Frequently Asked Questions   [ collapse/expand all ]

  • 1. How do I get access to the course?
    For individuals: First, create an individual account. Next, go to our course catalog and place the modules you want to buy in your shopping cart. From your cart, press the "checkout" button to complete your order. Once your order is complete, you'll have access to the modules in seconds.

    For corporate/group users: Your group administrator will send you an enrollment link via email.

    For corporate/group administrators: Create a group administrator account in our Group Administration System where you can purchase licenses and offer them to members of your organization.
  • 2. How much does the course cost?
    Retail/Individual Users: Up-to-date pricing and promotional discount information can be found in our course catalog.

    Group Administrators: Group pricing reflects many benefits for a corporate or group environment, including incremental volume discounts that increase as more licenses are purchased. Our group discounted pricing schedule can be found in Group Administration Help.
  • 3. How do I pay for the course?
    For individuals: The simplest way to pay is online with a credit card, which grants you instant access to the course once your credit card is approved. You can also create an invoice to pay by mail (with a check) or have a 3rd party (such as your employer) pay on your behalf. Instructions for paying by mail can be found during the checkout process. We accept orders on our web site or by mail; phone orders will not be accepted. Please do not send credit card numbers over email. Wire transfers are not accepted for individual accounts.

    Group Administrators: Group accounts use centralized billing; you can pay online with a credit card or print an invoice and pay with a company check.
  • 4. Can I see a demo?
    We have a video demo that is approximately three (3) minutes in length. Please note that while this video contains spoken audio, our online course is self-paced and does not contain audio. Video Demo
  • 5. Can I purchase training for my company or a group?
    Yes. We offer a complete group administration tool for centralized purchasing/invoicing, user account management and license distribution, as well as complete reporting so you can track the course completion status of your group. Complete details, including volume discounted pricing, can be found in Group Administration Help. Also see the "Group/Corporate Accounts" section later in this FAQ.

    See our comparison of retail and group accounts.
  • 6. How long does it take to complete the material?
    Each module takes the average reader between 1 and 2 hours to complete; the total time to complete the entire course is estimated at approximately 8 to 10 hours.
  • 7. For how long can I access the course, and is access limited in any way?
    Access to the course modules is sold by seat license. When you purchase a seat license of a module, you receive unlimited online access to that module for one full year. There is no limit to the number of times you can view the material during that year. Some premier users may have a shorter access period depending on restrictions set forth by their company.
  • 8. What are the system requirements to view the course?
    The system requirements to read our course are very modest. Most internet browsers will work (for example, Internet Explorer 7 or higher, Firefox 3 or higher, and Safari are all tested compatible). See the section "Browser Requirements Test" at right » to be sure your browser meets the requirements to enjoy all the features of the course. Our web site is designed to work with a huge number of browser and system configurations; if you experience any problems viewing the materials or our web site, let us know.
  • 9. Can I purchase the course on one computer and view it on another computer?
    Yes. For example, if you purchase the materials at home you can view them on your computer at work simply by signing in using your browser at work, in the same manner you might check your bank balance or read an online newspaper from multiple locations.
  • 10. What topics do you cover?
    Supply Chain Online, LLC has developed a set of core supply chain materials that reflect a wide range of issues and business initiatives companies face. See the preview for each module for a table of contents and specific information (start with our course catalog).
  • 11. Who are these modules designed for?
    Module SCM101 is designed as an introduction for those with little or no background in supply chain management, to give basic information enabling all readers to understand the concepts and strategies in subsequent materials. Modules SCM102 and up provide sufficient clarity and depth to suit a wide ranging audience, from those with little experience in logistics and supply chain management to those with many years of experience in the field. The feedback and ratings we publish on our web site come from users ranging from novice to expert, with no discernable difference in ratings between the various groups. Since our materials are available for a full year, readers can review the modules as often as they wish during the course of the year as they become more comfortable with the concepts.

  • 12. How do I navigate through the course?
    When you are viewing a module, the navigation toolbarappears:

    In addition, the options panel appears, offering additional options for view settings, such as line spacing, font style, text column width, and font size.
  • 13. How do I print a page from the course?
    Use your web browser's print command (typically in the "File" menu). We recommend printing pages after you have filled out any mini-quizzes / simulations so that the answers and results appear on your printed copy for future reference.
  • 14. Do I have to access the pages in order?
    No. Although the modules and pages therein are designed to be read in sequence, you may move around the module using the navigation toolbar as you please. In fact there is a quick-select menu that will allow you to jump to any page instantly.
  • 15. Does the course work on tablet devices?
    Yes. Online access to the course is fully supported for Android™ 3.0 and higher tablets (those running Honeycomb or later). For Android users, we recommend de-selecting the "Auto-fit pages (Format web pages to fit the screen)" option under "Page content settings" of the stock browser. iPad™ devices are also supported with the exception of limited Flash-based content.
  • 16. Can you describe the tests?
    Our tests present multiple-choice or true/false questions with 2 to 4 possible answer choices. For each module, a set of questions has been created from which 10 are randomly selected each time you take the test. A score of 70% or better is considered passing.

    When you take the test at the end of each module, your test will be graded and your score will be saved in your account. You can review your test scores any time by clicking on the "Account Home" button and choosing the "Test Scores" tab at the top of the screen. Along with your score, the following information is stored: last test date, status (passed/not passed), and the number of times you have taken the test. The image below shows a sample of what your test results will look like in the "Test Scores" screen:

  • 17. How many times can I take each test?
    You can take each test as often as you wish until your seat license expires. However, only the latest test result will be recorded in your account; if you have passed before and then re-test and you do not pass, your account will show that you have not passed the test. The number of times you take each test is recorded in your account, but is not shown on your certificate.
  • 18. For how long will my scores be available?
    Test scores remain available as long as your account is active with Supply Chain Online, LLC (they will be available in the "Test Scores" screen even after your seat license for that module expires).

  • 19. How do I access my account when I can't remember my username or password?
    Click here to find out how to retrieve your username or reset your password. Passwords are stored in an encrypted format on our system; it is impossible for support to tell you your password. If you are unable to answer your security question to reset your password, support will need to verify your identity before your password can be manually reset.

  • 20. How do I earn the personalized certificate, and what does it look like?
    The certificate is automatically available to all readers who complete all five (5) full length modules in the course with a passing test score of 70% or better in each module.

    The certificate is personalized with your name and the date you completed the last eligibility requirement. View a sample certificate.
  • 21. Who issues this certificate?
    The certificate is issued by Supply Chain Online, LLC.
  • 22. Can you tell me if Company XYZ will hire me / give me a promotion after I earn your certificate?
    We cannot make such guarantees; the best person to ask would be the hiring manager for the position or group to determine the weight they would give the certificate with respect to a job applicant's overall standing.
  • 23. Does this certificate grant continuing education units (CEUs), and are you accredited?
    The certificate is a means of demonstrating accomplishment based on completion of our online course materials; it does not grant CEUs. At this time, Supply Chain Online, LLC is not accredited.

    APICS Certified Readers:
    Our certificate does provide 8 hours of continuing education credit toward APICS certification maintenance; please contact us for details.
  • 24. For how long will I be able to download the certificate?
    As long as you maintain passing scores on your most recent test scores for all required modules, you will be able to access your account and download the certificate for at least two years from the date of your most recent purchase. As long as your most recent score on each required test is a passing score, you will be able to access your account and download your certificate even after your seat licenses expire. It is recommended that you keep a softcopy (electronic version) of the certificate on your computer.
  • 25. Can you mail me a hardcopy of the certificate?
    Supply Chain Online, LLC does not mail printed hardcopies of certificates. It is the responsibility of the reader to download and/or print the certificate. The certificate can be saved on disk and printed by the reader.
  • 26. Can I take the tests and get the certificate without buying the modules?
    You must be a licensed reader of the required modules in order to be eligible for the certificate.
  • 27. What if I re-take a test and I don't pass after my certificate has been issued/printed/downloaded?
    Re-taking tests once you have passed is not recommended. Our system will warn you (but will not stop you) if you attempt to re-take a test for which you already have a passing score. In the event that you re-take a test and you do not pass, your certificate will become invalid until you pass the test again. If your certificate is invalid, while you may have a printed certificate, any attempt to verify that certificate using our online verification system will fail. For this reason it is important to maintain the security of your username and password, as giving out that information could result in unexpected changes in the status of your certificate.
  • 28. Can you explain certificate verification?
    To guard against fraudulent certificates, Supply Chain Online, LLC maintains a keyed verification system. Every genuine certificate issued by Supply Chain Online, LLC has a verification code printed along the bottom. When this code is entered on our certificate verification page, the system will check the code and show whether the individual presenting the certificate has indeed met the listed requirements. Supply Chain Online, LLC will maintain your verification records for at least five years after your most recent purchase.
  • 29. Can I verify a certificate over the phone or by email?
    Validation can be performed 24 hours a day by using our certificate verification page.
  • 30. I know my certificate is valid, but verification isn't working.
    First, go to your "Account Home" screen, click the "Certificate" tab, and double-check that all requirements have been met. If you have met all listed requirements and your certificate still cannot be verified, check your entries on the verification page very carefully (including spelling and capitalization). If you continue to have difficulty, contact support and we will investigate the problem.
  • 31. Does the certificate show the number of times I took each test and my test scores?
    No. The certificate only shows that you passed the tests; it does not show your scores or the number of times you took each test.

  • 32. Can I purchase access for more than one person?
    Using the Group Administration System, group administrators can purchase licenses with incremental discounts, distribute those licenses to their organization, and generate course completion reports that can be downloaded for use with database or spreadsheet software. The centralized purchasing function (with optional invoice generation during the ordering process) is perfectly suited to corporate or group environments where end-users are not expected to cover the cost of their enrollment, and discounts are calculated and applied automatically as licenses are purchased.
  • 33. How can I find out if my company or group has a group account?
    Check with your HR or training manager to find out if you have group-level access to our materials. For privacy and security reasons, we do not publish a list of corporate/group clients.

    You can also write to us from your company-supplied email address; if you have a group account we will have your group administrator contact you at that email address.
  • 34. How easy is it to become a group/corporate client?
    Simple. Just register as a group administrator (a free step) and you can start purchasing licenses immediately. There are no monthly fees or hidden charges; you pay for seat licenses (with incremental volume discounts) and then send license activation links to your group members via email. Contact us to find out more information or if you have questions not answered here.
  • 35. How do group members or employees access the course?
    Group Administrators purchase licenses and then distribute them via email to the group. In the Group Administration portal, under "Manage Licenses", the administrator enters the email address and a license code is sent to that address. Employees or group members activate that license by choosing their own username and password, and they can begin reading immediately.
  • 36. Is there a minimum number of users for group enrollment?
    There is no minimum number of group members, though for groups that will never have more than five people it is more cost-effective to register individuals and use our retail ordering system. Since volume discounts are incremental (for example, license #20 is less expensive than license #1), if you expect your group to grow in the future, a group account is recommended. Group accounts also enjoy other centralized management benefits; compare group enrollment to retail ordering.
  • 37. How much work is required of my IT department?
    None. If your company allows employees to access external web sites and uses a standard browser, employees can view our materials (they can even view our materials on the road or at home, without requiring access to the corporate network). And since employee registration takes place on Supply Chain Online, LLC's web site, all support issues (other than company-specific network or system issues) come straight to us. There is no additional burden on your help desk.

    Of course, we will work with your IT group to answer any questions or concerns they may have. Supply Chain Online, LLC shares a common goal with corporate IT departments: a smooth, functional user experience of the highest quality.

  • 38. How do I get access to the course?
    For individuals: First, create an individual account. Next, go to our course catalog and place the modules you want to buy in your shopping cart. From your cart, press the "checkout" button and enter your credit card information. Once your credit card is approved in real-time, you'll have access to the modules in seconds.

    For corporate/group users: Your group administrator will send you an enrollment link via email.

    For corporate/group administrators: Create a group administrator account in our Group Administration System where you can purchase licenses and offer them to members of your organization.
  • 39. How do I pay for the course?
    For individuals: The simplest way to pay is online with a credit card, which grants you instant access to the course once your credit card is approved. You can also create an invoice to pay by mail (with a check) or have a 3rd party (such as your employer) pay on your behalf. Instructions for paying by mail can be found during the checkout process. We accept orders on our web site or by mail; phone orders will not be accepted. Please do not send credit card numbers over email. Wire transfers are not accepted for individual accounts.

    Group Administrators: Group accounts use centralized billing; you can pay online with a credit card or print an invoice and pay with a company check.
  • 40. Can my employer pay for my course?
    Yes. During checkout, select "Create Invoice" and give your printed invoice to your employer. They can follow the payment instructions on the invoice and you will have access to the materials once the payment is processed. For larger groups (generally 10 or more employees), our Group Administration System, with volume discounting, is a better option.
  • 41. Why can't I buy more than one seat license of each module in a retail order?
    Our online store is designed for individual users. Our Group Administration System, with volume discounting, is available for groups and companies.
  • 42. Are there discounts available?
    Retail promotions for individual accounts are shown in our course catalog, under "Current Promotions". Volume discounted pricing is available for group/company accounts.
  • 43. Is your checkout process secure?
    Yes. We use an SSL-secure checkout page hosted by Payflow Link where you can enter your credit card information. During the last phase of the checkout process you will be directed to our secure page on the PayFlow Link server so that you may complete the transaction safely. At that point you will see our logo on the order form, though the URL reflects PayFlow Link's secure site. Supply Chain Online, LLC meets electronic merchant PCI Data Security Standard (DSS) requirements:

  • 44. My transaction was declined. What's the problem?
    Your credit card transaction must meet several criteria for security. You need to enter the proper billing address of the credit card (this is the cause of nearly all transaction failures on our site). Also, you need to enter the correct Card Security Code. Accented or special characters on the credit card form could cause our system to stop a transaction if it perceives an attempt to defeat our security protocols. Finally, credit card transactions are sometimes simply declined by your bank. If your transaction error says that the card was declined, you will need to discuss the matter with your bank. You might be nearing your credit limit, or in the case of purchase cards, you might have a per-transaction limit that is lower than the amount you are trying to charge. In every case of a failed transaction, your card will never be charged.

    Your order history, along with reasons for transaction failure, can be viewed here: Order History.

    If you are unable to process an order with a credit card, we also accept orders by check. Follow the prompts to "order by mail" during the checkout process.
  • 45. Can I purchase training for my entire organization?
    Yes, our Group Administration System can accommodate any number of readers from your organization.
  • 46. What is your return / refund policy?
    Within 30 days of your purchase, you may request a full refund/credit for any seat license as long as your account password has not been used to view any material in that seat license.

    Once you have viewed any of the material in a seat license, it is considered "opened" software and cannot be refunded under any circumstances. We offer previews of our modules, with complete descriptions, sample pages, and access to the table of contents to give the purchaser an indication of the contents.

  • 47. I'm having problems viewing the modules.
    Please make sure you meet the requirements listed under "Browser Requirements" on the right pane of this page (you may need to scroll up to see it. If the requirements test indicates that your browser is supported and you are still having difficulties, please contact support for assistance.
  • 48. Printing doesn't work properly.
    Please read the following:

    1. Be sure your browser is set to print images; some browsers have this option turned off. This option can typically be found in "Page Setup" or a printer options screen.
    2. Ensure that your browser is supported by checking the Browser Requirements box on the right side of this page (you may need to scroll up toward the top of the page).

    If you have tried or acknowledged both these steps and still cannot print, please contact support and we will work with you to solve the problem.
  • 49. How do I obtain technical support?
    We offer email-based support. The support email address, which is monitored, can be found on our contact page. It is not necessary to send support emails with "high" priority; support messages automatically receive the highest priority in our system. We will do our best to respond to your question in the same business day, and typically within the hour.
  • 50. What if your site goes down?
    Very rarely, we will need to take the site down for occasional maintenance and updates. Unless there is an emergency, we will do our best to restrict any outages to off-hours when customers will be least impacted. We cannot guarantee the 100% uptime of our system or the network route from the end user's computer to our servers, though we will do our best to maintain constant operation of our servers and software. In addition, we maintain a failover system that continues to deliver course content in the event our primary servers are unavailable. Supply Chain Online, LLC has an excellent record of system availability. You can check the system status here.

  • 51. Can I download / print / save this material?
    Our modules are licensed to readers for online viewing and printing for personal use. To print a page of a module, you must be viewing that page. Module pages cannot be printed after your seat license expires. Making copies or otherwise distributing our materials to anyone other than a licensed reader violates our license agreement and terms of use. With the exception of printing pages from your browser, the copying of text, graphics, or any other content from our modules is expressly forbidden.
  • 52. Can I transfer my seat licenses to someone else?
    Seat licenses cannot be transferred from one account to another, or from one module to another in the same account.
  • 53. Can I share my seat license(s) with others?
    Seat licenses are for your individual access to the materials. Sharing online access to your account (even with those using your computer) or your printed pages is a violation of our license agreement.
  • 54. Is my email address secure?
    Yes. We do not sell or give away email addresses under any circumstances. Supply Chain Online, LLC has always maintained the absolute privacy of our customers' information; see our privacy policy for more information.
  • 55. Is my password secure?
    Your password is stored in an encrypted format on our system. This means no one, including anyone at Supply Chain Online, LLC, can ever know your password; this also means that support is unable to respond to emails requesting lost passwords - we are unable to retrieve them. Lost passwords can be reset via our "Reset Password" option on the sign-in page (you must correctly answer your security question first), and will be set to a random string of numbers and letters which will be emailed to you. After you sign in with your new password, you may use the "Account Settings" tab to reset your password to something that is easier for you to remember.

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