Q: How is Batesville Connect™ different from the old site and online ordering?
Batesville Connect is an all-new digital experience with many features to help make your job and partnership with Batesville easier. View a short video for an overview.
Q: What is the Dashboard and how do I get to it if I have navigated away from it looking for products?
The dashboard serves as our transformational, self-serve component in our enhanced customer experience. If you have navigated away from the dashboard you can always go back to it by clicking the Dashboard tab on your navigation bar at the top of the page. Or, you can simply click on the Batesville Connect logo at the top left corner.
Q: Who within the funeral home can manage users?
A: Only the user with administrative access can manage users, including those who have access to pricing information.
Q: How do I request administrative access?
A: Customers request access through a link on their Batesville Connect Dashboard. Once the request is initiated, a notification is sent to Batesville. Batesville’s data integrity department will reach out to your sales representative to confirm the request with the funeral home owner.
Q: How to I edit user roles or grant permissions as an Account Administrator?
A: When the administrator clicks on the “My Company” link, they will be able to edit existing user roles and assign various permissions. If the account has multiple locations, there will also be an option to select and manage users by location.
By clicking any one of the user names associated with the account, you have access to the User Details with two areas that can be viewed or edited.
Q: How do I place an order?
A: For a video tutorial, click here.
Q: If I am looking for a specific product, what is the best way to find it?
A: Batesville Connect has robust search capabilities, including a predictive search in which you simply begin to type your item in the search bar near the top of the page. When three or more characters are entered, the system will pull through any respective products available to you (based on your Customer Service Center core line).
Q: How do I add Family Choices® personalization (like corners or medallions) that are included with my casket?
A: For any product that can be personalized, Batesville Connect will note the number of options available at no charge and will automatically include adaptors if needed. As personalization items are selected a summary will build so you can easily see when accessories are included at no cost. If you would like to purchase additional accessories, the cost for those items will pull through in the summary as well.
Q: Where can I find the interior and exterior product dimensions?
A: Each product has a detail page that can be accessed from the preview “product card”. From the product card, you can click either the image or the product name, to view additional details on the selected product. By scrolling to the bottom, you will find both the detailed product description and specifications.
Q: Will I be able to see if a unit is backordered?
A: You will not have visibility to stocking levels for caskets at this time.
Q: What does the displayed price include?
A: The Net (Invoice) Price is list price minus your discount, if paid within agreed-upon payment terms (without consideration of potential rebates).
Q: Can I personalize an urn on Batesville Connect?
A: For a video tutorial, click here.
Customers will input the specific information required to personalize the urn. Once sent to Batesville, a design team specialist will create a proof and send to the provided email/fax on the order.
Q: How will I know when an urn personalization proof is ready for approval?
A: Once the Batesville design team has created the proof, they will email/fax it back for approval. The order status will show "pending proof approval" in the active order section until the proof has been approved by the customer. In addition, customers will receive a reminder email at 1pm local time every day until the proof is approved.
Q: How do I know my order has been confirmed?
A: In addition to a confirmation within Batesville Connect, once the order is submitted, the customer will receive an email confirmation with the order, billing, and delivery details for reference purposes. Additionally, they will receive a ship and delivery confirmation for reference purposes.
Q: How can I cancel, request a return or pick up if I no longer need the product?
A: You will not have the ability to cancel or request returns online at this time. If you have a product that is no longer needed please contact our Customer Service team at (800) 622-8373 and they will assist.
Q: How long will it take to deliver my order?
A: With Batesville Connect, your standard delivery schedule is applied. When checking out, you will be able to select a delivery date in the future that aligns with your next standard delivery days. Note: all core line units are available for your next standard delivery day and products that are extended delivery are pushed out 7 days to allow the product to come from another location. If a product has extended delivery, Batesville Connect provides that information on the product card and product detail page.
Q: If a I select “next delivery” for an extended delivery product, when can I expect to receive it?
A: If a customer orders an extended delivery product through Batesville Connect, the system will automatically push the order out 7 days from date of order. Any other caskets that are not extended delivery items will be delivered on their next scheduled delivery date, unless otherwise scheduled.
Q: Can I track my order to see when it will be delivered?
A: Within the active order block on the Dashboard, you will see a "Track Shipment" link for orders that have been shipped. For caskets being delivered on a Batesville truck, this link will take you to the order tracking detail page. The order tracking detail page shows order status, route number, scheduled arrival time and delivery location. It’s important to note that the 2-hour delivery window noted is an approximate time based on current conditions. Any change to traffic patterns, weather, accidents etc. will impact the projected time window. To view updates to the 2-hour window, simply refresh your browser.
For urns, the “Track Shipment” link will open a new tab to the 3rd party carrier being used for delivery (UPS, FedEx, or Purolator). You will be able to track the delivery of your package there.
Q: Will only casket orders placed through Batesville Connect have the ability to be tracked?
A: ALL casket orders regardless of how the order is placed will have tracking capability provided the caskets are delivered on a Batesville vehicle. Third party expedited deliveries cannot be tracked.
Q: What are the payment options through Batesville Connect?
A: The default payment method will be “Bill My Account.” However, you can also pay via credit card, as well as an ACH method.
Q: Who can pay a bill within Batesville Connect?
A: Only users with administrative access can view invoices and statements, and pay bills.
Q: Will I continue to receive a physical statement if I choose to pay online?
A: All customers will continue to receive a physical statement regardless of how a customer chooses to pay their bill.
Q: Will the new ACH payment option be available to all customers?
A: At this time, the ACH payment option is available for U.S. customers only.
Need additional help? Contact Us:
I still have a question that is not listed above, who can help me?
We are sorry you cannot find what you are looking for, but our Customer Service team is happy to help. They can be reached at (800) 622-8373, from 8 AM to 9 PM (ET) weekdays, 8 AM to 8 PM (ET) weekends, or via email at [email protected]
For technical assistance or to report a technical issue with online ordering, call (800) 297-6177 from 8AM to 5PM (ET) weekdays, or email [email protected]
