Any Special Service requested of OWD’s customers are completed through a Work Order and will be billed at standard hourly Work Order rate listed in the agreement. Special Services include any service not explicitly listed and priced in the agreement.

The customer can either enter work orders themselves or contact their designated Fulfillment Specialist to set up a one-time or recurring Work Order. Any time your Fulfillment Specialists spends submitting Work Orders on your behalf will be billed at the hourly rate listed in your agreement.

Work Order Email Addresses:

Mobridge Work Order Email: dc1workorders@owd.com
Mira Loma Work Order Email: dc6workorders@owd.com
Columbus Work Order Email: dc7workorders@owd.com

Work Order Entry Instructions:

1. Start an email to the appropriate address from the list above.
2. The email subject must contain Customer Name and a short description of request.
   
   1. Example: “Client Name” Kit Request
3. In the body of the email, write a detailed description of your Work Order request. Each request must contain the OWD ID (this can be found on the inventory page in OWD’s portal), the item number/SKU, and any quantities that may need to be moved, kitted or adjusted.
   
   1. Example 1 (Inventory Move): Please move 1 pack of SKU 123 (owd id: 456) into 10 of single SKU 789 (OWD ID: 1011).
   2. Example 2 (Kitting Request): Please remove 10 of SKU A (OWD ID: 0001), 10 of SKU B (OWD ID: 0002), and 10 of SKU C (OWD ID: 0003) from inventory and bag them together to create 10 of kit SKU ABC (OWD ID: 123).
4. By sending the email the Work Order is submitted. After the Work Order is submitted, the customer will receive an email acknowledging the receipt of the Work Order. Additional notifications will be sent to the customer when the Work Order is in progress and when the Work Order is completed.

OWD will begin a Work Order when all necessary information is received. In the event the above instructions are not followed, OWD will respond asking for any missing details, and SLA will be reset when all information is sent to the warehouse.

Work Order SLA:

Work Orders submitted according to the above guidelines will be completed within 48 business hours after submission. Upon review of the Work Order, OWD may require additional time to complete the request, at which time the customer will be notified.

Work Order Quotes:

Customers may request Work Order quotes, which are cost estimates based upon information the customer provides. Work Order quotes may not include all supplies, hours of work or unexpected project costs. OWD does not guarantee that the estimate provided will be the actual amount billed. OWD specifically disclaims liability for any project activities conducted at the customer’s request that results in modification, damages, changes or errors to customer’s product or packaging.

OWD reserves the right to complete tasks under a Work Order for services that it deems at its sole reasonable discretion to be excessive or abusive.