Author: Bender

Why is this product page not loading on Elev8GlassGallery.com? What do I do when a product page returns a “Server Error” message?

If you try to open a product on the front end of our website (Elev8GlassGallery.com) and the page won’t load, this typically means that there is some conflicting option selected or enabled in the back end of the product. Attempting to open the product page in this case will return a message that says “Server Error. Something went wrong… Please try again later.”

Note: Before trying to diagnose this issue, make sure you attempt to open a few other unrelated product pages to confirm that the problem is only affecting one specific product. Sometimes BigC has server errors that can prevent pages from being opened, but this will typically affect the entire site and not a single product. If you are only getting this error when you attempt to open one specific product, then there is definitely a conflict in the product’s

It seems that the most common reason for a product page returning a Server Error message is a conflict in the product’s option set. You can verify this by removing the option set and then saving the product without the option set (make sure you take note of the name of the option set, so that you can add it back in later).  If the product loads fine after removing the option set then you have confirmed that there is a conflict in the product options. If the product is still returning a “Server Error” message after removing the option set then contact Adam/IT and enlist some help.

If you determine that the option set is causing the product page not to load, then go through the product options that make up that option set. There will likely be at least one product pick list option which has “Yes, adjust the inventory for these products when purchased” selected, and a conflict can potentially occur when the parts used for such a product option are set to “Do not track inventory”. If we aren’t tracking inventory for a part then BigC can’t adjust the inventory for that part when the product is purchased, and this causes a conflict in BigC’s code that breaks the page. If the inventory is not being tracked for the parts in a product option, then that product option should NOT have “Yes, adjust the inventory for these products when purchased” selected. Deselect it, save the product option, and then add the option set to the product once again and try to load the product page. If the product loads without any issue then you have found and eliminated the issue! If not then contact Adam/IT and ask for help.

How do I check voicemail messages at the warehouse?

  1. Dial *98 and then pick up the receiver. (Don’t pick up the receiver before dialing as the phone will think you’re trying to call out to a regular number, and it will insist that you need to enter the rest of the digits).
  2. Dial 6001 (mailbox ID).
  3. Dial 1450 (Pin).
  4. Press 1 to hear new messages. If you need to replay a message press 5. If you want to skip to the next new message press 6.
  5. If a customer does not leave their name or callback number, press 3 after listening to their message to access the advanced options, and then press 3 again to hear the message envelope. This will include the callback number from which the customer originally called.

What should I do with used glass components when sending my vape in for repair? Should I clean my vape first?

Do not send us any used glass components when sending in your vaporizer for a repair service. We legally cannot return these items to you without cleaning them extensively. If we receive any used or dirty glass components with your vaporizer we will notify you and offer to either clean and return the piece for an additional fee, or to dispose of the piece.

You should also try to clean your vaporizer as thoroughly as possible before sending it into us for a repair service. Remember that cannabis residues and other plant residues are not legal to ship in the mail, even if they are legal to use in your state or country. We take this very seriously, and if your vaporizer has noticeable plant residues we will not be able to return the unit until the unit has been cleaned, in which case we may charge an additional cleaning fee.

When sending in your vaporizer for repair, remove all of the glass components (including the knob) and thoroughly clean the unit with a minimum of 91% isopropyl rubbing alcohol. If in doubt, a smell test can always tell you if there are residues still remaining.

How Do I Set Up a Vaporizer Repair Order?

  1. Have the customer register the vaporizer if they haven’t already done so. They must register by clicking the ‘Registration’ link or the ‘Register Now’ button on our Warranty page. If the customer is on the phone, we can file the warranty registration for them. 
  2. Have the customer file a claim for the repair service using the proper form online (click the ‘file a claim’ button on the Warranty page). If the customer is on the phone we will file this for them.
  3. Offer the customer a repair kit and instructions, or offer our mail-in repair service.
  4. Never ask customers if they prefer to mail the unit to us themselves, it is better for us to provide a return label to the customer so that we can keep track of the shipment.  If a customer has already mailed their unit in, go through all these steps (without creating a return label) to ensure proper filing.
  5. Make a new order for the customer’s repair service on BigCommerce:
    1. If this is for a Silver Surfer, Da Buddha, or Super Surfer then choose line item ‘Warranty Repair Elev8 Vaporizer‘. If this is for a Life Saber or a SideKick V2 then choose ‘Warranty Repair (Life Saber)‘ or ‘Warranty Repair (SideKick)‘. It will automatically populate the order with a dollar amount.  If the vape is covered under warranty change the price of the service to $0.
    2. To get the shipping cost amount, run a shipping quote on ShipStation (click the ‘rates’ button at the top of the screen). If the customer is requesting a return label then the shipping cost we quote on the order will be the cost of round-trip shipping (return label + shipping the unit back to the customer after the repair). If the customer has already shipped their unit to us, then we only need to charge for one-way shipping to get the repair back to the customer once the service is complete. 
    3. Advise the customer that a ticket has been opened and that any emails about this ticket are not a request for payment. Once the item has been repaired, the order will be updated to reflect the final amount due.  If the unit is covered under warranty then we will only charge for shipping costs, if the unit is out of warranty then we will use the following repair fee schedule. Be sure to advise the customer of this fee schedule beforehand, and let them know that our initial quote may change based on what our repair tech recommends we replace:
      1. Base Repair Fee = $30 (to replace ONE of the three core components [dimmer, heater, or power cable])
      2. Additional Parts = +$20 for each additional core component that needs to be replaced. If we replace all three core components (dimmer, heater, and power cable) then the maximum repair fee we will charge is $70 for a full refurb ($30 base + $40 for the other two components).
      3. Glass Cleaning Fee = +$10 (customers can avoid this fee by not sending their unit in with any glass included or attached)
      4. Knob Repair Fee = +$10 (this is technically a separate repair service which should be added to the order as its own product, but some customers will request this service along with their vaporizer repair service).
      5. Unit Cleaning = +$10 (we will often waive this fee unless the unit is particularly dirty, but if the unit only requires a basic cleaning then we will not charge them).
      6. Heater Stand Upgrade = FREE (we will upgrade any unit that has the old Shim and Spacer heater stand)
      7. Shipping = the customer is responsible for paying all associated shipping charges regardless of whether the unit is covered under warranty.
  6. Inform the customer via email or phone that they must remove all of the glass components from their vaporizer, and if the vaporizer is dirty it should be cleaned with alcohol before being shipped to us. Shipping carriers will reject any package that has a noticeable smell of cannabis. If we receive a dirty vaporizer we will charge an additional $10 cleaning fee. If we receive dirty glass components they will be thrown away and the customer will have to purchase these components again unless they already have spares.
  7. Prepare a return label for the customer using ShipStation, save it as a PDF, and email it to them from your Elev8 email address. Do not automatically email the label to the customer from within ShipStation as we have no way to verify that they received the email.
  8. Change the status of the repair order to “Incoming Warranty Repair” while we await the arrival of the customer’s vaporizer.
  9. Customer service processes the return upon arrival, and when ready the unit is taken to the warehouse production team to begin the repair service.
  10. Shipping notifies customer service when the repair is complete and ready to be shipped back. 
  11. Customer service contacts the customer to upsell, discuss the service costs, and to collect payment for the service, shipping, and any additional fees.
  12. Once payment has been collected, change the status of the order to “Awaiting Fulfillment” so that Shipping knows that they can print out the order and prepare it to ship back to the customer, and then make sure that the repaired unit is given to

Can we take multiple payment types for a single order?

At this time our system does not allow for more than one type of payment, until this gets fixed or if anyone calls asking for help this is what is to be done:
1. Have them place the order and choose “Wholesale call back” for the check out option.
2. Either send the appropriate number of invoices through authorize.net for them to pay or take the card numbers over the phone using the virtual terminal.
3. When placing the order number on multiple transactions please label with a -1 or the sequence number. For example 80045236  for transaction number 1 and 80045236-2 for transaction number 2.