PROJECT REDTAG TRAINING GUIDE
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PROJECT RedTag TRAINING GUIDE
Introduction
Flow Charts
Consumer Side Website Basics/Tools
Chat Support
Trouble Tickets
Available Products
Service Partner Side Website Tools
Terminology/Glossary
Business Development
Future of RedTag
Terms/Conditions
PLEASE NOTE: This Training Guide is for illustrative purposes only. We reserve the right to change,
modify, add to and/or delete from the service and/or product options that are illustrated in this Guide.
2
INTRODUCTION | project RedTag
REDTAG - NO LIMITS
The growth and power of large, direct to consumer, online print companies is possibly
the single biggest challenge that faces the average print broker/reseller. The
consumer purchasing from these entities is someone who, in the past, would have gone
to their local print broker or print shop. That means each order the onlineconsumer
places is either a lost opportunity or worse still an order a print reseller is
no longer getting.
The reality is that the average print reseller can compete or do better on quality,
customer service and even pricing than these online print retailers. What they do not
have is the marketing resources to attract the online print consumer.
Redtagprintsale.com aims to change that dynamic. We are the public face of a
revolutionary collaboration between a consumer facing e-commerce print solution,
the industry leader in wholesale print fulfillment, and print resellers.
It is your participation that sets Redtagprintsale.com apart. Only Redtagprintsale.com
offers a way for local print resellers like you to share in a nationwide direct to
consumer online print solution. Through you, we become a nationwide online print
retailer with high quality and local customer service. In return Redtagprintsale.com
provides the marketing resources to attract the online consumers that are currently
going elsewhere. As orders are placed with us, you, as our Customer Service
Partner, will share in the revenue received from each consumer assigned to your
account. However, your potential benefits are so much more than this. Each assigned
consumer is, in fact, a new lead to whom you can market additional high margin
products and services. The benefits of your participation are only limited by your
own imagination and drive.
Our goal is to make Redtagprintsale.com the premier online destination for consumer
print services and enable you, our Service Partner, to share in the rewards this will
bring. We aim to succeed by making you successful, as your Success is our success.
3
flow charts | project RedTag
Individual Relations in RedTag
Refers Customer to RedTag via
independent marketing efforts.
Marketing
Consumer
Affiliate
Order Placed/Online Chat Marketing Materials/Referral Fees
Trouble Tickets/Magic Number
Customer Questions/Answers
Referrals
REDTAG
Assigns CSP to Customer/ Printing & Shipping/Order Status
Revenue Sharing
Customer Print
Service
Partner Real time access to order status at printer Fulfillment
4
flow charts | project RedTag
Distribution of proceeds
Consumer
Order
$A TOTAL AMOUNT OF ORDER
REDTAG
Shipping
& Processing
(—) $B SHIPPING
Fees
Discount,
marketing or
(—) $C PERCENTAGE production fees
(if any)
Print
Fulfillment
(—) $D PRINT COST
cost
Customer service
Partner (=) $E PARTNER
Compensation
5
Consumer Side Website Basics/Tools | project RedTag
Product & main page
Here is a sample screen capture of the RedTag main page. This is typi-
cally the first page a consumer will land on when they come to the Red
Tag website.
Products are listed in the sidebar to the left and on the
“Products” page link in the top menu. Also in the top
menu are links to pricing, help (FAQ’s, templates,
contact), account (info, password change, order info),
and cart.
As with any well maintained frequently updated website,
this main page (and other key pages across the website)
can and will change on a frequent basis. This will be
necessary as we add new products, fine tune the website
flow and functionality, and of course continue
marketing campaigns.
Here is a screen capture of a typical Product page. The page content
may var y slightly depending on the specific product, but the basic con-
cepts and navigation tools will not be materially different.
On this page the end user is presented with a product
sample image and a brief paragraph describing the
item (to the left). The various product options and design
methods are provided to the right and bottom. The price
tag in the top right of the screen indicates the running
base price of the product the end user has selected.
Selecting any of the design, logo, or upload buttons
will move the end user into a tool to achieve the task of
creating and/or approving artwork for the cart step. If
the end user needs template for their own homemade
artwork, they can download these from the “Help” link in
the top menu.
6
Consumer Side Website Basics/Tools | project RedTag
logo designer & Express designer
Here is a screen capture of Logo Designer
Here you are looking at a screen capture of a point
midway through our Logo Designer tool. This tool is very
intuitive, and will guide the user through the creation
process step by step via buttons, arrows and a
descriptive note present at the top center of each
screen of the process.
Products that can be designed using this tool: Business
Card, Letterhead, and Envelopes.
Please visit the logo builder on the site and create a logo
to familiarize yourself with this tool first hand.
Here is a screen capture of Express Designer
Here is our Express Designer tool. This tool provides the
end user with a quick and easy artwork creation
experience. They may complete any of the steps in
whichever order they choose. They will select a text
format type, a background image (or no image), a font,
and type in their information. Once they are satisfied
with their creation they simply click the button at the top
right to move onto the cart step.
Products that can be designed using this tool: Business
Cards only
Please visit the express designer on the site to familiarize
yourself with this tool first hand.
7
Consumer Side Website Basics/Tools | project RedTag
advanced designer & uploader
A screen capture of Advanced Designer on RedTag
Here is our Advanced Designer tool. This tool allows the
user much more freedom in creating their artwork. With
this tool the end user can add shapes, toggle opacity on
shapes and text, and rotate text... among other things.
Products that can be designed using this tool: All
products (excluding grand format and “variable data”
items such as personalized calendars).
Please visit the advanced designer on the site to
familiarize yourself with this tool first hand.
Here is a screen capture of the Uploader Tool
Shown is one of the intermediate steps of the Uploader
tool. It is intuitive and will guide the user through the
process of uploading, positioning, and approving the
artwork uploaded to RedTag from their home computer.
This tool is for use with already fully completed artwork
so its functions are limited to zoom, rotate, move and
scale. You can also change the canvas orientation and
center or auto fit the artwork automatically with the
buttons provided.
Products that can be designed using this tool: All
products except for variable data items.
Please visit the uploader on the site to familiarize
yourself with this tool first hand.
8
Consumer Side Website Basics/Tools | project RedTag
Grand4mat & cart
Here is a screen capture of Grand4mat on Red Tag
This tool is similar to the Advanced designer, but
optimized for use specifically with large format products.
Products that can be designed using this tool: All large
format products.
Please visit the Grand4mat tool on the site to
familiarize yourself with this tool first hand.
This is a screen capture of the cart page
The end user can verify the product details and see the
artwork was placed into the cart successfully for check-
out. They can review the current order details, enlarge
the thumbnails of their product artwork, adjust the quan-
tity on items or continue shopping. The user will also be
able to add “matching” items with one click.
At the bottom left of the cart the user can input a coupon
code if they are not already in a session which includes
a discount (such as having clicked on a sales banner).
This is where an end user would input your unique
“nesting code” when you direct them to RedTag.
9
Consumer Side Website Basics/Tools | project RedTag
sign up & order
This is a screen capture of the Signup
Visitors to the website will generally not be asked to
login or sign up until they are ready to checkout.
This is to encourage customers to shop freely and
immediately. This will also enable user to browse through
most functions and learn about various tools and
features. An end user can log in or sign up at any time if
they choose to do so (by clicking on “Account”).
An end user will not be assigned to a trade partner until
they complete and successfully checkout with their first
order on the RedTag website. Next they will be assigned
“round robin” or by entering a unique nesting code.
Simply signing up without purchase will not assign them
to a trade partner.
This is a screen capture of the order complete page.
Upon completing a successful order an end user should
be able to see a unique order number, an outline of
order details, shipping and billing information. The
system will also inform the end user that they’ve been
assigned to a RedTag Representative, along with the
contact information of the representative. All the order
information will also be available on the main page of
the account, and help section of the contact page in the
event that the end user will need to review it again.
This page is also printer friendly, and there is no need to
navigate to a printer friendly version.
10Chat Support | project RedTag
LIVE Online chat
The chat line serves as an initial customer support contact point for end users that have not yet been
assigned to a Service Partner and/or customers that are not logged in.
An end user will not be assigned to a RedTag Service
Partner until they have placed their first order. Should
they encounter any trouble, or need help while
attempting to place their first order the chat line will be
available. It will give them the opportunity to contact
a live RedTag chat representative who can then assist
them on how to find products, navigate the website,
use the design tools and ultimately place the order.
Once that first order has been placed the end
user is assigned to a Service Partner and from
that point on the Service Partner will be their
primary customer service provider. If an
existing customer visits the RedTag website and
logs in, the customer will not have access to
the chat line. If the customer does not log in the
chat line will be available. Generally an end
user will not be able to retrieve any information
from a live chat discussion that is not relevant
to a current order in progress.
Live chat is provided to assist an end user in the use
of the website and design tools, to locate product pages,
complete the checkout process, or provide information on
job status.Once the end user has placed their first order,
primary responsibility for customer service and contact
with a customer will be with the Service Partner.
11Trouble Tickets | project RedTag
Generating Trouble Tickets
If any issues arise concerning completed orders, a logged in end user will be
provided with the opportunity to complete a “trouble ticket” describing their
issue. A copy of the trouble ticket will be forwarded to RedTag and the end
user’s assigned Service Partner.
In most cases, RedTag’s internal customer service function will be able to
resolve the issue and an email detailing the resolution will be sent to the end
user and the Service Partner.
In the event that RedTag’s internal customer service function is not able to
resolve the issue (e.g. because direct contact with the consumer is needed, or
the consumer rejects a proposed resolution) RedTag will inform the end user
via e-mail that the issue needs to be addressed via their Service Partner. A
copy of the e-mail will go to the Service Partner who should then contact the
end user.
We want to minimize the time that a consumer spends dealing with customer
service issues. We also want to keep our Service Partner’s time and energy
focused on those customer issues that require personal intervention.
12Available Products | project RedTag
Product Descriptions
Business Cards - Filled with vibrant and rich color, our
business cards are sure to leave a lasting impression. Printed
on premium 16 point card stock with UV coating, our
business cards are offered as 4/0 and 4/4.
Envelopes - Available in sizes to accommodate either a
letter or a document, our envelopes are printed on 70lb
premium uncoated white paper. Envelopes do not include
windows and are offered with a standard adhesive flap. The
stock is printed flat and then converted into an envelope giving
you the chance to carry the image throughout the entire front
side only. Offered as 4/0.
Letterheads - Premium Uncoated Text letterheads. Printed
on a white 70 lb stock, which is made of 10% recycled
material. Offered one sided, two sided, and in a variety
of sizes.
Flyers/Brochures - Using our “Advanced Designer” tool
or uploading an image of your choice, you can create
promotional and advertising pieces in minutes. Printed on a
100lb Gloss Book with UV Coating, and available in a variety
of sizes. Offered as 4/0 and 4/4.
Magnets - Magnetic cards are excellent promotional tools
to keep your message visible for a prolonged period of time.
The cards include magnetic material throughout the entire
backside, and are printed using vibrant colors and high
quality. The indoor magnets are printed on 17 point stock with
UV coating. Durability and efficiency allow this product to
stand up to extended wear.
13Available Products | project redtag
Product Descriptions
Postcards - Postcards are a great source to capture new
markets, reach new customers, or contact loyal customers.
Printed on premium quality card stock with UV coating and
offered in a variety of sizes. You can select either 4/0 or 4/4.
Posters - Using our “Advanced Designer” tool or uploading
your own images will enable you to present sharp images with
our high quality posters. Available in a various rage of sizes,
our posters are printed 100lb. Gloss Book with Aqueous
Coating. Posters are offered one sided with full color.
Stickers - Stickers are printed on premium label stock, and
finished with UV coating. As one of the most versatile products
we offer, stickers look great and are very durable. The one
sided permanent stickers are intended for indoor use only.
Free Business Cards - The FREE business cards are sure to
leave a memorable impression with their vibrant colors and
high quality. Printed on standard 14 point card stock with
matte/dull coating, FREE business cards are offered with an
image of your choice on the front side. The backside will have
“REDTAG” promotional language printed across it, without
options of uploading any other images. Business cards are
offered with standard corners only, and are available in the
quantity of one-hundred only.
14Available Products | project redtag
LARGE FORMAT Product Descriptions
OUTDOOR BANNERS - The outdoor banner is typically used for
billboards, building wraps, banners, event flags, trade show
signage, parades and more. Waterproof and durable banners
are specifically intended for outdoor use; they can also be used
indoors. The ink on the Matte Outdoor Banner is UV cured
(dried). The 13oz. Scrim Vinyl Banner up to the size of 16’x150’
is offered as one piece, and anything larger we can hem
together (any size in 16’ increments.)
INDOOR BANNERS - Our premium indoor banners are a great
way to help your message stand out. They are intended for uses
such as indoor banners, POP displays, artful decor, and more.
The material used is 10mil. premium vinyl with a smooth matte
finish which offers high print quality and versatility. It is not
waterproof or scuff resistant.
CAR MAGNETS - Ideally suited for car door displays, these
Glossy 30 mil heavy-duty magnets can also serve as temporary
signage for construction sites or other changing work
environments. The high gloss heavy-duty magnets are available
in a range of sizes and are printed with similar characteristics as
our outdoor banners for long lasting outdoor use.
Please note these are not intended for small text sizes or
borders. It is highly recommended that you test a sample of our
car magnets on the actual surface application you intend it for.
The magnet will not adhere to non-ferrous surfaces such as
plastic, aluminum, fiberglass, wood, etc. and certain types of
stainless steel (some vehicle doors are aluminum).
15Available Products | project redtag
LARGE FORMAT Product DEscriptions
RIGID-Coroplast - Coroplast is offered at 4 mm thickness and
is typically used for Yard or Parking signs (e.g. Real Estate,
Election, Reserved For, etc.). It can also be utilized in other areas
of need. Depending on the intent for your display, the coroplast
material should be ordered with the flutes vertical when utilizing
H-stakes with the sign. This product, once printed, may show a
linear effect due to its corrugated flute structure. The ink is UV
cured (dried).
H-stakes are available upon request and are best used on a soft
ground environment (dirt/soil/grass, etc.).
RIGID-Foamcore - Foamcore is offered at a thickness of
3/8” or 3/16”. Although it is typically mounted on an easel
(or similar) for presentations, etc., it can also be used for other
purposes. Foamcore is made of a relatively delicate material so
it is best for one time use. However, it can last longer with proper
care but it will tend to wilt/bend. This product is not waterproof.
16Service Partner Side Website Tools | project redtag
Customer Orders
The Redtag website has an area dedicated to our Service Partners. To make
things as easy and simple as possible the Redtag Service Partner Tools have been
incorporated into an area of 4over’s trade site. The Service Partner Tools fulfill
two basic functions. First, providing information to assist in resolving Regtag
customer issues and second detailing a Service Partner’s assigned customers and
the Partner Rewards earned (cumulative, by customer, etc.).
This is a screen capture of the
“Customer Orders” page. It details all
of the orders placed by the Redtag
customers assigned to a specific
Service Partner. The data can be filtered
by complete/pending, order code,
and date range in which the order
was placed.
17Service Partner Side Website Tools | project redtag
Single Order View / Order List View
This is a screen capture of a “Single
Order View.” It lists all of the relevant
order data for providing customer
service on a specific customer order.
It includes a thumbnail of the completed
image for a visual incase the customer
has any questions.
This is a screen capture of the “Order
List View.” It provides a Service Partner
with targeted accounting information
relevant to the Service Partner’s assigned
RedTag Customers. It provides specific
information on individual order totals
and the amount of Partner Rewards
earned as well as an indication of the
total amount earned. The information
can be filtered by pending/complete,
paid orders, order code, and date range
in which a given order was placed.
18Terminology/Glossary | project RedTag
DEFINITIONS
Redtagprintsales / Red Tag / RTPS - Consumer/end user facing print
media e-commerce site.
Print Fulfillment Center - Location of printer contracted to fulfill
orders received.
Customer Service Partner (“CSP”) - Third party print reseller providing
localized customer service on behalf of RTPS.
Customer Service Partner Pool / CSP Pool - Grouping of CSPs within
a defined geographic area (e.g. zip code) to whom Consumers from that area
will be assigned for customer service response.
Round Robin Selection - Process by which a CSP is selected from the
CSP Pool.
LeadGen Code - Unique promotion code number assigned to a CSP that
can be given to potential Consumers. The code will provide the consumer
with a discount on orders placed using the code. The code will also assign
the consumer to the CSP for customer service (unless the consumer is already
assigned to a CSP, in which case consumer will be given the opportunity
to switch).
Partner Rewards - Compensation paid to CSP for acting as RTPS
Customer Service Partner, and/or when consumer places an order using the
CSP’s Leadgen Code.
Customer Service Provider Account / CSP Account - Account that
tracks Partner Rewards.
19Terminology/Glossary | project RedTag
DEFINITIONS
Marketing Affiliate - Third party who will independently market RTPS
services (e.g., via banners, etc., on websites) in exchange for percentage of
revenue from each job referred.
Affiliate ID Number - Unique identification number assigned to Marketing
Affiliate. Number is a promotion code that will be entered by consumers or
tracked through banner clicks, etc.
Affiliate Referral - Print order referred to RTPS through Marketing Affiliate
promotional efforts (e.g. click through from banner).
Affiliate Referral Fee - Fees paid to Affiliates for consumer referral.
Affiliate Account - Account that tracks Affiliate Referral Fees.
Magic Number Rewards Program - Program under which existing
RTPS consumers are compensated for referring new customer orders to RTPS.
Magic Number - Unique identification number permanently assigned to a
RTPS consumer when they place an order. Code can be given to friends,
family, contacts, etc. When they place an order and enter the Magic Number
in the promotion code area they receive a discount on the product ordered.
The RTPS consumer making the referral receives a Magic Number Reward.
Magic Number Rewards - Compensation paid to RTPS consumer for
referring new customer orders.
Magic Number Rewards Account - Consumer account that tracks the
Magic Number Rewards credit balance.
20business development | project redtag
RedTag’s Contribution
Redtag is committed to a marketing strategy that will allow us to challenge the market
reach of other online print retailers. From “traditional” internet marketing
strategies such as search engine optimization and banner ads to new forms of
“viral” marketing, we intend to leverage our online presence and our print fulfillment,
affiliate, service partner and our customer relationships to maximize our
consumer visibility.
Nevertheless, marketing is not the only answer to developing our business model. We
intend to invest in product research and development. We aim to provide consumers
with new products and affordable high quality print solutions through the use of state
of the art technology and equipment.
Your Contribution
As a Red Tag Customer Service Partner you can make a significant contribution to our
joint success by promoting RedTag and bringing in new customers. Each new customer
that you refer to Red Tag will be assigned to you for customer service, which means
you will receive your share of the revenue generated from each order they place.
21Future of RedTag | project redtag
Our FUture
As the collaboration between Red Tag, 4over (as its print fulfillment provider), and you
(our point of contact customer service provider) develops, we will be focusing on:
• Improving our website to become more attractive, robust, and consumer friendly.
• Providing high quality affordable print products that consumers want to purchase.
• Bringing new innovations to the online print market.
• Maintaining superior levels of customer service.
The more RedTag grows, the greater the revenue and new business leads we can drive
our participating Service Partners.
We believe that RedTag is the future of the direct to consumer online print industry.
We want you to be a part of that future.
22Terms/Conditions | project redtag
CUSTOMER SERVICE POLICY
Last Updated: May 19, 2010
OBJECTIVE
The goal of Redtagprintsale.com (“RTPS”) is to become the industry benchmark for excellence in
customer service. This Customer Service Policy provides guidance to, and sets out the principal
responsibilities of, all RTPS third party Customer Service Partners when fulfilling their critical role
in the RTPS customer service function.
POLICY
RTPS recognizes the pivotal role that excellence in customer service plays in the success of a consumer
facing business; particularly businesses that are primarily Internet based. A reputation for efficient,
polite and responsive customer service can be the dividing line between success and failure. RTPS’s
approach to customer service is to develop and communicate customer service standards that surpass
industry norms, and that set RTPS apart from other online retail print providers. RTPS’s policy is to
fully incorporate superior customer service principles into its day-to-day interaction with RTPS con-
sumers. Service Partners are a critical point of contact between RTPS and its consumers. It is essential
that they embrace the concept that excellence in customer service (and the resulting customer
satisfaction) requires commitment and must be given appropriate emphasis and attention.
CUSTOMER SERVICE PRINCIPLES AND STANDARDS
The following customer service principles shall be adhered to by all Service Partners:
A Customer First Outlook
o Consumers will be listened to and treated in a courteous and respectful manner every time they
are in contact with a Service Partner.
o Service Partners will seek to understand the consumer’s business/ personal needs in order to
serve them correctly the first time and eliminate the need for follow up calls.
Knowledge
A Service Partner should be able to demonstrate full knowledge of RTPS’s:
o Product and service offerings
o Use of design tools
o Requirements for uploaded files
23Terms/Conditions | project redtag
CUSTOMER SERVICE POLICY
o Shipping policy
o Returns and refund policy
Responsiveness
o A consumer newly assigned to a Service Partner should receive a phone call or e-mail
welcoming them to RTPS and introducing the Service Partner as their customer service point
of contact.
o A Service Partner’s goal shall be to respond to a consumer inquiry within four (4) business hours
and no later than 24 hours after an inquiry is made.
o If it is necessary to contact RTPS for clarification or approval of a proposed resolution of a
service issue the contact should be made immediately and every effort should be made to get back to
the consumer within the same business or before Noon the following business day.
o The preferred manner of communication with a consumer is a phone call followed by a
confirming email.
Prohibited Customer Service Decisions
Under no circumstances shall a Service Partner:
o Authorize a reprint or a refund of a consumer’s order without RTPS’s prior written approval.
o Authorize or offer a discount, reduction in price, markdown, price cut or any other deviation
from RTPS pricing without RTPS’s prior written approval.
o Authorize or offer a bonus or credit of any kind or nature without RTPS’s prior
written approval.
o Authorize or offer expedited production or free shipping without RTPS’s prior written approval.
o Disclose details of any upcoming RTPS special offers, new products, marketing plans, sales
incentives, etc., to any consumer or third party unless specifically authorized to do so in
writing by RTPS.
24Terms/Conditions | project redtag
SERVICE PARTNER AGREEMENT
Please refer to the Service Partner Agreement for further details of the RedTag/Service
Partner relationship.
Rev: 5/25/10 VP
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