We do everything we can to fulfill every order. However, certain orders require information and coordination directly from company employees. If an employee has been non-responsive to our outreach for over 30 days, the order will move to an expired status.
How We Prevent Expirations
We have several features in place to help get orders processed effectively:
- Automatic reminders - We send reminders to your recipients every 48 hours if they haven't filled out an address form or returned their retrieval box.
- Follow Up Required Dashboard - This dashboard highlights all orders where we're waiting on a recipient that will expire after 30 days in that status. You can see recipient emails, days until expiration, and current status to easily keep track.
- Weekly notifications - We send automatic notifications to admins for outstanding orders every week so you're proactively notified about which orders might need attention from your team.
- Address input option - For retrieval orders, admins can input an address during order placement, which moves the order straight to processing and bypasses the need for recipient address forms. If you'd like to submit the recipient address after order placement, please reach out to the allwhere Support Team with the order number, address, and recipient phone number, and we will ensure that the order is updated accordingly.
Types of Expired Orders
Within the Orders Dashboard, expired orders will display one of two statuses:
Expired - Pending Recipient Information
The recipient did not respond to ongoing requests for contact information for over 30 days, and no shipments have been initiated.
Expired - Pending Return
The recipient received retrieval kits but has not initiated a return and has not responded to ongoing requests for over 30 days.
Billing for Expired Orders
Both expired order types incur charges:
- Expired - Pending Recipient Information: $30 platform fee per order
- Expired - Pending Return: Full retrieval fee charged when the kit ships and the order enters "Shipped" status. At this point, we've already printed shipping labels and sent out the kit and materials.
Important: While we will not actively cancel retrieval kit return labels (so recipients may still use the label until the carrier's system cancels it), it is best practice to place a new order if the recipient resurfaces. We do not actively monitor shipments for expired orders, and any insurance coverage will be voided if the recipient returns the retrieval kit after the order has expired.
Reactivating Expired Orders
Expired orders cannot be reactivated. If a recipient resurfaces after their order has expired, you'll need to place a new order in the system.
Best Practices to Avoid Expirations
Every organization has different needs. Our goal is to achieve a 100% success rate on all orders to get devices to and back from users in a seamless, positive manner. Our platform gives you centralized visibility into outstanding orders. We recommend:
- Aligning with internal stakeholders on the steps your team(s) will take when orders are pending next steps in the allwhere platform
- Determining who reaches out to non-responsive recipients and what the communication will be
- Regularly monitoring the Follow Up Required Dashboard
We will continue to develop our tools and services to support our clients in making every order a success.