(PBS) -FAQs
(PBS) -FAQs
Embedded Files
This guide answers common questions agents may have when using the PBS (Print Bind Ship) system to support customer inquiries related to order fulfillment, returns, and modifications.
1. How do I look up an order in PBS?
1. How do I look up an order in PBS?
Use the Search bar in PBS to look up an order by Order Number, Customer Name, or Email Address.
Confirm the order details including status, tracking information, and items ordered.
2. Can we cancel an item from an order (split an order) in PBS?
2. Can we cancel an item from an order (split an order) in PBS?
Yes, you can attempt to remove or change items from an order that is still in batch (not yet shipped).
To request a cancellation or modification:
Put the order on hold so it doesn't ship, and submit a Support Ticket within PBS with the order number and requested changes.
Our team will coordinate with the Production Manager to attempt the change.
A Customer Service rep will respond to the ticket once an update is available.
3. How do I check the status of a customer’s return?
3. How do I check the status of a customer’s return?
PBS does not provide real-time return tracking.
You will need to download a return report under the reports tab in PBS and search the report for the return.
When a customer inquires about a return:
First, ask the customer to provide their return tracking number and search the report for the return.
If the customer does not have tracking, explain that returns can take 7–10 business days to process once received.
4. How can I check if an order has shipped?
4. How can I check if an order has shipped?
In PBS, each order has a Tracking Information section.
Look for the tracking number and shipping carrier.
Share the tracking number with the customer if they request it.
5. What should I do if a customer says their order hasn’t arrived?
5. What should I do if a customer says their order hasn’t arrived?
Check the tracking number in PBS first.
Confirm the last known status and estimated delivery date.
If the tracking shows delayed or no updates for several days, escalate via the PBS Support Ticket system.
6. Can I update a customer’s shipping address in PBS?
6. Can I update a customer’s shipping address in PBS?
Shipping addresses can only be updated if the order is still in batch.
Submit a Support Ticket in PBS with the corrected address.
The production team will confirm if the change can be made before shipping.
7. How do I submit a support ticket in PBS?
7. How do I submit a support ticket in PBS?
Log in to PBS.
Navigate to the Support section or Help Desk (it looks like an agent icon).
Provide detailed information including Order Number, Customer Name, and the specific request or issue.
Await a response from the Customer Service rep assigned to the ticket.
8. Who should I contact for urgent PBS issues?
8. Who should I contact for urgent PBS issues?
For urgent requests, still submit a ticket but also notify a manager in Slack so they can escalate the request directly with the production manager.
Page updated
Report abuse