Overview
If there is a query, problem or an alteration that needs actioning, an order query can be raised so that the issue can be corrected & necessary actions taken before despatch.
An order Queries represents a dialog between the Client and warehouse team. Providing the dialog in a central place rather than spread across several emails makes dealing with queries more efficient and resolutions are a lot quicker as it allows any member of staff to clearly see the query. When a new message is added an email alert is sent out to the parties involved. An order cannot be dispatched on this system if it has an unresolved order query against it. This helps catch the problem before the order leaves the warehouse where applicable. Order Queries go through a range of status such as NEW, OPEN, RESOLVED and CLOSED.
Raise a Query
There are two main methods to raise an order query, to learn more please follow the steps below:
Help section
To raise an order query using the Help section, please follow the steps below:
From the left-hand navigation menu within Mintsoft.
Click Help then Order Queries.
Click Create New Order Query.
Select the Order Number.
Set the Query Type.
Add any Comments.
Finally, click Create.
Order Details section
To raise an order query using the Order Details section, please follow the steps below:
Click Orders then Overview.
Search for the order.
Click Actions then Details.
Click the Queries tab.
Set the Order Query Type.
Add any Comments.
Click Raise.
If a Warehouse/ Admin User raises the query, the Order will be placed into QUERYRAISED status until the issue has been resolved. A success message will then be displayed, and the query will now be given a QUERY-ID.
Viewing An Existing Query
To view an existing order query, please follow the steps below:
From the left-hand navigation menu within Mintsoft.
Click Help then Order Queries.
Click Actions then View against the required query.
Within the Add New Message section you can add any comments then click Add.
Additionally, the Query Status can be changed.
Adding documents can be uploaded using the Attachments tab.
Click Choose File to browse for the document.
Add Comments then click Upload.
Once finished, click Update.
Order Statuses Not Changing After Client Raises Query
If your client is raising queries and the status is not changing, please check the following:
Click Settings then Customer Account Settings.
Populate the Order Statuses on which you would clients to be able to Raise Queries within the Order Statuses A Client raising a Query Would Change To Query Raised
Click Save.
Deleting/ removing a query
Unfortunately, if an order query (comment) is linked to an order, it cannot be deleted or removed. The only solution would be to delete the entire order.
Order Queries FAQ
Unable to mark order number as despatched!
The Mintsoft error (Unable to mark order number as despatched! Order has outstanding Order Queries!) occurs when there are unresolved order queries preventing the order from being marked as despatched. To resolve this issue, follow these steps:
Navigate to the Order Queries screen using either method listed above.
Change the Query Status to Resolved.
Click Update.
Once the query is resolved, you will be able to mark the order as despatched.