Logo Factory Order Workflow

Every order at Logo Factory follows this nine-step process, from the first customer inquiry through production, fulfillment, and customer follow-up. Each step supports accuracy, accountability, and a consistent customer experience.

 

1. Gather Customer Information and Prepare the Quote

1.1  Customer service responds promptly to inquiries received by phone, email, website, or walk-in. Check for an existing customer record in DecoNetwork and obtain or verify the company name, contact person, phone number, email, billing address, and shipping address.

1.2  Confirm product styles, colors, sizes, quantities, decoration methods, artwork locations, and required delivery date. Prepare an accurate quote in DecoNetwork, including all applicable charges.

1.3  Enter a brief job description in the notes that matches the artwork and specifies the decoration method, placement, colors, and exact dimensions.

Example: “Screen print left chest 3.5W" and full back 11"W in black and white ink.”

 

2. Follow Up and Schedule the Approved Order

2.1  Customer service reviews open quotes and follows up on Tuesdays and Thursdays. For quotes of $500 or more, call the customer approximately 10 minutes after sending the initial quote email.

2.2  Once the customer approves the order, customer service adds it to the two-week rolling whiteboard schedule. Follow production capacity standards to avoid overbooking. Use the number of prints for screen-print scheduling.

2.3  Review and update the full schedule on Monday mornings. Check it daily, adding new orders and revising the schedule as needed throughout the week.

 

3. Review Artwork and Obtain Proof Approval

3.1  Customer service checks that artwork is available in the appropriate print-ready or production-ready format and verifies dimensions, colors, placement, and decoration requirements.

Send the proof with a clear note and obtain customer approval.

Handle artwork issues internally whenever possible. Contact the customer when a clear question or necessary update requires their involvement.

 

4. Confirm and Release the Order to Production

4.1  Customer service confirms customer approval of products, quantities, pricing, artwork, and delivery expectations. Verify that artwork approval is recorded in DecoNetwork.

4.2  Verify payment terms, payment status, shipping address, and shipping method. Convert the approved quote into an order in DecoNetwork and release it to production.

 

4.3  Rush or Priority Orders: Customer service selects the Priority button within the DecoNetwork order screen. Set the Ship By date to reflect the required in-hand date, and enter the in-hand date on the first line of the order notes.

Schedule the job on the whiteboard, followed by an exclamation mark (!) to indicate a must-have event.

4.4  Notify Purchasing Manager of ther Priority Order so the purchase order for the required merchandise can be expidited.  Always try to batch the rush PO with other items to take advantage of the free freight option.

 

5. Purchase, Receive, and Stage Merchandise

Purchasing Schedule and Authority

5.1  The purchasing manager places purchase orders on Mondays and Wednesdays whenever practical. Additional purchase orders may be placed for priority customers or priority orders.

5.2  Authorized customer service staff may directly release a purchase order for a single approved customer order that independently meets the vendor’s free-freight minimum and requires no substitutions or special handling. Qualifying orders may be released outside the regular purchasing schedule.

5.3  Purchase orders requiring batching or exceptions are handled by the purchasing manager.

Vendor Batching and Free Freight

5.4  Batch purchase orders by vendor to meet the following free-freight minimums:

• SanMar: $200

• S&S: $100

5.5  Keep each purchase order as small as practical while meeting the free-freight minimum. If an order falls below the minimum, combine it with another pending order to qualify for free freight.

5.6  Group online-store orders for the same company or logo together on the same purchase order. When combining different customers, avoid including identical garment styles, colors, and sizes for those customers on the same purchase order whenever possible.

Receiving and Staging

5.7  Merchandise control receives and checks incoming garments against the order for correct styles, colors, sizes, quantities, and condition. Identify any shortages, damage, or discrepancies.

5.8  Label individual-piece orders with blue tags showing the order number. Sort merchandise by order and place it in the appropriate bin or shelf to stage for production.

5.9  Confirm that each order is on the whiteboard schedule.

 

6. Verify and Produce

6.1  Production follows the whiteboard schedule and the applicable departmental procedures for screen printing, embroidery, DTF, UV printing, or other decoration methods.

6.2  Before decorating, each department’s operator checks the garments against the order and confirms that the job notes and approved artwork match, including decoration method, placement, colors, and dimensions.

6.3  If they match, proceed with production. If they do not match, pause production and take the order back to customer service for clarification before proceeding.

Pending Orders

6.4  Orders involving multiple production methods remain pending until all items have been produced.

6.5  The operator completing the first items marks those items as produced in DecoNetwork and prints the order slip. Draw a line through each completed item’s part number on the slip. Leave unproduced items uncrossed. Place the completed goods and order slip in the pending bin. Do not mark the order as shipped.

6.6  Each subsequent operator follows the same process for their completed items.

6.7  The operator completing the final production checks DecoNetwork for items already marked as produced, retrieves the matching goods from the pending bin, and confirms that all items and quantities are complete.

6.8  The final operator is responsible for the full packing and shipping of the order, following all requirements in step seven.

Record Waste

6.9  When merchandise is damaged during production, the operator must record the waste in DecoNetwork immediately so the damaged item can get back into the production schedule.

6.10  On the order screen, select the “X” in the Produced column for the affected item, click the production item number, and record the waste.

6.11  Recording waste returns the affected item to the purchasing queue so a replacement can be ordered during the next purchase-order run.

6.12  Mark the remaining items appropriately in DecoNetwork and on the order slip, following the Pending Orders procedure. Place the completed goods and order slip in the Pending Orders bin while awaiting replacement items. Do not mark the order as shipped until all items have been produced and the order is complete.

6.13  Reschedule the 'Redo' on the white board.

 

7. Finish, Pack, Document, and Route the Order

7.1  Production inspects the completed merchandise for quality, accuracy, and completeness. Count, fold, and pack the order in a swag bag or box as appropriate. Include the free gift and marketing materials.

7.2  Apply the package label as follows:

-Boxes: Place the label on the upper left-hand side of the box.

-Swag bags: Place the label directly underneath the swag bag logo, on the same side.

Keep the label and package branding visible from one side, and remove all previous shipper labels from reused boxes.

7.3  The production operator performs a post-production order review. Clean up the notes and artwork in DecoNetwork so the record accurately reflects what was actually produced, including decoration method, placement, colors, dimensions, and any changes or special instructions. Verify that artwork and production files are saved in their designated locations for future reorders.

7.4  Clean and organize workstations, equipment, and staging areas.

Before fulfillment and before selecting “Shipped,” verify shipping instructions, shipping address, shipping method, payment status, and payment terms a second time.

7.5  If a balance is due, circle the order number on the packing list with a Sharpie to alert customer service that payment is owed at pickup.

7.6  Complete the appropriate production and shipping records in DecoNetwork and generate any required shipping documentation. Select “Shipped” to trigger the appropriate automated customer notification.

7.7  Place the completed order in the designated shipped, pickup, or delivery area. Dispatch orders requiring shipment or delivery according to the confirmed instructions.

 

8. Complete Customer Pickup

8.1  At pickup, customer service checks the packing list for a circled order number and collects any outstanding balance before releasing the order.

 

9. Follow Up and Build Repeat Business

9.1  Every Thursday, customer service follows up on orders picked up or delivered during the previous Monday through Sunday. Use confirmed pickup or delivery dates to determine which orders need follow-up.

9.2  Thank the customer, ensure satisfaction, and resolve any outstanding concerns. Ask about future projects or reorders and discuss opportunities for additional products, Swag Shops, or other Logo Factory services. Request referrals and/or social reviews.

Document meaningful customer information and place on calander for future sales follow-up.

 

Keep Friday focused on getting orders out.

The Logo Factory Standard: An order is not complete simply because the merchandise has shipped. It is complete when the customer has been served, production records are accurate, artwork is properly stored, and the opportunity for future business has been addressed.