As most of you are now aware, our new picking system allows us to put orders 'On Hold' by assigning a Priority 9.
This can be used for a variety of reasons, for example:
- Awaiting full payment clearance from Sagepay
- Stock missing from warehouse
- Customer service issue requiring a change to the order
- Special instructions requiring clarification before items are picked
As we head towards the crazy season that is Christmas there could well be a large number of orders On Hold for a variety of reasons. When trying to manage the orders it is not practical to keep asking Why orders are On Hold and Who set them as such. We also don't want delays in shipping caused by people not resolving the issues that led to the On Hold status being set in the first place. However, I also don't want the warehouse changing them back to 5 and sending when they aren't ready/authorised to go.
I have therefore created a Macro that must be used whenever you put an order On Hold, just select Priority 9 - Order On Hold from the list. It will prompt you to put a few pieces of information in regarding the order and automatically assign a priority9 tag so that we can search them all easily.
Please make sure that the ticket is assigned to the person who needs to resolve (eg. Liz if stock problem) or to you if you are taking responsibility for it. Once the issue is resolved then change the order priority to 1 (so it jumps to the top of the queue) and solve the ticket on Zendesk.
I appreciate this is an extra bit of hassle but shouldn't take very long and will hopefully make managing the orders more efficient.
Any questions on assigning priorities/setting the tickets then please talk to me.
Thanks
Andy