{"columns":["path","title","description","template","lastModified","questions","answers"],"data":[{"path":"/fragments/faq/testing","title":"Website Registration | Nestle Coffee Partners","description":"","template":"faq","lastModified":1774532300,"questions":["What's my favorite color?","Who from my business will need access to the Nestlé Professional Solutions website?","Can I order coffee supplies and point of sale materials from the Nestlé Professional Solutions website?","What do I do if someone who has access to the customer portal leaves my business?","Can the same email be used for multiple accounts?"],"answers":["Red!","There are different types of profiles that give users access to different areas and features of the portal. Everyone who will be responsible for ordering coffee supplies will need to have full access to this site. We also recommend setting up trainee or manager profiles as needed. To set up a specialty profile, contact our Customer Service representatives from 6 AM–1 PM Pacific, Monday–Friday at 1-800-344-1575 or through our Contact Us form.","Once you have a registered account, ordering those items is easy through our product catalog.","Let us know so we can deactivate their profile. Our Customer Service representatives can assist you from 6 AM–1 PM Pacific, Monday – Friday at 1-800-344-1575 or you can use our Contact Us form.","Yes. You can add all accounts that you need to access from your Account Profile page. Simply enter the account number and corresponding ship-to zip code."]},{"path":"/fragments/faq/account-information","title":"Account Information | Nestlé Coffee Partners","description":"","template":"faq","lastModified":1776322804,"questions":["How can I update my account information?","Can the same email be used for multiple accounts?","Will I receive a lot of email communication from Nestle Coffee Partners Solutions Lab?","How can I find out who my Nestle Coffee Partners Solutions Lab contact is?","What do I do if someone who has access to the customer portal leaves my business?","Can the same email be used for multiple accounts?"],"answers":["You can make changes to your account within your Account Profile page. You can change your password, update your personal information, opt in to email communication and change your password from this page. You can also remove accounts and add new accounts by entering the account number and corresponding ship-to zip code.\n\nFor all other account changes, contact our Customer Service representatives from 6 AM–1 PM Pacific, Monday–Friday at 1-800-344-1545 or you can use our Contact Us form.","Yes. You can add all accounts that you need to access from your Account Profile page. Simply enter the account number and corresponding ship-to zip code.","No.  We try to keep our emails to a minimum, but we will let you know of new products, limited time promotions and inform you of changes to your program.","We are happy to put you in touch with a member of your account team or a customer service representative. Just give us a call from 6 AM–1 PM Pacific, Monday–Friday at 1-800-344-1575 or you can use our Contact Us form.","Let us know so we can deactivate their profile. Our Customer Service representatives can assist you from 6 AM–1 PM Pacific, Monday – Friday at 1-800-344-1575 or you can use our Contact Us form.","Yes. You can add all accounts that you need to access from your Account Profile page. Simply enter the account number and corresponding ship-to zip code."]},{"path":"/fragments/faq/claims","title":"Claims | Nestle Coffee Partners","description":"To deduct the claim amount from your invoice payment, simply indicate the deduction amount when making your payment and submit all supporting details and documentation ...","template":"faq","lastModified":1776322804,"questions":["Can I track the status of my claim request?","Can I edit or cancel my claim request after submission?","What happens after I submit a claim request?","When should I submit my claim?","How can I submit a claim on the portal?","What should I do if I suspect that the order received is damaged or incorrect upon receiving it?"],"answers":["To check the status of your claim, you will need to speak with a representative at (800) 344-1575.","To edit or cancel, you will need to speak with a representative at (800) 344-1575.","Our team will review the request, assess the information provided, and communicate the decision regarding the claim.","We require all claims to be submitted within 72 hours of receiving the product. You cannot submit a claim before an order has been shipped & invoiced.","To deduct the claim amount from your invoice payment, simply indicate the deduction amount when making your payment and submit all supporting details and documentation at the time of payment to nestlesolonbscdedbackup@us.nestle.com.\n\nTo submit a claim or credit request, please visit My Claims in your profile. The form does require you to fill it in out in chronological order by first selecting the claim type, then Online Order ID which will automatically populate the Order Date & Nestle Order Number. The rest you will be able to fill in as needed. If you will need to speak with a representative call us at (800) 344-1575.","Be sure to note all damages or shortages before signing for delivery.  If possible, take pictures to submit along with the claim."]},{"path":"/fragments/faq/customer","title":"Become a customer | Nestlé Coffee Partners","description":"","template":"faq","lastModified":1776333092,"questions":["How can I become a Nestlé Professional Solutions customer?","I have a Food Services business outside of the United States. Can I work with Nestlé Professional Solutions?"],"answers":["To help us determine if our coffee solutions will fit the needs of your business please fill out our Become A Customer form. Once we review your information, someone from our team will be in contact.","Yes. Nestlé coffee products can be purchased through Nestlé Professional:"]},{"path":"/fragments/faq/customer-service","title":"<u>Customer Service</u> | Nestle Coffee Partners","description":"","template":"","lastModified":1776322804,"questions":[],"answers":[]},{"path":"/fragments/faq/equipment","title":"Equiment Related | Nestle Coffee Partners","description":"","template":"faq","lastModified":1776322804,"questions":["Where can I find information on how to maintain my equipment?","How can I request maintenance on my equipment or report a brewer or machine that’s not working?","How frequently do I need to change my water filters and where can I purchase them?","How can I determine the quality of my water?","How do I order equipment (Blender, Brewer, Espresso machine, etc.)?","Where can I order spare parts for my equipment?","I prefer to brew a single cup of coffee instead of a full pot. What does Solutions Lab offer?","How quickly can I expect a response to my service request?","Can I edit or cancel my service request after submission?","How can I check the status of my equipment service request?","What happens after I submit a service request?","Can I request service for multiple pieces of equipment in one submission?","How do I contact support for urgent service requests?"],"answers":["You can find user manualsor how-to guides and videos for your equipment in the training section of our site.","You can schedule an appointment by filling out our Equipment Service Request Form or by calling 1-844-263-5403.","The “Frequency of Change” (FOC) for water filtration depends on two factors: the water quality and the volume of coffee being brewed. In general, manufacturers recommend changing water filters every 6 months or earlier depending upon the water usage and quality. Water filters can be purchased from our product catalogue.","Water test strips can help you determine the quality of your water. If you do not want to use test strips, we can have a technician come to your location to assist. For more information, contact our Equipment Service Team at 1-844-263-5403.","Reach out to our team to learn more about ordering equipment. Our Customer Service representatives can assist you from 6 AM–1 PM Pacific, Monday–Friday at 1-800-344-1575 or you can use our Contact Us form.","Reach out to our team to learn more about ordering equipment. Our Customer Service representatives can assist you from 6 AM–1 PM Pacific, Monday–Friday at 1-800-344-1575 or you can use our Contact Us form.","Please click here to learn more about our Serenade Single-Cup Brew","A service provider will contact you within 2 hours, 24/7.","Depending on the status of your request. A ‘Cancel’ action button will be available if the request is not yet in preparation. To cancel accounts in preparation please call (844) 263-5403.","For work orders submitted through the Customer Portal, click the Equipment Service Request page to view status of past work orders. Work orders marked \"unavailable\" cannot be tracked through the portal; please call (844) 263-5403 for information.","The service provider will review your request and contact you within 2 hours to provide confirmation and schedule a service visit or offer remote assistance based on the nature of the issue.","No, you will need to make separate requests for each piece of equipment.","For immediate service, or to troubleshoot your issue over the phone, call (844) 263-5403."]},{"path":"/fragments/faq/gated-side-nav","title":"Anchor Navigation | Nestle Coffee Partners","description":"","template":"","lastModified":1776333534,"questions":[],"answers":[]},{"path":"/fragments/faq/marketing","title":"Marketing | Nestle Coffee Partners","description":"All customized marketing must follow our brand requirements and must be approved via a request this Marketing Review Form.","template":"faq","lastModified":1776322804,"questions":["How can I stay up to date on the latest news from Nestle Coffee Partners?","Do you have espresso bar designs?","Is there a WPS wallpaper for décor?","I want to update my menu boards, are there templates for available?","How do I get approval for customized marketing and menu boards that I’ve created for my location?"],"answers":["You can set your communication preferences and opt in to receive the latest product and promotional news on your Account Profile page.","We do not offer espresso bar designs for our operations. Our sales partners can consult and provide guidance on the right equipment, products and supplies that are needed to execute an espresso beverage program for Solutions Lab. Specific Design, layout and other design elements needed to build out an espresso bar are the responsibility of the operator.","We do not offer We Proudly Serve Starbucks wallpaper assets for your operation. We have limited branded signage to support communication of your branded experience in your operation. Visit our Operator Brand Toolkit for available branded assets to support your operation.","Yes, you can find a variety of options on our Operator Brand Toolkit page.","All customized marketing must follow our brand requirements and must be approved via a request this Marketing Review Form.\n\nOur guidelines can be found within the Operator Brand Toolkit section of this site."]},{"path":"/fragments/faq/onboarding","title":"Onboarding FAQs | Nestle Coffee Partners","description":"","template":"faq","lastModified":1776322804,"questions":["What is the account activation status on the Portal?","If I have any questions or issues with any of the Portal tracker steps, who can I reach out to?","Why do I need to validate information for equipment installation?","What information is required for validation?","How do I validate the information on the website?","Is it mandatory to validate the information before installation?","Can I make changes to the validated information later?","What happens if I don’t validate the information?","How long does the validation process take?","Will my validated information be shared with third parties?","Can I receive assistance if I encounter issues during the validation process?","Is there a deadline for completing the information validation?"],"answers":["This is a customer facing tracker designed to showcase the steps in the process for activating your new account. Before you can place your first order, all steps must be completed.","Please reach out to your assigned field partner or you can use our Contact Us form.","Validating information ensures accurate preparation, preventing issues and fees during installation.","Details such as quote approval, site dimensions, electrical specifications, confirmation of receipt of order and confirming installation and training dates.","Log in to your account on the Customer Portal and the validation section will appear as your homepage. Follow the prompts to provide or confirm the required details.","Yes, it helps us tailor the installation process to your site’s specific needs, ensuring a smooth experience.","Depending on the information, there might be a window for edits; otherwise, contact your sales representative.","Failure to validate may result in delays or complications during equipment installation.","The time varies, but it’s designed to be a quick and straightforward process.","No, we prioritize the security of your information and adhere to strict privacy policies.","Absolutely, your Operations Specialist is ready to assist you with any challenges you may face.","There is no specified deadline, but installation cannot occur until the information validation has been completed."]},{"path":"/fragments/faq/ordering","title":"Ordering Online | Nestle Coffee Partners","description":"Orders are shipped Monday-Friday, excluding holidays. We make every effort to ship your order within 1-2 business days.","template":"faq","lastModified":1776322804,"questions":["I’m running into an issue while purchasing items on your website.","What happens if a product is out of stock when I order it?","Can I adjust items in my order after it has been placed?","What are your shipping rates & policies?","When do orders ship?","How will my orders ship to me?","Can I track my orders?","How can I get a copy of a recent invoice?","How can I access a copy of past invoices?","Can I use a corporate credit card to purchase products on your website?","How can I save my favorite items?","What are custom order recommendations?","When do the recommended order baskets update?","There are multiple people that order for my business. Will all individuals see the same recommendations?","Are orders recommended for individual users or for the business?","If there are changes in my business, will the recommended orders be adjusted?","Am I obligated to use this service?","Can I change the recommendations?","If I order direct and through distribution, will the system know?","How are we able to predict accurately?","When are seasonal products available on your website?"],"answers":["Our Customer Service Representatives are happy to assist you from 6 AM–1 PM Pacific, Monday–Friday. Just give us a call at 1-800-344-1575. You can also take advantage of our Contact Us form.","If an item is out of stock, it will be automatically placed into our backorder system. When the item is back in stock it will ship automatically to you—no re-orders are necessary. Shipping charges will not be charged on backorder shipments. Backordered products will be listed on your Advanced Shipping Notification as well as in your order history on the customer portal.","Unfortunately, once you place your order it is considered final and will be fulfilled exactly as it was ordered.","Orders above $500 (before tax) receive free shipping; orders less than $500 (before tax) will incur a shipping charge.","Orders are shipped Monday-Friday, excluding holidays. We make every effort to ship your order within 1-2 business days.\n\nOrders can only be shipped within the lower 48 states of the United States and Alaska and Hawaii. We do not ship to Puerto Rico or internationally. We cannot ship to P.O. Boxes (though we can send your bill to one)","If your order is above 250 lbs., it will ship via LTL/truck. If your order is below 250 lbs., it will ship via parcel.","After placing your order you will receive an email confirmation of your purchase. On this email, there will be a link to the shipment tracking for parcel specific orders; you can also track your parcel orders from your Order History. For orders going out on LTL, our Customer Service representatives can assist you from 6 AM–1 PM Pacific, Monday–Friday at 1-800-344-1545 or you can use our Contact Us form.","You can request invoices for previously placed orders from the Contact Us page. Select \"Request Invoice\" from the Help Topics drop-down menu.","To download an invoice, navigate to the My Invoices page from your account drop-down menu. Select the correct invoice(s) and click the download button (you can download one or multiple invoices at a time).","At this time, we cannot accept credit card payment for purchases on our website.","From any product page, select “add to favorites list.” You can add products to an existing list or create a new list.\n\nTo manage or view existing favorites lists, select your account name at the top of the site, and navigate to “My Favorites” on the menu. You can view existing lists and quickly select items and set quantities to add to your cart for efficient reordering.","Custom order recommendations are personalized order baskets based on analyzing your order history and patterns. We are also able to suggest items that you may not normally purchase but may want to consider. We do this through artificial intelligence and predictive modeling of historical and seasonal trends, as well as regional bestsellers for customers like you.","The recommended order baskets are dynamic. Items will be update based on the needs of your business.","Yes, all users on an account will receive the same recommendations based on artificial intelligence and machine learning algorithms.","Order recommendations are made at the account or business level, by analyzing three years of order history.","Yes, through continued use, the machine learning algorithms will continue to evolve your recommendations to align with the needs of your business.","No, you can continue to order as you have traditionally or how you prefer. The order recommendations are there for your consideration and ease of ordering.","Yes, you can adjust the order before adding to cart, or you can adjust it in the cart before checkout. That includes removing or adding items, and/or changing quantities.","Yes, the personalized recommendations take into consideration where you prefer to order. If there are certain items you prefer to order through a distributor, the system will not recommend that you make the switch to ordering direct.","AI predictive ordering utilizes artificial intelligence and machine learning algorithms to analyze three years of order history. By identifying patterns and trends in customer purchasing behavior, we can accurately forecast future demand and optimize inventory management. This technology provides personalized recommendations to enhance customer satisfaction.","Seasonal beverage ingredients, such as Pumpkin Sauce, are only available for limited times during the year. To ensure that you receive these specialty items as soon as they are available, sign up for our product auto-ship. For more information on this service give us a call at 1-800-344-1575."]},{"path":"/fragments/faq/product","title":"Product related | Nestle Coffee Partners","description":"Seasonal beverage ingredients, such as Pumpkin Spice Sauce, are only available for limited times during the year. To ensure you receive these specialty items before ...","template":"faq","lastModified":1776322804,"questions":["Why do the new eco-products (cups, straws, strawless lids) cost more than our traditional products?","Are your straw-less lids compostable?","When are seasonal products available on your website?","I’m interested in new beverage and equipment opportunities for my operation. What is available?","Are your products Kosher?","My coffee tastes bitter or burned. What can cause that taste?","How do I generate a product guide?","What is the shelf life of Starbucks/SBC coffee?","What is the best temperature to brew coffee?","How do you store coffee?","Where can I find nutritional information on beverages and products?"],"answers":["As with most eco-friendly products, paper and PLA compostable products generally cost more to manufacture than plastics. Additionally, our new strawless lids are more costly to manufacture due to their complex shape and higher material content.","No, these are not made of compostable plastic and hence should not be used with our WPS Compostable cold cups. However, they are recyclable in some municipalities, operators should check with their local recycling facility.","Seasonal beverage ingredients, such as Pumpkin Spice Sauce, are only available for limited times during the year. To ensure you receive these specialty items before our promotions launch dates, sign up for our pre-scheduled shipments.\n\nLearn more information about our pre-scheduled shipment program online, or speak with our Customer Service representatives from 6AM–3PM Pacific, Monday–Friday at 1-800-344-1575 or through the Contact Us page.","Visit the “Programs” tab of the site menu to check out our exciting options for cold beverages, seasonal pre-scheduled shipments, and more.","Yes, select products are Kosher and indicated on our product pages. If a Kosher certificate is needed, please reach out to our Customer Service representatives from 6 AM–1 PM Pacific, Monday–Friday at 1-800-344-1575 or through the Contact Us page.","This could be caused by a couple issues:\n\n1) You are using improper dose for your brewer. Ensure you are using the right portion pack associated with your brewer type/size.\n\n2) Your server might be dirty. Be sure to follow regularly scheduled cleaning for your equipment and servers.\n\nIf you’d like to speak with our team, our Customer Service representatives can assist you from 6 AM–1 PM Pacific, Monday–Friday at 1-800-344-1575 or through the Contact Us page.","Navigate to your account name at the top of the site and select “Product Guide” on the menu. Select the type of product information you need and generate your product guide.","For shelf life of our unopened packaged coffee, refer to the dates on the coffee packaging for reference. All brewed coffee has a shelf life of 2 hours.","All coffee brewed in equipment sourced from Solutions Lab is brewed in equipment that is already calibrated for the optimal brewing temperature.","Coffee should be stored in a cool, dry place. Opened whole bean coffee should be used within 7 days and ground portion pack coffee should be used immediately after opening.","Nutritional information on our finished beverages is available as a PDF on the bottom of the Recipes page. Nutritional information on products may be found on the bottom of any product page."]},{"path":"/fragments/faq/registration","title":"Website Registration | Nestle Coffee Partners","description":"If you have previously utilized the branded Solutions website, you simply need to reset your password. To do so, enter the email address we have ...","template":"faq","lastModified":1776322804,"questions":["What information do I need to provide to create my Nestlé Professional Solutions customer portal profile?","Who from my business will need access to the Nestlé Professional Solutions website?","Can I order coffee supplies and point of sale materials from the Nestlé Professional Solutions website?","What do I do if someone who has access to the customer portal leaves my business?","Can the same email be used for multiple accounts?"],"answers":["If you have previously utilized the branded Solutions website, you simply need to reset your password. To do so, enter the email address we have on file and we will send you an email with a link to reset your password.\n\nIf you are new to our online tools, you will need to create a profile to access our customer portal.  Creating a profile is quick and easy!  All you need is your email address, account number, and the associated ship-to ZIP code.  Please note: account numbers are 10 digits long and may include leading zeros (e.g., 0001235467).","There are different types of profiles that give users access to different areas and features of the portal. Everyone who will be responsible for ordering coffee supplies will need to have full access to this site. We also recommend setting up trainee or manager profiles as needed. To set up a specialty profile, contact our Customer Service representatives from 6 AM–1 PM Pacific, Monday–Friday at 1-800-344-1575 or through our Contact Us form.","Once you have a registered account, ordering those items is easy through our product catalog.","Let us know so we can deactivate their profile. Our Customer Service representatives can assist you from 6 AM–1 PM Pacific, Monday – Friday at 1-800-344-1575 or you can use our Contact Us form.","Yes. You can add all accounts that you need to access from your Account Profile page. Simply enter the account number and corresponding ship-to zip code."]},{"path":"/fragments/faq/training-resources","title":"Training & Resources | Nestle Coffee Partners","description":"","template":"faq","lastModified":1776322804,"questions":["What is the purpose of the chatbot on the website?","How can I escalate an issue that the chatbot can’t resolve?","Where can I find nutritional information on beverages and products","How do I get approval for customized marketing and menu boards that I’ve created for my location?","Why can’t I access the Training section of the website?","Is there online training available for my operation?"],"answers":["The chatbot is here to assist you with quick answers to common questions and provide support for basic inquiries. We will enhance the chatbot over time to handle a wider range and more complex use cases.","If the chatbot can’t assist, please reach out to customer support for further assistance.","Nutritional information on our finished beverages is available as a PDF on the bottom of the Recipespage. Nutritional information on products can be found on the bottom of the product overview page.  Additionally, you can find distribution information (dimensions and weight) in this same location.","All customized marketing must follow our brand requirements and must be approved via a request to www.nestlecoffeepartnerssl.com/fsmarketing Our guidelines can be found within the training section of this site.","Our system requires 12 hours to validate account information before providing access to the training environment.  Additionally, depending on the security settings of the internet browser you are using, you may need to accept pop ups in order for the training environment to open correctly.","Yes, we have Virtual Training videos available to support brewed and espresso beverage programs. Please visit our online training page for more information."]},{"path":"/fragments/faq/ungated-side-nav","title":"Anchor Navigation | Nestle Coffee Partners","description":"","template":"","lastModified":1776322804,"questions":[],"answers":[]},{"path":"/fragments/faq/upgraded-customer-portal","title":"Become a customer | Nestlé Coffee Partners","description":"The upgraded portal has a unique login system for enhanced security and speed. You can reset your password directly on the Login Page. It only ...","template":"faq","lastModified":1776322804,"questions":["What’s changed in the upgraded customer portal?","Why can’t I log in, or why isn’t my password working?","The homepage looks different. How do I find what I’m looking for?","The search bar looks different. Why am I seeing suggestions before I finish typing?","Where is the Quick Add feature?","Can I still add SKUs manually?","Can I order from my phone?","How do I update my profile?","How do I track my order?"],"answers":["The portal has been streamlined to make everyday tasks easier and provide a better experience on mobile devices. Explore our Portal Updates Guide to learn about the latest features, including the new and improved homepage, search bar and more.","The upgraded portal has a unique login system for enhanced security and speed. You can reset your password directly on the Login Page. It only takes a moment, and most customers can log back into their account within seconds.\n\nIf you still can’t log in or the password reset is unsuccessful, it’s possible that your account is blocked or has not been created yet. For support, contact our Customer Service representatives from 6 a.m. to 1 p.m. Pacific, Monday–Friday, at 1-800-344-1575 or through our Contact Us form.","The homepage was redesigned to make it easier to find what you need! At the top, you’ll see Quick Links that take you right to the most common areas like Service Requests, Training, Shipment Info, and Quick Add to Cart. You’ll also notice a rotating banner with important updates and promotions.\n\nLower on the page, you’ll see your Recent Orders and Personalized Order Recommendations. All these changes are meant to help you find what you’re looking for with fewer clicks.","The search bar was changed to help you find products faster. It auto-suggests results, recognizes misspellings, and understands synonyms, so you don’t need the exact product name to find what you're looking for. This feature is intentional and designed to improve speed and accuracy.","Quick Add to Cart is located in the Quick Links section at the top of the homepage and also appears in your Cart page.","Yes, you can still add SKUs manually or upload a CSV file—the feature functions exactly the same; it’s just easier to access.","Yes, the upgraded portal is optimized for mobile devices. You can place orders, search for products, and check your order status right from your phone. The layout is cleaner and easier to use, so you can order on whichever device is most convenient for you.","You can update your profile information on the Profile page. From there, you can edit your personal details or change your password.\n\nIf you need to add or remove a location or account, contact our Customer Service representatives from 6 a.m. to 1 p.m. Pacific, Monday–Friday, at 1-800-344-1575 or through our Contact Us form.","You can check your order status in the portal under My Order History. It will show you an up-to-date status for each order, which you can click to see all the details. Once the order ships, there will also be a tracking link right on the page, so you can follow it in real time. page, so you can follow it in real time."]}],"offset":0,"limit":15,"total":15,":type":"sheet"}