Raising an Order Query

Overview

Order Queries can be raised against individual orders which disables Whitehouse the ability to ship the order. These can be raised for the following reasons:

• Change of Address
• Wrong Product ordered / change product
• Add an item (free gift etc.)
• Cancel order

Please note an order query should only be raised if the order has NOT been DESPATCHED. If the order has been despatched please email or contact your account manager at Whitehouse and we will do all we can to recall it before it is collected by the designated courier.

Step 1: Orders > Overview
Step 2: Actions > Details
Step 3: Queries tab > Select Query Type > Add Comment > RAISE

Then scroll down and you will see the query has been added.

If you select VIEW you will see a timeline of comments and the status of the query.

Comments can then be added to the query for answers etc.