FREQUENTLY ASKED QUESTIONS
Q: How can I ensure that my order was received by ClickOn?
A: The most important part in creating a successful ClickOn order is to follow each step on each page of the order form until you are prompted to go to the next page. These prompts exist in the form of blue buttons at the bottom of each page that will take you to the next step in the order entry process. Always be sure to scroll to the bottom of each page and follow all instructions on that page. Finally, always make sure you receive the confirmation number that will appear on the final 'Order Confirmation' page of your order. Please print out the confirmation page or save the number electronically for all communications regarding your order. The Order Confirmation page will also serve as your receipt. If you wish to receive additional order confirmation via email, be sure to enter your email address on the checkout page.
Q: How do I know when I will receive my order?
A: On your site's Welcome Page there is information posted regarding deadlines for order entry, your company's processing schedule, including specific product turn-time information where applicable.
Q: How do I find the status of my order?
A: Log on to your company's website, and enter your order number in the field located in the 'Order Status' category in the task bar on the left. For security purposes, most users can look up orders using only the confirmation number. If you do not have your confirmation number, please contact ClickOn customer service.
Q: How do I contact a ClickOn customer service representative?
A: The handiest place to find this information is at the bottom of your site's Welcome Page. You may contact us for general ClickOn information toll-free at 1 800 215.1545 or via email at OnDemand@kpcorp.com. Some customers have preferred internal contacts or alternate ClickOn contact information. Please check your individual site for more specific contact information.
Q: How do I search for an invoice for my order?
A: Log on to your company's website, and enter your order number in the field located in the 'Order Status' catagory in the task bar on the left. You will be able to view your order information; including the order cost, shipping & handling and tax (where applicable). For security purposes, most users can look up orders using only the order confirmation number. If you do not have your confirmation number, please contact ClickOn customer service.
Q: How do I know what cost center to use?
A: Cost center information can be obtained only from an internal source in your company. ClickOn customer service is unable to give out specific cost center information.
Q: How do I find out my username and password?
A: While some companies have one username and password for all authorized users, there are some who have specific login information for each authorized user. You will usually be supplied with this information when you receive authorization to use your company's site. Please contact ClickOn customer service if you are unsure of your login information. Note: at their company's request, some users may be required to supply manager authorization via a signed, faxed authorization form.
Q: When I view my PDF proof, why doesn't all the information I entered fit on my card? What do I do to ensure that it prints correctly?*
A: If you see that your information does not fit on the product you need to order, please first decide if there is something that can be abbreviated or altered in some way to fit. If you are still unable to fit all required information on the product, please contact ClickOn customer service as soon as you place your order. *Please note that all orders are printed 'as is' unless ClickOn is notified in writing (e-mail), in advance of the contractually agreed upon processing day by 12 noon PST. Your order will most likely require custom typesetting and separate processing. Your ClickOn customer service representative will inform you of any additional charges associated with custom processing.
Q: The site timed me out during a session. What is the standard length of time I can remain idle on the site without being timed out? Do I have to enter my order again?
A: The maximum length of time a session can remain idle is 30 minutes.
If you went all the way to the 'Cart' stage in the order entry process you may be able to retrieve your information if you are using the same computer and login information. Try the steps below:
1) Log out completely and then log back in to your site
2) Type the name of the person (business cards only) into the name field and click the 'Search' button on the right of the name field
3) All the fields should populate with the most recent information entered for that person on your computer and you may continue with order placement.
If this does not work, unfortunately your information was not captured and you will have to enter the order again.
Q: How do I request that my order be rushed outside my company's established weekly schedule?
A: Please notify ClickOn customer service immediately if you require a rush order. Please note that orders requiring processing outside the established schedule will
incur a rush fee. In some cases you may be able to choose an expedited shipping method and remain within your company's established processing schedule.
Q: If I have previously entered an order for an individual, do I have to enter the order again or is there some way I can pull up the previous order information?
A: Technically, you must enter a new order each time. However, if it has been one year or less since you last entered and order for that individual you can search for specific information that will save you time if you follow the steps below:
1) Use the same computer used to place the original order
2) Use the same exact username and password information used to place the original order
3) In the 'Name' field, enter the name of the person exactly as it currently appears on the card and click the 'Search' button on the right of the name field
If you follow the steps above, your order form should auto-populate with the most recent order information. You may then alter information on the order form if necessary. You will be required to go through all the other steps to confirm your order. As always make sure you record your order confirmation number and enter your email address on the Checkout Page.