Contacting Order Desk

IN THIS GUIDE

Before Contacting Order Desk
Help Us Help You
How to Contact
FAQ

Before Contacting Order Desk

The Order Desk support team is happy to provide assistance when needed. 

To make the most of your support experience, we have some tips to ensure you get the answers you need as quickly as possible.

If you run into any problems or have any questions, check the following before contacting Order Desk support. You might find your own answer faster.

Is there a guide for it?

We have hundreds of help guides answering some of the most common questions about Order Desk and how it works. There's a good chance that the answer is just a few keystrokes away if you search for it.

Are you getting an error message?

Many error messages specifically state what the problem is and how to fix it. Read the error message in your order history, down at the bottom of the order page, to see if it tells you what the problem is.

The most common errors are:

Missing Print Details

Your print_sku, print_url and possible other print details aren't in at least one of the items in the order. Details here.

Invalid SKU

The company you are sending the order to does not recognize one of the SKUs in the order. Check with them to find out what the SKU should be, then adjust it in Order Desk.

Are we aware of it already?

For major issues and system status changes, we post updates publicly on our Twitter account. Follow us there to stay in the loop!

Is your question better suited for email or a phone call?

Phone calls are best suited for general questions about Order Desk.

If your question is technical in nature, how to use Order Desk, or regarding problems you are having with Order Desk, send an email so we can look at your store and provide clear instructions through links and screenshots. This also helps us maintain a support history so that our entire team can stay up to speed on conversations we’ve had with you in the past and ensure that we can guide you quickly and properly through your questions.

Help Us Help You

When contacting Order Desk for help, please try to include specific information about your question, including as many of these details as possible:

  • The Order Desk store name.
  • The order number and/or a link to the page in question.
  • Images or screenshots related to your question, if applicable.
  • Dates/times when an issue started occurring.
  • If you've already done some research or testing, let us know what you've done so we can move on to the next steps.

If you call and get voicemail, please leave a detailed message describing the question you have or the issue you are experiencing and tell us your name and store name. This allows us to get an answer ready for you. If you don't leave a message, we won't know who you are!

How to Contact Order Desk

Our support team is available Monday through Friday during US business hours. 

Email

For help with your Order Desk store, including troubleshooting, setting up workflows or understanding errors, email us from our contact page or send an email by clicking the help icon in the lower right corner while logged into your Order Desk store: 

Phone

For general questions about Order Desk or to see if we're a good fit for your business, send an email or contact us by phone.

US: (800) 425-9827
International: +1-208-515-3174

Please note that if you contact us by phone for any troubleshooting questions, we may still need to follow up via email. Please leave your name and store name in the message if you get our voicemail and someone will contact you by phone or email.

Social Media

We regularly monitor our social accounts for general questions and comments. If you have a question about something specific to your store, or your question requires troubleshooting, it's better to send us an email since posts on our social accounts are public.

You can find us on Twitter, Facebook, and LinkedIn.

FAQ

Who are you anyway? Are you real?

Yes, we are! We're a small team based all over the world. You can learn more about us here.

Did you get my message?

Probably! We do our best to answer all inquiries as soon as possible. Most questions will receive an answer within a few hours during US business hours. If you contact us on a night or weekend, you may have to wait until the following business day.

If your questions are about complex customized options such as rules, code, or templates, it may take us longer to respond. The more complex your scenario, the longer it takes us to figure it out and provide an answer, so if you haven't received a response, we're probably still working on it.

If you are asking for a new integration or feature, we may take up to a few days to look into your request before responding.

I need you to set up my store and run my account.

If your order management workflow is effectively managing itself, that leaves you more time to focus on other aspects of your business — we get it… that’s why Order Desk exists in the first place! We’re here to make sure that you or someone on your team knows how to use Order Desk to the best of your ability. If we’re managing your store, who’s managing Order Desk!?
It’s our goal to help get you comfortable with using Order Desk. We’re happy to answer questions while you’re setting up your store, or once you’ve launched it, but please keep in mind that your stores and the activity within them are your responsibility to understand and manage.

I need to discuss an order I placed with you/I need to place an order with you.

Order Desk is not a store and cannot assist with any items purchased through a store that uses the Order Desk app. Please contact the store directly for help with orders.

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