If the order was placed in CORE, you can re-submit the order to be reproduced. If the order was place online, you must contact Support to re-submit the order.
When you have an order that needs to be re-produced, which can happen for a number of reasons, you can have that order re-submitted.
If the order was place online, you can email CCSsupport@candid.com to have that order printed again. We will need the following information from you: The original order ID, what portion of the order to reproduce and the reason for the resubmit for reporting purposes.
The only things that can be changed on a resubmitted orders are the cropping, titles and mailing address or ship method. We cannot change the image, background or styles/modifiers. If you need to change backgrounds, product styles or products you will need to key the order as a new order.
Resubmitting a CORE Order
Pull up the order Summary by searching the OrderID
- Click the Resubmit Order Button
- Select the product or products that need to be resubmitted
- Select the reason for the resubmit
- If you are a 50/50 account, select 50/50 (for more information on 50/50, contact support)
- Select Next
- You can crop, change captions, change shipping and quantities, then continue to checkout
- On the final screen optionally check auto transmit
- Check no payment and then pay and complete
- Don't forget to go to the transmit page to transmit and/or confirm the order transmitted without stalling
Placing a New Order to Replace Orders that Can't be Resubmitted
Go to Orders (top menu)>Use the search function to find the customer that placed the order and click the Order button next to their name.
Or you can go into the event, select Order on the left menu, then Individual and locate the customers name.
Once you have the images pulled up.
- Click on the image you want to use for the first product which will take you to a screen to select which product(s) you want.
- If the image is a cutout/knockout image, you will be prompted to select a background after you select your product.
- If the product contains captions, you will be prompted to input or change those captions as part of the ordering process.
- Enter a quantity next to any product you want to order.
- Add any additional items from new images by clicking add more until your order is completed, then click check out.
- You can choose return in box which will send the order to your office or business location or choose post office and enter an address to send the order to. Then click continue.
- If you do not plan to batch this order together with other orders, you will click the box to automatically transmit the order.
- If you have not collected additional payment for the replacement order, as is usually the case, check the box for flag order as no charge and click pay and complete.
- If you collected payment and want it included in your reporting, check the appropriate box for cash, check or external paid before clicking complete.
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- Once the order is placed go to the Orders Page, then to transmit orders on the left menu to confirm your order has transmitted without stalling