There are items missing from my order. What should I do?
If there are items missing from your order that appear on your invoice from the supplier, you can request to be credited for these items. Follow our guide on How To Raise a Credit Request to find out more.
Can I see order tracking information in Edify?
Currently, tracking information for orders is not visible within Edify. To request any tracking information for an order, please contact the supplier directly.
Can I change my delivery address after placing an order?
Once an order has been placed, you'll need to contact the supplier directly to ask to change your delivery address.
My order was cancelled, and what should I do next?
If your order was cancelled by the supplier and you will no longer be receiving the items, make sure to open up the order in your Deliveries tab, reduce all of the quantities of products in the order to 0, and click "Confirm Delivery". This will confirm that you never received any stock, which will keep your inventory log accurate.
I haven't received my order. What should I do?
There could be a few reasons why you haven't yet received your order:
-There were delays with your supplier/delivery
-There may have been an issue placing your order through the platform
We recommend contacting the supplier to check if there have been any delays with your delivery, or if they can provide you with tracking information.
If the supplier didn't receive your order, it's possible there may have been an issue with the supplier's set up in Edify. Please contact our support team using the live chat feature on the help centre for further assistance.
What do I do if an item is placed on a backorder, and will arrive later in a separate delivery?
If there are item(s) that you don't receive as part of your initial delivery that have been backordered - ie. you will receive them, just at a later date; Make sure to confirm the delivery without the stock.
To do this, adjust the stock of any item you didn't physically receive in the delivery to 0, and click "Confirm Delivery". You should do this to make sure your stock levels always stay accurate.
When you do receive the backordered item at a later date, you can re-add a delivery of the backordered item as a separate delivery/order.
To do this, you can go to the Deliveries tab, click the "Add" button in the top right hand corner, and select the supplier, the products you receive and add the date they were delivered. Once you are finished, click the add delivery button and this will appear in your order history!