PHONAK eStore Software User Guide

PHONAK eStore Software

Specifications

• Product Name: Phonak eStore
• Features: Device management, repair services, order history tracking, document access, user management, warranty lookup
• Compatibility: BTE products

Product Usage Instructions

Sending a Device for Repair

1. From the navigation bar, click on Device Management.
2. Enter the serial number of the device to be sent in for repair and select the repair check box. Click Repair to proceed.
3. Select Reason for repair, choose desired warranty for the device, and click Prepare Order to proceed.
4. Phonak eStore will display the warranty status of the device(s) and a flat-rate repair charge for devices out of the warranty period.
5. Provide additional information and instructions on the form and then click on Submit Order when done.
6. Repair order confirmation will be displayed. Click on Download PDF to view and print the repair form.
7. A confirmation email is also sent to the user with instructions and a copy of the repair form.

Order History

1. Click on Order History.
2. Adjust the search criteria by Order Type, Order Status, start and end date, or search by order information. Then click on Show Results.
3. Orders matching the search criteria will be displayed. To view the details of a specific order, click on the order number.
4. For orders with the status Shipped, a Track Shipment button will be available. Click this button to be taken to the courier website for additional tracking information.

Document History

1. From the navigation bar, click on Document History.
2. Documents created in the last 30 days will be shown. You can also search by document start and end date.
3. Narrow down your result by document type by putting a check box on the document type you are searching for.
4. You can also search documents by order number, client name, document number, and PO number.
5. Click on Show Results to start the search and display results.

User Management

Maintain user access to your accounts using User Management.
Account Manager and Admin can manage user access online, create new users, delete existing users, modify account details, and reset passwords.

Warranty Lookup

1. From the navigation bar, click on Device Management, enter the serial number, and click on Retrieve Device Management.
2. Click on the serial number to view device warranty information.

How to Order BTE Products

1. Check the Account/Pricing Program before adding products to your cart. The default pricing program is Private Pay.
2. Start a new order by selecting Stock or Client. For Client orders, enter first name, last name, and claim number for third-party orders.
3. Use the Configuration tool to help you configure the products in your order. Select the model of the hearing aid and click on Go.

Frequently Asked Questions

Q: How can I track my order once it has been shipped?

A: For orders with the status Shipped, a Track Shipment button will be available in the Order History section. Click this button to be taken to the courier website for additional tracking information.

Q: Can I view and print the repair form after submitting a repair order?

A: Yes, after submitting a repair order, a repair order confirmation will be displayed. Click on Download PDF to view and print the repair form.

Sending a device for repair

Follow these steps to send a device for repair:

1. From the navigation bar, click on “Device Management.” A
2. Enter the serial number of the device to be sent in for repair B and select the repair check box C . Click “Repair” to proceed. D
3. Select “Reason” for repair, choose the desired warranty for the device, and click “Prepare Order” to proceed. E
4. Phonak eStore will display the warranty status of the device(s), and a flat rate repair charge for the device(s) out of the warranty period. F
5. Provide additional information and instructions on the form and then click on “Submit Order” when done. G
6. Repair order confirmation will be displayed. Click on “Download PDF” to view and print the repair form. H
7. A confirmation email is also sent to the user with instructions and a copy of the repair form. I

Order history

Viewing your order history and tracking an order is as easy as 1-2-3:

1. Click on “Order History.” A
2. Adjust the search criteria by B
   • Order Type,” “Order Status,” start and end date, or search by order information. Then click on “Show Results C.” Orders matching the search criteria will be displayed.
   • To view the details of a specific order, click on the order number.
3. For orders with the status “Shipped,”
   • a “Track Shipment” button will be available. Click this button to be taken to the courier website for additional tracking information. D

Document history

Accessing a variety of documents related to an order or your account is quick and easy:

1. From the navigation bar, click on Document History”. A
2. Documents created in the last 30 days will be shown. You can also search by document start and end date. B
3. Narrow down your result by document type by putting a check box on the document type you are searching for. C
4. You can also search documents by order number, client name, document number, and PO number. D
5. Click on “Show Results” to start the search and display results. E

User management

• Maintain user access to your accounts.
• User Management” allows Account Manager and Admin to manage user access online.
• You can create new users, delete existing users, modify account details, and reset passwords.
• The table below describes access rights for each level.

Warranty lookup

Warranty look-up can be done quickly and easily:

1. From the navigation bar, click on
   • Device Management”, enter the serial number, and click on “Retrieve Device Management.” A B C
2. Click on the serial number to view device warranty information. D E

How to order BTE products

Phonak eStore allows you to easily place a BTE order online.

1. Check the Account/Pricing Program before adding products to your cart. The default pricing program is Private Pay. A
2. Start a new order by selecting Stock or Client. For Client orders, enter first name, last name, and claim number for third-party orders. B
3. Use the Configuration tool to help you configure the products in your order. Select the model of the hearing and click on “Go.” C
4. The configuration tool will guide you with product selection, including charger, receiver/tube/domes, and accessories. Click on “Add to cart” when done. If ordering custom earpieces with your BTE/RIC, go to the earpieces category and add the desired custom tip. Refer to “How to order custom products” for instructions. D
5.  Review items in your shopping cart and click on “Proceed to Checkout.” E
6. Review shipping information and add special instructions if needed. When done, click on “Submit Order.” F
7. Your order number will be displayed. If changes need to be made after order submission, contact Customer Service and provide the order number. G

How to order custom products

Phonak eStore allows you to easily place a custom order online.

1. Check the Account/Pricing Program before adding products to your cart. The default pricing program is Private Pay. A
2. Start a new order by selecting Client Order. Enter first name, last name, and claim number for third-party orders. B
3. Use the Configuration tool to help you configure the products in your order. Select the model of the hearing and click on “Go.” C
4. The configuration tool will guide you with product selection. Start by adding the audiogram and then select your method for providing impressions. D
5. Continue with model selection, shell options, and additional options. When done, click on “Add to cart.” E
6. Review your order and click on “Proceed to Checkout.” F
7. Review shipping information and add special instructions if needed. When done, click on “Submit Order.” G
8. Your order number will be displayed. If you are mailing impressions to Phonak, click on “Download
   • PDF ” to download and print the Custom Product Overview. Include this document in the box with the impressions. H

Changing payment settings

1. Account and Pricing Program can be changed by clicking on the “Edit” button under your user menu. A B
2. Click on the account name to show the available pricing program under the account. C
3. Select the pricing program and then click on “Use these settings.” D E

My shortcuts

The “My Shortcuts” feature allows you to add frequently ordered items to your shortcuts list for quick access to add to your cart.

1. To add an item to your shortcuts list, select the item you would like to add to your shortcuts, then click “Add to Shortcuts.” A
2. To order items from your Shortcut list, click on “My Shortcuts” located on your user menu, and then click on “Add to Cart.” B C

Additional Information

• For assistance with the Phonak eStore, please email: eservices.ca@phonak.com or call: 18008761167.
• 2024-11/ Printed in Canada.
• © Phonak Canada All rights reserved.