What is the status of my order?

Order State

Description

Quote

You requested a Quote from Well & Able.

We do not action a quote as at this time you have not asked us to do anything.

New

A New order has just been placed with us and at this stage we are determining how payment will be processed and what stock is available to fulfil the order.

If an invoice is unpaid and it is:

• Self Managed, it will be sent to the Client, for payment
• Plan Managed, it will be sent to the Plan Manager, for payment
• NDIA Managed, it will be sent to the Well & Able accounts department to process the claim on the NDIS portal

If we aren’t sure how payment will be made we will usually email the person who placed the order to ask.

Stock availability:

• If stock is available
  • the order will be put into Pending Dispatch, if we are waiting for payment
  • or Pack if it has been paid.
• If stock is not available
  • the order will be put into New Backorder.
• If you have ordered more than 1 product and part of the order is in stock and part of the order is not, the order will be split into 2 orders and the orders placed into the relevant states as above.

Pack

An order in Pack is in the process of being prepared to be dispatched.

You should receive an email shortly with a tracking number.

Pending Dispatch

An order in Pending Dispatch is waiting for something to be done, usually it is waiting to be paid.

Dispatched

A Dispatched order has already been sent to you.

New Backorder

An order in New Backorder is waiting for an order to be placed with our supplier. This is done at most monthly, but orders with some suppliers are done more frequently.

Note that only orders that are paid are ordered from our suppliers and moved to Backorder Approved.

Backorder Approved

An order in Backorder Approved has been ordered from our supplier.

Orders can take up to 10 weeks to arrive depending on the supplier. See the description of the product under Delivery Timeframe to see an expected timeframe for your order to arrive.

On Hold, Uncommitted

An order that is On Hold or Uncommitted is usually pending an action by a Well & Able staff member or a plan manager, therapist or client.

Cancelled

This order as been Cancelled at the request of the client