---
title: Following Up on In-Progress Decorated Orders
description: Following up on decorated orders
---

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1. [Richardson Knowledge Base](https://ithelpdesk.richardsoncap.com/kb?hsLang=en)
2. [CS - Decoration](https://ithelpdesk.richardsoncap.com/kb/cs-decoration?hsLang=en)
3. [General Guidelines & Processes](https://ithelpdesk.richardsoncap.com/kb/cs-decoration?hsLang=en#general-guidelines-processes)

# Following Up on In-Progress Decorated Orders

Use this guide whenever additional information is needed from the customer during initial order processing and the order cannot move forward without it.

**Examples of when customer follow-up may be required:**

- We need vector artwork.
- The order is below MOQ.
- We need clarification on the decoration details.
- Etc.

| ***Business Day:*** | ***Action:*** |
| --- | --- |
| *0* | Initial email |
| *2* | Follow up email (CC sales rep) |
| *4* | Phone call + follow up email + cancellation warning |

 

**1) First Contact Attempt – Email (Day 0)**

If you determine that customer follow-up is needed while processing an order, first identify any additional information you may also need so that you can send one comprehensive email rather than multiple follow-ups.

Send an email to the contact listed on the order from the HubSpot ticket, then change the **Ticket Status** to **Waiting on Them**.

**2) Second Contact Attempt – Email (Day 2)**

If the customer has not responded within two business days, send a follow-up email.

If the account has an assigned sales rep, CC them on the email. Also, verify that you're contacting the correct email address before sending the follow-up.

**3\) Third Contact Attempt – Phone Call & Email (Day 4)**

If neither the customer nor the sales rep has acknowledged either email after two additional business days, call the customer. Before calling, be prepared with the order information and a clear understanding of what you need from them.

**If they answer:**

If changes are made to the order during the conversation, let the customer know you'll send a follow-up email summarizing the changes, so they are documented in writing.

Close the email conversation. If the customer does not respond to the follow-up email, we'll consider their lack of response as confirmation of the changes discussed during the phone call.

**If they don’t answer:**

Leave a voicemail that includes:

- - Your name and company.
    - The name of the person you’re trying to reach.
    - The sales order and PO number.
    - A brief explanation of why you’re calling.
    - Mention that you’ll also follow up by email and to which email address.

Immediately after leaving the voicemail, send a follow-up email. Let the customer know that you also attempted to reach them by phone and that if we do not receive a response within two business days, the order will be canceled/discarded.

Be sure to CC the sales rep on this email as well.

 **Exceptions to the Workflow**

Use your judgement when circumstances warrant a different follow-up timeline.

Examples include:

- The customer tells you they'll respond by a specific date.
- They say they're waiting for information from their client.
- The customer has an automatic out-of-office reply that provides their return date. 
    - If the autoreply includes a backup contact, resend your email and include that contact.
- Other situations where a different follow-up cadence is reasonable.

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- [CS - Decoration](https://ithelpdesk.richardsoncap.com/kb/cs-decoration?hsLang=en#main-content)

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