An order's "journey" on the Peecho Dashboard starts the moment it gets placed, and ends the moment it gets packed and labelled at the shipping department of the vendor it has been routed to. Below is a list with the possible statuses on the Order History and their explanation.
Note: The timezone on the Peecho Dashboard is CET (or UTC+1).
Note: Some of the statuses might not be "real time" notifications. For example, if an order appears to be "shipped" at 22:00 o'clock in the evening and the supplier is in Europe, their staff was obviously home and did not ship the order at that time. In this case, 22:00 o'clock in the evening is the time that the supplier's server and Peecho's server had an "exchange" about the status of the specific order.
A. The usual flow - the order goes straight to the vendor
The order has been created, but it has not been paid yet
Peecho has received the payment for the order
The raw file has been converted into print-ready files (mirror bleed and cut marks have been added as required by the vendor, and the cover pages have been put together into a separate file).
in print queue
The print-ready files and the xml file have been transmitted to the vendor's server. Cancellations are not possible beyond this point.
The server of the vendor acknowledges that the order has been received. This does not mean that the files have been put to the press. The day that the order received the "in production" status counts as day 0 for SLA.
The order was packed and labelled at the vendor's shipping department. It is now sitting on a palette waiting to get collected by the shipping carrier at the end of the working day, or at the beginning of the next working day.
This status triggers the shipping confirmation to be sent to the email address that has been filled in on the order form. It also adds the Profit from this order (if any) to the accumulated Profit on the Merchant's account.
If the purchased item is a Digital File, the "shipped" status indicates the moment that the email containing the download link was sent to the customer.
B. The Peecho Customer Service team is working on the order
The order has been flagged for a check by Peecho's Customer Service team instead of going directly to print. Some of the conditions for Moderation are:
1) a missing address detail such as the street number
2) the order is the first one from a newly-uploaded Publication (complimentary service)
3) the order is the first one under a newly-signed Merchant account (complimentary service)
4) the order costs more than 100 EUR (complimentary service)
5) the order is for more than 10 copies (complimentary service)
6) the order cannot get printed because the file contains double-page spreads or pages with inconsistent aspect ratio
The Customer Service team has placed the order on hold. Reasons for this could be to confirm the quality of the raw file with the customer or Merchant, unclear or insufficient address details, or a request by the customer or Merchant to place the order on hold.
Orders that have already been sent to the "print queue" can no longer be placed on hold.
The raw file or some other setting on the Publication page has been modified. The order is being processed again for the change to take effect. The raw file is being converted into print-ready files with the new presets.
C. Error statuses - A Peecho developer intervenes
The conversion of the raw file has been disrupted. This usually happens when a PDF file has not been exported properly for printing purposes. More information can be found on this article: How should I export my PDF file for printing purposes?
Peecho developers check for orders in error status once a day and will attempt to resolve them. If they are unable to do so, they will ask Customer Service to contact the publisher of the file about providing a different version.
There was a payment error when attempting to set the order to Paid. This status can occur on orders from Merchants that use Credit and usually means that there was not enough Credit to cover for the value of the order. It can be resolved by adding Credit on the account and attempting to set the order to Paid again.
The printing facility did not accept the order for some reason. Most of these errors are accompanied by a message indicating the reason for the non-acceptance. In some cases, these come in after a Peecho employee has requested the cancellation of the order. Our developers search for orders in "production error" twice a day and take action depending on the error message. If necessary, our Customer Support team contacts the vendor for more information.
D. Other statuses
A Peecho employee has cancelled the order, probably after communicating with the customer or Merchant. This status can rarely appear past the "in production" status on the Order History.
A Peecho employee has refunded the order, probably after communicating with the customer or Merchant. This status can rarely appear past the "in production" status on the Order History.