Question: I need to test a new transaction with a trading partner or What is an Add-On transaction?
Answer: An Add-On Transaction refers to a new transaction that your Trading Partner requires in production but was not previously tested. This transaction may be inbound from your Trading Partner or outbound to your Trading Partner.
When working with an Add-On transaction, here are a few items to keep in mind:
An Add-On Transaction may be inbound or outbound. Generally, an implementation project would not be created if the scope of the project is only for an inbound transaction to be received within your Transaction Manager (unless the integration needs configured).
For an implementation project to be created, you must provide documentation indicating that the add-on transaction needs be implemented and tested.
If assistance is needed for a transaction that was not part of your original implementation project, please contact the TrueCommerce Technical Support team at 1-888-430-4489, option 3 for support.
If the new transaction type is not currently supported by your Enterprise Resource Planning (ERP) system integration, you may need to discuss enhancement options with your Account Manager.
Always verify if your ERP can support the new transaction type before requesting integration updates.
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Question: Can I request to work with a specific Implementation Specialist for my new project?
Answer: While TrueCommerce appreciates that you have had a great experience with a specific Implementation Specialist, new projects are assigned based on the capacity of each Implementation Specialist at that specific time. The requested Implementation Specialist may be at capacity for project count but all specialists will be able to provide you with a professional onboarding experience. Requests to work with a specific specialist will be reviewed and considered but cannot always be guaranteed.
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Question: How long will it take to implement my new Trading Partner?
Answer: TrueCommerce's goal is to complete your Trading Partner implementation, including Trading Partner testing and ERP integration, within approximately 2-4 weeks. However, timelines may vary depending on the Trading Partner requirements, dependencies, as well as your availability and readiness.
Some Trading Partner compliance testing cases may not align perfectly with your internal business processes. This may require TrueCommerce and your organization to complete additional test cases before your organization can be approved for Production. There are also Trading Partners who do not require any testing and can immediately move your project into production.
Key Points:
Typical Timeline: A few weeks for end-to-end testing.
Variability: Some Trading Partners require less testing and move faster; others may have more complex requirements.
Business Process Alignment: Your testing may need to be adapted to fit your organization’s business processes.
No Testing Required: Some Trading Partners allow immediate transition to Production.
Additional Information:
If you have questions about a specific Trading Partner or need more details about the implementation process, please contact your TrueCommerce Account Manager.
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Question: What to do if an Implementation Specialist is out of office:
Answer:
Advise the customer that they should have received an automatic email reply from the original Implementation Specialist with the proper back up contact name and email address and to reach out to that contact for support.
If the customer is unsure of who to reach out to, be sure to provide them with the below email address to contact in order to obtain the correct contact information for the back up Implementation Specialist.
If the above does not work, the agent should alert the add on queue to assist the customer
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Question: What to do if customer wishes to cancel a project they are actively working on:
Answer:
The Agent advises the customer that we can move this project to an abandoned status to no longer move forward with the Trading Partner.
The Agent advises the customer to alert the Trading Partner (as applicable) to ensure all parties are aligned to no longer move forward with the Trading Partner.
The Agent alerts the Implementation Specialist that the project no longer needs to move forward.
The Agent ensures not to discuss any sort of refunds or credits for this type of cancellation.
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Question: I want to resume a project on hold
Answer: You may find yourself wanting to resume work on a project that is currently in an on-hold status. This article answers the question “What are the steps I need to take in order to pull my project from an on-hold status to an in-progress status”?
Depending on schedules, project assignments, and employee bandwidth, TrueCommerce cannot guarantee that the original Implementation Specialist, or other project resource, will be assigned to your project during the reassignment process. Please send an email to the following email address for the project to be reviewed for re-engagement: