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Message
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Description
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Could Not Send: Incomplete Address
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The postage address verification failed, and postage could not be printed by our automated system.
- We tried to contact the customer by email if possible. If we never heard back, and have no way to correct the address,
and the address is incomplete or too ambiguous, we can't ship the package.
- This may also happen if the address contained the wrong country. We can only adjust the street, city, state, and zip,
since changing the country would alter the postage rates and billing details (our system is not set up for this yet).
If you see this status, you'll need to contact your customer,get a valid address, and re-order.
Our top competitors simply ignore bad addresses, do not send the package, and do not notify you or the customer in any way.
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In Line to be made and shipped
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This means we have not yet finished making the product, and we have not yet printed postage.
During this state, you have about 15 minutes to delete the order if you made a mistake.
If postage has not been printed, you may modify the address since the postage label has not been printed either.
You can not change quantity or delete multi-project orders (We plan to add this ability in the future).
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Not made or sent. Failed Order
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There was a problem with this order. Some required data was missing. There is no way to edit this order. Please submit a new order.
The record only exists to show you the order failed.
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Not made or sent. Test Order
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Test orders are not meant to test the burn process. Rather, they help you test our system. Many people test their order automation integration with our
order server by sending test orders. Test orders never cause any discs to be made. To order a proof copy for yourself, login,
click the order button, and submit a standard wholesale order by entering your address and submitting the order.
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On Hold - Payment Required
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You have reached your account credit limit or your last payment was over 45 days ago. Login, and click the billing button to pay by credit
card or paypal. Once payment is made, orders on "Hold" will be released to the production mode and processed.
There may be times that you place an order, you are below your credit limit, but the order still goes on "hold". This is because your last payment
was over 45 days ago. For infrequent users, our system behaves like a "pay as you go" system. A credit limit (extended upon request) is only offered to some publishers
that are active, and have used our services for several months.
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Sent
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The disc was made, postage was printed, and the package was shipped on the Send Date. In some situations, if your order came in late in the day,
the package will be shipped on the day after the Send Date.
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Sent: Stamps Added
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The package was sent, but there may be limitations: At first, the postage address verification failed,
and postage could not be printed by our automated system. We then tried to correct the
address one or more times but could not get postage to print. We always try to contact the customer by email asking for any address corrections.
Since postage could not be printed, we simply add stamps manually and send it.
We can only do this if we think the address looks valid. We hope the post office will "figure it out" -- which they
often do. Tracking is not available in this situation, and it's quite possible the package will be returned by the post office as well.
Our top competitors simply ignore bad addresses, do not send the package, and do not notify you or the customer in any way.
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Sent, then Returned by Customer
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We sent the package, but your customer refused the package. They printed "return to sender" on the package and sent it back, or simply mailed it back to us
in a new mailer. This likely means your customer is expecting a refund. Our top competitors simply throw returns in the trash without notifying you, the
publisher.
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Sent, then Returned by Post Office
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Sometimes the post office just can not deliver a package. This can occur if it was an incomplete address, or the customer moved, or it was shipped to the
wrong address. Your customer will be expecting a package that will not arrive. You should contact them and/or submit a new order to the correct address.
Our top competitors simply throw returns in the trash without notifying you, the publisher.
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Will Be Sent
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Same as "Sent" status, but because of the time the order came in, the send date is in the future. Usually this is the next business day,
or Saturday if it's an Express or Priority package.
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Will Be Sent Shortly
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This means the postage process has started, but not yet completed.
The status should change to Sent, or a different status within a few hours.
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Will Send: Address Problems
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We're attempting to fix a bad address. We may have contacted the customer by email, or saw a simple error in the data entry. We've re-submitted the
record to our posage printing system and will be reprinting the postage address label shortly. This status should change within a few hours.
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Will Send: Asking Customer for Address Correction.
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You supplied a customer email when ordering. The address was bad, we could not see how to correct it, so we sent an email to your
customer asking for address correction. We usually wait a few days for a response at which point we will correct the address
and ship the package at that time (status will change to sent).
If we do not hear from your customer, this will be marked as a bad address and you'll have to re-order for your customer.
We will send you an email if/when this occurs.
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Waiting for Burn Test Verification
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If this is a new project, or you've refreshed the project, we have to test the burn process. You do not have to do anything at this time. It may take us a day or two to finish the process, and you will be instructed via email if there is anything we need you to do.
- The order form warns you to order a single quantity when not yet "Burn Test Verified":
We do this to prevent new publishers unfamiliar with TrepStar from ordering large quantities of untested product.
We always recommend you send a single product to your address to make sure any changes you made are working as you expected.
Once your project is set to Burn Test Verified (in a day or two) you may order quantities > 1.
- When the first order(s) come in after a new project is approved, or an existing project is refreshed, we have to test the burn process again.
- We have to download your burn files if applicable. Some problems can occur during this step.
- If this happens on the weekend, it may take an extra day to manually verify the discs burned successfully.
- If the disc(s) are made without errors, we mark the project burn approved which means the burn process worked, and our tests of the disc look good.
Order status will be set to "Sent" and the discs will be made and shipped that day (or possibly the next day)
- We actually place your cd or dvd in our test devices to make sure they load and work. We do not manually look at the entire disc. Please order
one for yourself and do this.
- If the burn process fails, we identify the problem and fix it if we can. Otherwise, we'll inactivate the project with a message informing you
on how to fix the problem.
- If only your graphics have changed, we still have to verify they printed correctly. Normally this is not a problem, and it's just a matter of
looking over the output and marking the project burn approved again.
- Once all errors are fixed and the burn process has been tested and approved, this status will switch to "Sent".
No discs will be mailed during this "Waiting for Burn Test Verification" because we're testing the discs. Once they are confirmed ok, all customer
orders will be made and sent as soon as possible..
- It usually takes a day or two to finish the burn test. You do not have to do anything during this time.
- Sometimes, if problems are present, it may take a few extra days.
- Once the burn test is complete, and the disc(s) are verified, all future orders will not incur this delay.
- This is why we ALWAYS recommend ordering one for yourself before you order for your customers when possible.
When the burn test is verified successful, all orders with this "Waiting for Burn Test Verification" will be converted to "Sent"
status and will be sent on the indicated "Send Date"
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, it means some form of package tracking is available.
If you do NOT see the link, it means we have not sent it yet, or no tracking is available.
(scan it into their system)! You may see the message "The tracking information for this item was received by the US Postal
Service at x:xx PM on 0x/x/201x, but the item has not yet been scanned in the mailstream."
This means the post office knows we printed postage, but THEY have not yet scanned it into their system even though we already
gave it to them. The post office usually already has the package at this point, but has not yet scanned it.
1) Standard shipping with delivery confirmation.
2) Priority or Express.
1) Express mail Only. Standard and Priority do NOT offer tracking for International shipments.
If you require tracking, you must send it Express mail. Express mail rates are very similar to UPS or FedEx international rates.
