SignAdmin — How to Use the Order Management System
Article type: Process / Reference | Audience: Support Agents | Visibility: Internal Only
Overview
SignAdmin is Skyltmax/Signomatic's internal order management system. It is the primary tool for viewing, managing, and acting on customer orders. Every time a customer contacts CX about an order — whether to check its status, pause it, change details, or cancel it — SignAdmin is where you go.
SignAdmin is accessed via browser (internal URL).
What You Can Do in SignAdmin
| Action | When to use it |
|---|---|
| Search for an order | Any time a customer references an order number, email, or name |
| View order details | Check product, size, material, fixing method, quantity, design, and price |
| Check production status | See whether an order is queued, in production, or completed |
| Check customer account | View order history, contact details, and account type (B2C or B2B) |
| Pause an order | When a change or correction is needed — pauses production immediately |
| Edit an order | Correct address, quantity, or other details (only before production starts) |
| Cancel an order | When a customer requests cancellation — check payment status first |
| Restart an order | After a pause is resolved and production can continue |
How to Search for an Order
- Open SignAdmin in your browser
- Enter the order number, customer email, or customer name in either the Order info search bar or the "Customer" tab
- Select the correct order from the results
- Review the order summary — status, product details, delivery address, and payment status are all visible here
Tip: Always confirm the order number with the customer before taking any action. Do not act on orders based on name alone if multiple accounts exist.
Checking Production Status
Common statuses you will see:
- Todo — Order received, waiting to enter production
- In production — Actively being manufactured; changes may no longer be possible
- Done — Order has left the warehouse
- Paused — Manually stopped; action required before it can continue
- Cancelled — Order has been cancelled
Important: If an order is already in production or shipped, you cannot make changes without contacting Production or Prepress via Slack. See the Escalation Matrix article.
Pausing an Order
Pause an order when a customer requests a change, or when you spot an issue that needs resolving before production continues.
- Locate the order in SignAdmin
- Click Pause
- Add an internal note explaining why the order is paused
- Notify the customer via Zendesk that the order has been paused and what happens next
- Set the Zendesk ticket to On Hold if you are waiting for an internal response
Note: A paused order will not ship. Always restart the order once the issue is resolved — it will remain paused indefinitely otherwise.
Cancelling an Order
- Check the payment status before cancelling — if payment has been taken, a refund must be processed
- Cancel the order in SignAdmin
- Process or request the refund via Finance if applicable (see Escalating to Finance)
- Confirm the cancellation to the customer using the relevant macro in Zendesk
Important: You cannot cancel an order that is already in production or shipped. Escalate to Team Lead in those cases.
What to Do if SignAdmin Is Down
- Notify your Team Lead immediately
- Do not guess at order statuses — tell customers you are investigating and will follow up
- Log the outage in #tech-support on Slack
Related Articles
- Tools Overview — What We Use and What Each Tool Is For
- Correcting Orders Before and After Production
- On Hold in Zendesk — When & How to Use
- Escalation Matrix — Who Handles What
- Handling Refunds and Compensation