Aceable Texas Defensive Driving Part 3

M-F by 5 PM CST, Saturday by 3 PM CST

M-F by 1 PM CST, Saturday by 12 PM CST

With USPS, no. With FedEx, yes if they are also not closed.

https://trello.com/c/B9RP24yX/388-usps-holidays

https://trello.com/c/CPiVSKYr/421-fedex-holidays

Make it clear to the student that, by law, we are required to mail out hard copies of certificates to students so they can sign them. Digital/emailed copies will not be accepted.

On extremely rare occasions, we can email the certificate to the student and/or court. They need to have explicit permission from the court saying they'll accept a digital/emailed copy of the certificate. However, if they are later turned away and required to submit a hard copy, then the student needs to wait for the one we sent them in the mail or order one through expedited shipping. We are not responsible for them being turned away by the court.

You can take down the court/employer's email address and send them a verification email that the student has completed the course and we have sent them the certificate. Include the following in the email:

Student Name
Birthdate
Driver License Number
Reason for taking DD
Court Name/Employer Name
Date of course completion

We can also take a screenshot of the slide in their course showing they've completed the course and email this to the court/employer

Send the certificate again free of charge. Ask if using their selected shipping method is okay. If you're trying to meet a customer's deadline, upgrade to the necessary shipping option for free so they get it on time. Ask for a different address to avoid this happening again.

Evaluate if the error was ours or the student's by checking the daily report and the Google spreadsheet shipping template for that student. The student needs to order a new certificate from us for $10 if it was their error and we printed their information as is and made no changes. We will waive the fee if it was our fault.

How much is it for a student to order an additional certificate (i.e. if they lost the original one they sent us)?

In instances where it is the student's fault that they need another certificate, we charge them $10 to reprint and resend the certificate (http://aceable.com/additional-items).

When this happens, though, don't blame the student. Listen to their issue (i.e., I lost the certificate you sent me and need a new one, I gave you the wrong info, etc.) and tell them we'll gladly send them another certificate, which will only cost $10. Offer to help them purchase over the phone or send them the link above in an email or chat.

Scroll through this email and look for the student's email address. Search for them in the CS tool and see if the purchase in the email is reflected in their account in the CS tool.

If yes, close the email.

If not, assign the email to the Swagmaster (Aceable Driving). You'll also need to create a Trello card in the CX- Operations board for the Swagmaster. Put it under the correct column (DD vs. ADE) and add the appropriate member (usually the Swagmaster) and a label.

http://aceable.com/additional-items

2- one for the court and the other for their insurance company

Yes, for $25

They can order it at the end of the course.

They can also order it at http://aceable.com/additional-items

Certified 3A Driving Record

We can go to http://aceable.com/additional-items and take their payment information over the phone.

The Swagmaster will then order the record at: https://txapps.texas.gov/tolapp/txldrcdr/TXDPSLicenseeManager

We print a copy.

We also save a copy to Google Drive. This is especially important if a student's package is lost by the USPS or FedEx so we don't have to re-purchase the record.

We send out the hard copy with their Certificate of Completion.

Yes. Sometimes students contact us and want a digital copy of their Driving Record, so we attach the PDF we saved in Google Drive to an email.

They need to sign the certificate and present it to the court, insurance company, or their employer.

1- for their insurance company