User manual for order status and packing slip (EMEA)

Transcription

1 E -Support User manual for order status and packing slip (EMEA) For e-support visit support.euro.dell.com E - Support EMEA Order Status and Packing Slip Dell

2 Content Benefits of online order status tool Order status page accessibility Order status home page How can I check the progress of my orders online? Searching for single order status Searching for multiple orders status Order details page information available for you Order history page information available for you Packing slip functionality Where can I download my packing slip? Retrieving packing slip My Order Status authenticated user Benefits of My Account usage and order status tracking How to sign into My Account to track all of my orders? How can I set up My Account on Dell.com? Usage of Find Missing Orders functionality / Add Customer Number FAQ s Order status - statuses How can I view my order details from Order History page? Can I search by other customer data when I am on Order Details page? Can I save my orders list to an excel file when I am in Order History page? Can I select more orders to view on Order History page? E - Support EMEA Order Status and Packing Slip Dell

3 Benefits of online order status tool The online web application allows you to easily view the current stage and status of orders. Enables you to check on the progress of your order at any time. Tracking of orders placed, both online or offline. Order status application now includes the option to view and print your packing slip. It includes link to My Financials - an online account service available to all our customers. This service permits access to your financial account(s) and allows you to get a quick overview of your invoices, both outstanding and paid. You can communicate with your Dell collector and download copy invoices. The new look features intuitive, easy-to-use navigation that lets you quickly find the information you need. 3 E - Support EMEA Order Status and Packing Slip Dell

4 1. Order status page accessibility Order status page is accessible online via: or your local Dell web page Click on any order status link or icon which leads you to the Order Status Home Page : 4 E - Support EMEA Order Status and Packing Slip Dell

5 2. Order status home page 5 E - Support EMEA Order Status and Packing Slip Dell

6 3. How can I check the progress of my orders online? Once you are on Order Status Home Page you will be asked to enter two types of verification information in order to retrieve your order status. Please have any of this information ready when searching for your order status on online page; this allows you flexibility on order status tracking: Order number Customer number PO number Company (Customer name) Internet receipt (IR) number 6 E - Support EMEA Order Status and Packing Slip Dell

7 3.1. Searching for single order status Sample: Search by Order number. Verify with Customer number. Click on Submit button. You land on Order Details page (You are able to view your single order details) Searching for multiple orders status Sample: Search by Customer number. Verify with PO number. Click on Submit button. You land on Order History page. (You are able to view your multiple orders related to the Customer number/ PO number etc...used for retrieval of your order status). 7 E - Support EMEA Order Status and Packing Slip Dell

8 4. Order details page information available for you Providing "At a glance" summary status bar (1) Delivery information (information available is dependent on order status): - Order status (2) - Estimated delivery date (3) - Related customer information - customer number, order number etc (4) - Tracking Link, Tracking number - If the carrier link is available you will be taken through to the carrier web site for order tracking (5) - Carrier (6) - Shipped date (7) - Shipping method (8) - Order date (9) My Financials an online account service available to all our customers. This service permits access to your financial account(s) and allows you to get a quick overview of your invoices, both outstanding and paid. You can communicate with your Dell collector and download copy invoices. (10) View different order link (11) View Packing slip (order shipped) (12) 8 E - Support EMEA Order Status and Packing Slip Dell

9 5. Order history page information available for you Summary of all orders related to your multiple order search selection Delivery information (information available is dependent on order status): - Order date (1) - Status (2) - Estimated Delivery Date (3) - Order number (4) - PO number (5) Export option (xls.) (6) Timeframe selection option (7) Items per page option (8) 9 E - Support EMEA Order Status and Packing Slip Dell

10 6. Packing slip functionality 6.1. Where can I download my packing slip? We provide different paths for accessing packing slips on the web: 1. Left navigation from dell.com ( form ) 2. Order details page ( one click ) The online packing slip tool has been updated and you can now go online and request a copy of a packing slip up to 6 months / compared to 1 month in old version/ of the invoice date. 10 E - Support EMEA Order Status and Packing Slip Dell

11 6.2. Retrieving packing slip Click on Packing Slip on left navigation menu on Order Status Home Page. Fill in the form: New packing slip form requires only 3 pieces of verification for unauthenticated users. Click on Submit button. or Click on the View Packing Slip link on the Order Details page. You will get your packing slip including: Order information Shipping information Service tag numbers (system orders) Product descriptions Shipping Address (when you are authenticated /logged into My account) 11 E - Support EMEA Order Status and Packing Slip Dell

12 You can download and print packing slip as a.pdf document. If packing slip is older than 6 months from the invoice date you will be directed to a form which you need to fill in. Once submitted this will go to your customer support team, who will be in contact with a copy of your packing slip. 12 E - Support EMEA Order Status and Packing Slip Dell

13 7. My Order Status authenticated user 7.1. Benefits of My Account usage and order status tracking You are able to use the Find Missing Orders function when you are logged into My Account. After you have logged in on the dell.com portal to My Account, you can view all of your orders from one place. You are able to use the Find Missing Orders functionality to add your orders into the dashboard that may not be showing. Any user with a My Account should be able to find missing orders by adding customer number to their My Account regardless of the country associated with their account. Logging into My Account will also allow you to have shipped to information visible on the Order Details page and Packing Slip. 13 E - Support EMEA Order Status and Packing Slip Dell

14 7.2. How to sign into My Account to track all of my orders? Access regional Order Status Home Page. Click on Sign into My account button. Log into My Account using the mail address and password. You land at your Recent Orders web site page. 14 E - Support EMEA Order Status and Packing Slip Dell

15 7.3. How can I set up My Account on Dell.com? If the My Account has not been already created at point of sale, it can be set up at the "My Account webpage" any time thereafter. Access regional Order Status Home Page. Click on Sign into My account button. Click on Create a Dell Account link. Fill in the required fields. Click Create Account at the bottom of the form. 15 E - Support EMEA Order Status and Packing Slip Dell

16 7.4. Usage of Find Missing Orders functionality / Add Customer Number Sign in to your account. Click on the lower left corner link called Finding Missing Orders. You will then be asked to provide customer number, order number and either the four last digits of customer phone Nr. or a billing zip code. Click on Add Customer Number. Your customer number will be added to your dashboard and all customer related orders will appear under Recent orders page to be able to track the multiple orders order status. 16 E - Support EMEA Order Status and Packing Slip Dell

17 8. FAQ s 8.1. Order Status - statuses Order received - This status is to confirm that we have successfully received your order. Order processing - The payment is being processed; this includes credit card authorization or payment validation. After we have processed payment for the order, you will receive an order confirmation E - Support EMEA Order Status and Packing Slip Dell

18 Pre-Production - Order is being prepared for production. If you ordered an electronics, accessories, software or ink, it s being prepared for packing. In production - Order is custom built to your specification. After successfully completing and passing quality control, order will be ready to ship. If you ordered an electronics, accessories, software or ink, order has been packed and will soon be ready to ship. 18 E - Support EMEA Order Status and Packing Slip Dell

19 Shipped - At this stage the order has been sent for delivery. Within hours, if the carrier provides this functionality, a link to track the order through our delivery partner s web site will appear next to Tracking Number. 19 E - Support EMEA Order Status and Packing Slip Dell

20 Cancelled - The Order has been cancelled either at your request or because there was a problem. If a new order has been issued to replace the cancelled order, you should have received an with the new Order number - Use this new reference for order status. 20 E - Support EMEA Order Status and Packing Slip Dell

21 8.2. How can I view my order details from Order History page? Click on the order number to drill down further into the order details Can I search by other customer data when I am on Order Details page? Click on the View Different Order link to search for new details. This leads you to Order Status Home Page and you can start your order search again. 21 E - Support EMEA Order Status and Packing Slip Dell

22 8.4. Can I save my orders list to an excel file when I am in Order History page? Please use the Export or Export all functionality to save your order summary to the excel file. Select items you want to export and click on submit button. Excel file with order information pops up. Download file to your desktop Can I select more orders to view on Order History page? You have two possibilities for search options: Option Nr 1: Timeframe Selection: 7 days, 45 days, 90 days, 6 months Option Nr 2: Items per page: 10, 15, 25, 75 items per page Use the drop down arrow to narrow down to the criteria selected. For more questions visit Dell Web site 22 E - Support EMEA Order Status and Packing Slip Dell