Consultant Backoffice Training

What is a Personal Link?

• A Personal Link is a unique link that your customers can sign up for and when they share it with family and friends they will unlock 10% Norwex Discounts on every purchase made on their link. When they’re Hosting an event, they have the ability to unlock additional rewards like Free Shipping, 50% off items and up to 25% Norwex Discounts on all purchases.

Do I need to have Office Suite for my customer to have a Personal Link?

• Yes, in order for your customers to sign up for a Personal Link, their Preferred Consultant will need to have Office Suite.

Can my customer shop on their own Personal Link?

• If a customer has an event turned on for their account, they can purchase on their own link. If they do not, then they are not eligible to purchase on their own link.

How can my customer get a Personal Link?

• When you have Office Suite and your customer creates an account, they will be able to get their Personal Link.

Can my customer customize their Personal Link?

• Yes, your customer can customize their Personal Link by going into their Account > Norwex Perks > Personalize Link.

Does a Personal Link expire?

• No, Personal Links do not expire, and they stay with the customer throughout their Norwex journey. They can share it out and earn rewards by Referring or Hosting. When they decide to become a Consultant, their Personal Link becomes their website if they sign up for Office Suite.

Can a Consultant have a Personal Link?

• No, Consultants that have Office Suite have the best link of all to share – their Personal Website.

What happens if I cancel my Office Suite subscription and I have customers who have Personal Links?

• The customer’s personal links will still be active and purchases may still be made on their personal link. However, your customer will no longer receive the rewards associated with sharing their Personal Link. All orders will be distributed to the Preferred Consultant of the person who is purchasing on the link. And if the customer is new to Norwex, the customer will go into the lead pool and be assigned a consultant.

What does the “Customer Account” section look like for my customers?

• Click here to see a tour of the account section for your customers

What are Norwex Discounts?

• Norwex Discounts are earned by customers when they share their Personal link. You earn Norwex Discounts when someone purchases on your Personal Link.

What can I spend my Norwex Discounts on?

• Norwex Discounts are a form of payment and can be applied to the retail sales of product.

Can I use Norwex Discounts on 50% off items?

• No, Norwex Discounts can’t be combined with the 50% off items earned by Hosting.

Can I use Norwex Discounts on shipping?

• No, Norwex Discounts are used to pay for product only.

Can I use Norwex Discounts on new products?

• Yes, Norwex Discounts can be used on new product purchases.

Are Norwex Discounts commissionable for Consultants?

• Norwex Discounts a reward for your customers and therefore, any portion of a sale that is paid for by Norwex Discounts are non commissionable for the Consultant.

Do Norwex Discounts expire?

• Yes, as soon as a reward is earned, a 90-day timeline begins. After 90 days, your customers will have until the end of that month to spend their Norwex Discounts. We call this 90 days + end of month. This keeps it easy for Consultants and customers knowing that credits don’t expire mid-month.

Will my customers get a notification that their Norwex Discounts are expiring?

• Yes, 10 days before their Norwex Discounts expire, they will receive an email letting them know.

Can I see if my customers Norwex Discounts are expiring?

• Yes, under “Contacts” you can go to “Filters” > “Norwex Perks” > “Perks expiring this month” to see who has Norwex Discounts that are expiring.

Do I have Norwex Discounts as a Consultant?

• Yes – you also earn Norwex Discounts as a Consultant. They are earned in various ways including self-hosting, and through various programs including Bright Start and are combined with the Norwex Discounts from Hosting.

Are Consultants Norwex Discounts different than Shopping Sprees?

• Yes, Norwex Discounts have different rules than Shopping Sprees and different ways to earn, however all Shopping Sprees will convert into “Norwex Discounts” in the new system. You will be able to view your Credits balance when you log into the Consultant Back Office by going to “Profile & Settings” and “Credits”

Key things to know:

• Your customers will get a Personal Link when they sign up for an Account (if their Consultant has Office Suite) & it stays with them throughout their Norwex journey.
• 10% will be earned on all sales through the link and be on a customers account as “Norwex Discount”
• When your customer becomes a Host and their event is at least $250 and they have a booking, they can unlock Free Shipping.
• Customers can shop their Personal Link when they’re hosting an event and unlock rewards.
• The first booking unlocks up to 25% in Norwex Discounts on their sales.
• Each of their first 3 bookings unlocks a 50% off item.
• Hosts can book their own next event to unlock rewards.
• 50% off items and products paid for with Norwex Discounts are non-commissionable and part of the Host program benefits.
• Consultants can Host their own events and any orders that come onto their site will automatically go onto the party if one is open.

When my customer has their Personal Link, what rewards can they earn?

• Referral Rewards – Your customer will earn 10% Norwex Discounts on all sales that are placed on their Personal Link

What rewards can my customer earn when they decide to Host an event?

• Host Rewards – Click here to see the Host rewards flyer and then check out the “Norwex Discounts” FAQs below for more information.

Is there a limit to the amount of rewards my Host can earn?

• No, the rewards while Hosting are unlimited.

Is there a timeline for my event?

• Yes, please see the Event Timeine FAQs for more information.

Can I still close my event early if I need to?

• Yes – you will be able to close your event out early. Simply go to your Event, Click “View Event” and there will be a button available for you to close your event.

How can I change the date of my event?

• Click here to see how to edit the date of your event.

Can my host self-check out?

• YES! Your Hosts will be able to check out on their own. It’s an exciting new benefit for your Hosts.

Can a Host order on their own event?

• Yes – your Hosts can place a full priced order on their own events.

What happens when my Host has a booking?

• When your Host has a booking it unlocks the higher tiered rewards as well as a 50% off item. When the event is $250 and the Host has a booking, they will unlock Free Shipping

How many 50% off items can my Host earn?

• They can earn up to 3 items at 50% off.

Do the 50% off items expire?

• These items also have a 90 day + end of month expiration and the timeline starts when they’re unlocked with a booking.

Are 50% off items commissionable?

• The 50% off items are a reward for the Host and are therefore non-commissionable.

Can a Host re-book themselves?

• Yes, a Consultant can create a future event for the Host and they will unlock rewards on their current event. Click here to learn how.

How do I add a booking onto an event?

• Click here to see how to add a booking onto an event.

Can a Consultant self-Host?

• Yes, one of the great benefits at Norwex is that our Consultants have the ability to self-Host an event and earn rewards.

If I don’t have Office Suite, can I still Host an event and can my customers have an event?

• Yes, you will need to enter all of the orders individually in the Back Office and you will need to spend any Norwex Discounts for your customer.

As a Consultant, if I have an event open on my main account and someone places an order – do I need to “move” it to the event?

• Any qualifying order that comes into your account when you have an event open will automatically be applied to the event. A qualifying order is an order placed on your personal event or directly on your website that isn’t already associated with an event.

What happens when a customer signs up during the event?

• If your customer enrolls as a Consultant during the event, her event stays open and orders are attributed back to the original Consultant tied to the party. The new Consultant will not be able to earn any personal retail sales while her event is open. Sales from their personal website will be attributed to the event. There are two options: 1. Sponsor can close the event so the new Consultant can earn personal retail sales and open an event of their own. 2. If the sponsor is not the Consultant with whom the customer has a party with, then they’ll want to wait until the event closes to sign up so that they can begin earning rewards right away.

How far in advance can I schedule an event?

• You can enter an event into the Back Office or for an Event up to 6 months in advance.

What if I want to have more than one event at a time?

• Click here to see how to set up an Account to hold additional events and earn rewards.

What if my Host wants to schedule an event for the following year?

• Enter the event for 6 months out and then touch base with them at that point to finalize the date and adjust it in the system.

How any days in advance can an event open to earn rewards?

• The event earning period opens up to 90 days prior to the event date.

Can I schedule an event earlier than 90 days out?

• You can schedule an event and the earning period will start right away if it’s within 90 days.

How much more time do I have to collect orders after the event date?

• After the event date, you will have 14 days during a “last call” window to collect orders for the event.

What happens when an order comes in after the 14 day “last call” window?

• Your customer will continue to earn 10% any time a sale comes into their Personal Link.

Can my customer open another event right away?

• Your Hosts can have events back to back but they can’t overlap.

What if my customer is earning their 10% by sharing their Personal Link and they decide they want to Host an event to unlock more?

• When a purchase is made on a Personal Link, a 30-day “Opportunity Window” opens. If a party is created for the customer during that time, all sales in that window can be scooped up into the party. Once an event is open, their sales during the “Opportunity Window” convert to the Host Perks rewards plan when the next sale comes in.

How do I place an order?

• See the Back Office Step by Step section to review

Will the one hour cancellation window still be available?

• All orders placed will be held for a period of one hour before being processed, during this time the order can be cancelled.

How do I cancel the order?

• Only the Consultant can cancel the order. To do this, go to the orders section in your Back Office, click on the customer, click their customer order number and on the top right you will see the blue button to cancel the order. You must cancel the order within one hour.

Can I still move an order?

• Within 72 hours, you will be able to move any qualifying order that comes onto your website. A qualifying order is an order placed on your personal event or directly on your website that isn’t already associated with an event. Click here to see how to move a qualifying order: Order Moves on Vimeo

What if I work or miss the order when the order comes in and I don’t see it?

• You will have 72 hours to move a qualifying order.

If an order goes onto the wrong event and it’s not on my personal website and I’m not personally hosting it, can I move it?

• If both you and the other Host agree to the move, you can reach out to the CCC within 72 hours and they will review to see if the order meets all of the order move criteria.

How long do I have once an order is placed to move it?

• You will have 72 hours to move a qualifying order..

How do I move the order?

• Click here to see how to move a qualifying order

What if a customer places an order with the wrong Consultant?

• If an order is placed with the wrong Consultant, you can reach out to the CCC to have it moved within 72 hours.

Will our customers know how far away they are from unlocking a discount or special offer?

• Yes, during the checkout it will show them how far away they are from earning a discount or special offer and they can add it during their checkout process.

Key things to know:
AutoSave is the NEW AutoShip & Save.

• Your first product when enrolling in the program is full priced and replenishment orders will receive 10%
• Future subscription enrollments will automatically receive 10% off as a benefit for being in the program.
• Add any full priced items to your order.
• When your AutoSave order reaches $150 (US) or $200 (CA) – you will unlock FREE SHIPPING
• Consultants can enroll in AutoSave and receive 10% off and then 35%

If I don’t have Office Suite, can my customers participate in AutoSave?

• Yes, your customers who have you designated as their Preferred Consultant can participate in AutoSave and you will receive those orders. You may also participate in AutoSave as a Consultant if you don’t have Office Suite.

Will my customers who are signed up for AutoShip & Save be migrated over to the new AutoSave program?

• Yes – any customer who currently is signed up for AutoShip & Save will migrate automatically to the new program.

What is the new AutoSave program?

• Click here to learn more about the new AutoSave program.

If I am a Consultant and am signed up for AutoShip & Save as a customer, will my account become my Consultant account?

• If the email that you used to open your customer account is the same as your Norwex account, your AutoShip & Save details may transfer over. If not, you can keep your AutoSave as a customer or start a new one as a Consultant.

What if my email is different – how do I move my subscription or do I need to start a new one?

• You can keep your AutoSave as a customer or start a new one as a Consultant.

What items are available in the AutoSave program?

• Most consumable items are available for AutoSave – see Norwex.com for more details.

Who is eligible to sign up for AutoSave?

• All customers and Consultants can sign up for AutoSave.

As a Consultant, do I need to subscribe to Office Suite to sign up for AutoSave?

• No, you do not need to have Office Suite for you or your customers to sign up for AutoSave.

How does the AutoSave discount work on the first order?

• The first order in AutoSave is full priced and can be added to an event.

How does the AutoSave order work on the replenishment order?

• You will receive 10% off on your replenishment order

Can I add full priced items to my replenishment order?

• Yes! You can add any full priced items to your replenishment order

How far in advance can I schedule my AutoSave order?

• Up to 6 months

How can I change the date of my AutoSave order?

• When you go into your AutoSave order, you can easily adjust the shipment date.

How do I get free shipping for my AutoSave order?

• When your AutoSave order reaches $150 (US) or $200 (CA) – you will receive free shipping on your order.

What type of notifications will my AutoSave customer receive?

• AutoSave customers will receive a notification when their order is about to ship that will give them time to add or edit their order.

Can I see AutoSave orders that are coming up for my customers?

• Yes, in your Back Office you can click on “Orders” and “AutoSave” to see the future orders.

How do I see customers that have AutoSave orders?

• In your Back Office you can click on “Contacts” and use the Filters to sort through. After clicking on Filters, choose “Products” and “Has AutoSave”.

How do I skip a delivery?

• To skip an AutoSave order, go to the AutoSave Orders section within your account and change the ship date on the item(s) you want to skip. We won’t send you the item(s) until the next date you choose. Please note that changing the frequency of your AutoSave order will not change your upcoming ship date, you must change your upcoming ship date to the new date you would like to receive your next shipment.

How do I combine products to be in the same order?

• AutoSave orders that have the exact same order date, shipping address, billing address and payment method will ship as one order.

When will I be charged for the orders?

• Orders will be billed to your credit card on the day the order is shipped. You may cancel any order up to 24 hours before the next ship date in your Customer Account.

How do I make changes to my AutoSave account information?

• To review or modify your account information, login to your Customer account and go to the Edit Your Account Information section.

If an item is out of stock when it is time to ship, what happens?

• In the instance that an item is out of stock when your delivery is scheduled, the order will be skipped and it will be sent during the next replenishment cycle.

Are AutoSave orders eligible for refunds?

• You have the same great warranty on all Norwex products.

How do I make changes to my AutoSave account information?

• To review or modify your account information, login to your Customer account and go to the Edit your Account information section.

Will customers who were in AutoShip & Save be instantly eligible for all the benefits of AutoSave?

• Yes, they will be eligible to participate in all the benefits of the new AutoSave program without the first full priced qualifying purchase.

How do I edit my AutoSave order?

• Click here to see how to edit your AutoSave order

What’s included in Office Suite:

• Click here to see all the details

Why do I want Office Suite?

• Click here for the video.

How much does Office Suite cost?:

• Office Suite is $9.99 per month in US & CA.

How do I know when I will be billed?

• Login to Norwex Profile & Setting in your Back Office > Office Suite > Subscription Settings to see your next billing date.

How do I know if I’m subscribed to Office Suite?

• Login to Norwex Profile & Settings: Profile icon on top right header > Profile & Settings> Office Suite> Subscription Settings See if Status is Active

Is Office Suite required to be a Consultant?

• No, it is not required, however – it is an incredible tool for you and your business. Log into your Profile & Settings section and check out all the Office Suite has to offer.

How can I opt in or out of Office Suite?

• Login to Norwex Profile & Settings: Profile icon on top right header > Profile & Settings> Office Suite> Subscription Settings to edit your subscription.

What happens if I cancel Office Suite?

• If you have Office Suite and your customers get a link from you and then you turn off Office Suite, your customers will not earn rewards for either Hosting or Referral Rewards. The link will still work and any orders that come in from customers where you are their Preferred Consultant will come to you. Any orders that are entered where you are NOT the Preferred Consultant will go into the lead pool.

Can my customer have a Personal Link if I don’t have Office Suite?

• No. the ability for your Preferred Customers to get a Personal Link and earn rewards by sharing will be turned off without Office Suite. If they go to the Norwex.com website and create an account, the option will not be available for them.

Can my customer Host an event and earn rewards if I don’t have Office Suite?

• Yes – you will need to manually enter the sales in the Back Office on an event and your Hosts can earn rewards.

How do I learn more about Office Suite?

• Login to the Norwex Profile & Settings: Profile icon on the top right header. > Profile & Settings > Office Suite > Subscription settings to learn more about Office Suite.

What is a Preferred Consultant:

• Click here to learn more about Preferred Consultants.

Key things to know:

• Each customer will be assigned a Preferred Consultant.
• The newsletter to customers will come from their Preferred Consultant.
• You do not need to have Office Suite to be someone’s Preferred Consultant.
• Orders that come into the main Norwex website will automatically go to their Preferred Consultant.

What happens if a new customer doesn’t choose a Preferred Consultant?

• One will be assigned to them.

Can my customers choose me as their Preferred Consultant?

• Yes, your customers can choose you if you have Office Suite

If I don’t have Office Suite, how can I become someone’s Preferred Consultant?

• Without Office Suite, your customers won’t be able to find you to add you as their Preferred Consultant, however, if they are new to Norwex and are purchasing from you for the first time, you will be their Preferred Consultant automatically.

Can my customers change who their Preferred Consultant is?

• Yes, the decision is up to the customer, and they can change their Preferred Consultant.

If an order comes into the main Norwex.com website and I am their Preferred Consultant, will I get the order?

• Yes, you will get that order.

Can a customer purchase from me if I am not their Preferred Consultant?

• Of course! When a customer purchases from you on your website or at an event you or one of your customers is Hosting, you will receive those orders.

If a customer places an AutoSave order at my event but I am not their Preferred Consultant – will I receive the subsequent orders?

• The subsequent orders will go to their Preferred Consultant, but a customer can change their Preferred Consultant at any time.

What are the benefits of Office Suite & being a Preferred Consultant?

• You have access to the customers Personal Links, all orders that come into the Personal Links for referral or are events will come to you. Your profile & signature will be on the customer marketing emails, see your customers Wishlists and you will receive customer rollups if someone on your immediate downline goes back to being a customer.

Can a customer change their Preferred Consultant mid-event?

• No, once a customer has started an event with a Consultant, they aren’t able to change the person they are holding the event with. After the event is over, they will be able to change their Preferred Consultant if they choose to.

How can my customer change their Preferred Consultant?

• Click here to see how your customer can change their Preferred Consultant.

How are my customers identified in the new system?

• Email is the unique identifier for all Norwex customers. It is recommended to ask your customers for their email address. This will enable Norwex to send out critical emails when placing orders, shipment information, AutoSave notifications etc.

Do I have to enter an email with a .com?

• You can enter any valid domain for email addresses. It is important that it follows the standard email format. For example: Ivy@norwex.org

What happens if my customer doesn’t have an email?

• You can create a customer without an email, however, they will not receive promotional emails from you since you haven’t entered that information.

What happens to my customers email / contact when they’re combined?

• When we launch the new system – most contacts that have the same email address will be combined into one main account that will be searchable by their email. The last account that had sales or was edited will be the new main account when we launch. All sales information will be aggregated into the main account. The remaining accounts will be given a “Noemail” address and will still be in your list. You can delete or keep these accounts.

Can we import personal contacts into the Back Office contacts?

• We do not have this ability at this time.

What is a Shop Offer?

• A Shop Offer is an offer that you can choose to share with your customers. They are generally funded by the Consultant, although sometimes Norwex pays for a portion (See Shop Offer Details in your Profile & Settings section for more information)

Do I need to have Office Suite to use Shop Offers?

• Yes, you will need to have Office Suite to use the Shop Offers.

How do I turn on a Shop Offer?

• Go to your Profile & Settings section and to the “Office Suite” Section – from there you will choose the “Shop Offers” section and decide which offers you would like to share. When you turn them on in this section, they will be instantly available for anyone who comes to your website.

Do I have to offer Shop Offers to everyone?

• You can also attach a Shop Offer to an individual cart and check out customers on your own. Go to “Orders” > “New Customer Order”> follow the instructions for creating an order and when you get to the checkout you will see the Shop Offers available at the top of the checkout section. You can simply select the offers that the customer is eligible for.

Where can I find Shop Offers?

• Under Profile & Settings – go to the “Office Suite” section and look under “Shop Offers”

Can I attach a Shop Offer to a Shared Cart?

• Yes – you can attach any Shop Offer to a Shared Cart and send to your customer. Please note that the Shop Offer will stay in the cart and if your customer clicks on it at a later time, they will still be able to use it if it is a current offer.

What if I don’t want to turn on the Shop Offer for everyone?

• You can individually attach them to a cart or individually check out customers and use the Shop Offers. Another option would be to turn it on for everyone for a limited time and have a “Flash Sale” of your own or turn it on during an event so that people at the event can check out and use the offer. Have fun with these offers!

Do Shop Offers reduce my SubA?

• At this time, some of the Shop Offers reduce your SubA total. Make sure to read the details about the Shop Offer. A shipping offer wouldn’t reduce your SubA because shipping doesn’t count towards your SubA. Note that in the new system, SubA will be called “Retail Sales”

How can I share my 35% Consultant Discount with a customer?

• Click here to see how share part of your 35% Consultant Discount with a customer.

Can I add a discount to a Shared Cart?

• Not at this time

Do I need to have Office Suite to use the “Share A Cart” feature?

• Yes, the cart takes customers to your website so you will need Office Suite to use the “Share A Cart” feature.

How do I create a Shared Cart?

• When creating a customer order, you will add products to a cart and before you go to the checkout, there is an option to “”Share this Cart” – simply click that and a link will be created that you can share out with customers.

Can I add a Host to a Shared Cart?

• Yes – when you’re creating the customer order, simply select the Host during the order creation. Then any cart that you share out will automatically be associated with that Host.

Can my customer change the Host on the shared cart?

• Yes, when your customers are checking out, if they received a shared cart for the wrong Host, they are able to change their Host during the checkout.

Can I add a Shop Offer to a shared cart?

• Yes – you can add any of the Shop Offers to a shared cart. Please note that Norwex will limit the amount of Shop Offers you can share to ensure that you don’t exceed the amount you earn on the sale.

Can I add AutoSave to a shared cart?

• Yes – it’s a great way to help your customers get signed up easily for AutoSave. Just add the product as if you’re going to check out with AutoSave and then create a shared cart.

Can my customers change the items in the cart?

• Yes – they can add or delete items in the cart to customize it for themselves.

What are some other ways I can use to share a cart?

• Add your favorite products and text to a customer. Put one together for your event to share the products you’ll talk about. Add a Flash Sale to a cart and share through Project Broadcast. Post on Facebook when the new products launch and have all the new products already in the cart. Have some fun and turn on a Shop Offer, then add it to the cart and share it out. Add an item on AutoSave to your cart and when your customer checks out, they’ll be signed up for AutoSave!

Can I add a shared cart link to my website?

• Yes, if you have Office Suite you can add your social links to the website as well as one additional featured link. A Shared Cart is a great idea to share your favorite products and then already have them in a curated cart. Go to “Profile & Settings” > “Office Suite”> “Personal Website” and scroll down to add your “Featured Link”

How many shared carts can I have?

• There is no limit to the number of carts you can create and share

Are the “Shared Carts” stored anywhere?

• No, they’re not stored in the Back Office so if they are ones you want to share on a regular basis, make sure to save them. If you forget or lose the link, no worries – just make a new one!

What are filters?

• Filters are a new tool that will help you to sort through to find the contacts you’re looking for.

Where are they available?

• Filters are available in your Back Office on many of the pages, including: Orders, Contacts, BrightStart Reports as well as the TRM.

How do I use them?

• Simply click where it says “Filters” and choose the ones that will help you better sort through your list. Then click “Apply” and it will sort through automatically.

What types of things can I filter for?

• Under Orders you will have filters for: Order Status & Order type
• Under Contacts you will have filters for: Contacts who have you as their Preferred Consultant, ones who are Hosting this month or have a birthday, A potential Host or Consultant, Current Host, customer, contact, Products on AutoSave or has a Wishlist aswell as being able to filter to see who has Norwex Credits & discounts (Perks) expiring this month, is in an earning period and more
• Under Bright Start you will have filters to sort through the new Consultants listed by level
• Under TRM you will use the Filters to find Consultants and Leaders to celebrate, reach out to and so much more. It is a great way to sort through your team members.

Can I filter and see my customers links and upload to Project Broadcast?

• Yes, if you have Office Suite – go to “Contacts” and then click on Filters (Customer) – near the bottom of the list you will see “Preferred Consultant” Click there and then a list of everyone who has chosen you as their Preferred Consultant will show up. Then you simply “Export All” and in column “N” you will see a list of their “Shopping Link” – this is your customers “Personal Link”

Will the Shopping app continue to be available for customers & Hosts to use?

• When NORI launches the Shopping App will no longer be available. There will be a message on the app letting your customers know we are creating a new experience for them and directing them to their Consultant or Norwex.com for more details and to place an order.

Will my current .biz website forward to my new .com website?

• Yes, your current website will continue to forward for the forseeable future.

If I change the name on my website – will my old website continue to forward?

• No – if you decide to change the name for your website, your old .biz website will no longer forward.

How do I know how much “Sub A” (Now called Personal Retail Sales) I have from my order?

• Click here to see how to track your Personal Retail Sales during your order.

How do I personalize my website?

• Click here to see how to personalize your website.