Query Raised Orders
Overview
If there is a query, problem, or alteration that needs actioning, an Order Query will be raised in Mintsoft so that the issue can be corrected and necessary actions taken before dispatch.
An Order Query represents a dialogue between the yourselves and the warehouse team. Providing the dialogue in a central place rather than spread across several emails makes dealing with queries more efficient, and resolutions are much quicker as it allows any member of staff to clearly see the query. When a new message is added, an email alert is sent to our customer and the member of staff that raised the query.
When you (our customer) raises an Order Query, the system sends a notification to our support ticketing system for us to deal with your query. When a warehouse member of staff raises an Order Query, the system sends the notification to the client, as they may need to decide or change an order.
How to Raise a Query
There are two main methods to raise an order query:
To raise an order query using the Help section, please follow the steps below:
From the left-hand navigation menu within Mintsoft.
Click Help then Order Queries.
Click Create New Order Query.
Select the Order Number.
Set the Query Type.
Add any Comments.
Finally, click Create.
To raise an order query using the Order Details section, please follow the steps below:
Click Orders then Overview.
Search for the order.
Click Actions then Details.
Click the Queries tab.
Set the Order Query Type.
Add any Comments.
Click Raise.
The Order will be placed into QUERYRAISED status until the issue has been resolved.
Viewing An Existing Query
To view an existing order query, please follow the steps below:
From the left-hand navigation menu within Mintsoft.
Click Help then Order Queries.
Click Actions then View against the required query.
Within the Add New Message section you can add any comments then click Add.
Additionally, the Query Status can be changed.
Adding documents can be uploaded using the Attachments tab.
Click Choose File to browse for the document.
Add Comments then click Upload.
Once finished, click Update.
Resolving a warehouse raised Query
- Phone number required on order
- Wrong information in address
- Customs information required
- Amazon locked order
- Values in order/products
- Wrong courier selected/ no courier selected
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