Preorders and support
Routes: /account/preorder-requests · /account/support · /account/helpdesk
1. What these are
Two things a shopper can raise that are not orders: a request for a future date, and a question.
| Preorder request | Support ticket | |
|---|---|---|
| Asks for | An item on a future date | Help |
| Needs a decision | Yes — approve or reject | A reply |
| Handled in | Preorder queue | Storefront support |
2. Where each one goes
3. The pages
4. Field reference
A preorder request carries the item, quantity, requested date and section, and — once reviewed — the store's response note. A support ticket carries the message and its replies.
5. The admin contract
| Prerequisite | Without it |
|---|---|
| Preorder-able items | Nothing to request |
| Someone working the queue | Requests sit pending |
| Storefront Support | Messages go unanswered |
6. Downstream
Requests land in the preorder queue; messages land in Storefront Support.
7. Don't confuse this with…
| Thing | Where |
|---|---|
| Preorder request | Not an order until approved |
| Order | Real, with money |
| Storefront support | Support Lite |
| Orbit Resolve | The full service desk, if the org subscribes |
8. Troubleshooting
| Symptom | Cause |
|---|---|
| A request stays pending | Nobody has reviewed it |
| An approved request is not in My orders | Approval does not create an order |
| No support page | The support page is not published |