Purpose
This article provides guidance for Help Desk agents supporting Sales Representatives who are receiving a shipment of Evamist. It includes key talking points, clarifications, and instructions to help field inquiries and ensure consistency.
Situation Overview
Sales Reps will soon receive a courier shipment of Evamist. Due to a file error from the Cardinal warehouse, there are some discrepancies between what is expected and what appears in the CATS system.
Talking Points for Reps
If a Sales Rep contacts you with questions, please confirm the following instructions:
-
✅ Count the Shipment
Ask them to physically count each unit received and enter that total into CATS manually. -
⚠️ Ignore Mismatch Pop-Up
If a pop-up indicates a mismatch between received and expected quantity, advise them to bypass the message and proceed.
Explanation: The warehouse submitted data in cases, not units. -
📧 Disregard the Discrepancy Email
Let them know they will receive an automated discrepancy email the next day. This can be ignored — only this time. -
📩 Ignore “Shipment Pending” Emails
Due to early file submission, “shipment pending” messages may also be generated. These too can be disregarded. -
📞 Courier Call
Remind them to expect a phone call from the courier regarding delivery.
Support Contacts
If a rep has additional questions or concerns, direct them to:
🧑💼 Tricia Lay
📧 Tricia.Lay@synergistix.com