RedShelf/Follett Escalation Pathways

Store Escalations Tier 1: Brytewave Support 

All student access, 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 Integrations:

If you are unsure of your school’s integration status, or believe that the BryteWave LTI 1.3 tool needs to be set up for your school, please contact your Follett regional manager. If your school participates in Follett ACCESS, you may also contact [e-mail] for assistance.

If you need support with one of the RedShelf APIs, please contact [e-mail]. This FAQ page may also be a helpful resource.

For any other integration issues, please use the following link to submit a troubleshooting ticket; 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