MobiOrder frequently asked questions and troubleshooting

MobiOrder uses your email address and password set up in the User Master in Inform. Make sure the MobiOrder check box has been selected for your user account and that you are entering your case-sensitive login credentials exactly as they are entered in Inform. Also, to protect sensitive information, the site will log out a user automatically after a period of inactivity. If you are also an eCommerce user, when the system logs you out, it will redirect you to the eCommerce login page rather than the MobiOrder page. Make sure you are logging in to the MobiOrder site.

We recommend using the latest versions of Microsoft Edge, Firefox, or Chrome to access the site. Keep in mind that security settings on these browsers may cause issues if they are set too high. Internet Explorer is no longer supported.

The order is immediately entered in Inform with the Writer specified in your Inform eCommerce Screen. Contacts set up to receive email notifications will receive an email saying that an order has been placed, along with the customer who placed the order. With the proper web permissions, the customer can review the order under the Order Info >Order Status tab of the eCommerce site.

You can change the default in File>Company>Master, Default Internet Branch Code.

First, double-check that you included all of the necessary information for the order. If your distributor requires a purchase order number and you did not enter one, the order will not go through.

Second, see if your login timed out. When you have been logged in to the site and inactive for an extended period of time, the site automatically logs you out to protect sensitive information. You can log back in and still access the Shopping Cart to complete your order.

If you are having trouble navigating the site or placing orders, it could be due to the browser that you are using. We recommend using the latest version of your web browser for online ordering. eCommerce is NOT compatible with Internet Explorer 6.

Wait a few moments, and then try again. If this error continues, contact your seller.

This error could be the result of insufficient licenses. Make sure you reserve an extra license in the Company Master.

Users can view all of the products included on the Order Pad (with the exception of hidden items), and see the Unit of Measure, Current Price, Web Category, Last Purchase Date, and Last Purchase Quantity for each product. Quoted items will display in green on the Order Pad.

Yes. Your Order Pad only displays products purchased in the past. Once you have added products to your Shopping Cart from the Order Pad, you can use the Web Categories and Search functions to add products.

First have your users' check their Spam folder.

If mail is not going to the Spam folder, check the Inform configuration: Make sure that each user that is set to be notified in Inform eCommerce >Options also has a valid email address entered in the User Master. Also verify that these users' initials are correct on the Inform eCommerce screen.

Your entire product catalog will be available within MobiOrder. To restrict products, consider hiding the product search box form the site (select the Hide Search Box check box on the File>Inform eCommercce>Options page). Products would then only be visible through the Order Pad or by selecting Web Categories.

eCommerce shares its website configuration with MobiOrder; however, you can configure separate defaults that make this configuration possible. To learn more, please contact DDI Customer Care.

Budgets are applied to merchandise purchases only. Taxes, shipping, and freight are not included in your budget.

These products will still display in the Order Pad and are accessible through searches, but they will not display when the customer browses by category.

No. Products may belong to one and only one Web Category.

Product images should be stored in the folder specified in your Company Master in the Default Image Storage Network Path field. For more information, see Tips on linking images, S.D.S, and specs.

This can occur when two or more Sub Categories have the same code. Even if they belong to different parent Web Categories, no two sub category or sub category 2 codes may be the same. See Create categories and subcategories.

If your website was displaying correctly, but is now down, too many users may be logged in to Inform for the site to establish a connection to the database. Try having a user log out, closing your browser, and then opening the site again. We recommend that you Reserve a User License for the website. See Reserve user licenses for eCommerce

You may also try restarting your server to refresh the connection.

Your IT support should be able to Configure the Server for public access through IIS. If not, DDI can provide this service for a fee. Please contact DDI Customer Care to receive a quote for this service. This may also be included in your original Inform eCommerce 2 quote.

The Customer Purchase Analysis reporting tools are available as a separate module on a subscription basis. Please check with DDI Customer Care to ensure that you have access to this module.