Tradebox helpdesk normal opening hours are Monday-Friday 9:00-12:00 and again 13:00-17:00. During these hours we're available for support with the program and licence renewals by phone on 0191 2574707 and email.
Over the Christmas period we'll be making the following changes to our normal opening hours:
Fri December 7th - 9:00-12:00, closed PM
Mon December 24th - closed
Tue December 25th - closed
Wed December 26th - closed
Thu December 27th - open as normal
Fri December 28th - open as normal
Mon December 31st - 9:00-12:00, closed PM
Tue January 1st - closed
Wed January 2nd onwards - open as normal 9:00-12:00/13:00-17:00
If you need to get in touch out of open hours, you can email support@tradebox.uk.com for tech support, or sales@tradebox.uk.com for licence queries and renewals. We'll action and respond to all inbound contact on our next working day.
We'd like to take this opportunity to thank all our users for their custom and to wish you all a very merry Christmas and a happy new year 2019!
Best regards,
Team Tradebox
Renewals
Please be aware that licence renewals are only processed during our office open hours. If your licence is due to expire between 22/12/2018 and 02/01/2019 we'll try to make contact with you to ensure your renewal is processed ahead of time.
Advice for users re-opening Tradebox after an extended closedown period
If you're closing down over the festive period and your Tradebox system won't be left running unattended, when you are ready to resume processing you'll need to check a couple of things to make sure your Tradebox system can catch up on any orders from the inactive days:
Tradebox One
In Channels, double-click each sales channel in turn and check the Days To Download field on the right side of the Details screen is sufficient to cover the days that the system has been closed. To make sure you're covering any overlaps with timestamps, it's best to set this field to one day higher than you've actually been closed; e.g. if the computer that runs your data service has been off for 11 days, set the field to 12. Click Save to retain your changes.
Repeat this for each sales channel. Your first few download cycles after reopening are likely to be slower than normal. Once you've caught up, remember to go back and set Days To Download back to your normal choice for optimal speed; the default setting is 7 and the minimum is 3.
CSV channels don't have a 'days to download' field, they'll read any orders that are presented in the order file regardless of date. If you have an FTP server set up with automated file export and this always contains enough historic information to cover your closedown period, no action is required. If you run a manual process to export the CSV order file and present this to Tradebox, make sure to run the export for a sufficiently large date range to cover your closedown period.
Tradebox Finance Manager
Go to Sales Channels under the Information heading on the left, and double-click each sales channel in turn. In the details tab, most channel types have a Days To Request Sales For field towards the bottom of the screen; if this is present in your channel, make sure it's set high enough to cover the days that the system has been closed. To make sure you're covering any overlaps with timestamps, it's best to set this field to one day higher than you've actually been closed; e.g. if the computer that runs your data service has been off for 11 days, set the field to 12. Click Save & Close to retain your changes.
CSV channels don't have a 'days to download' field, they'll read any orders that are presented in the order file regardless of date. If you have an FTP server set up with automated file export and this always contains enough historic information to cover your closedown period, no action is required. If you run a manual process to export the CSV order file and present this to Tradebox, make sure to run the export for a sufficiently large date range to cover your closedown period.
Amazon channels don't have a 'days to download' field. If you've set Tradebox to use your MWS credentials to automatically retrieve the Amazon order report and/or FBA fulfilled shipments report (i.e. you don't normally log in to Amazon and request the reports yourself for Tradebox), Tradebox only ever requests a 7 day report. If this doesn't cover your closedown period, you'll need to manually request the Amazon order reports following the steps covered in this guide.
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