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Order Admin Tool Operating Guide

Modified on 2012/03/02 15:14 by mwilley Categorized as Uncategorized
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==Order Admin==

===Getting Started===
* '''URL:''' [http://tools.ezpservices.com/Login.aspx | http://tools.ezpservices.com/Login.aspx]
To log in use the username and password that was provided to you from the ezprints team. Once logged in you will be able to reset your password; to do so click on the “My Account” tab at the top of the home page, this will take you to the account info page where you can reset your password. If you have forgotten your password, please use the Forgot Password link on the login page.

===Searching for an Order===

From the Manage Orders drop down, select Find Order. From here you can search for orders using a wide range of customer information; such as first/last name, email address or order number. Simply type in your search criteria and click “Find”. You will also have the option to search by date range and order status.

===Order Status===

Once you have reached the order details page you are able to view the status. Each shipment has an order status bar; here is the definition of each step:

* '''Received''' means that the order has been received by ezprints
* '''In Production''' means that the order has entered production and is waiting to be manufactured
* '''Production Complete''' means that the order has been produced is waiting to be shipped
* '''Shipped''' means that the order has been processed through the shipping station and is waiting to be picked up by the carrier service; prior to the status being complete there will be an estimated ship date based on the received date.
* '''Delivered''' is when the order is expected to reach its destination. Once the order is shipped you will be given an estimated delivery date based on the ship date and shipping method.

===Order Cancellations===

To cancel an order, click on the “Cancel This Order” action button in the “What do you want to do?” box on the order details page, fill out the prompted form and click “Cancel Order”. If the action is not available in the box then the order is too far into the production process to be canceled. The customer would then have to wait to receive the order and then return for a refund.

Note that once a cancel request is submitted the order is automatically canceled.

===Refund Request===

To request a refund click on the “Request Refund” action button in the “What do you want to do?” box on the order details page, fill out the prompted form and click “Request Refund”.

The form will allow you to “apply to whole order” or select specific orderlines to have refunded. You will also have the option to include shipping charges or request a refund on the shipping charges only.

When requesting a refund on specific orders lines first you will need to click the check box “Click here to show line item details” then un-check the “apply to whole order” check box on the “Request Refund” form; this will allow you to select specific orderlines.

After selecting all associated orderlines and filling the form you can “Request Refund”.

===Returns===

To request return information you can click on the “Request RMA Number” in the “What do you want to do?” box on the order details page, fill out the prompted form and click “Resend Order”.

Once the request is submitted the ezprints team will return your RMA number to have the package shipped back.

===Resend Request===

To request a resend click on the “Resend Order” action button in the “What do you want to do?” box on the order details page, fill out the prompted form and click “Resend Order”.

This form gives you the option to specify the orderlines that need to be reprinted, change the shipping address, override a rejected shipping address if necessary as well as upgrade the shipping method.

====Why would you override the shipping address?====

All address changes
go through the Address Verification System (AVS) and there are times that this system will reject the address before the request it submitted. If this is the case you should confirm the address change with the customer and check the ‘Override Address Verification” box and submit the resend request.

===Update Shipping Address===

To make changes to the shipping address click on the “Change Shipping Address” action button in the “What do you want to do?” box on the order details page, fill out the prompted form and click “Upgrade Shipping”.

If this action is not available then the order has shipped already and the shipping address can not be updated. If not successfully delivered the order will be returned to the shipper and the address will be updated and reshipped.

This action will run the address back through our Address Verification System (AVS). If the change is not accepted by the AVS you will get an error. To override this step you have the option to “Override Address Verification”. Before doing this, be sure to confirm the address change, check the “Override Address Verification” box and resubmit the change.

===Upgrade Shipping Method Request===

To request for the shipping to be upgraded click on the “Upgrade Shipping Method” action button in the “What do you want to do?” box on the order details page, fill out the prompted form and click “Upgrade Shipping”. With this request the EO agent will upgrade the shipping method one level unless noted differently in the Comments section of the request form.
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