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Frequently Asked Questions

Before contacting support, please read these most commonly asked questions:


How can I check the "Status" of my order?

The "Order Manager" link (under your login name in the top left navigation) provides tools for this purpose. To see your orders, click "Order Manager", set the display filter to include the date when the order was entered (default date range goes back 7 days), then click "Search". The Manager will return all orders that meet the specified criteria.

To see the "Status" of the individual items ordered, please set the second menu/filter to "Display by Item", rather than the default "Display by Order". After your "Search" you will see a "Status" column to the right with one of the following:

  • Requisitioned - Product is awaiting approval.
  • Work in Process - Product has been approved and is in production.
  • Shipped - Product has been shipped. When sorted by line item, a tracking number will be available.
  • Paid - Product has been printed and shipped.
  • Invalid "Status" - Product was declined by compliance. An email was sent with an explanation.
  • For more detail, to print out a receipt page, or to download a PDF after a product is approved, click the icon in the "Options" column.

If you regularly place orders for others, you might want to experiment with the filters. Using the "SKU" filter at the top will enable you to "Search" by a name. If you want to review more information about any order, click on the magnifying glass icon in the "Options" column. Now you are in the final window that you saw when the order was placed with an option to print out a summary or detail report. If you want to see exactly what you entered in form fields or view/save a PDF proof of the order, click on the "Options" magnifying glass icon once again.

Can I combine more than one item in the same order?

Yes. After placing the first item in the "Shopping Cart", instead of continuing through "Checkout", return to the "Catalog" area and start the process again (pick a product, fill in the form area, proof, add to "Shopping Cart"). Once all items are in the "Shopping Cart", proceed through "Checkout".

I clicked the "Finish" button, but how do I know that my requisition has been placed?

There are two ways to determine if your order has been submitted.

  1. First, you'll be able to print a receipt, which is an option you won't have until the system has accepted your request as a requisition.
  2. Second, you'll be able to see your requisition in the "Order Manager". Just navigate there using the tab at the top of the page and click "Search". If you have just placed the requisition, it will be visible. You can also check requisitions previously placed by opening up the date range and clicking "Search". For more information on using the "Order Manager", please refer to the first two questions.

I forgot to print a receipt when placing my requisition. Can I still get one?

The final step in the ordering process gives you the opportunity to print a "Detailed" or "Summary" report of your order. If you did not print a receipt when placing an order, you can always view or print one later. Follow these steps:

  1. Click on the "Order Manager" link (under your login name in the top left navigation).
  2. Filter the date range as needed or enter the job number and click "Search".
  3. Click on the magnifying glass icon in the "Options" column.

Now you are in the final window that you saw when the order was originally placed. Notice that the option to print out a "Summary" report is still available. You can print a "Detailed" or "Summary" report of the order. If you need to see the PDF proof again, it is available by clicking the magnifying glass icon (in the "Options" column) which will open a small thumbnail window with an "Open PDF" button.

Does it matter which browser or operating system I use?

Recommended browsers are Microsoft® Internet Explorer®, Mozilla® Firefox®, Safari™, and Google Chrome®. While it is possible to use other browsers, they might not function properly in all areas of the site. If you experience problems using a non-recommended browser, please switch to a recommended browser and try again before calling our support number. This site has been tested with Windows, Mac, and Linux operating systems. It is possible to use the site with a recent version of one of those operating systems as long as a recommended browser is used.