Order Expiration
Q: Do orders ever expire?
A: allwhere will do everything it can to fulfill an order. Certain orders, such as retrievals, require information and coordination directly from company employees. While we will always try our best to work together with employees, if an employee has been non-responsive to our outreach for over 30 days, the order will move to an expired status.
Q: What does allwhere do to prevent orders from expiring?
A: allwhere has a number of features that we employ to get orders processed effectively:
- We automatically send reminders to your recipients if they have not filled out an address form or returned their retrieval box.
- The "Follow Up Required Dashboard" highlights all orders where allwhere is waiting on a recipient which will expire after 30 days of being in that status. You can see recipients email, days until expiration, and status so you can easily keep track.
- allwhere sends automatic notifications to admins for outstanding orders every week so that you are proactively notified on which orders might need a little more attention from your team.
- For retrieval orders, admins can input an address during order placement which will move the order straight to processing and bypass the need for recipient address forms to be filled out.
Q: How will I be notified that an order has expired?
A: Within the Orders Dashboard, the order status for the order will read “Expired”. There are two types of expired orders: (1) “Expired - Pending Recipient Information” which indicates that the recipient did not respond to ongoing requests for contact information for over 30 days and therefore no shipments have been initiated; (2) “Expired - Pending Return” which indicates that the recipient received retrieval kits, but has not initiated a return and has not responded to ongoing requests for over 30 days
Q: Will I be charged for expired orders?
A: There is a charge for both expired order types. For orders that are placed and move into "Expired - Pending Recipient Information," there is a $30 cost per order to leverage the platform. For "Expired - Pending Return" we charge our retrieval fee when the Retrieval Kit is in transit and the order goes into the "Shipped" status. At this time, allwhere will have already printed the shipping labels and sent out the kit and materials. allwhere will not actively cancel printed shipping labels so the recipient may still use the label until the carrier's system cancels it.
Q: Let’s say the recipient resurfaces after the order has already expired?
A: Expired orders cannot be re-activated. In order to action a request for this recipient, you will have to place a new order in the system.
Q: How can I avoid expirations?
A: Every organization has different needs. Our goal is to have 100% success rate on all orders to get devices to and back from users in a seamless, positive manner. Our platform gives you simple and centralized visibility into outstanding orders. We recommend aligning with internal stakeholders on steps your team(s) will want to take when orders are pending next steps in the allwhere platform. Align on who reaches out and what the communication will be. allwhere will continue to develop its tools and services to support our clients in making every order a success.