Overview
Ordermentum manages the ordering, payments, and account experience between venues and suppliers — but we do this on behalf of the supplier. That means some issues are best handled directly by the supplier (and will be resolved faster that way), while others are handled by the Ordermentum team. This guide helps you quickly work out who to contact so you get the right help, right away.
When to Contact Your Supplier
Contact your supplier directly for issues related to the physical order, delivery, or product condition.
Common Scenarios
Scenario | Details / Examples |
Order Cancellation & Refund Request | Requesting an order to be cancelled or refunded. |
Following Up on Delivery | Asking for delivery updates, timing, or tracking details. |
Order Issues | Items missing, incorrect, damaged, spoiled, or the order didn’t arrive. |
Order Updates | Requesting changes to the delivery date or address. |
Tip: Suppliers handle issues related to what was ordered, how it’s delivered, or the condition of the items.
How to Contact Your Supplier
To get your supplier’s contact details, go to your Dashboard, select the supplier, and open the About screen.
To start a chat with your supplier:
Tap the chat bubble icon
.
Select the supplier’s name.
Start your chat directly from the app.
When to Contact Ordermentum
Contact Ordermentum for issues related to the platform, your account, or technical integrations.
Common Scenarios
Scenario | Details / Examples |
Technical Issues (App or Website) | App crashes, login errors, website latency, failed registration, verification issues. |
Managing Payment Details | Adding, updating, or removing credit cards or other payment methods. Resolving payment method errors. |
Integration or Sync Errors with Accounting Software | Syncing supplier invoices, missing invoices, or other accounting sync issues. |
Unable to Connect to a Supplier | Technical issues preventing connection to a supplier in the app. |
Managing Notifications | Issues with receiving or managing system notifications. |
Duplicate Venues / Merge Requests | Requests to merge duplicate venue accounts. |
Updating Business Details | Changing email addresses, delivery addresses, or other account info. |
Account Closure Requests | Guidance on closing accounts after selling a business or permanent deactivation. |
Troubleshooting MFA Errors | Issues with verification codes, app-based MFA, or access errors. |
Order Issues (Platform Related) | Problems placing orders, error messages, or issues preventing order submission. |
Tip: Ordermentum handles issues related to using the platform, managing your account, or syncing and integration problems.
How To Contact Ordermentum
To contact Ordermentum Support, go to Settings > Help and Support. From there, you can:
Chat with our support team
Send a support ticket
Call us directly
Quick Reference: Who to Contact
Contact your Supplier if…
The issue is about the order itself
The delivery is late, missing, or incorrect
You need a refund or cancellation
Something arrived damaged or spoiled
Contact Ordermentum if…
You can’t log in
The app isn’t working
You need to update payment methods
You have issues with Xero/MYOB sync
You need help managing your Ordermentum account
Troubleshooting
Order not delivered? Contact your supplier directly.
App keeps crashing? Restart or uninstall and reinstall your device, then contact Ordermentum.
Payment method not updating? Contact Ordermentum to verify account and card details.
Duplicate venue accounts? Submit a merge request via Ordermentum Support.
FAQs
Q: My order is late. Who should I contact?
A: Contact your supplier to check delivery status and tracking details.
Q: I can’t log in to the app. What do I do?
A: Contact Ordermentum Support to resolve login issues or MFA errors.
Q: Can Ordermentum issue a refund?
A: No, refunds are handled by your supplier. Contact them directly.
Need More Help?
Use the Help chat in the bottom-right corner or email support@ordermentum.com. Support typically responds within 24 hours on business days.