Mintsoft training · Orders

Order queries: changes and problems, sorted.

Need to change an order, or something’s gone wrong with one? Raise a query in your portal. It stops the order going out until it’s sorted, and keeps the whole conversation in one place. Here’s how, screen by screen.

Start step 1 When we raise a query
Checked against Mintsoft’s help centre, October 2026
Order held until it’s sortedso changes are caught before despatch
One conversation per orderinstead of emails going missing
Email alertswhenever there’s a new message

When to raise a query

Any change or problem with an order.

Change the address

The customer has moved or made a typo.

Change the courier

An upgrade to next day, or a different service.

Failed delivery

The courier couldn’t deliver and you need to know what happens next.

Change the items

Add, swap or remove something after the order has started.

Stop an order

Please hold or cancel it, if it hasn’t gone yet.

Anything else

Choose OTHER and tell us what you need.

1

Open Order Queries

In the menu, click Help, then Order Queries.

  1. 1
    HelpOpens the help menu.
  2. 2
    Order QueriesLists all your queries, old and new.

Illustration of the client portal. Your screen may look slightly different.

2

Start a new query

Click Create New Order Query.

  1. 1
    Create New Order QueryOpens the query form. Use Reset Filter if you can’t see a query you’re looking for.

Illustration of the client portal. Your screen may look slightly different.

3

Tell us what’s needed

Choose the order, the type of query and explain what you need, then click Create.

  1. 1
    Order NumberPick it from the list. Not in the portal yet, for example an import error? Type it in exactly as it will appear.
  2. 2
    Query TypeThe closest match. Choose OTHER if none fit.
  3. 3
    CommentsEverything we need to act on it, like the new address or the service you want.
  4. 4
    CreateSends the query to our team.

One query per order, with all the details in one place. Please don’t email the same request as well.

Illustration of the client portal. Your screen may look slightly different.

4

Note your query ID

You’ll see a success message and your query gets an ID. We’ll be notified straight away.

  1. 1
    Success messageYour query has been created.
  2. 2
    Query IDQuote this if you need to chase it.
  3. 3
    NEWWaiting for our team to pick it up.

Illustration of the client portal. Your screen may look slightly different.

5

Or raise it from the order

Already looking at the order? Open it with Orders → Overview → Actions → Details and use the Queries tab.

  1. 1
    Queries tabShows any queries on this order, and lets you raise a new one.
  2. 2
    Order Query TypeThe closest match, or OTHER.
  3. 3
    CommentsWhat you need us to do.
  4. 4
    RaiseSends the query to our team.

Illustration of the client portal. Your screen may look slightly different.

6

Read replies and respond

You’ll get an email when we reply. Open the query from Help → Order Queries with Actions → View.

  1. 1
    Our replyThe whole conversation is kept in one place, so anyone on your team can follow it.
  2. 2
    Add New MessageType your reply, then click Add.
  3. 3
    AttachmentsUpload a document, like an invoice or photo. Choose the file, add a comment and click Upload.
  4. 4
    UpdateSaves any changes to the query.

Illustration of the client portal. Your screen may look slightly different.

Query statuses

From raised to resolved.

NEW

Raised

Waiting for someone to pick it up.

OPEN

Being worked on

We’re looking into it, or waiting for a reply.

RESOLVED

Sorted

The issue is fixed. The order carries on as normal.

CLOSED

Done

Kept on the order for reference.

Open queries stop the order going out

An order can’t be despatched while it has a query that isn’t resolved. That’s deliberate: it means we can catch a change before the parcel leaves.

When we raise a query

Sometimes we need to ask you.

You get an email

If we spot a problem, like missing stock or an incomplete address, we raise a query and you’re notified.

The order is on hold

It shows as QUERYRAISED on your dashboard and won’t be sent until we hear from you.

Reply in the query

Open it from Help → Order Queries and add a message. Once it’s resolved, the order carries on where it left off.

Questions

Common questions.

Can I edit the order myself instead?

If it’s still NEW, yes: open it with Actions → Details and click Update. Once we’ve started picking, raise a query so we can catch it before it goes.

Will a query stop my order going out?

Yes. An order can’t be despatched while it has an open query. That’s how we catch changes before the parcel leaves.

What if you raise a query with me?

You’ll get an email and the order shows as QUERYRAISED. It’s on hold until we hear from you, so please reply in the query as soon as you can. Once it’s resolved, the order carries on.

The order isn’t in the portal yet. Can I still raise a query?

Yes. Type the order number exactly as it will appear, and the query links to the order when it arrives.

Can I delete a query?

No. Queries stay on the order as a record. If it’s no longer needed, add a message saying so and we’ll close it.

Who gets the emails?

The users set up to receive order query notifications on your account. Ask us if someone on your team should be added.

Based on Mintsoft’s Create and manage order queries, Order status definitions and Client notifications guides.

Related guides

Keep orders moving.

Copy an order

Resend a lost or damaged order.

Open guide

Managing back orders

What happens when there isn’t enough stock.

Open guide

Place a single order

Key in one order by hand.

Open guide

Need a hand?

We’re here to help.

Something urgent about an order going out today? Raise the query, then email us the order number too.

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