FAQ : Frequently Asked Questions dutscher.com 
 

Table of contents

How can I access my order tracking?
 

1. Log in to your web account. 
   
    
2.  You can access your order tracking in two ways: 
   • By clicking on "Order tracking" in the drop-down menu in your customer area.
   • Or from the "Order tracking" widget on your personalised homepage. It shows your most recent order activity. The "Show more” button gives you access to your full order history. 
     
      
3. The "Order tracking" page displays a filtered list of your orders (by default, the thirty most recent).
    
4. To find an order more quickly, you can use the search box (filter) at the top of the page to: 
   • search by order number (Dutscher's, yours or the web's);
   • filter orders by date or status.
     
      
5. The overall status of the order is displayed as soon as the order list is consulted: 
   • either "Shipped and billed", all lines are shipped (you can request an invoice on the order details page);
   • or "In progress", there are still lines remaining for items being replenished (you can still intervene by requesting a change to lines that have not yet been dispatched).
     
      
6. To access the order details, click on the order.  
   This new page shows the status of each line (shipped or being processed). 
   
   3 actions are still possible at this stage:
   • a tracking button (when we have the information) takes you to the carrier's website;
   • an order modification request button for lines in backlog ("In progress" global status);
   • an invoice request button, if the overall status of the order is "Shipped and billed".
     

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How do I change a current order?
 

1. In the "Order tracking" section, display the order for which you want to request a change by clicking on it. 
   How can I access my order tracking?  
    
2. At the bottom of the page, click on "Ask our customer service for a modification".
   
    
3. You can now modify the quantity of each line that has not yet been shipped (enter it in the dedicated field) or delete it (bin button), as well as add another item that you forgot to add when you placed the order, by entering an item reference.
    
4. Our customer service will receive your request and confirm that it has been taken into account.

Please note: only orders whose overall status is "In progress" are eligible for a change request.

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How do I get an invoice for your order?
 

1. In the "Order tracking" section, display the order for which you wish to receive an invoice by clicking on it. 
   How can I access my order tracking? 
    
2. At the bottom of the page, click on "Request an invoice".
   
    
3. In the pop-up window, enter the first name, surname and email address of the person to whom you wish to send the PDF invoice.
    
4. Click on "Send request". 
   

Our accounts department will receive your request.
Please note: to request an invoice, the overall status of your order must be "Shipped and billed". 

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