If there is a query, problem or an alteration that needs actioning, an order query can be raised so that the issue can be corrected & necessary actions taken before despatch.
The order queries module can be accessed by navigating to Help > Order Queries
Order Queries go through a range of status such as NEW, OPEN, RESOLVED and CLOSED.
An order Queries represents a dialog between the Client and warehouse team. Providing the dialog in a central place rather than spread across a number of emails makes dealing with queries more efficient and resolutions are generally a lot quicker; As it allows any member of staff to clearly see the query. When a new message is added an email alert is sent out to the parties involved.
An order cannot be dispatched on this system if it has an unresolved order query against it. This helps catch the problem before the order leaves the warehouse where applicable.
Raising an new Order Query from the Help -> Order Queries Screen:
Click the "Create New Order Query" button
If the order is on the system select the order number from the dropdown box. If it hasn't made it on the system yet e.g. there is an import error please enter the order number manually
Select the Query type such as Failed-Delivery, Change Address etc or OTHER is there isn't one applicable to your query.
Any some details in the comments.
Then click create!
Note try and keep this in the same format as the actual order number so when the order does come in the system can relate the query to the order.
If the query is raised by an Admin User the Order will be placed into QUERYRAISED status until the issue has been resolved.
A success message will then be displayed and the query will now be given a QUERY-ID :
Example Order Queries Dialog
You can also create a query by viewing an individual order in Orders > Overview and clicking the query tab:
Viewing An Existing Order Query
To view existing queries navigate to the Order Queries module (Note you can search or filter by Query Status). If you click the View Button a view similar to below will be displayed allowing you to see all the details. It is also possible to add any additional messages to the conversation if you wish.
Adding Attachments to Order Queries
Additional functionality has added the ability to add attachments onto existing Order Queries. This will allow invoices, documents etc to be uploaded to the query. Once a document is uploaded, it can be viewed, downloaded and deleted.