Overview
Learn how to efficiently manage orders with My Easy Monogram. This guide covers everything from tracking and resolving order issues to updating shipping details and understanding fulfillment processes. Ensure smooth operations and enhance customer satisfaction with practical tips and resources, including a link to our Upsells article for boosting order value and providing package protection.
On This Page
Lead Time & Fulfillment
Production Time: Typically, orders are produced within 1-4 business days.
Shipping: Standard shipping takes 1-4 business days after production is complete.
Note: Production times may extend during high-demand periods, such as Q4.
Manage Orders
Accessing the Manage Orders page
Log in to your My Easy Monogram dashboard.
Go to "Orders" on the left toolbar to see all orders from your Shopify Store.
The Manage Orders page provides a comprehensive view of all your orders. It displays the order number for tracking, notifications regarding fulfillment and payment status, the current stage of the order, the customer's name, the date the order was placed, the type of item ordered (single or multi-item), the selling price, and your cost for the order.
View Order Details
Click on the order number on the Manage Orders page for a detailed view.
Information includes fulfillment status, payment status, customer details, item name, selling price, quantity, item cost, tracking number, and profits.
Order Status
Pending: Order placed but not yet accepted.
Processing Payment: Payment is being processed.
Order Placed: Accepted and scheduled for production. Once the status is "Order Placed," the order can no longer be updated or canceled as it has entered production.
Shipped: Order has been shipped. Updates and Cancellations are not possible once the order is shipped.
Failed: Order did not process due to issues like missing credit card information.
Canceled: Order has been canceled.
How to Resolve Orders with Errors
Navigate to the "Orders > Errors" tab to view orders with errors.
Hover over the notification icon to see the error details.
Click the order number to view and fix the issue.
Note: Orders with errors will not proceed to production until resolved.
If you need further assistance, log a support ticket.
Update Shipping Address
Shipping addresses can only be updated before the order goes into production. Sellers must verify the status of the order prior to making any changes. After updating the address in Shopify, ensure that the new shipping address syncs correctly with the My Easy Monogram app.
To update a shipping address, follow these steps:
Log in to your Shopify account.
Go to the "Orders" section.
Select the order you need to update.
Click "Edit" next to the shipping address.
Enter the new address and save the changes.
Important Note:
We cannot ship to PO Boxes. Please provide a physical address.
For Additional Shipping information click HERE to view the Shipping Article
Placing Orders on Hold
To prevent orders from entering production while you make updates or finalize details, you can place them on hold at both the product level and the order level.
To Place Orders on Hold at the Order Level:
Access the MEM Dashboard:
Log in to your MEM app and navigate to the "Orders" section.Select the Orders:
Choose the order(s) you wish to place on hold.Place the Order on Hold:
Click on the “More Actions” dropdown in the top right corner.
Select “Hold Order(s)” to prevent them from proceeding to production.
Releasing Hold on Orders:
When you're ready to proceed with the order, select the order(s) again.
From the “More Actions” dropdown, choose “Release Hold” to allow the order to move forward to production.
Product Level Hold Toggle:
To place all future orders for a specific product on hold, go to the product description page in the MEM app.
Under the “Production” section, toggle on the "Hold" option.
This will automatically place any incoming orders for this product on hold, allowing you to update production files before they enter production.You can also edit existing Design Studio products to toggle on this "hold" functionality.
Updating Production Files
If you need to update a design’s production files before it goes into production, you can easily do so for Design Studio products.
To Update Production Files:
Access the Order:
In the MEM app, navigate to the "Orders" section and click on the order number you wish to update.More Actions Dropdown:
Click the “More Actions” dropdown for the product in the order and select “Update Production Files.”
Note: This option is only available for Design Studio products.Edit the Design File:
Update the design file using your preferred design software (e.g., Adobe Illustrator), ensuring it meets the required specifications.Upload the New File:
After editing, re-upload the updated production file in the MEM app by selecting the “Update Production Files” option again.
Important Notes:
You can only update production files before the order has gone into production. Once production begins, updates to the design files can no longer be applied.
For added control, consider placing the order on hold (see instructions in the "Placing Orders on Hold" section) while you make these updates to prevent the order from progressing to production.
Canceling an Order
Orders can only be canceled prior to going into production. If the order status is still "Pending," you can cancel the order. Once the status changes to "Order Placed" or "Shipped," it cannot be canceled.
To cancel an order:
Log in to your My Easy Monogram dashboard.
Navigate to Orders on the left toolbar.
Locate and select the order you wish to cancel.
Click on "Cancel Order" to stop the production process.
Order Not Syncing from Shopify to MEM
If an order was placed in Shopify but hasn't synced to MEM, there is likely an issue with the product.
Troubleshooting Steps:
Check Product History: Have you sold this product before? If not, the product setup may be incomplete or incorrect.
Resolve Syncing Issue:
Delete the product from both Shopify and MEM.
Re-import the product from MEM into your Shopify store.
Re-submit the order in Shopify.
Coverage by My Easy Monogram
Damaged in Transit: Covered.
Production Errors: Includes poor cut quality, powder coating issues, misprints (If does NOT match personalization submitted with order), or incorrect products.
Not Covered: Custom design errors. Ensure design accuracy before ordering.
To enhance customer service and order value, check out our Upsells article. This guide covers strategies for offering complementary products and upgrades, including package protection options for orders that are damaged, lost in transit, and more, ensuring a better customer experience and potentially higher sales.
Handling Order Issues
Damaged Orders
If an order arrives damaged, contact support with a photo of the damaged item for resolution. Please note that any remakes will be based on the original design of the order, and no modifications can be made to remakes. Depending on the assessment, the resolution may include a replacement using the original design.
Order Not Delivered
Verify shipment status with tracking information.
If there’s no movement on tracking, contact support for further assistance.
Please allow 1-2 business days for tracking to update.
Return Policy
Due to customization, returns are not accepted.
Ordering Sample Products
To order a sample, place an order through your store with a 100% off discount code to receive the product at cost.
Additional Resources
For Guide to designing Custom Steel Wall Decor, covering best practices, design tips, ensuring durability, creating and importing products, managing orders, shipping information and more with My Easy Monogram please refer to the following resources:
MEM Articles: