0 registered users have visited HomeTr@k today
HomeTr@k has had 44 hits so far today
FAQ's
|
Below are some of the most frequently asked question:
Or you can try the user guides below:
Q. How do I use Email Tracking?.A. Email tracking alerts you when the status of important orders has changed. You will receive and automatic email whenever and order has been:
 envelope
next to the order. Click on this envelope and will be asked to confirm the
email address you want notifications to be sent to. Once you have clicked
'Activate' you will be returned to your My Orders screen
and the envelope will have turned green  .If you want to Cancel Email tracking, click the green envelope and
on the confirmation screen click 'Cancel'. The envelope will now return to
yellow .
Q. When I try and log-in, I get told 'Access Denied'.A. The most common answer is you have CAPS LOCK on. Your username and password are case sensitive. If you still get this problem, double check you have entered the correct username and password. You may also get this message if your account has not yet been activated, if this is the case, please refer to the email containing your account detailsQ. I am expecting an order to be delivered to me but it is in storage. What does this mean?A. An order goes into storage when we have tried to deliver it and it has been refused, cancelled or if specifically requested by a customer. An order will normally stay in storage until we receive notification to re-deliver it, re-allocate it etc. This can be done by viewing the order and filling out an Order Query form.Q. I cannot find an order I am looking for, how do I know if you have received it?A. Every order we receive is put onto our tracking system, the information on HomeTr@k is exactly the same as we use at Fields Delivery Co. Please read the 'How To Search' section for the best way to find your order.Q. What does 'Prioritize an Order' actually do?A. If you prioritize an order, our load planning department, responsible for organizing and routing deliveries is notified on screen that this order is needed ASAP, the order remains highlighted until it is planned. They will then make sure they add that order to the next load planned for that area. The order is then added to My Orders so you can quickly monitor it's status. Please note only live deliveries can be prioritized.Q. Why are there so many live collections?A. When a manufacturer sends us a collection note, we immediately add it to our system. It is normal practice for Fields Delivery Co to collect, only when delivering to the same store, and only if the collection is available. If you have a particularly urgent collection, please notify us and we will organize a collection asap.Q. What does the Recent Orders screen display?A. The recent orders screen shows you all the orders we have collected or delivered during the past month.Q. Why can't I see anything on the stock screen?A. The stock screen displays the details of items we hold in stock for you. Stock items are items we hold in bulk until we received distribution instructions from manufacturer or retailer. If you cannot see any stock but you think we hold stock for you, please contact customer services.Q. Why can't I see the POD?A. Once an order is delivered, it can take up to 2 days before the POD is scanned onto HomeTr@k. If it is more than 2 days since the order was delivered, please fill out an order query and we will investigate why. If the order was a bulk delivery of stock, you will not see a POD, instead there will be an entry onto the stock history as proof of receipt.Q. I have placed a stock order using HomeTr@k but the stock level hasn't been updated, why is this?A. When you place a stock order on HomeTr@k, it goes into a holding area so it can be checked by our warehouse. As soon as the order has been reviewed, you will be notified via email. At this point, the order has been accepted and the stock levels and stock history are updated. If a stock order has been refused, you will be notified of the reason given via email.Q. I have a reference number that begins with PEG_xxxxx, what does this mean?A. This is a unique number that we give to orders if we haven't been give a reference number by the manufacturer, If you wish to update us with the correct reference number, please fill out an order query form.Q. What is the best screen resolution for viewing this web site?A. 1024 x 768 is the minimum resolution recommended for this web site. however you will be able to view most of the web site with a resolution of 800 x 600.Q. Sometimes the POD has a different delivery date that the history, which one is correct?A. There are a number of reasons for this,
Q. I want to create a new stock order but the store i want to send it to isn't on the list?A. Recently opened stores may not automatically appear in your branch list. Please email customer services with the details and they will be happy to help.Q. Why do I get the message: Maximum execution time of 30 seconds exceededA. At peak times, you may see the message above. This message is letting you know that due to the number of users on the web site, it has taken the web site over 30 seconds to display the page. This 30 second limit is to stop you waiting longer than is necessary, if you see this message, please refresh the page by pressing F5 or clicking the Refresh icon on your browser.
How To?If you are having trouble using HomeTr@k, you may find the answer in the sections below:-How to search.If you want to know the status of a particular order, you can search in a number of different ways, depending on the information you have. The simplest search is by reference number. A reference number can be either the manufacturers or the retailers order number. Click on Search and enter order number. If you do not know the whole number, you can enter just the first few digits and you will see all order beginning with that number, i.e. entering 9012 will find orders 90121, 90122, 90123 etc. The search looks at ALL the reference numbers we have, so if you enter the number 123 you will see any order with manufacturers ref 123 or retailer PO 123.If you want to search for an order using the container number, go to the container schedule screen. You will see all containers received in the past month and any containers due into us. If you want to narrow down the list, or the container you are looking for came in more than 1 month ago, enter the all or part of the container number in the box at the bottom of the screen. It is often better to enter a smaller number of letters in here i.e. TTNU rather than TTNU 32456.8. If you find the container, click on it to see all the orders. If you are not sure of the container number or the reference numbers, but do know the delivery address, you can use the live deliveries, recent and storage status screens. If you want to narrow down the list on these screens, enter all or part of the store name and city and click refresh. If you cannot find the order using the methods below, it is more than likely that we haven't yet received that order, if you are sure we have received this order, please contact us on 0845 873 1350, or alternatively, contact the manufacturer or sales agent that you placed the order with. How to query an order / Get an estimated delivery date.If you have any questions about an order that cannot be answered by looking at the history, please fill out an order query form. The request is immediately sent to our customer services team who will reply to you as soon as they have the answer you need. It should be noted that when a delivery is planned, HomeTr@k is updated instantly so we all have the same information. If a planned or booked in date isn't shown on HomeTr@k, this order has not yet been planned for delivery.The best method for ensuring a quick delivery date is to Prioritize the order, this immediately instructs our planning team that you have chased the order and are monitoring it from your 'My Orders' screen. You can of course always contact our customer services on 0845 873 1350. How to place a stock order.If you hold stock at Fields Delivery Co and have the ability to place stock orders, please follow the steps below:-
How to use the order query list.The order query list is a constantly changing list of specific order queries. Adding an order to this list advises Fields Delivery Co that you may have specific concerns or require additional information about an order. Once an order has been added to the list, you can add your own notes/questions allowing you to keep track of what has happened to this order. Every note you add to the order is recorded with the date and time, as are our responses. The query list is controlled solely by you, Fields Delivery Co will not interfere with your list, even if the order has been delivered or the query satisfied, and we therefore ask that you keep the list up-to-date by removing any order queries that have been dealt with.
Still Having Trouble?If you are still having trouble using HomeTr@k and the answer is not in the list above, please email HomeTr@k Help. You will receive a response via email and your question may also appear on this page. |
sign
