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Orders Editing
It is understood that editing of the order by the client through the website of the wholesale online or editing by the Sentiell Customer Service on behalf of a client via email, constitutes the moment of conclusion of the purchase-sale contract with the acceptance of the terms set out in the summary of the order. The 24-hour order processing begins once the order editing is over and the payment of the full value has been transferred from Sentiell bank account to sales system of the wholesale.
When can I make changes?
The best way is to do it in the basket, no later than your order status changes to [in process]. Due to automation of the complex orders processing and double verification, which we use for each order, editing orders with the status [in process] status or [ready to be sent] makes quite a stir in orders realization. We respect your decisions regarding changes but keep in mind that the time we spent for you to carefully prepare the order has already been used, and other orders are waiting to be processed within 24 hours. Therefore, if you want us to edit the order, you have to take into account that it can delay the delivery at least 24-48 hours.
Important! If the order has been paid for, it is a signal for us that your order can be processed. If you want to have the option of adding a few products later, we recommend clicking "pay later" when you are placing your order.
Editing an order not processed
Order editing by client
To avoid mistakes, it is necessary that each client edit the already placed order, so that we are sure that we are sending the right products. You can edit your order by logging into your account on Sentiell website and by clicking on "orders" "current", and then "edit order". When you click "edit order", the system does not receive clear information about what will be edited. That is why the client is turned back to the first step of the shopping cart with the list of goods. You have to go through the whole process step-by-step, to ultimately confirm all changes that have been made, by pressing the button "change order".
Before you edit the order, make sure that another person which has access to your account is not logged in at the same time on another device, because such a situation will create quite a mess. Remember that the editing has to be made during one web browsing session. Shutting down the browser during order editing may cause a loss of entered changes. In this case the primordial order will not change, and all products added during the editing session will be saved as a completely new order, which will be visible in the shopping cart right after logging into your account, until the new order will be placed.
Save your basket
Before you click on "edit order" button, make sure, that your basket do not contain the products which you do not want to lose. Once you start an edit session, the products from the cart will be removed and replaced with the products from edited order. If you want to save products from your basket, add them to your favorites. DIY: select all products in the basket click on "add products to favorites" button. Saved products can be found in "Your account" "Products" "Favorites", or simply by clicking the button "favorites", which is placed below the basket icon.
ATTENTION! If you have entered a discount code which lowers the order value, the order editing won’t remove the applied discount code from the order. If you notice that your discount code is inactive, contact us or send us an e-mail including this code. If you encounter any difficulties during the order editing, you can also email us describing the changes to be made. Our email address is: info@sentiell.de.
Why is it worth to edit the order by yourself?
What does individual editing of order involve?
Editing through the Customer Service Department
All changes that you want to make should be sent by email to orders@sentiell.com. In your e-mail, please, includethe order number, the product ID, size (if necessary) and determine the quantity that you want us to add or remove. Making any changes to the order always reschedule the delivery for the following day. If you have added some products to your order, we require making payment using fast electronic payment methods.
Why is it worth to edit the order by yourself?
First, you can be sure that the changes you want to make are in line with your expectations. You are not dependent on the customer service's actions, which are always postponed due to a large amount of work concerning orders.
Secondly, editing order gives you flexibility to add or remove products from your order. So, if the value of your order increases and reaches a certain discount threshold, then the system calculates a proper discount.
Thirdly, if you receive a discount code from us in the meantime, you can introduce it in the order that you're currently editing which consequently lowers the value of your order.
There is another crucial reason... if it is close to meet the requirement for the free delivery, use it, throw in some products by editing the order. Therefore, the system will automatically reduce the value by the cost of delivery.
What does individual editing of order involve?
Client order editing may lead to an update of product prices in the order by updating the price to the current exchange rate of the order or to the prices resulting from changes in the prices of warehouse supplies. Thus, if during editing the order, the displayed prices displayed in the first step of the shopping cart have changed to your disadvantage, you can leave the cart and log out of your account. Thanks to that the previously placed order will not be changed.
If you care about keeping the prices from your order and more pieces of a particular product, please email us with some guidelines to changes. The number of pieces entered by the customer service will not change the price in the order, as long as the added products do not come from a new warehouse supply, which indicates a change in the price of new products. In this case, there can be two different prices of the same product on the invoice. Such a situation may result in orders merging.
Editing "in process" or "ready to be sent" Orders
The client does not have access to edit orders with the [in process] or [ready to be received] status. Your email request to suspend the order may be delayed and so it is necessary to make a call urgently. If there is a possibility to suspend or edit your order, we will ask you to email us details of those changes, i.e. products IDs, their sizes (if necessary) and the amount which you want us to add or remove.
We request this information about changes (sending via email) because we want to avoid possible claims from client. This gives us the certainty that we act in accordance with client guidelines. Our customer service will introduce specific changes within 24h, and will inform you about the payment you will be required to make or about the amount of refund in your client account balance. Next, the order is forwarded to be processed after the payment of the missing amount.
Important! Please bear in mind that it is not always possible to edit orders that are already ready to be sent. So, before you pay for your purchase, analyse your needs well.
Merging several orders
Unfortunately, it is impossible to merge orders by yourself from your account. You can send us an email with request to merge orders, or ask us for it while placing one of your orders, adding a note to the order. The note should specify the numbers of the orders to be combined. It is important to do this before paying for them and before they are processed. If you assume that the second order is to be combined with the first, then during the selection of type of delivery for the second order, select [personal reception]. So that the system will not charge additional delivery costs.
Important! Remember that merging orders means shipping only to one address that you have provided when placing an order, and the system will not automatically calculate a threshold discount nor include free delivery for combined orders, even if the combined orders meet the conditions for obtaining those benefits.
Merging several orders placed at different times may involve the occurrence of different prices for the same product on the invoice. This is due to a variable exchange rate or differences in the prices of supplies. If you want to avoid this, every time you need more products, edit the previously placed order.
Cancelling and Order
If the order is not paid all you have to do is log into your account in the wholesale and cancel the order. If the order is paid or it is being processed, then it is necessary to contact us immediately. The booked amount for the cancelled order will be transferred into the balance in the wholesale for future purchases.
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