TO CANCEL, EDIT, OR ADD SPECIAL INSTRUCTIONS FOR ORDERS OVER THE NEXT 30 DAYS.......
EFS is currently operating three (3) shifts in the warehouse and staff is in the warehouse for 16 hours daily.
This means more prints are being done and the timeline for you to cancel or edit an order, or put in a special request is much shorter, and the same holds true for Customer Service.
TO CANCEL OR EDIT AN ORDER
You can cancel or edit an order on your own if it is still a “yellow/open box” (Pending).
- “Orders” tab > “Search/Edit Orders”, search by the order number, customer name, or date range.
- Click on the box to the right that has the “wrench” in it if you wish to edit the order.
- Click on the box to the right that has the red “x” in it if you wish to cancel the order (see diagram above).
TO ADD ATTACHMENTS TO AN ORDER OR SPECIAL REQUESTS
Orders needing attachments, or special requests, require you to place the order and then put it on “Hold”.
You can put an order in a “Hold” status on your own if it is still a “yellow/open box” (Pending).
If you have special instructions for an order, such as an attachment please log in and put the order “On Hold” and create a support ticket so that the first available Customer Service agent can access it as soon as possible and be able to get your request to Operations. They can release the order for you as soon as they know Operations has this information.
PLEASE PUT THE ORDER ON HOLD UNTIL 9:00 A.M. EST THE NEXT BUSINESS DAY. WHILE WE DO HAVE CUSTOMER SERVICE REPS ONLINE DURING THE WEEKEND, THIS WILL ENSURE THAT THE REQUEST IS ABLE TO BE GIVEN TO A CUSTOMER SERVICE REP THAT IS “IN-HOUSE” AND CAN CARRY OUT THE INSTRUCTIONS.
TO PUT AN ORDER ON HOLD
- “Orders” tab > “Search/Edit Orders”, and then search by the order number, customer name, or date range.
2. Click on the box to the first box to the right that shows order details.
- Click on the “Hold” button.
- Enter a day and time (next business day, 9:00 am) and then “Update order”.
- Create your support ticket with the EFS Order number in the subject line and “Special Request”. Example: EFS #123456 – SPECIAL REQUEST
Please be as proactive as possible regarding these issues. If the order has already been batched and printed, please also understand that Customer Service will still do their best to accommodate your request, however again, the timeline for them to be able to do this is drastically shortened during the holiday rush.
If you have any questions about this process or this article, please reach out to us via the Zendesk ticket system.
~Linda Sorna, Client Care Manager