Tracking orders, making changes and solving problems

How do you track your orders?

All your orders, from your stores, the API and the dashboard, are in one place: the Orders tab. Use the refresh button at the top left to load the latest state.

• Overview shows what needs action under Alerts, for example "2 order(s) are waiting for balance. Top up to release them." If everything is fine, you see All good.
• Under Recent orders on the Overview you see your latest orders at a glance.
• If you want updates delivered automatically to your own system, use webhooks.

What do the statuses mean?

After In progress comes production. You see those steps through webhooks and the API: in production (order.in_production), shipped with tracking (order.shipped) and delivered (order.delivered). In the dashboard, the tracking code appears in the Tracking column once the order ships.

How long until an order arrives?

The lead time consists of production and shipping. How long that takes depends on the product and the destination country. Current delivery times and shipping costs are on the Shipping page.

• The clock starts once the order is In progress, so only after payment. An order waiting for balance or a file is on hold.
• Shipping costs are per country and appear in the quote and on the order.
• We fetch Etsy orders every 15 minutes, so an Etsy order can reach us up to about 15 minutes later.
• Sandbox orders (created with a test key) are never produced or shipped.

How do you place an order manually?

Do you sell outside your connected stores, for example through social media or at a market? Then place the order yourself in the dashboard. You can only order your own products, by SKU.

1. 1

   Open the form

   Go to Orders and click Place an order.

2. 2

   Fill in the recipient

   Under Recipient, enter your customer’s name and full address and choose the country. Company and Address line 2 are optional.

3. 3

   Add a reference

   Optionally enter the recipient’s Email and, under Your reference, your own reference, for example the number from your records.

4. 4

   Add the products

   Enter your product’s SKU under Line 1: SKU and the number under Quantity. More products? Click Add line.

5. 5

   Place the order

   Click Place order. You see Order placed and the order appears at the top of the list.

6. 6

   Check the status

   If the order is In progress, it has been charged and goes to production. If you see another status, check the table above for what to do.

Awaiting file or a problem with the file: what now?

Awaiting file means that at least one line has no design file. That happens when the product was saved without a design. Nothing has been charged yet.

1. 1

   Cancel the order

   Click Cancel on the order and confirm. In the dashboard you cannot add a file to an existing order.

2. 2

   Make sure the product has a file

   Create a product with a design under Products, or update your product’s file through the API (PATCH /reseller-products/{id} with fileUrl).

3. 3

   Place the order again

   Place the order again with the SKU of the product that has a file. Through the API you can also send a fileUrl per line.

If there is a problem with your print file during checking or production (for example a resolution that is too low or a wrong size), we will contact you. If you use webhooks, you also receive the order.file_problem event. Reply as quickly as possible so the order is not held up longer than necessary.

How do you avoid address errors?

An order can only be placed with a complete address. These fields are required:

• Recipient name.
• Street and number.
• Postal code.
• City.
• Country.

• Put the house number and any suffix in the street line, and an apartment or floor in Address line 2.
• Check that the postal code has the right format for the country.
• Have customers enter their address in your store with an address field that validates postal code and house number, if your store supports that.
• For deliveries to a business address, also enter the company name so the parcel reaches the right person faster.

How do you cancel an order, and where does the money go?

1. 1

   Find the order

   Go to Orders and find the order in the list.

2. 2

   Click Cancel

   Click Cancel. You see this button as long as the order is not cancelled and has not shipped.

3. 3

   Confirm

   Confirm the question Are you sure you want to cancel this order?

4. 4

   Check the result

   The status changes to Cancelled. If you get a message saying it is no longer possible, the order is already in production.

Awaiting balance or payment failed: what now?

In both cases nothing is charged until the payment succeeds. Your order simply stays in place and continues as soon as the money is there.

Damaged or a production fault: what do you do?

1. 1

   Ask for photos

   Ask your customer for clear photos of the product, the damage or the fault, and of the packaging.

2. 2

   Contact us

   Send us the order number, the SKU and the photos as soon as possible, with a short description of the problem.

3. 3

   We assess it

   We review the photos. If the product arrived damaged or there is a production fault, we remake it.

4. 4

   Inform your customer

   Your customer only deals with you. Let them know a replacement is on its way; you get the new tracking through your dashboard or webhooks again.

How do you reach us?

• Chat: through the chat on the website.
• Phone: +31 85 799 4188.
• Email: info@printen.eu.
• Contact form: on the contact page.

Include these details in your message so we can help you straight away:

• The order number (starts with RS-), and your own order number if you have one.
• The SKU of the product concerned.
• What is going on, and what you expect.
• Photos in case of damage or a production fault.
• For an address error: the correct, complete address.