RedShelf/Follett Escalation Pathways

Store Escalations Tier 1: Brytewave Support 

All student, faculty access, failed transactions and refund issues:  

Brytewave / eReader questions - Please call: 877-612-2233 or send an email to: [e-mail]

Brytewave Solve Article

Store Escalations Tier 2: RedShelf Support

Response time for any tickets submitted is:

•     8 hours during Rush periods (Aug. 1 – Sept. 15 & Dec. 15 – Feb 15)
•     24 hours during Non-Rush periods
•     Store must submit a ticket via RedShelf ZenDesk

Partner Dash:

Technical support, log in/access issues, title request follow-up should be logged in a ZenDesk ticket.

Please note that title approvals can take 1-4 weeks depending on the publisher and time of year.

For title request follow-ups, please be sure to include your store number and the ISBN(s) in question. 

Publisher Not on PartnerDash:

If the publisher you are trying to submit is not available in PartnerDash, we can begin working on establishing a relationship post- rush. Send the publisher name, contact information, website, and title needed to [e-mail] who will partner with RedShelf to get this vendor set up.

LMS set-up:

Locate your campus's details on the LMS Setup Document. If you cannot see your campus details, please add them.

Immediately send an email to [e-mail] and [e-mail] to alert them of the new LMS addition since outreach has already started.

RedShelf will reach out to the campus contact that you added to the sheet and provide a unique key, secret. and launch point to the school.

LMS Integration issues:

Please click the link below to submit a troubleshooting ticket and be sure to include a screenshot of the error you're encountering.

https://brytewavesolve.zendesk.com/hc/en-us/requests/new?ticket_form_id=360001332214