FAQs



Navigator


To search the FAQs for specific words type "Ctrl" + "F" on your keyboard (Command + "F" on a Mac).
Then type the word you are searching for in the window that pops up.


If you do not find what you are looking for, you may want to check the Navigator FZ Training Packet,
which is available in the Downloads page on this site.


If you are still not able to find an answer,
please be sure to contact us through the Ask/Tell page on this site.

Am I reimbursed for accepting the coupons sent from Navigator?
Yes.* You are reimbursed for the food cost of the product. The final reimbursement values are decided by our Marketing Department.

MFC – Mrs. Fields stores are reimbursed as follows:

  • 50˘ per eight Nibblers

  • 50˘ per regular cookie

  • 75˘ per brownie

  • $7.00 per 13” Cookie Cake

  • $10.00 per 16” Cookie Cake

  • $11.00 per Half Sheet Cookie Cake

  • $22.00 per Full Sheet Cookie Cake


TCBY – TCBY stores are reimbursed as follows:

  • $1.00 per individual menu item

  • $5.00 per cake or pie


For more information on Navigator coupons, please see your Navigator Packet, which is given to all when they attend training in Salt Lake City. If you do not have a packet, you may obtain one from the Downloads section on this Web site or by clicking here.

*The exception are TCBY stores that are not drafted based on their sales. Such stores will want to contact Accounts Payable Department for information on how to be reimbursed for the coupons.
How do I create coupons that I may distribute to my customers?
Coupon templates are available in the Marketing sections on the MFCLink and the TCBY ZLink.
How do I redeem gift certificates?
All gift certificates, even those that have an expiration date or are from a closed account should be honored.

If the gift certificates have Zions National Bank printed on them, you may simply deposit them in your bank account just like you would do with checks.

If the gift certificates have any other bank name on them, then you will want to mail them to the Franchisee Support Center for reimbursement using the Gift Certificate Redemption Form that can be found in the Downloads section here.
How do I update my store’s phone number or my e-mail address?
Please contact Navigator, and we will take care of this for you.
I have received expired product from my distributor. What do I do?
  • If the delivery driver is still at your store, reject the expired items. Circle the items on the invoice and note the reason for their being rejected. Contact your distributor directly and arrange for them to reship the product to you as soon as possible.


  • If the delivery driver has already left the store when you discover the problem, contact your distributor immediately and arrange for them to reship the product to you as soon as possible.


  • If your distributor will not work with you to rectify the situation, please report this to Navigator.
    • I have received substandard product from my distributor. What do I do?
  • If the driver is still at the store, reject the product. Circle the items on the Invoice and note the reason for their being rejected. Write “Rejected” on each side of the case to prevent its accidentally being redelivered to another store. Contact your distributor directly and arrange for them to reship the product to you as soon as possible.


  • If the driver has already left the store, report the product through the Quality Issue link on the Navigator Web site. Instructions are provided on that particular page.
    • I made an error when I reported my sales. What do I do?
    If the week has not yet been drafted, you will be able to go into the sales system and correct the information yourself.

    If the week has already been drafted but the sales are less than a month old and the corrections only involve one week, you will need to e-mail or fax the corrections, noting the exact reason for the change, to Anjie Maxwell in our Accounts Payable Department [Fax: (801) 736-1659; E-mail: amaxwell@mrsfields.com].

    If the sales are more than one month old or are for multiple weeks, approval from your ROM and SOM will be necessary. You will need to e-mail or fax the corrections, noting the exact reason for the change, to Anjie Maxwell in our Accounts Payable Department [Fax: (801) 736-1659; E-mail: amaxwell@mrsfields.com]. Our Accounts Payable Department will then contact the store's ROM and SOM to have the corrections approved.
    I need some help with my cash register. Whom do I call?
    Unfortunately, the corporate office no longer can provide tech support for our franchise stores. If you have the new POS system, you may contact:

    • Software Support – ICS – (800) 735-1436

    • Hardware Support – Dell – (866) 746-4977


    If you have a Sharp register system, you will need to contact Sharp directly at (800) 237-4277 to locate a local dealer that can assist you with your issue.
    I need some help with my computer. Whom do I call?
    Unfortunately, the corporate office no longer can provide tech support for our franchise stores. If you have the new POS system, you may contact:

    • Software Support – ICS – (800) 735-1436

    • Hardware Support – Dell – (866) 746-4977


    If you have a Sharp register system, you will need to contact Sharp directly at (800) 237-4277 to locate a local dealer that can assist you with your issue.
    What is my username and password for Alexanders?

    Generally, for Alexanders your username will be your store number, and your password will be your store's five-digit Zip Code.
    For self-serve stores, your username should be "ss" plus your store number (example: ss9000000), and your password should be your store's five-digit Zip Code.

    What is my username and password for the MFCLink?
    Generally, the username and password for the MFCLink will be your complete e-mail address and the word cookies.
    What is my username and password for the MFFBLink where I report my sales?
    Generally, usernames for the MFFBLink are set up as fran along with your franchise entity number. Passwords can differ.

    If you do not know your username and password, please contact Navigator, and we will provide the information or set up the access for you.
    What is my username and password for the TCBY ZLink?
    Generally, your username will be your store number and your password will be your store’s Zip Code. If this doesn’t work for you, please contact Navigator, and we can set it up for you.

    Note: The TCBY ZLink should not be confused with the MFFBLink where you report your sales. The two sites have separate usernames and passwords.
    What is my username and password for Vectra?
    Generally, the username and password for the Vectra will be your complete e-mail address and the word cookies.
    Where can I find a list of ingredients for our products?
    MFC Ingredients lists and nutritional information should be available on the MFCLink.
    TCBY Ingredients lists and nutritional information should be available on the TCBY ZLink.
    Where can I find a list of nutritional information for our products?
    MFC Ingredients lists and nutritional information should be available on the MFCLink.
    TCBY Ingredients lists and nutritional information should be available on the TCBY ZLink.
    Where can I find point-of-purchase (POP) materials?
    You may order POP through the Marketing sections on the MFCLink or the TCBY ZLink.

    If you are not able to link to Rastar on the MFCLlink or TCBY ZLink, please click here.
    Where can I find the kosher certifications for our products?
    MFC – You can view the most recent kosher information at www.KosherCertificate.com. You will need the following Certificate ID numbers:

    • Cookies and Brownies: 96EHM-WEUQK

    • Cookie Cakes: J47SE-6CFZ1


    TCBY – For TCBY, the kosher information is posted on the TCBYZLink in the “Products” section.
    Where can I find the most current Merchandising Guide?
    The Merchandising Guide is posted in the Communications section at www.mfclink.com.
    Where can I find the S&Ps (Standards & Procedures) or Buddy Sheets?
    The information is posted on the MFCLink.com and on the TCBYZLink.com.
    Where can I get a Customer-Service or "800 Number" sign?

    MFC - You may order a customer-service decal from Vectra.
    TCBY - You may order a customer-service decal from Alexanders.
    Where can I get a Navigator sign for the back of my store?
    You may download a sign directly from this site in the Downloads section or click here. Or you may submit a request to Navigator, and we will be happy to mail one to your store.
    Where do I order uniforms?
    Uniforms need to be ordered directly from Master Uniforms. You may find an order form or a direct link to their Web site through the MFCLink or the TCBY ZLink. The phone number for Master Uniforms is (800) 469-4399.