How to Check an Order Status

1. Check the order's due date (Promise Date). 

If it is not delayed, inform the client of the due date.  If it IS delayed, move on to step 2. 

  • https://businesscentral.dynamics.com/
  • Sales -> Sales Orders

  • Click Search -> Type in the WEB or WO# -> Click on the order to open it

  • Once in the order, check the General Section for the following information: 
    • Work Order Number (WO_____).  The WEB number is what the customer uses.  the WO number is what we use internally. 
    • Production Date - this is the date that Production aims to have the order completed by
    • Promised Delivery date - this is the date that we tell customers their order will be completed by.  If the order is not yet completed and it is past this date, then the order is late
    • Fulfillment Status - Fulfilled means it is still being worked on.  Completed/Shipped means it is done

    • The Print Department will say Yes beside it.  In the example below, the order is for SP.   

2. Inform the client that you are looking into their order and will get back to them with an update

Give them a realistic timeline of when you will get back to them

Set a reminder for yourself to reach back out to the client (whether or not you have an update for them by that time).  If you do not yet have an update by the time you set, still reach out to them to let them know that you are still working on it and set a new timeline.  Follow up with whomever you need to follow up with to get the update. 

3. Ensure that ALL stock is here.  

  • The Quantity and Qty on PO columns are the same and tell you how many pieces are needed for the order. 
  • Qty Picked means that the stock is in the building but has not been brought over to production for printing yet.  
  • Qty Filled means that the stock is here and has been given to production for printing. 

Below is an example of an order where some stock is in the building, but other pieces are not.  

Things to take notice of: 

  • The Qty Filled column shows 0 stock for each item, which is an immediate indicator that there is likely a stock issue on the order and that production has not started printing yet since they have no stock to print. 
  • In this example, the pieces are in the Qty Picked column and have not been moved over to the Qty. Filled column yet because there are pieces missing on the order.  The warehouse will not move stock over to production until ALL pieces on the order have been received. 
  • There is no PO and the Qty Picked column says 0 for the skus 2000-FGRE-2XL and TT20-SPOSIL-M.  We will have to solve for these stock issues before we can move on with the order. 

If the stock is not here, take the following steps:

  1. Look the PO up in Business Central. 
  • Sales -> Sales Orders
  • Click Search -> Type in the WEB or WO# -> Click on the order to open it

The system will tell you when the PO was sent to the vendor.  If the PO was sent to the vendor within the last 24 hours, stock is likely still on the way over to us. Here is an example of a purchase order that was sent to the vendor, but hasn't been received yet.  -  Vendor Sent Timestamp indicates the date and time that the PO was sent to the vendor -  Receiving Timestamp and Received Date will populate with a date and time once we receive the PO.  Since these 2 sections are empty on this PO, this indicates that stock has not yet been received. 

  1. Search for the missing PO# in HelpScout to see if there is any communication between the vendor and CE about a stock delay.
  2. If there is no communication about the stock between CE and the vendor, check the vendor sites for an update on the PO (you can do this with S&S or Alphabroder PO's by logging into their sites).  If you are unable to find the PO information on the vendor sites, email the vendor to ask when stock will be here. 
  3. If the vendor is out of stock and cannot send us the pieces for the order, we will have to reach out to the customer with alternative options to replace the items with and update the order accordingly once they get back to us.  See Arathy or Nida for help with this step. 

Stock must be in the Qty Filled column on the order to move onto Step 4. 

4. Check Veris

Check Veris see if production has started and completed the order.  If there is no information in Veris, or if information is lacking (e.g. the order is for DTG and the shirts have only been pre-treated but not yet printed), then move to Step 5. 

5. Get an update from the print department manager in the Prod. Units + CE Teams Channel

ENSURE THE FOLLOWING 3 THINGS BEFORE REACHING OUT TO PRODUCTION:

  1. Order is delayed

  2. Stock is here and fulfilled (meaning that the Qty. Filled column matches the Qty. On PO column in BC).  Here is an example of an order where all of the stock is in the Qty Filled column meaning that the stock is with production.  

  3. Order information about whether the order has been printed and done is not in Veris

If all 3 criteria above are met, then your message to the production manager would look like the following.  

Ensure to include the following information in your message: 

  • Tag the correct production manager in the correct Teams channel
  • Order Number (WO# and WEB, ZIP, SLT, or TIM number) 
  • Order Due Date
  • Confirm that there is no info/insufficient info in Veris 
  • Confirm that stock is here
  • Ask for an Update

These are the Print Department Managers to tag into your Update Request message in Teams: 

  • SP (Volume Production) - Rishi Bhagwandass / Denis Lacasse
  • EMB (Volume Production) - Rishi Bhagwandass
  • DTF (Direct to Film) and EMB LQ (Embroidery Low Quantity) - (On Demand Production) - Denis Lacasse

6. Reach back out to the client to update them on their order. 

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