Operational Playbooks¶
Quick answers for the counter. You're here for one of two reasons: something's not working, or you need to get something done and you're not sure where it lives or who can do it. "How do I adjust a part's stock count?" is just as much a playbook as "Why won't this payment post?" Find the page that matches your moment and it gets you moving again in the fewest steps possible.
Looking for a cross-system or go-live process?
AR re-keying, GP posting, AP, coupon setup, and the other workarounds that cross teams or systems live in the Corporate Playbooks.
Find your playbook¶
Something's not working¶
| What's happening | Go to |
|---|---|
| You took a payment and the RO isn't showing it | Payment Won't Post |
| The RO won't close or invoice | RO Won't Close |
| The drawer count and OverDrive don't match at close | EOD Won't Balance |
| A part arrived but OverDrive won't let you receive it | Can't Receive a Part |
| The part that arrived isn't what the job needs | Received the Wrong Part |
| A payment was recorded the wrong way, or needs reversing | Wrong Payment Type |
| Duplicate customer, wrong vehicle, or bad info on a record | Customer or Vehicle Is Wrong |
| Receipts won't print, or hardware is acting up | Printer & Hardware |
You need to get something done¶
| What you need | Go to |
|---|---|
| A part's stock count is off and you need to correct it | Adjust a Part's Stock Count |
| The wrong salesperson or tech is on an RO | Fix the Salesperson or Tech on an RO |
| A CARFAX report shows wrong mileage or a bad service record | Fix a CarFax Record |
| You need to book or view a customer appointment | Appointments |
Don't see yours? Go straight to When you're stuck below — and tell us, so it becomes the next playbook.
Every playbook has the same shape¶
You'll never have to figure out how to read one. A fix-it playbook runs top to bottom:
- You'll see this when — how to confirm you're on the right page.
- Keep the line moving — the workaround. Take care of the customer in front of you first; the fix can wait five minutes.
- Fix it — numbered steps with screenshots.
- Escalate — how to get help if the fix didn't work, and what to have ready.
- Learn the flow — a link to the training page for the flow behind the problem.
A quick-action playbook is the same idea, minus the workaround:
- Use this when — how to confirm you're on the right page.
- Who can do this — the role or permission it takes, and what to do if that's not you.
- Do it — numbered steps with screenshots.
- Escalate — how to get help if you're blocked, and what to have ready.
- Learn the flow — a link to the training page behind the task.
When you're stuck¶
Work it in this order:
- This site first. Find the playbook or training page that matches the problem — most answers are a page away.
- Then the Teams channel. If you're hard stuck, post in the store's OverDrive support channel. The whole OverDrive team is in it, and it's the fastest way to get eyes on the problem.
The customer outranks the process
If the problem is standing between a customer and finishing their sale, don't work a playbook or wait on a channel reply while they stand there. Make the call that's best for the customer, get them on their way, and post what happened afterward so it gets fixed properly.
One good post beats ten back-and-forths. Include:
- What you were doing — the RO, PO, or customer it's attached to, and the last button you clicked
- A photo or screenshot of what's on the screen, error message included
- What you already tried from the playbook
This section grows after go-live
The playbooks here cover the problems and questions we expect on day one. Every real issue a store hits — and every "how do I…?" call — gets turned into a new playbook. If yours isn't here, that's not a failure, it's next week's page.