After Hours Solutions


*If you are using workflow navigation, please click Activities under the menu on the left side of your screen before you follow the steps to resolve your problem.


Question: I am having trouble logging in. How do I have my password reset?

Answer: Any user that has a higher level of access than you can reset your password. This would typically be a district manager. There are often office personnel at your supplier and/or upper management employees within your company that would have an access level that is high enough to reset your password. In order to reset your password, they should relocate to the Account Console and click Users. They should find your user name in the list and click Edit. They can then enter a new password, confirm the new password, and Save Changes.


Question: My order is missing. How do I add an order?

Answer: You can add a missing order by clicking Orders, selecting the Add Orders tab, and choosing Template. You should select which order type that you need to generate.

  • Purchase if it is an order that you are buying from a supplier.
  • Sales if it is an order that you are supplying. 
  • Work if it is an order that you are producing for yourself. 

Choose the correct Date and Shift, then click Generate Orders.


Question: I tried adding my order, but it still isn't there. What do I do now?

Answer: If you have tried adding an order and it did not generate, there are a few things that you can check. Blackout adjustments, no quantities entered in your template, and template dates are all things that could prevent an order from generating. 

  • To check for blackout adjustments, click Orders and choose the Adjustments tab. If you see a blackout adjustment listed that includes the date you are trying to generate orders for, then you should edit that adjustment and correct the dates. 
  • To check that there are quantities in your template, click Orders and choose the Templates tab. Click Edit to the right of the order template for the correct order type and shift. There must be quantities entered for products on the corresponding day of the week that you are generating an order for. If you are missing quantities, click Edit All to enter your quantities then Save Changes. 
  • To check template dates, click Orders and choose the Templates tab. Click Edit to the right of the order template for the correct order type and shift.. Click Columns, Choose Date Range, and click Select Columns. If the first dates listed in the Date Range column are future dates, those will need to be edited so that your order can generate. Change the dates and click Save Changes. The second dates listed in the Date Range column will prevent products from being added to orders after that date. Delete the end dates and Save Changes. 

If you have made corrections because of any of these problems, repeat the steps for "My order is missing. How do I add an order?".


Question: How do I contact my supplier?

Answer: There are a few different ways to find contact information for your supplier. If you are provided with a delivery ticket for your order, then the supplier's contact information can be found at the top left of that paper. Suppliers will often list specific contact information on the home screen. Click Home on the top right side of your screen and look through any messages that your supplier has posted. If you do not find any contact information in the posted messages, then click the Directory tab towards the top of this home screen. This will display any contact information that your supplier has provided. 


Question: I did not receive my delivery. What do I do?

Answer: If you did not receive your scheduled delivery, then you should contact your supplier. You can follow the instructions in the answer to "How do I contact my supplier?" to find your supplier's contact information in Jera Supplyit.


Question: There are items missing from my order. How do I receive credit?

Answer: You can request a credit in Supplyit for missing items when the folder icon for that day's order is yellow. To request credit, click Orders, which will bring you to the View Orders screen. Click on the order number for the correct delivery date and the order details will display. You should choose Edit Corrections from the menu that is above the order's product listing. This will open up boxes in the Customer Corrections column. Enter a minus sign and the number of missing pieces (-6) in the box for the missing product and Save Changes. If the folder icon for that day's order is red, then your supplier would like you to request credit by contacting them directly. Suppliers will often list specific instructions for requesting credits on the home screen. Click Home on the top right side of your screen and look through any messages that your supplier has posted. If you do not find any contact information in the posted messages, follow the instructions in the answer to "How do I contact my supplier?" to find your supplier's contact information in Jera Supplyit.


Question: My store is going to be closed. How do I stop my order from being delivered?

Answer: As long as your order has not generated yet or the folder icon for that day's order is green, you can stop your order from being delivered. First, you will need to enter a blackout adjustment. Click Orders then choose the Adjustments tab and click Add. Select the correct order type and choose your supplier from the drop-down. Enter the date of the delivery that you would like to stop. Choose the appropriate shift. Then enter -100 in the Percent field and Save Changes. You will need to go to the View Orders tab and delete the order if it has already generated. The order can be easily deleted by selecting the checkbox to the left of the order and clicking Delete Selected. Any blackout adjustments that are entered before the order for that date has generated will prevent the order from generating. If the order icon is yellow or red for the date of the delivery that you would like to stop, then you will need to contact your supplier. You can follow the instructions in the answer to "How do I contact my supplier?" to find your supplier's contact information in Jera Supplyit.


Question: I made a change in my order template and my order did not change. What do I do?

Answer: Changes to your order template will not automatically affect orders that have already generated. The changes will be reflected in any new orders that generate. You do have the ability to apply the template changes to existing open orders. After you have made the changes to your template, click the Apply to Open Orders link on the top right side of your screen. 

  • Add should be selected if you are adding new product. 
  • Update should be selected if you changed quantities on existing products. 
  • Delete should be selected if you removed a product from the template. 

You can choose more than one action at a time if you are making more than one type of change. Please note that if you have forecasting enabled for a product and you change the template quantities for that product, no changes will occur in any orders. Forecasted quantities are based on sales history and that information overrides any quantities that are entered in the template when forecasting is enabled. You can always make changes to quantities in the order and call us for further assistance during normal business hours.


Question: My supplier is offering a new product. How do I add it to my template?

Answer: In order to add a new product that your supplier is producing, you should click Orders, select the Templates tab, choose Purchase, and Edit the template. Click Add, choose the checkbox for the new product, and click Select Products. You will be brought back to the order template and the new product will display at the top of the product list. Click Edit All and enter quantities for each day of the week. Click Save Changes at the bottom of your screen. If you need to update your open orders, you can follow the instructions in the answer to "I made a change in my order template and my order did not change. What do I do?"


Question: I am producing a new product for myself. How do I add it to my template?

Answer: A new product that you are producing in your location needs to be added to the list of products on the Catalog tab before it can be added to your template. You should click Administration and choose the Catalog tab. Click Add, select the appropriate Catalog and Category from the drop-downs. Select the checkbox for the product and Save Changes. To then add the product to your template, you should click Orders, select the Templates tab, choose Work, and Edit the template. Click Add, choose the checkbox for the new product, and click Select Products. You will be brought back to the order template and the new product will display at the top of the product list. Click Edit All and enter quantities for each day of the week. Click Save Changes at the bottom of your screen. If you need to update your open orders, you can follow the instructions in the answer to "I made a change in my order template and my order did not change. What do I do?" Please note that these steps will only help you add the products to your template and your orders. This process will not assign the product to units, rules, or station reports. Please call us during normal business hours for assistance with those steps.


Question: I am a new location and should be receiving my first delivery tomorrow, but I do not see any orders. What do I do?

Answer: If you do not have any future orders listed when you click Orders and select the View Orders tab, the best solution is to add a special order to get you through until our office's next business day. Click Orders and select the Add Orders tab. Special Order will be selected by default. You should select which order type that you need to generate.

  • Purchase if it is an order that you are buying from a supplier.
  • Sales if it is an order that you are supplying.
  • Work if it is an order that you are producing for yourself. 

Select the appropriate Date and Shift, then click Add Products. You should check the boxes for all products that you need on your order and click Select Products. Click Add Special Order, which will bring you to the order that will have all of your selected products in it. You can tab down the screen to enter quantities in the Starting Order fields. Be sure to click Save Changes when you are done.



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