Order Hardware

Order phones and DECT equipment for any account on your platform, without emailing anyone. You build the order, get live shipping prices from our distributor, and pay for it yourself.

:::note Alpha This is an early release, and pages marked alpha may change. Paying for an order yourself is switched off by default — ask DialStack to enable payment for your platform. Until then, you can submit an order as a request. :::

Before you start

Two things must be in place, and the portal will tell you if either is missing:

• A current resale certificate. Hardware is sold to you for resale with no sales tax computed on it, so ordering is blocked until one has been accepted. See Resale Certificate.
• A verified default bank account. Orders are paid by ACH debit from your platform's default bank account at checkout. See Payment Settings on your platform. The first bank account you verify becomes the default on its own; after that, the default only changes when you pick another one with the star. If you have accounts but none is the default, Payment Settings says so. An account paying by microdeposits cannot be used until its verification is complete.

Placing an order

Go to your platform, open Hardware Orders and choose Order hardware.

1. Choose the account

Everything on an order ships together to one account. The picker searches every account on your platform, so start typing if you have more than a page of them. Each account shows its ID under its name, so two accounts with the same name can be told apart.

Changing the account after you have started begins a new order — the cart and destination do not carry over, because both belong to the account you left.

2. Choose where it ships

A recipient is optional. Without one, the account's name goes on the shipping label.

Pick any location on that account. It defaults to the account's main location, and whichever you end up with is pinned to the order there and then — including the default. Changing the account's main location afterwards will not move an order you have already started, because freight is priced for one address and quietly rerouting it would ship to somewhere nobody quoted.

Changing the destination re-prices the shipping. Freight depends on where it is going — the same order can cost twice as much to Hawaii as to the mainland — so a price quoted for one address does not hold for another.

3. Add the hardware

Add products and quantities. Anything not yet available through our distributor is marked as such and cannot be ordered; everything else is priced at your platform's rates.

Changing the cart also re-prices the shipping, for the same reason: freight depends on what is in the box.

Snom deskphones and DECT bases do not come with a power supply, and they all take the same one. If the cart has fewer Snom power supplies than Snom deskphones and DECT bases, counting the base inside a bundle such as the M253, a reminder appears under the cart and again on the confirmation before you pay. It does not stop the order: leave it as is when the site powers its devices over PoE switches. Devices from other manufacturers are not checked.

4. Choose a shipping service

You do not have to ask for a price. Whenever the cart and the destination settle, we ask the distributor what the carriers charge to your chosen address and show every service on offer, cheapest first, with each carrier's delivery estimate.

These are live prices and they move. While a new price is on its way the ones on screen dim and read Updating prices… — they are the previous answer, kept so the section does not empty out, and the order cannot be paid against them. We wait for the cart to stop changing before asking, so working through a row of quantities costs one price check rather than one per keystroke.

The same price check tells us whether the distributor can fill the order. If it is holding part of it, the affected line is marked Currently backordered with how many are unavailable. The distributor gives no restock date, so an order with a marked line cannot be paid for: remove or reduce that line and the prices refresh. Contact support if you need that product anyway — we can look at an alternative or arrange it separately.

Pick a service. Its price is added to the order, stated separately from the goods — we pass freight through at cost and never fold it into the product price.

If you change the cart afterwards, your chosen carrier is kept and re-priced automatically. It is cleared only when that service is not offered for the new order, and then you pick again.

Choosing a service also fixes the delivery address. From that point the order ships to the address as it stood when you were quoted, so correcting that location's address later will not reroute a shipment you have already paid for.

If you do want the corrected address, reopen the draft. Opening it asks the distributor for fresh prices against the address as it now stands, which releases the old choice; pick a service from the new list and the order ships — and is charged — for the corrected address.

5. Pay

Place and pay debits your bank account for the goods plus shipping and places the order.

If you are sent to Payment Settings or to your resale certificate instead, one of the two prerequisites above is not met. The message says which, and for the bank account it also says whether you need to add one, set one as the default, or finish verifying one.

If your platform cannot pay yet

Until DialStack enables payment for your platform, you can still order hardware: build the order the same way, pick where it ships and choose a shipping service, then Submit request instead of paying. You do not need a bank account or a resale certificate for this.

Nothing is placed or charged when you submit. The order shows as Requested, and DialStack places it and arranges payment with you directly. You can still edit it until then. If we cannot place it as it stands, we decline the request with a reason, which you see on the order; fix it and submit again.

Ordering while you create an account

If you add hardware when creating an account, the next step is the order itself: choose where it ships and a shipping service, then pay or submit the request. Finish later takes you to the account instead; the order is kept as a draft under Hardware Orders.

Orders that need your approval

With customer ordering on, a draft you build can be sent to the customer with Send to customer for approval instead of being placed now. The customer approves it from their account.

When customer ordering is on (see Customer ordering in Platform settings), every order is approved by the customer, and an order above your approval threshold also needs your approval. Sending an order you built to the customer is your approval, recorded with the threshold at that moment. An order the customer built, or one whose approvals a price change reset, needs you to approve it after the customer. The Built by column on the hardware orders list shows whether you or the customer built each order. The Needs your approval button on the list shows how many orders are waiting on you and filters the list to them. Open the order to Approve it (the last approval places and charges it, as checkout does) or Decline it with a reason, at the bottom of the order. An order waiting on approval opens read-only, shows Sent to customer while it waits on the customer, or Needs your approval once it waits on you, and cannot be edited; declining it returns it to a draft with your reason. If checkout refuses at the last approval (for example, no resale certificate on file), the order stays pending with its approvals; once the cause is fixed, Place order at the bottom of the order places it. The order page shows an Approval record for each approval (who approved, when, from which IP address and browser, and for yours the threshold) with a Print button to file it.

Deleting a draft

A draft you no longer want can be deleted, from the order itself or from the Hardware Orders list. This is permanent. It works on a requested order too, which withdraws the request. A placed order cannot be deleted.

After you order

Right after you pay, the portal offers to Set up devices: it opens the account's Devices page filtered to this order, where you choose who gets each phone and where it goes. Phones set up before they ship arrive ready to use. Choose Later to skip it; the order stays one filter away on the account's Devices page.

The order appears in Hardware Orders with the account and its ID, where it ships, its PO number, what you paid and its status. Once it ships, each tracking number appears under the address, with a button to copy it and, for UPS, FedEx and USPS, a link to the carrier's tracking page. Orders move to fulfillment, where DialStack releases them to the distributor.

You cannot change an order once it is placed — its contents, price and destination are all fixed at that point. Contact support if something is wrong with one.

Order details

Open an order from Hardware Orders to see its Order details:

• Account: the account the order is for, with its account ID underneath.
• Ship to: the recipient and address on the shipping label.
• PO number: the purchase order number the distributor holds the order under. Quote it when you match the order against your invoice or contact support about it. The PO is assigned once DialStack places the order with the distributor, so until then the row explains why it is empty. A rejected order, and an order from a sandbox or demo account, never gets one.
• Tracking: the carrier and tracking number for each parcel, once the order ships. Copy a number with its button, or open the carrier's tracking page (UPS, FedEx, USPS) from the link beside it.

Common questions

Why can I not see shipping prices? You need an account, a destination and at least one orderable product before anything can be priced. The shipping section says which is missing.

Why did my price disappear? Editing the cart or the destination clears it, because both change what freight costs. Quote again.

Why can I not pay yet? Checkout waits for a shipping service to be chosen, and for any edit you have made to finish saving. An order with no shipping price is not a free-shipping order, so it cannot be completed.

Why is a line marked backordered? Our distributor reported, on the latest price check, that it cannot ship some of that product. We will not charge you for goods we cannot send and have no date for, so checkout is blocked until the line is removed or reduced.

Can I delete a location an order ships to? Not while an order still needs it. Delete it once the hardware has arrived, or point the order somewhere else first.