Request Management Guide

Overview

The request management system in Sampleful handles the complete lifecycle of sample requests from initial submission to final delivery. This guide covers both submitting new requests and managing them through the fulfillment process.

Request Lifecycle

Every request follows this workflow:

1. Submission - Customer submits request with product details and shipping information
2. Approval - Internal review and approval (for external users)
3. Processing - Products are assigned, inventory checked, and items prepared
4. Fulfillment - Items are packed and shipped
5. Delivery - Tracking and completion confirmation

Creating a New Request

3-Step Request Process

The system uses a structured 3-step process to ensure all necessary information is captured:

Step 1: Requestor Information

• Requestor Name: Your name (auto-filled from profile)
• Requestor Email: Your email address (auto-filled from profile)
• Requested Date: When the request was made
• Notification Emails: Additional recipients for updates
• Project Name: Optional project identifier for tracking
• Notes: Any special instructions or comments

Step 2: Products

Add one or more products to your request:

Regular Products:

• Product Name: Name of the product you need (e.g., “Polysentron”)
• Quantity/Amount: How much you need (e.g., “3 x 16 oz”, “1 gal”)
• Sales Market: Which market this product is for
• Priority: Standard, High, or Urgent
• Must Deliver By: Optional deadline

Non-Market Items:

• Item Name: Custom items or special materials
• Description: Details about the item
• Quantity: Number of items needed
• Priority: Standard, High, or Urgent
• Must Deliver By: Optional deadline

Step 3: Shipping Information

Complete delivery details:

Recipient Information:

• Customer/Account name
• Recipient name and contact details
• Company name (if applicable)

Delivery Address:

• Complete mailing address
• Country and region selection
• ZIP/postal code

Shipping Preferences:

• Preferred carrier (UPS, FedEx, DHL, USPS)
• Account number (if using your own shipping account)
• Shipping speed (Standard, 2-Day, Overnight)

Address Book Integration: Save frequently used addresses for faster future submissions.

Using the Address Book

The Address Book feature helps streamline repeat requests:

1. Click “Address Book” during Step 3
2. Search and select a saved address
3. All shipping fields are automatically populated
4. Check “Add to Address Book” to save new addresses

Request Status Tracking

Request Statuses

• Pending: Awaiting approval (external users only)
• Processing: Being prepared for shipment
• Shipped: Items have been sent
• Partially Shipped: Some items shipped, others pending
• Delivered: All items delivered successfully
• Complete: Request fulfilled and closed
• Rejected: Request denied or cancelled
• Backorder: Items temporarily unavailable

Individual Product Statuses

Each product in a request has its own status:

• Pending: Waiting for product assignment
• Processing: Product assigned and being prepared
• Shipped: Item included in a shipment
• Backorder: Item temporarily out of stock
• Rejected: Item cannot be fulfilled

Managing Your Requests

Viewing Requests

The Requests page shows your requests organized by status:

• Pending: Requests awaiting approval
• Processing: Active requests being fulfilled
• Fulfilled: Completed requests

Request Details

Click any request to view:

• Complete request information
• Product status and details
• Shipping tracking information
• Comments and updates
• Edit options (when available)

Editing Requests

Requests can be modified until they’re shipped:

1. Navigate to the request detail page
2. Click “Edit” next to the section you want to change
3. Make your changes and save
4. Note: Some changes may require re-approval

Adding Comments

Use the comments section to:

• Ask questions about your request
• Provide additional instructions
• Communicate with the fulfillment team
• Request status updates

Approval Workflow

For External Users (Distributors/Agents)

1. Submit your request following the 3-step process
2. Your assigned approver receives notification
3. Approver reviews and either approves or rejects
4. You receive notification of the decision
5. Approved requests move to processing

For Internal Users

Internal requests are automatically approved and move directly to processing.

Fulfillment Process

Once approved, requests enter the fulfillment workflow:

Step 1: Product Assignment

• Sample coordinators review requested products
• Assign actual products and sizes from inventory
• Select appropriate fill sites
• Check inventory availability

Step 2: Preparation

• Generate pick lists for warehouse staff
• Pull items from inventory
• Verify product quality and shelf life
• Package items for shipment

Step 3: Shipping

• Create shipments and assign tracking numbers
• Generate shipping labels and documentation
• Update request status with tracking information
• Send tracking notifications

Step 4: Delivery

• Automatic tracking updates from carriers
• Delivery confirmation
• Request marked as complete

Tracking and Updates

Automatic Notifications

You’ll receive email notifications for:

• Request approval/rejection
• Shipping confirmations with tracking numbers
• Delivery confirmations
• Status changes and updates

Tracking Shipments

• View tracking information on the request detail page
• Click tracking numbers for carrier tracking pages
• Monitor delivery progress in real-time
• Multiple shipments per request are supported

Communication Features

Comments System:

• Add comments to any request
• Tag team members for attention
• Receive email notifications for new comments
• Maintain communication history

Status Updates:

• Real-time status changes
• Email notifications for major updates
• Detailed tracking of request progress

Best Practices

For Requestors

1. Be Specific: Provide detailed product names and quantities
2. Plan Ahead: Submit requests with adequate lead time
3. Use Address Book: Save frequently used addresses
4. Set Priorities: Use priority levels appropriately
5. Monitor Progress: Check request status regularly
6. Communicate: Use comments for questions or special needs

Request Planning

1. Batch Similar Items: Combine related products in one request
2. Consider Timing: Account for processing and shipping time
3. Verify Addresses: Double-check shipping information
4. Note Special Requirements: Include handling or delivery instructions
5. Set Realistic Deadlines: Allow sufficient time for processing

Shipping Considerations

1. Choose Appropriate Speed: Match shipping speed to your timeline
2. Provide Complete Addresses: Include all necessary address details
3. Consider International Shipping: Allow extra time for customs
4. Use Your Account: Provide shipping account numbers when applicable
5. Plan for Weekends: Factor in business days for delivery

Troubleshooting

Common Issues

Request Stuck in Pending:

• Check if approval is required
• Contact your designated approver
• Verify all required fields are completed

Product Not Available:

• Items may be temporarily out of stock
• Check for alternative products
• Consider partial shipments

Shipping Delays:

• Monitor tracking information
• Account for carrier delays
• Contact customer service for urgent issues

Address Problems:

• Verify address accuracy
• Check for special delivery requirements
• Update address book entries

Getting Help

1. Use Comments: Ask questions directly on the request
2. Contact Support: Reach out to your account manager
3. Check Status: Review request and product statuses
4. Update Information: Ensure contact details are current

Priority Handling

Urgent Requests:

• Use sparingly for true emergencies
• Provide clear justification in comments
• Expect expedited processing
• May incur additional shipping costs

Planning for Success:

• Submit requests early when possible
• Maintain accurate address book
• Communicate special requirements clearly
• Monitor request progress actively

Request Types

Standard Product Requests

• Catalog products with established inventory
• Standard processing times apply
• Regular shipping options available

Custom/Special Requests

• Non-market items
• Special formulations
• Custom packaging
• Extended processing time may be required

Recertification Requests

• Product retest samples
• Special handling requirements
• Specific quantity and timing needs
• Integration with quality processes

International Requests

• Additional documentation required
• Customs and duty considerations
• Extended shipping times
• Special packaging requirements

This comprehensive system ensures efficient request processing while maintaining clear communication and tracking throughout the fulfillment process.