Order Queries

Modified on Mon, 18 Mar 2024 at 03:33 PM

The main queries the Success Team can assist you with are:

  • Cancelling an order (restock and/or admin. charges may apply)
  • Holding orders
    • £0.25 per parcel, per day
    • £0.63 per pallet, per day

  • Splitting an order, for example where one item is out of stock:
    • The request to split an order must be received before 2 pm on the same day as the original order is placed so that all available items can be despatched as soon as possible
    • Any items on back order will be despatched as soon as stock becomes available, either from a return or an ASN
  • Amending an address (if the request is placed prior to the picked stage)

The Success Team cannot action any of the following amendments:

  • Adding new items
  • Removing items from the order.
  • Changing the size of any items.
  • Changing the colour, style or SKU of the order contents

If your customer has requested any of these changes, you will need to submit a ticket using the Success Portal. 

click here to submit a request on the Success Portal

Please note that cancelling an order on your e-Commerce site will not cancel the order in our WMS, therefore it is of the utmost importance that you raise a query with the Success Team to have this actioned

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