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.