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Welcome to the CoG FAQ

The FAQ is the warehouse of what to do when something strange happens. For general information on how to do your shift, see the Basics and the Worker Guides See list of questions to the right. Click and be illuminated!

If you want to edit a question, then move the mouse to the end of the question (near the question mark). You should see a button pop up. Click to edit. To add a question, you need to click on the "edit page" button at the bottom, or click on one of the big headers.
(You must be logged in to do all of this.)

The List of Questions

Welcome to the CoG FAQ
Buying Things
Selling Things
Store Credit, Canceling Orders, and Refunds
Building Orders
Working Shifts
Delivery Shifts & Stocking
Handling The Products
Cleaning Things
Supplies
CoG by the Case
Miscellaneous

Buying Things

How do I purchase Discount Items?

These items are no longer in the store, so we use a system similar to the Whoops system. Do not attempt to scan then with the barcode reader since this will charge the wrong amount for those items! Under the "Whoops" category in the store are two new items, "Discount Item" and "Discount Item with Tax". Enter the new, discounted price (in pennies) into the "amount to buy" field.

How can I pay for things?

See the BasicsPayMethods Guide. In short: Google checkout, check (if in store), or CoG Bucks. CoG Bucks is preferred.

When is the latest I can place an order and still get it on Thursday?

The order to UNFI is placed by 1pm on Tuesday. We either build pending orders (and through that discover what items are needed) Monday night or Tuesday morning, and then place the order based on what is not found. Monday 8pm is the official deadline, therefore, although sometimes Tuesday 10am is not too late if the building hasn't happened yet.

Selling Things

How do I check people out?

See the step-by-step instructions

Where do I mark down an item if it is out of stock and someone is looking for it?

The scanner isn't scanning a bar code. What am I doing wrong?

Did you hear a sad beep, or no beep, from the computer?
If a sad beep, the scanner read the bar code (you used it correctly!) but the item is not in our scanner database. You might try a second time--sometimes the scanner misses a digit and everything gets confused. If it still doesn't work, then there is a link to click on and report the missing item. Report it, and then find the item in the store manually after you are done scanning items (see below).
If no beep, the scanner could not read the bar code. This usually happens with non-smooth surfaces. Follow these steps:

o Are you holding the scanner right on the bar code? Our scanner is not like the supermarket scanners that just need to see the bar code, instead you need to hold it right on the bar code. o If you are holding it on the bar code, try flattening the surface of the bar code (if the bar code is on a bag that contains the item, the bumpiness of the bag may cause the scanner to not read the bar code.

How do I sell items with no bar codes, or bar codes not found by the scanner?

First scan all well-behaved items. When an item doesn't scan, a link pops up to allow you to add the item name, so that the product can be added to the system. Please do this!

Sometimes, products from very small producers have no barcode. Check the barcode page next to the computers to see if you can scan it that way (right now Bernie's juices and the raisins are on the barcode page). If not, the item is likely listed in the store--see below. After finished scanning everything you can, click the submit button and then look for the remaining items in the store by clicking on the shopping link, entering a few keywords into the search field (such as brand or type of thing) and adding it to the cart as if you were shopping on line.

After all that, if you still can't find the item, then find the "woopse" item. The "woopse" item costs 1 cent, and we sell enough woopse items to match the price of the item desired. To find the price on the troublesome item, go look at its tag (you might have to run around the store for this, sadly). If there is no price on the tag, and the item is similar to some other item (e.g., different flavor of juice), use that items price. If there is still no match then who knows.

Regardless, for items without a barcode, when done selling the item, please enter the trouble item in the "Report Something" part of this Information Warehouse, so someone can know there is a problem and fix it for future folks! Click here to do it!

How do I "Woopse" a taxable (non-food) item?

We need to add a taxable whoops to the system. But we're also trying very

hard not to have to use the whoops at all. For now, don't bother with the tax--it is too rare an event to book-keep. But be sure to report the troublesome product! Click here to do it! See Ticket #26 for this issue.

What do I do if someone can't get into their google account because of ISP problems at the COG.

(Is this valid?) Send them home with the groceries and have them promise to finish the transaction at home by going to their shopping cart and clicking buy. Also make a note and put it in the "credit" basket so someone verifies they did not forget to do this.

How does Pre-Pay/CoG Bucks Work?

See the BasicsPrePay Guide for more information.

How do people pay by check?

Get to the point where the order is finalized and you would normally click on the "Google Checkout" button. Don't click on it!
At this point instead use the Bookmark in the browser for "Pay By Check." Follow that through to the end (Google has it listed as "cash on delivery").
When you get the check, put it in the top-left drawer of the big desk in the middle room. Complete one line of the Checks received form for each check.

When a new person walks in during my shift, what do I tell them?

Check out the TalkingPoints document that gives an overview of how to sell the cog.

When a new person showing up during my shift wants to join the COG, how do we do that?

See the BasicsEnrollMember Guide for all about having new members join!

How do I sell things when the Internet is down?

Go into a blind panic...or

Here's a suggestion for a new policy:

First, turn the computer off then on again. This may re-establish an internet connection.

If still no internet, tell the member that check out will be slow:

1. Give them a piece of paper and have them roam the shelves and write down all items with item name, number, quantity (number they are buying) and price.
2. Take the list and total up their price.
3. If they can pay by check, have them do so.
4. If they can't pay by check, have them sign the paper with a promise to pay.

Keep a stack of these sheets and put them in the check drawer.

Not sure how to handle entering these sales into the computer, but I don't think we want to get in the habit of turning folks away when the internet goes down.

(The ordered list formatting does not seem to be working., or at least not according to the WikiFormatting link below.)

A ex-member has left the CoG, but has a credit they want to use. How do I check them out?

There is a test shopping account. Log into that, get the total, and subtract that from the credit (how?).

A member forgot their store password. How do they shop?

There is a test shopping account. The email is browsing@…. The password is "browsing". Log into that just like any other CoG store account, get the total, and have them pay through Google (which is a different password system).

A People's Grocery Person wants to shop without an account. How?

Let them shop. When they are done, have them come up to the front to be checked out. Use the browsing account (browsing@…, password browsing) and log in the CoG store. Use the barcode scanner and check them out. They must pay by check--so follow the pay by check instructions for that part.

What's the ordering schedule?

If a member places an online order by Monday night, 8pm, then items available from our major distributor will likely be boxed and ready for pickup by Thursday afternoon. Locally made items are available on varying schedules, with pre-ordered requests filled first when the product arrives.

More info: Our major distributor is UNFI, and that order is placed each week on Tuesday morning. Local products are picked up or dropped off on varying schedules, so may not be available as quickly. (More info about specific local providers could be added here by someone in the know.)

Store Credit, Canceling Orders, and Refunds

How do I accept a returned item?

If someone comes in with an item they purchased but want to return, follow these steps:

Verify the item is from the CoG.
Find the customer in the database. To do this, go to the Customers List and find the customer by name.
Find the order number for the order that originally had the item. You can do this by looking at the purchase history of the customer. From the page where you find the customer, click on the little "PH" to the right to see their purchase history and locate the item.
Write down the cost of the item, the number of items being returned, and whether it was taxed or not.
Re-stock the item in the appropriate place on the shelf.
Use the Messenger (http://www.thecog.org/util/emailer.php) to email "Credits" to issue CoG Bucks to the relevant amount. Be sure to include the item name, order number, customer name, amount of the item, whether it was taxed, and anything else credits might need to know.

If the item is damaged or bad, and it is reasonable to accept a return on the item, throw the item away, and add a note to that effect to the "Credit" message you sent.

How do I issue credit for random reasons?

Email credits with the CoG Messenger (http://www.thecog.org/util/emailer.php Messenger) with the amount, the customer name, and the reasons.

Crediting Pending Orders: How do I credit back a partial order?

If a partial consists of one or two items that have not come in for a long, long time, you can refund the money to the customer and cancel the order. Open up the order and click on "credit" at the bottom of the form. Follow the steps. It will give the customer CoG bucks, calculating the amount from the missing items. It will also send them an email. Once this is done, the order is removed from the system, and we will stop attempting to get that item in stock.

One warning: do not build an order and then hit credit. The credit button is all-or-nothing: either credit the entire partial order, or none. If you want to do both, build the order as best you can, and then go back and hit credit on the remainder.

How do I mark an item as packed when the barcode doesn't work, or isn't there?

For each product on the check-out screen where you mark the orders as packed is a little secret down-arrow button. If you click on it there is a drop-down menu that you can use to register items as packed. Generally try to scan first--it helps catches mistakes. But if you are certain you have the right product, then you can override this way. Sometimes producers change their barcodes, which causes this confusion.

Building Orders

How do I build orders?

Go read the BasicsAssembling Guide. It will walk you through the steps! The FAQ questions will address strangeness that pops up.

How do I find orders to build?

Click on the Cog-o-matic link. This lists all orders that have been submitted. The ones "above the line" are orders that have potential to be filled. Click on one to see it.

How do I "build" a membership or trial membership?

Check the item off as built and then add a note to the new member saying you will contact members to make sure they get welcomed. Then email members@… and shifts@… with the new member's name, number, and email (and that they are a new member). You can email these groups via the CoG Messenger.

How do I complete a partial/incomplete order (Partials)?

Partial or incomplete orders (called "Partials") are just like normal orders, except some items are already marked off. See the BasicsAssembling Guide for how to build orders.

Also, if you know some new item just came in, you can check to see who is waiting for it. First, go to the cog-o-matic partial order checker, wait for it to load, and scroll to the bottom. There will be products listed, and order numbers to their right. This is a list of all outstanding products, and who wants them. Click on orders you know you can fill (i.e. ones to the right of the products that just came in) and fill them as normal.

When filling orders electronically, you should print the order sheet and put that in the box with the items, so the member picking up their stuff can know the order number, what is supposed to be in the box, etc.

How do I mark an item as missing when building orders?

How do I check on the current status of an order, given its number?

Go to the following URL: http://thecog.org/cog-o-matic/status.php?4855

Once there, change the number at the end to the number you are interested in and hit enter. It will refresh with the status of your order.

How do I see what things are missing from the shelves (partial orders)

See http://thecog.org/cog-o-matic/partials2.php This displays all pending partial orders. If you scroll to the bottom there is a list of products that we need (and the orders that need them). One warning: it does not include items from orders not yet built, so if there are pending orders that haven't been built, it is conceivable that some of those items are also missing, but will not be on the partials list yet. If you build all those new orders, then the list will be current, complete, and up to date.

Working Shifts

How do I make/modify signs?

See BasicsSigns

How do I learn about/reset the scale?

The actual manual for the scale is in the drawer in the desk where the scale is kept. There is also a note from the manufacturer about dealing with common problems we have with it. Also see the BasicsHandlingMerchandise Guide which has a blurb about making labels. There are extra rolls of labels in the drawer as well.

Is everyone supposed to sign in for their shift? How, where and why?

How do I sign up for a shift?

Go to http://www.thecog.org/committees.htm and click on the work-shift link. The yellow lines are empty shifts. Find one that meets your needs and enter your name. You now have a shift!

What should I do when I am here?

Either consult the current problems and issues to see if there is something you can work on. Also you can check out the task list for the standard jobs that always need to be done.

When I am working I would like to have some tea. Is there tea?

Yes. There is a electric kettle on the desk in the small room between the warehouse and the front room. In the front room is a gray cabinet with tea and, sometimes, snacks. Be sure to unplug the kettle when you are done with it.

Is it OK to ring yourself up?

(Do we have a standing policy that you always have someone else ring you up? I've heard differing opinions on this from workers, and it would be good to have this clearly posted).

Yes, if there is no one else in the store. But it is better if you have someone else do it. See and/or participate in the forum discussion on this policy.

When do I open the garage door, and how?

If it is not too cold, the door should be open to signal the general invitation to folks to stop by. If it is cold, keep it closed and make sure the lights are on in the front office. The door has a chime that rings in the warehouse, so you don't have to worry about people sneaking in.

To open the garage door, there is a chain to the left (when inside the warehouse). Pull out the pin, pull the chain from the bracket it is stuck in, and then pull down on one of the two strands of chain. The door should go up. If it does not, try the other side. When the door is up, reinsert the chain in the bracket and put the pin back through the hole so it doesn't slip out.

Where is a First-Aid Kit?

Have an injury? There is a light-weight first-aid kit in the tall cabinet in the middle room on the wall connecting to the child-care room. It is on the top shelf. It is a white plastic box.

Delivery Shifts & Stocking

Important: We need to be careful about selling items ordered by accident. Sometimes we accidentally order the wrong size, the non-organic version, or the wrong brand. Once one item is sold, or the box is gone, we can no longer return this item. Stocking shifts should pay attention to items that don't seem to have a place on the shelve, and hold these items aside until you are sure they were meant to be ordered. In some cases, this may be a special order (see below).

How do I break down bulk items?

See BasicsHandlingMerchandise

How do I make a proper shelf tag?

Preferably we want the tags so that they are all uniform, and therefore easy to find the same info on all of them. Base the tags you make on the examples you find in the store. If you handwrite a tag, enter that fact (and the product and location) in the "Report Something" of this Information Warehouse so someone makes an official tag.

[To be added here: instructions for making official tag.]

What if items included in the delivery don't seem to have a place on the shelf? How do I find out where they go?

It may be a new item. If you double check and can't find it anywhere, try this:

Go to the barcode scanner page and scan the item.
- If the item scans, it probably has a space on the shelf. Go back and triple check.
- If it doesn't scan, use the "unrecognized product, click here ... to report it." Let them know the product name/description, manufacturer, size, and any other details you think may be helpful.
Search for the item in the online store, to find the price and item number (the item number are the digits at the end of the web address for that item).
- If you can't find the item in the store, it may be a mis-order. Before you put it on the shelf, check to see:
  - Is it organic? If not, and we carry the same item but in organic, it's probably a mis-order.
  - Is it almost the same as something we carry, but a slightly different size/variety, etc? It may be a mis-order.
- If you can't find the price for the item (it's not in the online store), put it aside and report it as a probably mis-order.
Note the section of the online store the item is listed under; this should help you decide on which shelf in the store it belongs.
Create a Shelf tag that item and post it on the shelf.
Stock the item!

Intercepting items that come with a delivery that go with someone's order and are not supposed to be shelved?

There are two situations where you may want to not shelve an item:

Items that are special orders that we don't stock on shelves

These will often be a single item, but may occasionally be a case. If you don't see a space on the shelves for the item, check the orders to be built to see if you can find the item there. If you can't find it in the orders, read the section on stocking new items (above) for more help.

Items that are special orders that we normally carry

Someone may order a case of an item. It is helpful to scan new orders for large quantities of an item before your shift starts stocking the shelves.

This section probably needs more work

Handling The Products

If I pick up the last item of some type, should I make a note of that somewhere?

Where is a map of where things are?

There isn't one made yet. This should be a project for us to work on!

What do I do if the product name in an order doesn't make sense

(or doesn't have the size as part of it)?

What do I do when I find an item that has no tag, isn't in the store, and doesn't scan?

What size are the Soda Club exchange bottles?

Soda Club carries two sizes, 110 and 60. We are not carrying the larger size carbonator because Soda Club doesn't offer them wholesale. They explained it to me this way: the new models (Penguin, Pure) can only use the smaller size, the Fountain Jet can use either size, and all new kits come only with the smaller size. Essentially, they have phased out the larger size but continue to carry it as a courtesy to long existing clients. You can buy refills of the size 60 through the CoG, and it is definitely a better deal, even if you had the bigger size before, since our shipping cost is included in the price; (through Soda Club, a spare 110 liter carbonator is $36.99, and a refill is $21.99, whereas a spare 60 liter is $25, and a refill is $12.50 plus shipping, of course, which was $5 for my order of two refills when I placed it in January.) If you do have the larger size now, please contact Soda Club and explain the situation to them; I don't know how they handle the licensing aspect of swapping sizes.

How do I handle Soda Club exchanges / where do I put the empties?

When you have received your notice that your order has been filled, please remember to bring your empty carbonator with you to the CoG, and show it to the members on duty. There is a box next to the Crystal Geyser bottles marked "empty carbonators". Please put the empty in there. Another member used a piece of masking tape with their name on it to show it came from them - very useful. That's how I will know it's from you and not another member. If you could do the same, I would appreciate it! (There's masking tape at the CoG.)

Cleaning Things

Where are cleaning supplies?

There are some brooms and mops under the stairway on the right hand side of the store when you are facing the back of the store.

What do I do when a bottle breaks and there is a big mess?

Sadly, you clean it up. Cleaning supplies are under the stairs. If the mess is sticky, soak the area with water several times.

Do I charge the person who broke the item for the item?

What are the different color trash bins next to the roll-up door?

What do I do with compost trash?

(Is there a separate compost bin?)

Supplies

If I take goods to use in the store, how do I record that?

Log in as "supplies@…" (just like you would log in yourself). The password is in the "Semi-Confidential Password File" that Team Leaders have access too. This page is at http://thecog.org/sutil/passwords.html (you can reach it by going to Command and then clicking on the appropriate link).

Once logged in, "buy" the items you need. If you are not scanning the items, be sure to add a "DO NOT BUILD" to your cart! Then check out with the "pay by check" option up top. Leave a note in the comments field saying what the supplies are for, confirm the order, and then _don't_ put a check in the check drawer.

Where do I find more paper towels, toilet paper, etc.?

Check the file cabinet with the cups and plates first. If that fails, take a package from the store shelf. You then need to chart the item to the "supplies" account. Log into the CoG store as supplies@… and "purchase" the items you need. Your team leader should know where to find the password. This is done so the items can later be accounted for. If the package has multiple rolls, or something, then leave the remainder in the file cabinet with the cups and plates. See [SpecialAccounts] for more info. Go to the Command Center and click on passwords for the password.

Where can I find scrap paper?

Front office???

Where can I find white labels?

Front office, there is a box on the floor next to the desk.

CoG by the Case

How does CoG-by-the-Case work?

Please read the BasicsCogByCase Guide for more information. How does it work? What are the notification procedures? What if someone sees an item they think they ordered, but they didn't yet get an email about it? What if they forgot what they ordered, how do they check their orders?

How will I get notified?

Jon Witort, the person in charge of CoG by the Case, will send you an email when your items come in (typically on Thursday).

Can I check on what my CoG By Case Order was?

I don't know.

I figured out that I can go to the "Google Check Out" website (just "Google" it) and sign into my account. In the upper right corner there is a "Purchase History" tab. All my previous orders done through Google Check Out, including CoG by the Case, are there, in detail. It does not distinguish which are "by the Case", but you can find them there.

What if I see an item that I think I ordered, but haven't yet received an email about it?

Sometimes orders have come in but haven't been checked off. If your name is not yet on the package and the package is not yet on the packed order shelf, do not take the order. You can call Jon to ask explicitly; his phone number is posted in the CoG warehouse.

Miscellaneous

How do I contact my team leader?

What do I do if I can't find someone to do a shift swap with me?

How do I suggest a product?

Go here to suggest a product. It is an online form to fill out. Products are then reviewed by the products committee (which you can join if you like). A list of suggested products is here.

When do we close on Saturdays?

There are two signs in front, one says 4pm, one says 4:30pm. My understanding was that the shop closes at 4pm, but the shift ends at 4:30 to allow for cleaning, closing, etc. Not sure if this's correct.

How does the book-swap shelf work?

Put things that are theoretically something someone else would likely want on the shelf. Feel free to take anything on the shelf for personal use. When done, either bring them back or not, at your pleasure. It is not considered okay to take things with an eye to selling them elsewhere. Items include, but are not limited to: books, games, videos & dvds. No cassette tapes, LPs, or out-of-date electronics, please.

How do I find out my CoG Membership ID?

I have no idea.

How do I turn on computers?

There are two computers at the front of the warehouse, used for checking people out. The computer with the white rounded base has a power button on the back left of the base. The other computer has a power button on the front of the grey box. Just push the power buttons, and the computers should turn on. (Do they automatically connect to the internet?)

The printer has its own on switch, in the back on the left.

(Does anyone know anything about the computer near the scale?)