Placing a Direct Order

How to Place a Direct Order

When we've determined that placing a direct order is the only way to assist the customer, we’ll need to follow a few simple steps to get ready. Preparing ahead ensures a smooth and accurate order process!

Scenario: Exchange-the-Exchange

Let's start with a simple scenario: the Exchange-the-Exchange process.

Imagine a United employee has already exchanged an item, but the replacement doesn’t work for them either. Since the system won’t allow another exchange, we’ll need to step in and use the direct order function to assist.

Walk through the steps of placing a direct order. Pay close attention to the process and required details!

Step 1 - Checking Order History

The first step in Gift and Go is to go to Order History and look up the employee’s past purchases.

How to search:

• Use their UID number

• Enter it in the 'Search by Full Name or ID' field

This helps us confirm their previous orders and ensure the correct Exchange-the-Exchange process before placing a direct order

Step 2: Confirm the Most Recent Exchange Order

Once you've searched using the UID number, review the Order History to identify the most recent order.

Look for the latest exchange order to ensure you’re working with the correct transaction.

 This step is crucial to prevent duplicate orders and confirm that the employee's request aligns with their past exchanges.

Step 3:  Review the Exchange Order

Once you've identified the most recent exchange order, click the eye icon located to the right of the exchange order line.

This will open the order details, allowing you to review what was exchanged and collect the necessary information for placing a direct order.

Step 4: Confirm the Items

Once you’ve accessed the exchange order details, you’ll see a list of items that were shipped in that exchange.

Scenario Reminder:

 The United employee wants to exchange their short-sleeved shirt from a size 16 to a size 17.

Since they are requesting the same item in a different size, locate the shirt in the list and write down or copy the "Colorway Number."

This number is essential for ensuring we select the correct product variation when placing the direct order.

Step 5: Start the Direct Order

Click on the Handbasket Icon on the left side of the Gift and Go screen.

This will take you to the Direct Order portal, where you’ll enter the details for the exchange and ensure the employee gets the correct item.

Step 6: Ensure You're Ordering on Behalf of the Employee

At the top left of the Direct Order screen, you’ll see bold black letters that say "Direct Order."

Important Check:

 Look directly below this—make sure it says "Order on behalf of..."

If it says "Open Order":

1. Click where it says "Open Order."

2. A new screen will pop up asking if you want to change it to "Order on behalf of..."

3. Select "Order on behalf of...".

4. Input the UID and click search

5. Confirm the right employee showed up in the search results and click "confirm."

This is crucial: We NEVER place direct orders under "Open Order." Always ensure you're ordering on behalf of the employee!"

Step 7: Search for the Item Using the Colorway Number 

At the top of the Direct Order screen, find the search field labeled "Colorway Number."

What to do next:

1. Type in or paste the Colorway Number you copied earlier.

2. Click "Search."

This will pull up the exact item, ensuring accuracy when placing the direct order.

Step 8: Verify the Product and Open Details

After searching using the Colorway Number, a product will appear in the results.

Important Check:

1. Ensure the returned product matches the one the customer originally had.

2. If it’s the correct item, click the eye icon 👁️ under 'Actions' to open the product details.

This step ensures we're selecting the right item before moving forward with the direct order.

Step 9: Select the New Size and Fit

After clicking the eye icon 👁️, you’ll be taken to a new screen where you can update the item details.

Next Steps:

1. Locate the fields for Size and Fit.

2. Select the new size and fit based on what the employee needs. (In this sample scenario, we’re changing the short-sleeve shirt from a size 16 to a size 17.)

3. Double-check your selections

4. Click "Add to basket."

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Side Note: In case there is a Backorder Notice

If an item is on backorder, Do Not immediately proceed with the order.

Instead, ask the United Employee to select a different item before placing the direct order—unless advised otherwise."

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Step 10: Proceed to Checkout

After selecting the new size and fit, you'll be taken back to the Direct Order search screen.

Next Step:

1. Look for the shopping cart icon at the top of the screen.

2. You’ll see a red dot indicating that an item has been added to the cart.

3. Click on the shopping cart to move on to the next step.

This will take you to the order review and submission process!"

Step 11: Review and Finalize

Now that you're on the shopping cart screen, take a moment to recap the order details before proceeding.

What to check:

1. Ensure the correct item, size, and fit have been added.

2. If needed, adjust the quantity (e.g., change from 1 to 2 or vice versa).

3. If an item was added by mistake, click the trash can icon to remove it.

Once everything looks correct, click 'Checkout' to move on to the next step!

Step 12: Confirm Shipping Details

Now, you're on the shipping confirmation screen, where you'll verify where the garments will be sent.

What to do next:

• Provide a brief summarization in the "Purchase Reason" field.

• Confirm the shipping address with the employee. Have them provide the correct delivery details.

• Ensure the shipment type remains FedEx 2-Day (No Signature Required).

• Then click "Checkout" at the top under where it says "Order summary."

Double-check everything before proceeding to the final step!

Step 13: Return to Order History

Now that the order is placed, it's time to verify it in Order History.

Next Step:

1. Click on the Box Icon in the left-side menu to navigate back to Order History.

2. This will allow you to confirm that the direct order was successfully processed and recorded.

This final check ensures everything is correctly logged for tracking!

Step 14: Verify the Direct Order in Order History

Now that you're back in Order History, it's time to confirm that the direct order was successfully placed.

Next Steps:

1. Enter the UID in the "Search by Full Name or ID" field.

2. Click "Search."

3. Look for a new line in the results with today’s date and a status of "Pre Ordered."

If you see the new entry with the correct details, the direct order has been successfully processed!

Now that the direct order has been successfully placed, you can provide the customer with their order number as confirmation.

Options for sharing the order details:

• Verbally provide the order number if they request it.

• Offer to email them the order confirmation—this is often the better option since the order number is long and may be difficult to note down accurately.

Ensuring the customer receives their confirmation helps provide transparency and peace of mind!