After placing an order for devices or accessories, you can follow it from the console until it is delivered. This article explains each status and what it tells you.
Feature/Functionality
Overview
Each order has a status, a status history and, once it ships, carrier tracking. Orders also contain purchases, and each purchase has its own delivery status. Factorial IT emails you if a purchase's estimated delivery date moves.
How to use
- In the console, go to Global purchasing > Orders.
- Click an order to see its details, status history and tracking.
Order statuses
| Status | Meaning |
|---|---|
| Placed | The order exists but has not been submitted yet. |
| Confirmed | The order has been submitted and Factorial IT has accepted it. |
| Shipped | The order has left the warehouse and is on its way. Tracking is available. |
| Closed | The carrier has confirmed delivery. |
| Cancelled | The order was cancelled before it shipped. |
Purchase delivery statuses
| Status | Meaning |
|---|---|
| Pending | The Factorial IT operations team has not processed the purchase yet. |
| Fulfilled | The Factorial IT operations team has processed the purchase. |
| Shipped | The wholesaler has sent the purchase. |
| Delivered | The purchase has arrived. |
Follow a shipped order
Once an order is Shipped:
- Open it in Global purchasing > Orders.
- Click the Tracking link to follow it on the carrier's site.
The carrier supplies the tracking data, so it can take a few hours to update after the order ships.
Emails when a delivery date changes
If a purchase's estimated delivery date moves to a different day, Factorial IT emails everyone who receives the shipping email for that order. The email includes the order number, the products, who they are assigned to, the new date and a tracking link.
There is no email for the first estimated date. If the date changes at the moment the purchase ships, you only get the shipping email.
Lead times
Lead times depend on the product and the country. As a guide:
- Items in stock: 2-5 business days for delivery within Europe.
- Built to order (Mac, premium laptops): 5-15 business days, depending on the configuration and the destination.
- International orders: can take longer because of customs.
For a question about a specific order, email support@factorial.it with the order number.
Tips and Best Practices
- Order built-to-order devices early. Macs and premium laptops can take up to 15 business days. Plan around the start date.
- Allow extra time for international orders. Customs can add days.
- Watch for delivery date emails. They tell you early when a start date is at risk.
- Include the order number when you contact support. It is the first thing support will ask for.
- Use the purchase statuses, not just the order status. One order can hold several purchases moving at different speeds.
Troubleshooting and FAQ
Troubleshooting
- There is no Tracking link. Tracking only appears once the order is Shipped.
- Tracking shows nothing yet. The carrier can take a few hours to publish updates after shipment.
- The order is still Placed. It has not been submitted. Until it is, nothing moves.
- A delivery is later than expected. Check the purchase delivery status and the latest delivery date email. If you need more, email support@factorial.it with the order number.
FAQ
-
What is the difference between Placed and Confirmed?
Placed means the order exists but has not been submitted. Confirmed means it has been submitted and accepted.
-
When does an order become Closed?
When the carrier confirms delivery.
-
Will I get an email for the first estimated delivery date?
No. You only get an email when that date moves to another day.
-
Who receives the delivery date change emails?
The same people who receive the order's shipping email.
-
How long do orders take?
In-stock items usually arrive in 2-5 business days in Europe. Built-to-order devices take 5-15 business days. International orders can take longer.