• Customers may contact us to activate their online payments in by phone, chat or email. The process is the same for all.
• When a customer contacts us and indicates that they would like to set up/activate online payments using Carolina Complete Order History, we MUST FIRST confirm the following:
  • Does the customer already have an account on www.carolina.com?
    • If NO, direct them to the website and create a new account.
    • Carolina.com New Account Registration
  • Confirm the BILL TO in their online account is the correct BILL TO they want associated with the online payment account?
  • These 2 steps must be complete before their online payment approval can move to the next step.
• Once both steps are complete, submit case to IS help desk requesting the service be activated for the customer.
• Open the Intranet link located on your desktop.

• In the Service Desks request field select Information Services

• Click “Request of Service"
• How to Complete your IS Request form:
  • SUBJECT: Customer Online Payments Account Activation
  • Courtesy Copy (CC): customer_service@carolina.com
  • Add Service/Sub-service:

• • Description: Add customer’s EMAIL ADDRESS (used to log into Carolina.com) and the BILL TO ACCOUNT NUMBER this email is linked to.
  • Click SEND

• After submitting the form to IS, INFORM THE CUSTOMER the request has been submitted and they will receive an EMAIL from Carolina within 24 hours notifying them their online payment access is completed. In addition, the email will contain instructions on how to access Complete Order History and how to set up online payments.

NOTE: Once the online access is completed by IS, the AGENT submitting the request will receive notification the request is complete. You do NOT need to contact the customer. Supervisor/GLs/QCs will complete the communication with the customer, notifying them their online payments has been activated.