For Teams
Get help with a team order
Where to click when something about a team order needs a person, what to have ready, what the assistant can answer on its own, and our promise: a person replies within one business day.
Every page of your team dashboard has a Talk to a person entry at the bottom of the sidebar. It opens a conversation with the Printonic team that already knows which team you are and, when you start it from a team order page, which team order you mean.
Our promise to team accounts: a person replies within one business day (Monday to Friday, Pacific time). Most questions about where a gift is get an answer straight away from the assistant, and you can ask for a person at any point.
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Dashboard sidebar, bottom
Click Talk to a person
The entry sits just above Settings on every team page. The message opens with your team name filled in, so you do not have to explain who you are.
If your browser blocks the messenger (for example when functional cookies are declined), the same entry opens an email to support@printonic.com with the same details filled in. - 2
Dashboard > Team orders > your team order
Start from the team order when it is about one
Open the team order first and click Talk to a person from there. The conversation then carries the team order number, and the person picking it up sees the recipients, addresses, shipments and tracking without asking you for them.
For one recipient, mention their name or the shipment id shown on the manifest row (it looks like ord_00012345). - 3
The conversation
Ask the assistant where a gift is
Type the team order number (for example team order #77) or a recipient's shipment id. The assistant answers from the live manifest: how many recipients have claimed their gift, how many are still waiting for an address, and what has shipped or been delivered, with tracking.
The assistant uses the same words as your dashboard: recipients, waiting for an address, claimed, shipped, delivered. It never promises a refund, a reprint or a delivery date on its own. - 4
The conversation
Ask for a person
Say you want to talk to a person and the conversation is handed to the Printonic team with everything the assistant already found attached. You get a reply within one business day, usually much sooner during Pacific business hours.
You never need to ask twice: a second request for a person hands the conversation over automatically. - 5
Behind the scenes
What we watch without being asked
A shipment that has not started production within two business days, a rush shipment past its ship-by date, and recipient links that expired without an address are flagged to our operations team automatically, together with your team name and the team order. You will hear from us if something needs your decision.
Expired links are also shown on the manifest with Resend link, Enter address and Cancel this gift, so you can act without waiting.
Good to know
- Have the team order number ready (top of the team order page); it is the fastest way to the right answer.
- For address changes, start the conversation from the recipient's row before the gift ships. After a label is printed the address cannot change.
- Finance questions (invoices, statements, net terms, tax exemption) belong to Invoices and statements in the sidebar; the same Talk to a person entry reaches the people who handle them.
Common questions
How fast do you reply?
Within one business day for team accounts (Monday to Friday, Pacific time). The assistant answers status questions immediately, around the clock.
Can a recipient contact you directly?
Recipients do not have a Printonic login. If a recipient reports a problem with a gift, open the team order, find their row, and start the conversation from there; we handle it with you.
Who sees the conversation?
The Printonic support team and, for anything about production or shipping, our operations team. Conversations are tied to your team account, not to a personal login, so a colleague on the team can pick up where you left off.
Related guides
Send one gift to many people with a team order
Pick a gift, add your recipients, pay once. Send each person a link so they enter their own shipping address and pick a size, or upload a spreadsheet of addresses in the US, Canada, the UK, Australia, Germany, France, the Netherlands, Italy or Spain. Add a printed card to every parcel, download a quote with your PO number, and export the manifest for finance.
Set up a team account with approvals
Create a Printonic for Teams account, invite the colleague who approves spending, learn what owners, approvers and requesters can do, and see how a team order goes from request to approval to production.
Billing for teams: funding, invoices, statements, payments and cost centers
One Billing page built for accounts payable: fund the team balance by card, bank transfer or a deposit invoice; pay team orders by invoice on net terms; download every invoice, receipt and statement as a PDF printed with your company details; export payments and spend by cost center for your finance system.
Plan an order for a trade show, conference or launch event
Check the date first, then choose bulk to the venue or one parcel per attendee. Rush production, venue delivery windows with a booth number, mixed sizes in one grid, and kit assembly are all built in.