Custom Order Intake
Please review training and SOP below and then take the custom order intake quiz. You must pass to begin taking orders!
Custom Order Intake Overview– Flex Associate
Flex Associates may intake custom orders but may NOT quote pricing or approve artwork.
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STEP 1: Gather Basic Info​
STEP 2: Artwork Submission
STEP 3: Set Expectations
STEP 4: Internal Handoff and trello card creation
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FAQ
Customer asks for pricing?
âž¡ Respond with:
“Pricing will be reviewed by our team once artwork is submitted and blanks are confirmed.”
⬆ Escalate only if customer insists.
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Customer asks if artwork is usable or print-ready?
âž¡ Respond with:
“Our team will review the artwork and follow up if any adjustments are needed.”
⬆ Do not evaluate artwork right then and there.
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Customer asks for guaranteed turnaround or rush?
âž¡ Respond with:
“Our team will review timelines once artwork is submitted. Our turn around time is typically 7-10 business days after artwork is finalized and payment is received. What day did you need the order in-hand by?”
⬆ Escalate to management if deadline is urgent and explain that we do have rush fees.
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Customer wants an exception to policy?
âž¡ Do not approve.
⬆ Escalate to management.
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REMINDERS
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You are intaking information, not finalizing orders
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Artwork authorization is mandatory
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When unsure → pause and escalate