Order Queries

Created by Aaron Eustace, Modified on Thu, 31 Jul at 5:31 AM by Michelle Armstrong

Overview
If there is an order in MYTBMHUB that contains incorrect details, it will be marked as Query Raised. This classification is crucial for identifying and addressing issues promptly to ensure a smooth order processing experience.

TBM Solution does not track client queries that have been raised. These can be located on your dashboard under OrderStatusSummaryAll. Alternatively, you can access them via the following link: https://mytbmhub.tbm-solution.com/Order/Overview/13. It is important to monitor this section regularly to keep abreast of any potential issues that might affect your orders.

If there is a query, issue, or change that requires attention, an order query can be submitted to address the problem and implement the necessary actions. Orders cannot be dispatched on this system if there is an unresolved query associated with them. This policy is in place to maintain accuracy and transparency in order fulfillment.

A query may be raised on an order by our warehouse personnel or our Customer Service Team. You will receive a notification once a query has been initiated, ensuring that you are always informed of any changes that may impact your order.

NB: Please ensure that notifications are configured for your account as outlined in Chapter 2: Notifications.

Process
For an overview of raised queries, please visit the following link:
- https://mytbmhub.tbm-solution.com/Help/OrderQueries
On this page, you will see a list of queries categorized under three different statuses.
- New- A new query on an order that is pending your actions to resolve.
- Resolved- When actions have been taken regarding the query to correct the issue preventing its processing.
To view and resolve the query, click "New--> Actions --> View --> Edit --> Order Details". In this section, please make the necessary changes or edits to correct the order, and then click "Save" at the bottom right of the screen. This step is essential to ensure that all modifications are properly recorded and processed in the system.