GRK Fasteners - Frequently Asked Questions

Questions:

• Q1: Why Should I Use This Software?
• Q2: How do I get in touch with someone to help me out with using this software ?
• Q3: My browser doesn't display some pages correctly. What browser and version is required ?
• Q4: My password has changed. How do I find out what it is ?
• Q5: I don't understand the Customer Profile page. How do I learn more about it ?
• Q6: I don't think I'm getting the right discount level for some items. How do I get this corrected ?
• Q7: How many GRK product codes are there ?
• Q8: The clickable email addresses don't work. What might be the problem ?
• Q9: Does GRK have a published policy to describe what is done with information collected from customers ?
• Q10: Is there any easier way to select items from the drop down list of GRK products ?
• Q11: How do I do place orders for drop shipments ?
• Q12: The computer changes the number of pro-packs I ordered. Why?
• Q13: The line number on the order screen is red. Why is this ?
• Q14: How do I delete a line item or comment from the order I am entering ?
• Q15: How do I insert a line item in the middle of an order ?
• Q16: When can I cancel a web order ?
• Q17: How can I ensure that GRK is paying the freight for an order ?
• Q18: How do I add on to an order I have checked out ?
• Q19: When does the GRK computer send me email ?
• Q20: When can I use the Customer Services Web Site ?
• Q21: How do I get my customers included on the GRK Retail locator ?
• Q22: How do I get a JPEG version of the advertising on the media page ?
• Q23: What are the different status values that a web order has ?
• Q24: What is the GRK Email newsletter, and when will it be available ?
• Q25: What is the COPY Web Order function, and when will it be ready ?
• Q26: How might I use comment lines on a web order ?
• Q27: What are quick keys, and how do I use them ?
• Q28: When will the Adobe Acrobat (PDF) version of the catalogue be ready?
• Q29: How often, and when is information updated for this site ?
• Q30: What other functions will be added to this web site?
• Q31: What new features were implemented in early April of 2006 ?
• Q32: GRK has color coded its labels. What colors are used ?
• Q33: How do I use the express order function ?
• Q34: How do I use the copy order function ?
• Q35: How do I make a drop shipment order ? What happens to my discount ?
• Q36: How has the web order checkout procedure changed ?
• Q37: Why do some stock codes (on a web order) show up in the color orange ?
• Q38: The drop down box to select a previous web order has changed. What is now displayed ?
• Q39: At checkout time, what comments might be added to my web order ?
• Q40: When I enter an invalid quantity, what does the computer do ?
• My question is not listed here. What do I do now ?

Answers

• Q1: Why Should I Use This Software? First, you are entitled to an additional discount on sales orders entered via the web. Second, as GRK is growing at such a fast rate, we thought it important to provide as much information as possible to our customers electronically to ensure that you get the information you need when and where you want it. Third, GRK Fasteners is always looking for ways to improve service to its valued customers (you !). Back to Top
• Q2: How do I get in touch with someone to help me out with using this software ? During regular business hours (weekdays 8:30am - 5:00pm Eastern Daylight Time), you may telephone 1-800-263-0463 (or 1-807-474-4300) to speak to one of our helpful and knowledgeable staff. Back to Top
• Q3: My browser doesn't display some pages correctly. What browser and version is required ? You will need Internet Explorer 5.5 or later or Netscape Version 7. Your browser must be able to communicate via SSL using ports 80 and 443. Back to Top
• Q4: My password has changed. How do I find out what it is ? The most likely reason for a password change is the reassignment of your Sales Territory Manager. To request a new password, call the number above, or email your request to les.mayes@grkfasteners.com With the new version of the extranet, and provided you did not request a CUSTOM PASSWORD, you may use the password reminder tool Back to Top
• Q5: I don't understand the Customer Utilities Menu page. How do I learn more about it ? The current version of this page features 3 areas. The menu area is a list of items that represent things you can do or see. When you choose one of these, sometimes a new window will appear, and sometimes the page you are on refreshes. If the page refreshes, the next page that appears will have a link to get you back to the menu. The product knowledge area (right hand side of the page) features a photograph and some text - randomly chosen from our database. Each time you visit a menu page, look at the product knowledge area to learn more about GRK products, services and events. The role specific information area appears along the bottom of the page. This area features some information related to your and / or your company. Typically, the role specific information area will have several underlined items. When you click on one of these, a new window will appear on your computer with the details associated with what you clicked on. For example, if you click on the number of orders you have placed this year, the computer will bring up a new window (which itself may have clickable areas) that lists these orders. You will typically want to close the new window to make the (underlying) Customer Utilities Menu page visible again, so you can carry on doing what you need to do (e.g., place a web order). Back to Top
• Q6: I don't think I'm getting the right discount level for some items. How do I get this corrected ? While every effort is made to keep discount levels updated inside the computer, problems have been known to occur. Each customer is assigned a "default discount level", and optional discounts that apply to individual stock codes or groups of stock codes (product classes) where volume merits. You may call your Sales Territory Manager, or call GRK Head Office at 1-800-263-0463 to inquire on your discount level. Back to Top
• Q7: How many GRK product codes are there ? There are more than 600 distinct product (stock) codes available from GRK Fasteners. Back to Top
• Q8: The clickable email addresses don't work. What might be the problem ? The clickable email addresses only work if your browser is set up to point to your email program (e.g., Outlook Express), and if that email program is configured to work for you. Back to Top
• Q9: Does GRK have a published policy to describe what is done with information collected from customers ? The Privacy Policy has been published to help you understand that GRK takes every measure to respect and protect any personal information you may provide to us. In very general terms, we respect your privacy and will only use the information we collect to serve you as a valued customer of GRK Fasteners. Back to Top
• Q10: Is there any easier way to select items from the drop down list of GRK products ? Yes! First, many people do not remember all of the tricks associated with using drop down lists. For example, did you know that if you position your cursor on the column to the right of the drop down list BUT NOT TOUCHING THE SCROLL MARKER, and then click, the list will move up or down (depending upon whether your cursor is above or below the scroll marker) in big steps ? Furthermore, if you position your cursor as described above and merely hold down your right mouse button, the list moves up or down at a fairly rapid speed. You may also choose not to scroll through the list. Instead, if you merely highlight the box by TABbing to it, you can navigate quickly to a spot on the list by typing the first letter or digit of the item you wish to navigate to. For example, to get to the beginning of Trim head screws, merely type the letter T. You may then use your DOWN cursor key to move through the list of Trim screws, or you could click on the arrow at the side of the drop down box to scroll through the Trim screws after getting to that spot using this tip. A full list of short cut letters and digits appears in a question below. Back to Top
• Q11: How do I place orders for drop shipments ? When you begin to enter an order, and again when you check out an order, you are given a chance to adjust a few bits of information. For example, you can change the "request to ship" date, and the "ship to address". If you change the "ship to address", the computer will assume this is a drop shipment web order, and will apply a lesser discount to the order as it is checked out. Back to Top
• Q12: The computer changes the number of pro-packs I ordered. Why? We need our customers to order an even number of pro-paks. This is because a master container of pro-paks consists of two "pails". The computer will silently and automatically "round up" to the next even number if you try to order an odd number of pro-paks. This is intended behaviour. Back to Top
• Q13: The line number on the order screen is red. Why is this ? When the line number is red, this is a visual indication that the item of interest MAY already be on back order (e.g., we have none in the Thunder Bay warehouse). If your company does not accept back orders, this is your opportunity to delete the line (by changing the quantity to zero and clicking Update) before completing the order. Back to Top
• Q14: How do I delete a line item or comment from the order I am entering ? To delete a comment line, merely take out all of the text from that line and click update. The computer will take out the line, move everything else up one line, and renumber the lines on your web order. To remove a "line item" line, merely set the quantity to 0 and click on update. Back to Top
• Q15: How do I insert a line item in the middle of an order ? Sorry ! There is currently no way to insert a line into the middle of a web order. All lines are added at the bottom. This is under consideration for a future version of the software. Back to Top
• Q16: When can I cancel a web order ? There is a grace period of one to two hours [during normal working days] when you can cancel a web order. The grace period is extended for the duration of a weekend or holiday day. More specifically, as soon as the order status changes to "Entered in Encore", you will be unable to cancel an order. If there is any doubt, call us during normal office hours, and we will be pleased to do whatever is required for you. Back to Top
• Q17: How can I ensure that GRK is paying the freight for an order ? During entry of a web order, the words Freight Charges Apply appear on the page where you are entering your order until you order enough goods to hit your "freight prepaid minimum". When you have ordered enough, the writing will change to black and the words "Freight Prepaid" will appear on your page. A second way is to look at the comments on the bottom of your displayed order. PLEASE BE AWARE THAT WHEN YOU CANCEL A LINE ITEM, YOUR STATUS WITH REGARDS TO "WHO PAYS THE FREIGHT" MAY CHANGE ! Back to Top
• Q18: How do I add on to an order I have checked out ? First, it is best if you don't have to add on to an order that has already been checked out. However, we realize this is necessary sometimes, and invite you to telephone us as quickly as possible whenever you need to add on. If you are really quick, and the order has not already been "wrapped, strapped and completed", you may issue another web order and include a comment to "Ship With Web Order xxx". However, new efficiencies in the Warehouse and Office have dramatically reduced the time it takes to accept and fill an order, so the window of opportunity for "adding on to an order" continues to shrink... PLEASE BE AWARE: There is no GUARANTEED way to add on to an order you have submitted. GRK prides itself on exemplary customer service, but sometimes cannot accommodate an add on. Back to Top
• Q19: When does the GRK computer send me email ? The GRK computer sends email as an independent confirmation of major actions you take. To protect you against the unlikely but possible situation when someone else guesses your password and places an order, our computer sends you email whenever you "check out" a web order, "cancel" a web order, have your order filled (Order Confirmation via Email) and when your order is shipped. Back to Top
• Q20: When can I use the Customer Services Web Site ? The website is "up" 24 hours per day / 7 days per week all year except for scheduled down time and unforseen problems. However, it is best to avoid using the website Friday evenings from 10pm EDT until about 6am EDT Saturday morning. Back to Top
• Q21: How do I get my customers included on the GRK Retail locator ? The simplest thing is to generate a report from your computer of retail locations that carry GRK products. The list should include: Store Name, Address, City, State/Prov, ZipCode, Phone, Fax, Email, Contact Person and Web Site. If you do not have all of these fields, merely send what you have. The list can be in any format: text, spreadsheet, comma-delimited, tab-delimited, flat file, Word document, etc. Send the list to GRK and we will update the retail locator as fast as possible. As an alternative, ALL stores who sell GRK products may REGISTER with GRK and enter / update their own information. Contact GRK inside marketing staff via email to learn how to get started if you are already listed in the retail locator. Back to Top
• Q22: How do I get a JPEG version of the advertising on the media page ? First, go to the media page. When you see the pictures, you merely double click on a picture to download it in JPEG format. If you prefer Adobe Acrobat (PDF) format, click on the link below the picture. Back to Top
• Q23: What are the different status values that a web order has ? Web Order go through the following status changes:

  Status	Description
  Being Entered	While you are working on the order, and if you leave an order open (by NOT Checking Out), the order will have this status and may be changed.
  Entry Complete	After you check out an order (to submit it for processing), it will have this status. You can cancel orders when their status is either 'Being Entered' or 'Entry Complete'.
  Entered in Encore	Once the order has gone along to the next stage, it is marked with this status. Orders with this status cannot be cancelled. You must speak to someone at GRK Head Office to amend an order with this status.
  Delivered / completed	Once the order has left the building, its status will be changed to this.
  Cancelled	The only thing you can do with a Cancelled order is "display" (print) it. Occasionally, all cancelled will be purged from the system.

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• Q24: What is the GRK Email newsletter, and when will it be available ? GRK aspires to produce a newsletter that will be delivered to interested parties. The newsletter will feature information about GRK products, how they are being used, and what types of projects are amenable to each type of fastener. The newsletter will also feature upcoming specials, important events, stories about GRK partner organizations, and industry news. GRK Wholesale partners, retail partners and Territory Sales Managers will play an important role in bringing this publication to life, and in building a subscriber base. Back to Top
• Q25: What is the COPY Web Order function, and when will it be ready ? The COPY function provides a simple mechanism to turn a previous sales order into a new Web Order. One merely chooses a Sales Order from the list, and requests that it be copied. The computer will make a copy of the order (in Web Order format) and will then bring up the order in the "Create / Maintain Web Order" screen so that it can be changed. By adjusting quantities, deleting some lines and adding others, the task of creating a new order is simplified immensely. This functionality was implemented in 2nd quarter of 2003. Back to Top
• Q26: How might I use comment lines on a web order ? Comment lines are communications tools. Comments entered on Web Orders are propogated to both the packing slip and the invoice. Comments can be used to provide information to any combination of: the GRK person inspecting the order, the GRK Warehouse person filling the order, the person in your company receiving the order, or anyone who reads either the packing slip or the invoice. Back to Top
• Q27: What are quick keys, and how do I use them ? The humongous drop down box that contains a list of all 600+ GRK stock codes would be difficult to work with, were it not for the tips suggested in Q10, and the existence of "short cut keys". For your convenience, the following short cut keys position you at the top of a block of GRK stock items when the drop down box is selected BUT NOT EXPANDED (i.e., you just see a single, highlighted item from the drop down box and not a list of items). Typing the key in the "Short Cut Key" column will bring you to the section described in the "Catalogue Section" column.

  Short Cut Key	Catalogue Section
  A	Top Star Adjustable Fasteners
  B	Bits and Carded Bits
  C	Cabinet Screws
  D	Deco(rative) caps to cover screw heads
  M	Metal Siding Screws MSS
  P	Pan Head Screws
  R	R4 - Multipurpose Screws
  S	R(ugged) Structural Screws (RSS)
  T	Trim Head Screws
  U	R4 Stainless Steel (Pheinox), General Purpose Screws
  V	RSS Stainless Steel (Pheinox) Rugged Structural Screws
  W	Trim Stainless Steel (Pheinox) Screws
  X	Miscellaneous GRK Products
  0	R4 - Multipurpose Screws [for those who use our 5 digit stock codes]
  1	Cabinet, then RSS, then Trim [for those who use our 5 digit stock codes]
  2	Top Star, then R4 SS (Pheinox) [for those who use our 5 digit stock codes]
  3	RSS SS (Pheinox), then Trim SS (Pheinox) [for those who use our 5 digit stock codes]
  4	Metal Siding Screws (MSS) [for those who use our 5 digit stock codes]
  8	Bits, Carded Bits, Insul-Knives, etc. [for those who use our 5 digit stock codes]
  9	Catalogues, Hand Held Displays, etc. [for those who use our 5 digit stock codes]

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• Q28: When will the Adobe Acrobat (PDF) version of the catalog be ready? GRK Fasteners makes it possible to display / download either the entire catalog in PDF format, or a single page from the catalog - also in PDF format. As GRK continually adds to its product line, changes to the catalog occur continuously. In the event of a major change (e.g., global price changes or renumbering of stock items), every attempt is made to provide substantial early warning to our valued customers. Back to Top
• Q29: How often, and when is information updated for this site ? New Customer Information and Warehouse Inventory Information is updated hourly beginning at 7:00am EDT until about 6:00pm EDT. All Sales Information is updated every evening beginning at about 7:30 pm EDT. Some statistical (sales summary) information is updated nightly or weekly (typically Friday night). Back to Top
• Q30: What other functions will be added to this web site? The short answer is "that depends upon you" ! The following suggestions have been made:

  Include tracking numbers via email for goods in transit

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• Q31: What new features were implemented in early April of 2006 ? The following features / functions were added:

  New Checkout Procedure

  When you click on the picture of the cash register, you may enter or change: Customer Po Number, Requested Ship Date, Special Instructions and Drop Ship Name and Address at checkout time. The computer will reprice your order and add comments at the bottom.

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• Q32: GRK has color coded its labels. What colors are used ? The table follows:

  R4	brown
  PHEinox (Stainless Steel)	blue
  RSS	red
  MSS	purple
  Cabinet	orange
  RT/Composite (Trim)	green
  FIN/Trim	mustard
  Pan Head	gray
  Top Star	pink
  Vinyl	black
  Caliburn	light green

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• Q33: How do I use the express order function ? Step by step, do the following:
  1. Go to the "Customer Utilities Menu"
  2. Click on "Create / Maintain Web Order"
  3. leave the "Web Order" drop down box set to "NEW..."
  4. Choose "Create (Form) New Web Order" from the Action: drop down box
  5. Complete the second section by entering your Customer Purchase Order Number:, Requested Ship Date (all three boxes) and Special Instructions (if any).
  6. If this is a drop shipment, you should complete the boxes in the third section (Drop Ship Name, Street, City + State/Prov: etc.
  7. Click on "Create New Order or Apply Action to Selected Order"
  8. The screen will take a moment to refresh. When it does, all of the items that you have ordered in the past year will be present on the web order form. Simply fill in the quantities you require.
  9. When you are done, click on "Update" to see the pricing.
  10. You may add new items (using the drop down box "Select a bulk box, ..." and filling in the quantity - just like before). However, you will have to click "Update" once after adding each new line.
  11. You may adjust quantities just as before, and click "Update" to see the changes.
  12. When you are done, please click on the "Yes" radio button at the bottom of the page and click "Update" one last time.
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• Q34: How do I use the copy order function ? Step by step, do the following:
  1. Go to the "Customer Utilities Menu"
  2. Click on "Create / Maintain Web Order"
  3. Choose the order you would like to copy from the drop down list beside the label Web Order:
  4. Choose the Action: "Copy Selected Web Order and Edit" from the next drop down box.
  5. Complete the second section by filling in your Customer Purchase Order Number:, Requested Ship Date (all three boxes), and Special Instructions:.
  6. If this is a drop ship order, fill in the third section (Drop Ship Name:, Street, City + State/Prov:, etc.)
  7. Click on the "Create New Order or Apply Action to Selected Order" button
  8. When the page refreshes, you will see the line items and comments from the previous order WITH the quantities you ordered before.
  9. Adjust each of the quantities to reflect what you want now. To delete a line item, set the quantity to 0 (zero).
  10. You may then add line items using the work lines at the bottom (as before).
  11. Click "Update" to see the revised order (including pricing).
  12. Check out in the normal fashion when you are done.
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• Q35: How do I make a drop shipment order ? What happens to my discount ? When you are creating a new order (using the "Create / Maintain Web Order" function), simply put in a Drop Ship Name:, Street, etc. and the computer will know this is a drop shipment. As an alternative, when checking out your order, you have another opportunity to enter these fields (Drop Ship Name:, Street, etc.) before the final re-pricing of the order. PLEASE NOTE: The only time the computer will ignore what you have typed in for a drop ship address is when you choose the Action: "Edit Selected Web Order". For these orders, enter the drop ship address at checkout time. Please also be aware that your drop ship terms are displayed on the "Create or Maintain a Web Order" screen, and that different (lesser) discounts and freight pre-paid amounts exist for drop ship orders. Back to Top
• Q36: How has the web order checkout procedure changed ? The checkout procedure is initiated by clicking on the cash register after you have said you are done with entering line items on an order. The procedure allows you to change: your Customer PO Number, Requested Ship Date, Special Instructions and Drop Ship (name and address) information. The checkout procedure will adjust discounts as required, re-price the order, add comment lines to the bottom of the order, send a confirmation email and generate a printable version of the order in your browser window. Back to Top
• Q37: Why do some stock codes (on a web order) show up in the color orange ? When entering a web order, if you accidentally (or on purpose!) choose a stock code that appears elsewhere in the order, both lines will show up in the color orange. Thanks to Derek Miller for this suggestion! Back to Top
• Q38: The drop down box to select a previous web order has changed. What is now displayed ? Identifying a prior order from a drop down list is a daunting task - especially when so little information (date and status) is provided. Here is a sample: "252 2003-05-01 12577 [$4,322.00] [Being entered]" The drop down box has the following data items on each line:
  • the word "NEW" or a Web Order Number 252
  • the date the Web Order was first created 2003-05-01
  • the Customer Purchase Order (PO) Number 12577
  • the approximate value of the order in brackets [$4322.00]
  • the order status (also in brackets) [Being entered]
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• Q39: At checkout time, what comments might be added to my web order ? The computer will add comment lines at the end of your order during checkout. First, based on the type of order (regular or drop ship), the amount of the order and the "Freight Prepaid" policy amount, the computer will tag the order with one of: "FREIGHT PREPAID" or "FREIGHT CHARGES APPLY". If the order is very small, it may also put in a comment to the effect that "CUSTOMS CHARGE OF $xx APPLIES". Finally, if the order is very, very small, the computer might insert a comment line: "MINIMUM SHIPMENT NOT MET". These are guides for GRK central office staff and may be changed or deleted when they are reviewed. These comments will appear on your completed web order. Back to Top
• Q40: When I enter an invalid quantity, what does the computer do ? If you enter a negative quantity, the computer merely ignores the negative sign. If you enter non-numeric characters in the quantity field, the computer merely ignores the line. Therefore, you should check that your last line went in correctly before adding a new line. In future, the computer will warn you if it does not accept your last line. Back to Top
• My question is not listed here. What do I do now ? Please call GRK at 1-800-263-0463 to ask your question. We will be happy to answer it and post our response on this page. You may also email your questions and comments to grk@grkfasteners.com.