How to resolve Exceptions (documentation problems).

If we find that something in the data is not correct and we can’t start producing your order, we raise an “Exception”. Possible reasons are

  • the data is not complete

e.g. the drill file is missing

  • the data is ambiguous

e.g. top and bottom layers are not clearly defined

  • the design does not meet the specifications of the chosen service

e.g. the minimum track or annular rings are below the minimum values

  • there is a mismatch between the data supplied and the order itself

e.g. the order calls for 2 legends and only 1 file is supplied.


For the specifications of each service and advice on how to supply good data, consult our services overview and design guidelines documents.


You can find full details of the exception and resolve it directly on the website.


We will automatically notify you by e-mail that there is an exception on your order. The e-mail is sent to the address of the user who placed the order. The link in the e-mail will take you straight to the log-in page on the website. Log in and you will see the Customer Report screen.


You can see immediately that there is an exception.


As soon as an exception has been raised against an order, it is put on hold. The delivery date is automatically put back by the time it takes to resolve the issue. If we get no response, the system automatically sends daily reminders to the e-mail address of the user who placed the order and to the main contact e-mail address as registered on the site. This means that it is very important that e-mail addresses on the site are entered correctly and kept up to date.

Finding the exception.

To find the exception click on any one of the 3 locations arrowed above. You will then see an overview of all open exceptions. Tick the relevant exception in the list and click on the box EXCEPTION DETAILS at the top of the screen.
You will then see one of a number of standard (“pre-defined”) problem descriptions and solutions. To find the exact details of this exception scroll down to the green-banded Attach Files box and click on the blue Download link (arrowed in the screen shot below). This will download a Word document in which the problem is described as clearly as possible with screen-shots if required, and suggestions how to resolve the exception.

 

To resolve the exception.

Now you can start to resolve the problem. In many cases this will mean first modifying the data.


You should resolve the problem via the onscreen buttons (and not by e-mail or the ASK A QUESTION function). There are a number of standard options (as shown on the screen shot above): MODIFY ORDER, SHOW NEW OFFER, CONFIRM, or CANCEL ORDER.


MODIFY ORDER: use this function to change your data and/or order details.
Click the button and you will bring up the original order screen. Change the details of the board or the order as required, and upload the complete set of now corrected board data (to avoid any chances of error you must upload the complete dataset, not just one or two corrected files). The delivery date will be automatically extended by the number of working days it took to resolve the exception, but you can still change the delivery term, for example from 10 to 7 working days.


SHOW NEW OFFER: use this function where the uploaded data and the order do not match (for example different dimensions, milling cutter not correctly defined, etc.)
In this case we change the order for you and calculate a new price. Click the button to bring up the new offer as below. Then just click ACCEPT at the bottom of the screen and your order will proceed.


CONFIRM our proposal.
You confirm that your order can proceed as proposed in our Word document. You need change nothing yourself.


CANCEL: you cancel the order yourself. The cancellation is final.


Once you have resolved the exception via the website, the status of your order is changed to PREP. We recommend that you check this in the Running Order screen. If you find PREP and EXC you know that your response has been correctly uploaded. The order preparation can now proceed and hopefully your data and order details are now OK.


If an exception remains unanswered, we will cancel the order when it reaches the original delivery date.
If you have any questions about an exception please use the ASK A QUESTION button at the top of the screen.