Employee Handbook
General Employee Handbook
1. Email Accuracy & Bounced Email Handling
1. For In-Store Customer Sales
- Always confirm the customer's correct email address and phone number before saving to ShipWorks
- Local pickups must include a valid email address for confirmation and recordkeeping
- Incorrect or missing emails result in bounce-backs, which delay communication and cause confusion
- Be vigilant. Double-check spelling and clarity when entering contact info
2. For Online Orders or Quote Requests
- If an email bounces back, pause and investigate before moving forward
- Try to identify obvious typos (e.g., "gamil.com" instead of "gmail.com" or missing characters)
- If the correct version is obvious, fix the typo, resend the quote, and document the correction in notes
- Use judgment between actual spam/fake emails and real addresses with typos
3. For Existing Orders with Bounced Emails
- If an order is already in the system and you're unable to reach the customer via email: Call the customer to confirm the correct email
- Do not ignore bounce issues—these must be resolved
- For updates to existing BigCommerce orders: Only Adam or Sejal can edit customer emails on file
- Reach out to them immediately with the correct email and order details
- For Outlook (manual) communications like quotes or follow-ups, update the email directly once verified
Summary
Email accuracy is critical for smooth operations, especially for:
- Shipping notifications
- Pickup coordination
- Quote communication
- Tracking history for support
One small typo can cause major delays. Be proactive. Think critically. Fix it before it causes a problem.
2. Sales Tax Exemption Policy for Resellers and Educational Institutions
Overview
As a screen distributor, we are eligible to accept Reseller Tax Exempt Certificates from computer repair stores, educational institutions, and other qualifying entities.
1. Receive and Verify Documentation
- Confirm the certificate is valid and complete
- Ensure it matches the business type (e.g., repair store, school, etc.)
2. System Update
- Log the exemption status in our internal system
- Enter all relevant customer and documentation details accurately
3. File a Printed Copy
- Print a physical copy of the certificate
- File it in the designated tax exemption folder at the warehouse for record-keeping and compliance
4. Mark Customer as Exempt in BigCommerce (Critical Step)
- The customer must be manually marked as tax-exempt in BigCommerce
- IMPORTANT: This step ensures the customer is officially exempted from sales tax for future orders. Failure to do this may result in tax being incorrectly charged
Important Note
Tax exemption is not valid until all steps above are completed.
3. Payment Request for Laptop Display From Bliss Computers
4. Manual Note Keyword List
5. Screen Tabs vs. Removable Rails
Overview
Understanding the difference between permanent tabs and removable rails is critical for providing correct technical advice to customers.
Screen Tabs (NOT Removable)
- Permanent metal parts of the LCD frame
- Factory-installed and riveted or welded to the screen
- Destroying the screen would be required to remove them (Dremel/grinder)
- Never advise customers to remove or transfer tabs
Removable Rails (Transferable)
- Separate metal brackets, not part of the screen frame
- Usually screwed on, not welded
- Can be safely removed and transferred to the new screen
Correct Guidance for Customers
If Issue is Tabs
- We should send the screen without tabs if possible
- Advise customer to use double-sided tape or adhesive
- Confirm tabs cannot be transferred
If Issue is Rails
Confirm customers can safely remove and reuse their existing rails.
What NOT to Tell Customers
- "You can remove the tabs from your old screen and move them over"
- "Just take the metal off and attach it to the new screen"
Incorrect advice leads to broken screens, returns, and liability issues.
Customer-Safe One-Liner
Question: "Can I move the tabs from my old screen?"
"Screen tabs are permanent and cannot be transferred. If tabs are an issue, we can provide the screen without tabs so it can be secured using adhesive instead."
6. Updating Customer Information (Two Required Locations)
Why This Is Important
When a customer's information (such as email address or contact details) is incorrect, it must be updated in TWO places. Updating only one location will cause future issues.
- Customer-level info is used for future orders
- Order-level info is tied to the current/existing order
- Updating only one will result in emails going to the wrong address, confusion on future orders, and incomplete customer records
Step 1: Update at the Customer Level (For Future Orders)
This ensures the correct information is saved to the customer profile and automatically used on all future orders.
How to do it:
- Open the customer profile
- Edit the incorrect field (email, phone, name, etc.)
- Save the customer record
This updates the customer's permanent account information.
Step 2: Update at the Order Level (For the Existing Order)
This ensures the current order reflects the corrected information.
How to do it:
- Open the existing order
- Edit the contact details shown on the order (email, phone, etc.)
- Save the order
This updates communication and records for that specific order only.
Important Reminder
- Updating only the customer profile does NOT update existing orders
- Updating only the order does NOT update future orders
- Both locations must be updated whenever incorrect customer information is discovered
Simple Rule to Remember
Wrong customer info = update TWO places
Customer Level + Order Level
Internal Best Practice
Before shipping or contacting the customer:
- Double-check that both customer-level and order-level information match
- Confirm the correct email is visible in both sections
Employee Handbook for Sales
1. Queries regarding Exact Part number or Display Properties Nits , Ntsc , Srgb Etc.
Purpose
To ensure accurate fulfillment of customer orders requesting specific screen characteristics not typically listed in product descriptions.
1. Request Exact Part Number
Ask the customer to provide the full part number of their original screen. This is essential for accurate matching.
2. Check Panel Specs
Use Panelook to verify detailed specifications (brightness/nits, NTSC, sRGB, contrast, etc.) for the part number the customer provides.
3. Run Inventory Check
Look through current inventory for a matching panel with the same specs. Use Panelook to verify alternate compatible models if necessary.
4. Communicate Clearly with Customer
Explain that matching specific specs requires manual handling and cannot be guaranteed unless the exact panel is in stock.
5. Manual Order Processing
If a matching unit is available, process the order manually. Clearly label the order with "SPEC-MATCH: [insert detail]" in order notes.
6. Document Everything
Save a copy of the customer's request, screenshots of the Panelook specs, and internal match confirmation in the customer file or CRM.
Important Notes
- Never guess or promise spec match without verification.
- Inform the customer that these orders may take additional time.
- If no match is found, offer to refund or discuss alternate options.
2. Queries regarding Brand Logos on Display Assemblies
Standard Answer
If a customer asks whether the product has the OEM brand logo (e.g., HP, Dell, Lenovo) on the Touch Screen Assembly:
"Yes, the product includes the original brand logo, unless specifically stated otherwise in the product images or description."
When the Logo Is Not Present
- If a logo is missing, there will always be a "Logo Disclaimer" in the listing (either in the images or product details).
- If no such disclaimer exists, employees should assume the logo IS present.
- Note: Some images may not clearly display the logo due to glare, angle, or low photo quality — this does not mean the product is unbranded.
Action Step for Employees
If a customer still doubts the presence of the logo due to unclear product images:
- Contact the Inventory Handler and request updated, clear images showing the logo.
- Add the updated images to the product listing if possible, or provide them directly to the customer upon request.
Important
- Do not guess about logo presence — rely on whether a Logo Disclaimer exists.
- Always double-check if the product listing already addresses logo visibility before escalating.
This ensures consistency in communication and avoids misunderstandings with customers.
3. Queries regarding Customer's Previous Purchases with Other Vendors and Issues not resolved
When to Follow This Protocol
If a customer mentions that:
- They bought a screen from another vendor, and it didn't work
- They are returning a screen to another seller due to compatibility or technical issues (e.g., "XYZ reason")
- They express frustration with past failed purchases from the market
Required Actions
- Do NOT quote or sell any screen or part immediately.
- Do NOT assume compatibility or offer a substitute based on partial information.
- Politely inform the customer that their request will be escalated for expert review.
Escalation Process
Forward the inquiry to Dave for further evaluation — especially for:
- EDID compatibility
- Firmware mismatch history
- Model-specific failures
Important
Dave will determine next steps based on technical background and match-up requirements.
4. Queries regarding Stylus Pen Smart Pen Compatibility with Displays
Correct Solution
If a customer needs their stylus pen to work, the correct solution is:
"Sell the Complete Hinge-Up Assembly – this includes the digitizer/touch layer necessary for pen input to function properly."
When Complete Assembly is in Stock
- Quote and sell that part.
- Clearly explain to the buyer that stylus support typically requires the original digitizer configuration found only in the full hinge-up set.
When Complete Assembly is Not in Stock
- Keep the email for Dave or
- Contact Dave directly to handle the request.
Important Restrictions
Do NOT offer alternative panels or touch digitizers unless they are part of the OEM-spec full assembly approved for stylus compatibility.
Reminder for Sales Team
These are high-risk cases that require expert handling. Selling the wrong item may lead to complaints, returns, or compatibility issues. Always escalate when unsure.
For Technical Escalations
Contact: Dave – Internal Tech Advisor & Inventory Specialist
5. Handling Monitor Screen Inquiries
Important: Monitor Screens Are Sold by Part Number Only
Unlike laptops, monitor screens cannot be looked up using a serial number. There is no reliable serial-to-part-number database for standalone monitors.
When You Know the Match
If it's a popular or previously matched model, and we've already documented what panel fits it, you can proceed with the recommended replacement or cross-compatible screen.
We maintain a list of known compatible panels for high-volume models. Use internal notes or past orders to cross-check.
When You Don't Have a Match
If the monitor is not in our cross-reference list, or if you're unsure:
Ask the customer to provide the screen's exact part number
(This is usually printed on a sticker on the back of the screen.)
Special Ordering Reminder
Most monitor screen requests will require a special order, unless:
- The part number is already stocked, or
- It's used in a popular model we regularly support
Always confirm screen specs with the customer and inform them of lead time if it's a special order.
Sample Script for Customers
"For monitor screens, we need the part number from the back of your current display. Unlike laptops, we can't look up monitor screens by serial number. Once we have that part number, we'll check availability or help special order it for you."
6. Handling Marketplace Customer Discount Requests
Purpose
This guide explains the correct process when a Marketplace Customer requests a discount. Following these steps ensures consistency, professionalism, and smooth communication with our customers.
The Correct Process
- Identify the Discount Request
If a customer on any Marketplace platform asks for a discount, acknowledge their request politely and professionally. - Provide the Bliss SKU
Always share the Bliss SKU (Stock Keeping Unit) for the product in question.
This ensures the customer can match the correct product before applying any discount. - Share the Discount Coupon
Along with the Bliss SKU, provide the appropriate discount coupon code.
Remind the customer that the coupon is to be applied during checkout on the Marketplace platform. - Confirm Clarity
Double-check that the customer understands how to use both the SKU and coupon code.
Offer assistance if they face any issues applying the discount.
What NOT to Do
- Do not ignore or dismiss a customer asking for a discount
- Do not provide incomplete information (e.g., only the SKU without the coupon, or vice versa)
- Do not give out expired, invalid, or unapproved coupon codes
- Never promise discounts outside of the approved Marketplace process
Why This Matters
- Providing both the Bliss SKU and discount coupon ensures a smooth buying experience
- It prevents customer confusion and unnecessary back-and-forth communication
- A clear and professional response builds trust, loyalty, and repeat business
Key Reminder
- Every Marketplace discount request must be answered with both the Bliss SKU and the correct discount coupon
- Incomplete or unclear replies = customer frustration and possible lost sales
Final Note
Always reply with professional language, complete details, and a helpful tone. By doing this, we ensure that every Marketplace customer sees us as reliable, transparent, and customer-focused.
Employee Handbook for Verifier
1. What should we do if the customer provides product verification (like a serial number) after we already released the order without it?
Overview
This is a common situation, especially when the buyer doesn't respond quickly. But it's critical that employees understand how to handle this properly.
When the Order Has Not Yet Shipped
If the buyer sends their serial number or verification after we released the order but before it ships:
- STOP the order immediately. Contact the picker or shipping department.
- Verify the new serial number against the product we were about to send.
- If the serial number shows a different model:
- Change the product to match.
- Charge the price difference if applicable.
- We must fix it before it leaves the building.
Failing to do this is careless and unacceptable.
If the Order Has Already Shipped
- Do NOT go back and update the order or system with the new serial number.
- The order is finalized once it ships.
- Updating records post-shipment shows a serious lack of process understanding and accountability.
This mistake has been explained many times — if you still do it, you're not absorbing training.
What If the Customer Was Unresponsive Before Shipment? (Dead Duck Release)
Sometimes, we have no choice but to ship due to platform deadlines (e.g., eBay). If the customer doesn't reply in time, we release the order — but we must notify them clearly:
"We tried to verify your product, but didn't get a response. Due to shipping timelines, we're sending the item as ordered. Please double-check compatibility."
- Often, the customer responds immediately after this — if they do before shipment, go back to Step 1.
- But if they respond after shipment, do not change the records. Handle it as a return/exchange instead.
Bottom Line
Verify before shipping — always.
2. Why must verifiers clear the order cache or stored customer data before verifying?
Overview
Sometimes, a customer places a new order but reuses saved information from a previous purchase. This often includes the serial number, machine model, or special notes.
Example Scenario
On 06/09/2025, a customer purchased a 13" MacBook Air A3113 2024 M3 EMC 8611 LCD Assembly (Midnight)
- However, the order came through with Lenovo serial number and system information
- Upon checking, we found this was copied from a previous Lenovo order placed in January
Root Cause
The buyer did not clear or update their saved info during checkout. Our system pulled the same data because the customer had it stored in their order notes or auto-fill fields.
Verifier Instructions
- Always clear or refresh stored customer order details in the system before beginning verification
- Do not assume the serial number or notes provided are current — especially for repeat buyers
- If you spot mismatched info (e.g., Lenovo serial on an Apple order), pause and investigate
- If unclear, ask the customer to reconfirm serial number and machine details
Important Reminder
This is not a wrong ordering by the buyer — they simply didn't update their saved data.
Verifiers must act smart and cautious to prevent shipping mismatched parts.
3. Post-Order Verification Emails (Ask-Serial Process)
Responsibility
As a Verifier, your job is to ensure the customer receives the correct screen by sending a serial number request email (also known as "Ask-Serial") after the order is placed.
Timing
- Send emails daily right after lunch around 1:30 PM EST
- This should be part of your daily routine, Monday to Friday
Orders to Include
All platforms: BlissComputers.net, eBay, Amazon, Walmart, etc.
Every order, regardless of:
- Shipping method
- Order due date
- Customer location
Important: No Exceptions
Do not skip orders just because:
- The shipping due date is far away
- It's a weekend or a slower day
- The platform did not request verification
Every order needs a verification email sent out.
Email Content Includes
- Request for laptop serial number
- Optional: request for part number or photo if needed
- Brief explanation of why we verify (to prevent wrong shipments)
Your Goal
Reduce wrong shipments and avoid costly returns by proactively confirming compatibility before the item ships.
4. Handling Spam/Cold Call Issues When Contacting Customers
The Challenge
If our phone number is identified as spam or a cold call (e.g., from OpenPhone), customers are likely to ignore or hang up. To improve your chances of reaching them, use these alternative approaches.
Send a Personal SMS
Briefly explain who you are and why you're reaching out. This establishes legitimacy before making the call.
Follow Up with Email
A short, polite email can establish legitimacy and build trust with the customer.
Use Facebook Call Option
If the customer has a Facebook business page, press the "Call" button on their profile. This routes the call through Facebook and avoids spam flags.
Use WhatsApp (if available)
If you have access to a WhatsApp device, use it to call or message the customer through their verified number.
Key Principles
- Be proactive and respectful in all communications
- The goal is to reach the customer without triggering spam filters
- Always identify yourself and explain the purpose of your contact
5. Wrong Purchases & Fixing Orders
Orders We Cannot Fix Without Consent
These scenarios require explicit customer consent before making any changes to the order.
1. Individual Customers
A. Upgrade/Downgrade Requests
If a customer wants to upgrade or downgrade their order, you must obtain explicit consent confirming they do not wish to return the original item.
B. First-Time Buyers (Individual)
If the customer is placing their first order and purchased the wrong item by mistake, you must get clear consent before fixing the order and sending the correct product.
Be sure to collect any price difference, if applicable.
2. Repair Stores
A. Regular/Repeat Customers
If the replacement is in the same price range, you may proceed to ship the correct item.
If there's a price difference, collect the additional amount before shipping.
Orders We Can Fix
For repair stores with regular/repeat customers, you have more flexibility to fix orders when the replacement is in the same price range.
Employee Handbook for RMA Handler
1. Handling Stuck Shipments & Delivery Exceptions
Your Role Is More Than Responding to Disputes
If a package is stuck, delayed, or redirected — whether in a UPS Access Point, FedEx hub, local post office, or delivery exception status — simply replying to a dispute or waiting passively is not enough.
Call the Customer Directly
- Politely explain the situation
- Let them know the exact pickup location (UPS Store, Post Office, FedEx Hub, etc.)
- Encourage them to pick up the item to avoid return/refund delays
Contact the Shipping Carrier
- Call UPS/FedEx/USPS to verify the location or hold status
- Open a case if necessary
- Request a delay on the return if customer is en route
Email the Customer
- Include tracking details
- Provide clear pickup instructions
- Mention any deadlines before the item gets returned to sender
Why This Matters
- In some areas, UPS drops packages at Access Points without full delivery — and customers don't know unless we call
- Packages end up returning back to us, and we lose the sale or are forced to issue a refund
- A simple call often solves the problem
Key Reminder
Dispute replies are not customer service. Personal communication is your responsibility.
Make the call. Send the email. Track the result.
Our job is to make sure the buyer gets the product, not just to manage tickets.
2. Half Assemblies / Standard Touch Screen Assembly Returns
Your Responsibility: Inspect, Verify, and Document
When processing returns of Touch Screen Assemblies (Half Assembly), it's critical to ensure all key components are returned before restocking the item.
Required Components to Check
For Half Assembly returns, confirm the presence of:
- LCD Display Panel
- Touch Digitizer Glass
- Front Bezel or Trim Frame
- Digitizer Card (Touch Board)
Common Issue: Missing Digitizer Card
- Some customers face issues with their digitizer card and buy a half assembly just to extract the card, then return the rest
- These returns may appear complete but are missing digitizer control boards (cards)
- If we restock without checking, this creates inventory problems and losses
What You Must Do
- Thoroughly Inspect Return:
Open and verify that all required parts — especially the Digitizer Card — are present. - If a Part Is Missing:
- Update internal software (SW) with detailed notes
- Mark clearly if Digitizer Card is missing or used
- If feasible, contact supplier to request a replacement card
- Do Not Restock Incomplete Items
Do not return incomplete assemblies to inventory unless they are clearly marked and documented for parts-only or scrap
Example Notes to Log in System
"Returned Half Assembly missing Digitizer Card – customer appears to have swapped out board. Unit cannot be restocked without card. Awaiting supplier part or decision."
Final Reminder
- Returns must be functionally complete before restocking
- No screen, bezel, or card = no restock
- Always inspect, document, and escalate if needed
3. Inventory Mismatch Procedure
Overview
When a customer returns a product that is not from Bliss Computers, please follow this process to keep proper records and monitor customer behavior.
1. Identify the Mismatch
If the returned item does not match our inventory, SKU, or the product originally shipped, flag it immediately.
2. Tag the RMA as "Inventory-Mismatch"
In ShipWorks, apply the keyword:
inventory-mismatch
This ensures the case is tracked and reviewed properly.
3. Log the Item Separately
- Do not place the product back into normal inventory
- Store it in the Inventory Mismatch section so it remains traceable
4. Notify Internal Team
- Add notes to the RMA record so all team members are aware of the discrepancy
- This helps us monitor patterns and customer behavior
Employee Handbook for Picker
1. Handling Orders with No Available Stock (No Offer Orders)
The Situation
If you come across an order for an item that is oversold or currently unavailable, and no alternative offer has been made to the customer, follow these immediate steps.
What You Must Do Immediately
- Do not proceed with packing or shipping
- Send the order back to the Verifier Team right away
- Clearly mark the order as "No Offer – Needs Follow-Up"
What the Verifier Will Do
The Verifier will then contact the customer to:
- Offer suitable replacement options
- Confirm whether the buyer wants to wait, cancel, or switch to another part
Why This Matters
Delays in reporting such cases create unnecessary issues:
- Customers are left waiting without any communication
- Other team members must handle upset buyers — often too late to salvage the experience
- It reflects poorly on our professionalism and commitment to timely service
Your timely action helps ensure that:
- The customer is informed as early as possible
- We maintain a smooth workflow and reduce customer service escalations
- Everyone on the team operates with accountability and care
If you're ever unsure whether an item qualifies as a "No Offer" order, ask a supervisor or the Verifier team. Never leave such orders sitting without action.
Your role is critical to maintaining trust and efficiency — thank you for doing your part.
Employee Handbook for Inventory Guy
1. Taking Complete Hinge UP LCD Screen Display Assembly Photos
Purpose
This guide ensures that all photos of Complete Hinge UP LCD Screen Display Assemblies are taken correctly to maintain professionalism, build customer confidence, and reduce unnecessary doubts or questions.
The Right Way
- Always take photos of the Complete Hinge UP LCD Screen Display Assembly with the brand logo clearly visible
- Ensure the product is clean, well-lit, and properly framed
- Present the assembly at an angle where both the screen and logo are easy to identify
- Keep the background neutral and uncluttered for a professional look
What NOT to Do
- Never cover or hide the brand logo in photos
- Do not crop out the logo when editing
- Do not place stickers, tape, or hands over the logo
- Avoid angles that obscure or partially cut off the logo
Why This Matters
Customers rely on visible logos to verify authenticity and trust they're purchasing a genuine OEM product.
A hidden or cropped logo creates uncertainty and leads to questions like:
- "Is this assembly original?"
- "Why is the logo covered?"
- "Is this a refurbished or fake part?"
This uncertainty causes customers to:
- Delay purchase decisions
- Ask unnecessary questions
- Lose confidence and sometimes choose competitors instead
Key Reminder
- Every photo of a Complete Hinge UP LCD Screen Display Assembly must show the brand logo clearly
- Hiding the logo = risking customer trust and sales
Final Note
Your product photos are a direct reflection of our company. By keeping the logo visible and clear, you help us:
- Build customer trust
- Prevent unnecessary doubts
- Increase sales and satisfaction