Respond to DSV Order Inquiries

1. Check with the vendor for more information for the following statuses:
   Note: See below if vendor asks for PO #.

   • Canceled

   • Pending Auto Cancel

   • Backordered

   • Authorized

     • If there is no tracking information, contact the vendor to ensure they have sent the 855 shipment and 856 file to Follett to collect payment.

   • Released for Shipment

     • If there is no tracking information, contact the vendor to request tracking information and send the 856 file to Follett to collect payment.

     • If the customer has not been charged yet, contact the vendor to ensure they have sent the 856 file to Follett to collect payment.

   • Tender Pending

     • If not charged, submit a request in the Follett Support Center – SODA - SODA IMS Level 2: Order Inquiry.

2. For all other statuses, follow the direction in the OMS Order Line Statuses section of the Store Order Lookup Tool topic.

Note: If order shipped to the store or customer, but order is a web exception, see Resolve Web Order Exceptions for a DSVs.

For all other DSV issues, submit a request in the Follett Support Center - Website Support - Request Type: Online Orders/Online Support Level 2: Drop Ship Vendor Items.

Locate Vendor PO Number

The vendor may ask for the PO number when you contact them for a status. Follow the steps below to locate the vendor PO number in the OMS Store Order Lookup Tool.

1. Enter the order number in the Search field, then select Submit.
   

2. Select the link in the Status column.
   The Web Order details page displays.

3. The PO number displays in the PO# column.