Problem Orders

 

The Problem Orders queue displays orders that are being held due to a problem.

 

The Problem Orders screen provides the following:

  • The student's name, the date the problem was added to the order, and a description of the problem
  • The order number, quantity, and processing information (FedEx & Electronic)
  • The date and time the order was submitted
  • SID
  • Order requirements

Additionally, the Print List button allows you to print a list of all problem orders, the quantity drop-down lets you filter your view, and the Search Table field allows you to search the Problem Orders table.

Processing Problem Orders

 

This video will walk you through processing Problem Orders.

 

 

  

Why Do Problems Exist?

 

Problems occur on an order for one of the following reasons:

  • A staff member in your office added a problem manually
  • The credit/debit card could not be charged at the time of order completion (Parchment-added problem)

A problem will also occur if RoboRegistrar found a negative service indicator that prevents the release of a transcript.

Institution-Issued Problems

At the time of your implementation, your Customer Success Manager sets up all holds (or obligations) that prevent the production of a transcript. Each email will include specific directions on how to resolve the problem.

 

Once the issue is resolved within your SIS, the order will automatically update, and the problem will be removed from the order. The Problem Orders queue is checked twice daily at 10:30 am and 3:30 pm, local time each day (assuming RoboRegistrar is running and connected).

Credit / Debit Card Problem

Aside from institution-specific problems, Parchment adds a problem to an order when the credit/debit card cannot be charged at the time of completion.

 

When this happens, we email instructions to the requestor so that they may update payment information; once updated, the order will complete. If, however, the credit/debit card doesn’t get updated within 30 days, the order will cancel automatically. Orders awaiting updated card information, will appear In Use and cannot be accessed by Registrar staff. When an order is canceled, the requestor is not charged for the order.

 

Additionally, Registrar staff may also add and/or remove a problem manually.

    

Manually Adding a Problem

 

Problems can be manually added by staff members at your institution or they can be added by Parchment, when the credit/debit card on file cannot be charged at the time of completion. To manually add a problem to an order, take the following steps:

  1. From the Order Detail screen, click the Comments/Problems tab
  2. Click the Add a Problem button
  3. Select a Hold Type and/or Auto-Fill Descriptor from the dropdown menus. You can also manually enter a description of the problem in the Description field
  4. Choose whether to notify the requestor by selecting one of the radio buttons
  5. Click submit

 

A problem is most often added to an order during RoboRegistrar’s automated approval process; however, problems can also be manually added by staff members at your institution. When you’ve determined a student/alum has an existing encumbrance or cannot be found in your SIS, take the following steps to manually add a problem.

  1. Click on the order number, shown in blue, to be brought to the Order Detail screen
  2. Click on the Comments/Problems tab
  3. Click the Add a Problem button to populate the Add a Problem modal
    1. Select a Hold Type from the drop-down menu, use the Auto-Fill Descriptors, and/or enter a problem description manually, when applicable
  4. Select either the Notify Requestor radio button or the Do Not Notify Requestor radio button and preview the associated verbiage
    1. We ALWAYS recommend notifying the requestor
    2. If the Notify Requestor option is selected, a Preview will be displayed.
  5. Click Submit to save your changes
    1. Or click Close to return to the previous screen

If the Notify Requestor option is selected, a Message Preview will be displayed.

Manually Removing a Problem

 

All problems will need to be removed by staff members at your institution.When you’ve determined a student/alum has resolved the issue, you will remove the problem from the order, take the following steps:

  1. From the Problem Orders queue, click on the order number, shown in blue, to be brought to the Order Detail screen
  2. Click on the edit icon, located within the Transcript Requirements area on the Order Info tab
  3. Use the Approved radio button to approve an order
    1. Doing so removes the problem from the order
  1. Click Update to save your changes
    1. Or, click Close to return to the previous screen
 

 

  1. From the Problem Orders queue, click on the order number, shown in blue, to be brought to the Order Detail screen
  2. Click on the edit icon, located within the Update Student Information area on the Order Info tab
  3. Check the box entitled Check here for RoboRegistrar to try again with the updated info then click Update to save your changes
    1. Doing so should update the order
    2. If the problem status persists, complete steps 4 and 5
  4. Click the Edit icon in the Transcript Requirements section
  5.  Use the Approved radio button to manually approve an order
    1. Doing so removes the problem from the order
  6. Click Update to save your changes
    1. Or click Close to return to the previous screen

How to Resolve a Problem

 

Once a problem has been flagged on an order, Parchment will email related information and instructions to the requestor. The requestor has 30 days to resolve the problem, otherwise the order will automatically cancel.

 

Once the problem has been resolved, the order is moved out of the Problem Orders queue and into the appropriate processing queue.

 

An order will remain in the Problem Orders queue until it is either resolved or until the order automatically cancels.