Manage Your Account
Manage Your Orders
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Submitted Orders |
Please note that your account configuration may not allow all the features described in the Help Centre.
Where can I see my order history?
The Submitted Orders list is accessible through the Orders menu.
How can I see the details of my old orders?
In your Submitted Orders list, click on the order number to open the order details page.
How do I check the status of an order that has been submitted?
In the Order menu, select Submitted Orders. In the orders list, the order status appears at the right end of each line.
Awaiting Approval - the order requires approval from someone in your organization.
Open - the order is being processed and has not yet been fully shipped. Among others, this status includes orders in which an item is still on back order. Click on the order number to view order tracking information.
Rejected - the order was cancelled by the person responsible for approving orders in your organization.
Shipped - the order is now delivered. Click on the order number to view the proof of delivery.
Cancelled - the order was cancelled by the buyer.
How can I track my order?
Click on the order number you wish to track. In the product list header, click on the Tracking information available link. You'll fin the carrier's name, the number of parcels as well as the delivery date and receiver's name if the order was already delivered.
The message "In Transit" means that the parcels have left our warehouse and will be delivered shortly. Come back to this order later to view the proof of delivery.
The message "Status unavailable online" means that the information you are looking for cannot be viewed in this page. Contact a Customer Care representative for more details.
You may click on a tracking number to open the carrier's tracking site for more details.
My order contained a back order and its status is now "Shipped", but I haven't received my back order yet. What does that mean?
The order status Shipped indicates that the products have been shipped in their full ordered quantities. If there were any items on back order, these have either been delivered in a separate shipment or they have been cancelled.
How do I delete/cancel my order now that I have already submitted it?
It all depends on its current status. In the Submitted Orders list, if the status is shown as Awaiting Approval, you can click on the Order # and click on the Cancel button. If it has another status, you must contact Customer Care and they might be able to cancel your order.
Can I modify the contents of an order that has already been submitted?
Only while it is awaiting approval. From the Submitted Orders list, click on the order number to open its details and then click on the Modify button.
If your order is not subject to approval, you must contact Customer Care as quickly as possible as they may be able to catch the order and make your changes.
How do I change the shipping address on an order that I have already submitted?
If your order is awaiting approval, you can access the shipping address and enter your modifications. If your order is not subject to approval, you must contact Customer Care as quickly as possible as they may be able to catch the order and make your changes.
How can I manage the size of my Order History list?
In the Edit My Profile page, in the Settings section, you can limit the display of completed orders by choosing a default period in the Order History Display option. From the last 30 days to the last 180 days or show all orders.
Orders with any status other than "Shipped" are always visible regardless of the limit set here.
What does is mean when a padlock icon appears below the order number in my Submitted Orders list?
This icon indicates that the order is being modified by another user, usually, a person responsible for approving orders. Hover your cursor over this icon to see the name of the user who is "locking" your order.
If the person exits the order modification screen incorrectly, the order will remain locked until they goes back in and exit by clicking the Back button or the Update button. If they are unable to release the order and it is still locked after 4 hours, the system will release it automatically. Contact the Help Desk if the order remains locked for more than 4 hours.
How can I get an invoice copy from a submitted order?
As long as your order is still in your Submitted Orders list, you can click on the order number to open the order details. Click on the invoice number at the top of the page to get a copy of the original invoice.
If the order is too old to be part of your Submitted Orders list, get in touch with one of our Customer Care associates.
How can I reorder products from a submitted order?
From the Submitted Orders list, click on the order number to open the order details. Click on the Buy Again button for each product you wish to reorder.
A pop-up window containing the product's details will open. Adjust the quantity as required and click on Add to Cart to add the item to your order.
My approver has not received a notification email indicating that my order is waiting for approval. What should I do?
In the Orders menu, select Submitted Orders, click on an order number to open its detail page. At the bottom of the detail page, click on the Resend Order Notification button. This action resends the e-mail notification to your approver and your order confirmation e-mail to you. If the notification is still not being received by your approver, have them check their profile to confirm their email address is entered correctly.
Can I print a copy of my order?
Yes. From the submitted orders list, click on the order number to open its detail page, click on the Print View link at the top or bottom of the page. Click on the Print button.
Can I send a copy of my order by email?
Yes. From the submitted orders list, click on the order number to open its detail page, click on the Print View link at the top or bottom of the page. Click on the Email button. Enter the recipient's email address and click Send.