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Table of Contents

Customer & Account Information
   Common ClubBev! & Reward Issues
   Locating Customer Account
   Updating Customer Info
   Adding Comments to an Account
   "Unsub" & "Do Not Mail" Requests
   Donation & Product Requests

Work with Orders
   Edit Existing Order
      Add Coupon or Promotion Code
      Add Gift Message
      Gift Wrap
      Add Item
      Delete Item
      Adjust Price or Quantity
      Reroute to Another Store
      Change from Pick Up to Shipping
      Change from Pick Up to Delivery
      Add Internal Comment
   Process Picklist
   Inventory Issues
   Declined Credit Card
   Email Customer
   Complete & Invoice
   Reprint Picklist/Invoice
   Outstanding Orders

Shipping
   Policy & Best Practice
   "Where We Ship" Map

.com Access
   Sign On
   Get Your Own Log In & Password
   Set Up Your Security Questions
   Self Unlock Feature

Who to Contact
   General Contact Info
   Additional Resources for Resolving Customer Issues

  

Customer & Account Information

Common ClubBev! & Reward Issues
Locating Customer Account
Updating Customer Info
Adding Comments to an Account
"Unsub" & "Do Not Mail" Requests
Donation & Product Requests


Customer & Account Information - Common Issues with ClubBev! Accounts

Problem: Card scans, but customer not found at register

Likely Causes:
- Customer never submitted a completed application
- Customer just opened the account recently (2-4 weeks)

Solution: Email WebHelp with the account number and all contact information so we can update the account.


Problem: Phone number brings up someone else's account

Likely Causes:
- "Recycled" number (used to belong to someone else)
- Multiple customers using their business phone number
- Former housemates, roommates, partners, etc

Solutions:
- Use the "Next Customer Account" button to locate correct customer.
- Email WebHelp with the account number of the customer who came in to the store and the phone number they want associated with their account.


Problem: Multiple accounts opened for one household

Likely Causes:
- Customer has picked up several cards over time
- Customer accidentally opened an online account when trying to update their card online
- Customer lost their card, opened new account and then found the ‘lost’ card
- Parent/child each with their own account
- Spouses each with their own account
- Roommates/housemates each with their own account

Solution: Email WebHelp with the names, account numbers, current contact information and email address so we can merge the accounts and reissue any unused Rewards.


Problem: Customer is not receiving their Rewards

Likely Causes:
- Customer is not checking their email account
- Customer is deleting the Rewards without opening
- Customer has marked one our emails as "spam"
- Customer has “unsubscribed” their email address
- Customer has a new email address
- Customer's mailing address is incorrect/incomplete
- Customer has moved and not updated mailing address
- Same customer has multiple accounts (online & in store, etc)
- Different customers in the same household with linked accounts

Solutions:
- Verify customer's preferred delivery method (Email or US Post) and email WebHelp with the verified contact information. We will reissue any unused Rewards.
- If multiple accounts opened for the household, email WebHelp with the names and account numbers so that we can merge the accounts. We will reissue any unused Rewards.

Back to Customer & Account Information



Customer & Account Information - Locating Customer Account

• Go to "Work With Orders" tab
• Go to "Customer Lookup & Checkout" page
• Search by:
   - Name
   - CB #
   - Email
   - Phone

   Can use * for a wild card search for example:
      Last Name: Wilder
      First Name: Ja*
      (If customer may have submitted application as "James" or "Jamie" )


Back to Customer & Account Information



Customer & Account Information - Updating Customer Info

• Go to "Work With Orders" tab
• Go to "Customer Lookup & Checkout" page
• Search by:
   - Name
   - CB #
   - Email
   - Phone

   Can use * for a wild card search for example:
      Last Name: Wilder
      First Name: Ja*
      (If customer may have submitted application as "James" or "Jamie" )

   ONLY an associate whose access is set to "Head Clerk" or "Manager" will be able to make and save changes to the fields below. If you believe you do not have the correct level of access, contact your Store Manager:

Changes made today will not be visible for a MINIMUM of TWO DAYS due to database constraints.


  

• Click "Save" or changes will be lost

Back to Customer & Account Information


Customer & Account Information - Adding Comments to an Account

• Go to "Work With Orders" tab
• Go to "Customer Lookup & Checkout" page
• Search by:
   - Name
   - CB #
   - Email
   - Phone

   Can use * for a wild card search for example:
      Last Name: Wilder
      First Name: Ja*
      (If customer may have submitted application as "James" or "Jamie" )

• You can add comments about changes that were made to a customer’s account (contact info, email update, etc)

• Click “Add Comment” or changes will be lost

These are for tracking purposes only.

Customer service will NOT be notified that a comment has been added!

If the account must be updated or merged, send an email to WebHelp noting the account number(s) and what must be done.

Back to Customer & Account Information


Customer & Account Information - "Unsub" & "Do Not Mail" Requests

Unsubscribe Requests
   When a customer no longer wants to receive our emails:
      1. Verify current mailing address so we can still send Rewards
      2. Email WebHelp including
         a. Email address
         b. Customer name
         c. ClubBev! account number (if possible)
     3. You can also refer customer to the most recent e-newsletter they received from us. Additional directions will be in gray text at the very bottom of the email
         a. You are subscribed as: NAME@EMAIL.com
         We hope you enjoy receiving our promotional emails. But if you would rather not, please let us know. To unsubscribe, click here and send us an email from the address to which you are subscribed. Or, mail your request to: Beverages & more!, 1470 Enea Circle, Suite 1600, Concord CA, 94520 Please allow 10 business days for your request to be processed.

Do Not Mail Requests
   1. Verify current email address so we can still send Rewards
   2. Email WebHelp including
      a. Mailing Address
      b. Customer name
      c. ClubBev! account number (required)

Back to Customer & Account Information


Customer & Account Information - Donation & Product Requests

Donations Requests

"BevMo! is not able to provide sponsorship or product donations."

Do NOT refer back to corporate. This is our bottom line answer.

Product Requests

Get all the information from the customer:
   1. Confirm the desired item(s)
   2. Confirm the quantity needed
   3. Confirm the date by which the customer needs the item(s)

Contact the appropriate Buyer or replenishment team to determine if the item(s) can be stocked in your store.

Follow up with the customer to make arrangements.

Do NOT suggest the customer contact customer service as we will refer the customer back to the store.

Back to Customer & Account Information


Work with Orders

Edit Existing Order

Add Coupon or Promotion Code
Add Gift Message
Gift Wrap
Add Item
Delete Item
Adjust Price or Quantity
Reroute to Another Store
Change from Pick Up to Shipping
Change from Pick Up to Delivery
Add Internal Comment

Process Picklist
Inventory Issues
Declined Credit Card
Email Customer
Complete & Invoice
Reprint Picklist/Invoice
Outstanding Orders

Back to Table of Contents


Work with Orders - Edit Existing Order - Add Coupon or Promotion Code

If an order has already been invoiced, no changes can be made.

• Enter Order Number




• Click on "Switch to Edit Mode"



• Click on "Add promotion to this order"



Do NOT use "Add Discount" without WebHelp authorization!

• A window will appear as shown below:

   - Enter Coupon Code
      o Example 5% = REM47 or RWE83
      o Example “$10 Off” Promo = TENWK47
   - Click "Save"
   - Coupon will be added & discount automatically calculated

Back to Work with Orders
Back to Table of Contents


Work with Orders - Edit Existing Order - Add Gift Message

There are two ways to add a Gift Message to an order. If the order is in processing status, use option 1. If the order is picked (but not invoiced), use option 2.

If an order has already been invoiced, no changes can be made.

Option 1

• Go to "Process Picklist" page (if order is still processing status)

Option 2

• Go to "Work with Orders" page (if order is picked but not invoiced)

Back to Work with Orders
Back to Table of Contents


Work with Orders - Edit Existing Order - Gift Wrap

If an order includes gift wrap, please take one of the organza/cloth gift bags from your store and “wrap” the bottle (put the bottle inside the bag) before putting it in the shipper. Do not use a paper gift bag as it will get crushed in the shipper. At the end of each period, email Web Help the sku/quantity of all gift bags used on web orders and it will be adjusted out of your inventory. That way, it won’t affect your shrink and ecommerce pays for the gift bag/wrapping.

Back to Work with Orders
Back to Table of Contents


Work with Orders - Edit Existing Order- Add Item

If an order has already been invoiced, no changes can be made.

• Go to "Work With Orders" tab
• Go to "Work With Orders" link

• Click the link to "Switch to Edit Mode"

• Click on "Add another item to this order"

• A window will appear as shown below:

   - Enter the SKU of the item and the quantity requested
   - Click Save to return to the order.

NOTE: If you have the item on hand, but in a greater quantity than what the website shows, you can enter the quantity the customer wants and uncheck the “Check Inventory” box in the window shown above.

Back to Work with Orders
Back to Table of Contents


Work with Orders - Edit Existing Order - Delete Item

If making a substitution, ALWAYS add the new SKU before deleting the old SKU.

If the order contains a promo code (i.e. TENWK47 “$10 off $75”) and you remove an item before adding the new item, the subtotal may drop below the required minimum and the discount WILL drop off.

• Go to "Work With Orders" tab
• Go to "Work With Orders" link

• Click the link to "Switch to Edit Mode"

• Click the "Delete" link next to the item

Back to Work with Orders
Back to Table of Contents


Work with Orders - Edit Existing Order - Adjust Price or Quantity

• Go to "Work With Orders" tab
• Go to "Work With Orders" link

• Click the link to "Switch to Edit Mode"

• To change a line item, click on "Change"

• A window will appear as shown below:

 

   - Change Quantity and/or Price
   - Click "Save"

Back to Work with Orders
Back to Table of Contents


Work with Orders - Edit Existing Order - Reroute to Another Store

• Go to "Work With Orders" tab
• Go to "Work With Orders" link

Contact a store to verify their inventory before transferring an order. Do NOT rely on information in the i5.

• Click the link to "Switch to Edit Mode"


• Click button to "Re-Route Order"

• A window will appear as shown below:

Verify the drop down box next to "New Store" shows the location where the order will be picked up.

Back to Work with Orders
Back to Table of Contents


Work with Orders - Edit Existing Order - Change from Pick Up to Shipping

• Go to "Work With Orders" tab
• Go to "Work With Orders" link

Contact a store to verify their inventory before transferring an order. Do NOT rely on information in the i5.

• Click the link to "Switch to Edit Mode"

• Click button to "Re-Route Order"

• Verify the drop down box next to "New Store" shows the location from which the order will be shipped:

 

• Click "Update"
• You will now need to update the Shipping Address. Click on the "Change" link under "Shipping Info"

 

A window will appear as shown below:

 

   - Complete the fields with the shipping address
   - Click “Save”

Back to Work with Orders
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Work with Orders - Edit Existing Order - Change from Pick Up to Delivery

• Go to "Work With Orders" tab
• Go to "Work With Orders" link

Contact a store to verify their inventory before transferring an order. Do NOT rely on information in the i5.

• Click the link to "Switch to Edit Mode"

• Click button to "Re-Route Order"

• A window will appear as shown below:

 

• Use drop down box next to "New Fulfillment Method" to select delivery

 

• Click on the “Change” link under “Pickup/Delivery Info” A window will appear as shown below:

 

   - Complete the fields with the delivery address
   - Click “Save”

Back to Work with Orders
Back to Table of Contents


Work with Orders - Edit Existing Order - Add Internal Comment

2 Ways to Add Internal Comment to Order [not seen by customer!]

"Work With Orders" tab

1. "Process Picklist" page (if order is still processing)
2. "Work With Orders" page (if order is invoiced)

"Process Picklist" page (if order is still processing)

 

"Work With Orders" page (if order is invoiced)

 

Back to Work with Orders
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Work with Orders - Edit Existing Order - Process Picklist

• When a customer places an order on BevMo.com, a picklist will print in the manager’s booth and an email notification will be sent to your store.

• Once an order has been picked, you will not be able to see it on the Process Picklist page. You will have to use the Work With Orders page to search for the order number.

Review EVERY Time
   - Special Instructions
      o located at the bottom of every picklist
   - Allow Vintage Substitution
      o If "NO" is checked, you must contact customer to discuss any substitution/replacement
      o Call using number from order (preferred) or use "email customer" option on Picklist - Shipping Method
   - Be aware if it’s 2nd Day or Next Day
   - Gift Wrap
      o Wrap/box item(s) if customer pays for gift wrap
   - Gift Message
      o Print and include with the order when shipping

Once all items have been picked:

 

   - Click on "Pick All Items"
      o You now have two options:
         "Go to Order" to complete the order
         "Pick another order" to process another picklist

Back to Work with Orders
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Work with Orders - Edit Existing Order - Inventory Issues

Seasonal Beer SKUs
   1. When picking order, match the SKU AND the beer name
   2. If the beer you have on hand is not the one shown online, contact the customer via phone (preferred) or email to advise.

Requested Vintage Unavailable
   1. When picking order, first see if any items are marked "No Vintage Substitution"
   2. If you do not have the requested vintage, contact the customer via phone (preferred) or email to advise.

Insufficient Quantity On Hand
   1. Contact the customer via phone (preferred) or email to advise.
      a. Suggest an alternative item.
      b. Ask if they can wait until you can transfer from another store or get restocked by the buyers.
      c. Transfer to another (local) store with sufficient stock
         - Contact the store first!
            o Do NOT rely on the information in i5

Keg Not In Stock
   1. All kegs have a built in 4-day lead time
      a. Customer cannot specify a Pick Up time earlier than 4 days from the date the order is placed
   2. Order the keg from your distributor/vendor
   3. If keg is a seasonal or craft brew which is hard to get:
      a. Contact the customer via phone (preferred) or email to advise that it may take longer than 4 days to get

Back to Work with Orders
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Work with Orders - Edit Existing Order - Declined Credit Card

1. DO NOT cancel the order
2. Leave in “Declined” status
3. Call customer using number on order [preferred] or email the customer through “Process Picklist” function
4. Get updated credit card info from customer (new expiration date, etc) 
      OR
5. Get new credit card (if insufficient funds on the one used)
      OR
6. Suggest customer contact their bank (if customer believes there must be error)


Updating the Credit Card Information

Only executive level employees (i.e. Web Help) can change/update credit card information. Call WebHelp & provide new information so we can update the order. Email is not secure. Do NOT send credit card information via email.


Last Resort [Pick Up Orders]

A. Wait until the customer comes in to pick up the order.
B. See steps 5-7 above.
C. If no other way to force the credit card through online:
   a. Cancel the online order
   b. Ring the customer through the register

Last Resort [Shipping Orders]

A. Allow customer 2 days to respond via email or phone
B. If no response from the customer:
   a. Cancel the online order
   b. Add note in the “Order Comments” section explaining why the order was cancelled

Back to Work with Orders
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Work with Orders - Edit Existing Order - Email Customer

• "Work With Orders" tab
• "Process Picklist" page

 

Back to Work with Orders
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Work with Orders - Edit Existing Order - Complete & Invoice

• "Work With Orders" tab
• "Work With Orders" page
• Enter 1st seven digits of order # & "Go"

 

• Click on the blue link to go to the order:

 

• Click on the "Complete Order" button:

 

Invoice prints 2 copies
   1. Store copy with signature line (keep on file)
   2. Customer copy for the customer to take with them.

Back to Work with Orders
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Work with Orders - Edit Existing Order - Reprint Picklist/Invoice

• "Work With Orders" tab
• "Work With Orders" page
• Enter 1st seven digits of order # & "Go"

• Click on the blue link to go to the order:

 

• Click either "Reprint Picklist" or "Reprint Invoice"

Back to Work with Orders
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Work with Orders - Outstanding Orders

Problem: Customer paid for the order at the register instead
Solution: Cancel the online order and add a note to the “Order Comments” section explaining why it was cancelled.

Problem: The credit card on the order declined. How do I update it with new information?
Solution: See the section "Order – Declined"

Problem: Customer hasn’t returned our emails/calls to update credit card information.
Solution: Call the customer one more time. Inform them their order will be cancelled if they do not respond in the next two days. If no response within that time, cancel the order. Add note to the “Order Comments” section explaining why the order was cancelled.

Problem: We don’t have the right inventory to complete the order. What now?
Solution: See the section “Order – Inventory Issues”

Problem: Customer hasn’t returned our emails/calls to address the inventory issue.
Solution: Call the customer one more time. Inform them their order will be cancelled if they do not respond in the next two days. If no response within that time, cancel the order. Add note to the “Order Comments” section explaining why the order was cancelled.

Problem: The “Complete Order” button is not available to invoice the order.
Solution: Make sure the order has been picked. If picked and you still can’t complete the order, call or email Web Help for assistance.

Back to Work with Orders
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Shipping

Policy & Best Practice
"Where We Ship" Map 

Back to Table of Contents


Shipping - Policy & Best Practice

Orders at Register [In Store] vs. Online Orders

When items are purchased at the register and shipped by the store as a courtesy, there is a limited number of states to which the store can ship [see “Where We Ship” Map].

When items are purchased online for shipping, we have a greater number of states to which we can ship.

NOTE – If you receive an online order for a state not shown in green on your shipping map, it is okay to Ship as the order was pre-approved on the website.


Shipping Policies (per our website Feb 2010)

• All orders placed on Monday through Friday will be shipped out the following business day
• All orders placed on Saturday or Sunday will be shipped out the following Monday
• No shipments are processed or delivered on Saturday or Sunday
• We cannot ship to PO boxes or APO/FPO addresses
• In the event of inclement weather, 2nd Day and Next Day deliveries can not be guaranteed and refunds will not be issued for the delay. The UPS guarantee does not apply when transportation networks are affected by weather.
• All orders with alcohol MUST have an adult signature 21 years of age or older (please send your order to a business address to minimize missed deliveries)


Shipping Best Practices

1. When using UPS Campus Ship, make sure the “Adult Signature Required” box is checked as we require adult signature for ALL alcoholic shipments.

2. Always add UPS tracking # in the “Order Comments” box
   - Go to “Work with Orders”
   - Key in first 7 digits of order number and hit enter
   - Click the Order number in blue
   - Scroll to the bottom of the order to the “add a comment” box
   - Enter UPS tracking number in the box
   - Click on the “Add Comment” button

Can be done before/after order is invoiced.

Eliminates the need for corporate/call center to contact your store directly if the customer calls in for tracking info.

Back to Shipping
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Shipping - "Where We Ship" Map

Back to Shipping
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.com Access

Sign On
Get Your Own Log In & Password
Set Up Your Security Questions
Self Unlock Feature

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.com Access - Sign On

Signing On to Site Manager

You must use your own User Name & Password.

Do NOT share sign on information!

https://manager.bevmo.com (this link is saved in your Favorites folder)

 

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.com Access - Get Your Own Log In & Password

Do NOT Sign On to Site Manager with Someone Else’s Log In

Keep your sign on and password information safe.

We use the order change history to determine who has made changes to an order.

If your name is the one that appears, even if it was someone else signed on as you, YOU will be the one held responsible.

 

You must have your own Login for .com
Do not use your manager's or another associate's!

If you need a Login for .com:
   - Action Notice must be submitted to HR & IT
   - Ask your Manager / DM to submit request

If Action Notice has been submitted:
   - Contact WebHelp for assistance

Back to .com Access
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.com Access - Set Up Your Security Questions

Setting Up Your Security Questions

"Self Unlock" feature will only work if you have already set up your 3 Security Questions. You can do this when you are signed in to .com

Answer the 3 Security Questions

Note – Year of Birth must be in 4-digit format (YYYY)

 

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.com Access - Self Unlock Feature

Locked Out of Site Manager

"Change Password / Reactivate Account"

 

Answer the 3 Security Questions

 

Change Your Password & Update Security Questions (if needed)

 

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Who to Contact

General Contact Info
Additional Resources for Resolving Customer Issues

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Who to Contact - General Contact Info

Customer Service & Contact Information

For Customers

Website: www.bevmo.com
   “FAQ” link (on red menu bar)
      Or
   “Customer Service” (bottom left on homepage)
Email: customer.service@bevmo.com

Phone: 877-772-3866 (Mon-Fri  8am-6pm)


For Employees

1) Most issues can be resolved by using this FAQ.
2) If you are unable to resolve the issue, contact your Store Manager.
3) If that does not lead to a resolution, contact your District Manager.

Your District Manager is the corporate contact for all situations.

WebHelp is available for store associates only. Do not give this information to customers. WebHelp should be called as a last resort, after you have already tried to resolve the issue by consulting the FAQ, your Store Manager and your District Manager.

WebHelp Phone: (925) 609-6055
WebHelp Email: webhelp@bevmo.com


Other Employee Resources

Store Manager

District Manager

BevMo.com Customer Service (Virtual Store/Russ’ Team)
   RE: Online Shipping Orders
   (925) 730-5247
   (925) 730-5267
   customer.service.vrt@bevmo.com

IT Help Desk (Outlook, i5, printers, registers, non-BevMo! Gift Cards, etc)
   (925) 609-6061
   MISHelpDesk@bevmo.com

Sales Audit (issues w/sales or refunds at the register)
   (925) 609-6050 Sheetal Patel
   patels@bevmo.com

Back to Who to Contact
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Who to Contact - Additional Resources for Resolving Customer Issues

Always Manage Expectations

Do Say: "I’ll submit this to customer service for review"
Do Say: "Please be patient; this may take a few days to resolve"

Don’t Say: "Someone will call you later today."
Don’t Say: "This will be resolved by tomorrow."

Call Your SM to Resolve at Store Level

   - When you cannot locate the answer in the .com FAQ
   - When a customer is angry/upset about account or Rewards

SM must be provided every opportunity to resolve a situation prior to contacting the DM. If SM is not available & customer does not want to wait to be contacted by SM, contact your DM or provide the customer the number to your DM.

Call Your DM

   - When your SM is unavailable to resolve the situation & the customer wants someone else contacted
   - When you, as the SM, cannot provide resolution

When a customer demands to speak to someone at the corporate office please follow this process:

   - First, ask if there is anything you can do to help them
   - Second, get the highest level Manager on Duty at the store who should determine if they can resolve the situation
   - Third, if SM is not available, offer to have the SM contact the customer the next day to provide resolution
   - Finally, if customer still requests to speak to someone at the corporate office provide the DM’s phone number
      o Your DM is your corporate representative
      o If this does not appease the customer, provide the corporate office number for your RVP

DO NOT PROVIDE 1-877-77-BevMo (or 1-877-772-3866)

   - This is a call center
   - Agents are not empowered to resolve corporate issues
   - Agents will only take a message and forward it to a corporate contact

Call WebHelp - (925) 609-6055

   - When you cannot complete an order due to a technical issue
   - When you have entered a valid coupon code & it doesn't work
   - When .com is down
   - When you have new credit card information to update an order

DO NOT PROVIDE THIS NUMBER TO CUSTOMERS

Email WebHelp - webhelp@bevmo.com

   - When a customer is not receiving their 5% Rewards
   - When a customer has multiple accounts
   - When a customer needs to update their contact information

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