Article Type: Internal Process Audience: Support Agents Visibility: Internal Only Category: Custom Orders & Design Section: Custom Ordering Process
Overview
Use this article when a customer contacts support about:
- Ordering custom decals or vinyl lettering
- Reordering a decal with the same specifications
- Adjusting size, colour or content of a previous decal order
- Asking about material, finish or application of decals
This article helps agents to:
- Collect correct specifications for decal orders
- Handle reorders and modifications efficiently
Key Information for Decal Orders
Confirm the following before placing or quoting a decal order:
- Content — exact text, logo or graphic (customer to supply artwork file if logo-based)
- Size — width and height in mm
- Colour — text/graphic colour and whether background is transparent or coloured
- Material — standard vinyl, reflective, floor decal, outdoor-rated, etc.
- Application surface — smooth wall, glass, vehicle, floor?
- Quantity
- Cut type — rectangle cut, contour cut around the shape?
Reordering with Same Specifications
If a customer wants to reorder an existing decal:
- Locate the original order number
- Confirm all specifications are still correct (size, content, colour)
- Confirm quantity and delivery address
- Place reorder referencing the original spec
Internal Note Example:
Customer reordering decal from original order #[ORDER]. Same specifications confirmed: [size], [colour], [content]. Quantity: [X]. New order created.
Adjusting Text or Dimensions
If the customer wants minor changes to an existing decal:
- Confirm what is changing and what stays the same
- Get the updated text or artwork in writing
- Create a new order with the updated specification
- Send proof for approval before production if artwork is involved