Purchase Order Handling (B2B) (Check!)

Article Type: Internal Process Audience: Support Agents Visibility: Internal Only

Overview

B2B customers often place orders by sending a formal purchase order (PO) document rather than ordering directly through the website. This article explains how to handle these orders from receipt to production.

Step 1 — Confirm Receipt

When a purchase order arrives by email:

Reply to the customer confirming you have received their PO
Check that the PO contains all the information needed to process the order (see checklist below)

PO Checklist — What Must Be Present

Required information	What to do if missing
Delivery address	Contact customer and request it before proceeding
Invoice / billing address	Contact customer if different from delivery address
Cost center or reference code	Ask customer — some B2B customers require this on the invoice
Product specification (size, material, text, quantity)	Confirm with customer if unclear
Customer VAT number (for EU B2B)	Required for reverse charge — request if not provided
Mobile / phone number	Needed for delivery notifications on parcel shipments

Step 2 — Enter the Order

Once all information is confirmed, enter the order in the system according to the PO specifications.

If the PO references a previous order (e.g. "same as order 291234567"), pull up the previous order in SignAdmin and match the specifications exactly — material, size, colour, font, text.

Step 3 — Send Order Confirmation

Send the customer an order confirmation including:

Order number
Confirmed specifications
Estimated delivery date
Invoice details

Common B2B Situations

PO arrives but order already placed via website: Match the PO number to the existing order and note it in SignAdmin for invoicing.

PO with framework agreement / standing order: Flag to Team Lead — these may have specific pricing or handling requirements.

PO from unrecognised company: Verify the company before processing. If credit terms are being requested, escalate to Team Lead.