Order Tracking and Management
Track your orders from placement through delivery using the comprehensive order management tools in the MHS Partner Portal.
Order Tracking Overview
The portal provides complete visibility into your orders: - Real-time status updates throughout the process - Detailed order history with search and filtering - Delivery tracking integration where available - Reorder functionality for repeat purchases - Order documentation download and management
Accessing Your Orders
From the Dashboard: - Recent Orders widget shows latest activity - Pending Orders counter in key metrics - Quick access to order management
From the Navigation: 1. Click “Recent Orders” in the main navigation 2. Or access from user menu dropdown 3. Mobile users can access via the hamburger menu
From Order Confirmation: - Direct links in confirmation emails - Order numbers for quick lookup - Bookmark order pages for frequent reference
Understanding Order Status
Order Status Indicators:
Processing: - 🔄 Order received and being prepared - Stock allocation and picking in progress - Normal processing timeline applies - No action required from customer
Pending Approval: - ⏳ Order awaiting approval from MHS staff - Required for certain order types or values - Estimated approval timeline provided - Customer notified when approved
Approved: - ✅ Order approved and ready for processing - Stock allocated and picking scheduled - Shipping preparation underway - Tracking information will be provided
Shipped: - 📦 Order dispatched from warehouse - Tracking number provided where available - Delivery timeline estimated - Customer notification sent
Delivered: - 🏠 Order successfully delivered - Confirmation of delivery received - Order completion status - Available for reordering
On Hold: - ⚠️ Order temporarily paused - Reason for hold provided - Customer contact required - Resolution timeline communicated
Cancelled: - ❌ Order cancelled before processing - Reason for cancellation provided - Refund processed if applicable - Can be reordered if needed
Order Details View
Comprehensive Order Information:
Order Summary: - Order number and date - Total value and item count - Current status and last update - Estimated delivery date
Item Details: - Complete list of ordered parts - Quantities and unit prices - Line totals and order subtotal - Stock status at time of order
Delivery Information: - Shipping address used - Delivery method selected - Tracking information (when available) - Special delivery instructions
Order History: - Status change timeline - Processing milestones - Communication log - System updates and notifications
Documentation: - Order confirmation PDF - Packing slips and invoices - Delivery receipts - Warranty information
Managing Backorder Items
Understanding Backorders: Items ordered beyond local stock availability: - Yellow highlighting in order details - Separate delivery timeline provided - Automatic supplier coordination by MHS - Professional communication throughout
Backorder Status Tracking: - Supplier coordination status - Expected delivery timelines - Partial shipment notifications - Complete order fulfillment tracking
Backorder Communication: - Email updates on progress - Timeline changes communicated promptly - Alternative options suggested if available - Completion notifications when items arrive
Order History and Search
Order History Features: - Complete order archive for your account - Search and filter capabilities - Date range selection - Status filtering options - Export capabilities for record keeping
Search Options: - Order number lookup - Part number search within orders - Date range filtering - Status-based filtering - Purchase order reference search
Filtering Tools: - This month, quarter, year quick filters - Custom date ranges - Order status selection - Order value ranges - Delivery address filtering
Reordering from History
Reorder Functionality: - One-click reordering from order history - Partial reordering of specific items - Quantity modification before placing - Current pricing and stock validation
Reorder Process: 1. Find the previous order in your history 2. Click “Reorder” button 3. Review items being added to cart 4. Modify quantities if needed 5. Proceed to checkout normally
Smart Reordering: - Stock validation against current availability - Price updates to current pricing - Alternative suggestions for discontinued items - Delivery address defaulting to previous
Mobile Order Tracking
Mobile-Optimized Features: - Touch-friendly order browsing - Swipe navigation through order details - Quick status overview - One-tap reordering
Mobile Notifications: - Push notifications for status changes - Delivery alerts and tracking updates - Approval notifications - Important communications
Mobile-Specific Actions: - Call MHS directly from order pages - Share order details via email or messaging - Add tracking to calendar apps - GPS integration for delivery tracking
Order Communication
Automated Communications: - Order confirmation emails immediately - Status update notifications - Shipping notifications with tracking - Delivery confirmations
Communication Preferences: Configure how you receive updates: - Email notifications (always on) - SMS notifications (where supported) - In-portal notifications - Mobile push notifications
Proactive Updates: MHS staff provide proactive communication for: - Unexpected delays - Stock issues or alternatives - Delivery complications - Special requirements
Tracking Integration
Delivery Tracking: When available, the portal integrates with: - Australia Post tracking - Courier services tracking - Freight forwarders for large items - Local delivery services
Tracking Features: - Real-time updates from carriers - Delivery timeline estimates - Location tracking where supported - Delivery proof documentation
Tracking Limitations: - Local pickup orders don’t have tracking - Freight items may have limited visibility - Rural deliveries may have delays - Contact MHS for specific tracking needs
Troubleshooting Order Issues
Common Order Issues:
Order Status Not Updating: - Refresh the page for latest information - Check during business hours for staff updates - Contact MHS if status seems stuck - Allow 24-48 hours for complex orders
Missing Delivery Information: - Verify delivery address in order details - Check for delivery notifications in email - Contact carrier directly with tracking number - Reach out to MHS for assistance
Partial Delivery Concerns: - Review order details for backorder items - Check email for partial shipment notifications - Understand backorder timelines provided - Contact MHS for updates on remaining items
Order Modification Requests: - Early orders may allow limited changes - Contact MHS immediately for urgent changes - New orders may be required for additions - Cancellation policies apply to modifications
Invoice or Documentation Issues: - Download PDFs from order details page - Check email for attachments - Contact accounts department for invoice issues - Request copies through MHS customer service
Order Management Best Practices
Regular Monitoring: - Check order status regularly after placement - Monitor delivery timelines - Respond promptly to any communication - Keep order numbers for reference
Record Keeping: - Save confirmation emails - Download order documentation - Note tracking numbers - Maintain delivery records
Communication: - Contact MHS promptly with concerns - Provide order numbers in all communication - Be specific about issues or requests - Use preferred contact methods
Future Planning: - Review order history for patterns - Identify frequently ordered items for favorites - Plan around known lead times - Consider bulk ordering for efficiency
Order Analytics and Insights
Personal Order Analytics: - Order frequency patterns - Most ordered parts identification - Spending trends over time - Delivery performance metrics
Using Analytics for Planning: - Identify seasonal patterns - Plan bulk orders for efficiency - Optimize delivery scheduling - Budget planning assistance
Integration with Other Features
Dashboard Integration: - Order metrics displayed prominently - Recent activity feeds - Quick actions for common tasks
Favorites Integration: - Add from order history to favorites - Reorder favorites efficiently - Track favorite part usage
Search Integration: - Search within order history - Find parts from previous orders - Identify alternatives from order patterns
Next Steps
Master your order management with:
Profile Settings - Update delivery preferences
Favorites Management - Save frequently ordered parts
Bulk Upload and Ordering - Learn bulk ordering techniques
Common Issues and Solutions - Resolve order-related problems