FAQs

How long will my Partwork Order remain on Back Order?

Partworks remain on back order for 9 months. You will receive an email when any partworks backorders are cancelled.

Am I able to see if my Partwork Back Order has been dispatched?

This is currently not available in Gotch Connect. Please contact Customer Service for this information.

I did not receive my Partwork Standing Order in full, what do I do?

If the total supply does not cover all orders, we are not able to supply you your requested amount. Please use the extras functionality to place the title/issue on back order.

What happens if I Order Extra's of a Partwork title and it is not available?

Supply of Partwork orders is made dependant on stock availability with no order fulfilment guarantees given. Where a Partwork is not immediately available a Partwork backorder is created which can be tracked through the Partwork Backorders option. Please refer to the Partworks Order Policy for more information.

I have forgotten my password. What do I do?

Your account security is of paramount importance to us, so in the event that you forget your password, you will no longer be able to reset it yourself. Instead please contact the customer service team on 1300 650 666 or email them at contactus@gordongotch.com.au. Please note operating hours are Monday – Friday / 8.00am - 5.30 pm (EST).

I have received an e mail with a link to "View My Order" - when I click on that link I see a list of orders with various Order Status values - what do those values mean?

New: This is the next order to be created by the retailer. It will never have anything in it. There will always be a new order waiting for the retailer.

Saved: The retailer has added titles to an order and saved them, but not yet submitted the order. It will remain in the web database until the order is submitted

Submitted: The retailer has submitted the order so it will be sent to G&G for processing if there is no approval required. If approval is required it will be sent to Customer Service.

Reviewed: A Customer Service team member has reviewed and re-submitted the order to G&G for processing.

A Recall Date has changed on a product I have been supplied, do I need to do anything?

Where a recall date change has been made this title will update in our system and only appear on the new recall week assigned. You will need to take steps to record the new recall date within your systems and processes that you use in your shop. Please refer to the Recall Date Change Policy for more information.

How do I sign up to Gotch Connect?

In the top right corner, click on the "Register" option. Follow the prompts and complete your details and submit. You will receive e-mail notification within 7 days of your login and password details. If this does not occur, please contact our local customer service centre.

Can I change my password?

Your account security is of paramount importance to us, so in the event that you want to change your password, you will no longer be able to reset it yourself. Instead please contact the customer service team on 1300 650 666 or email them at contactus@gordongotch.com.au. Please note operating hours are Monday – Friday / 8.00am - 5.30 pm (EST).

I have a new e-mail address, can I update it online?

This option is currently not available online. Please contact your local customer service centre to advise these details.

What happens to my On Time and Supplementary Returns once they have been submitted?

Data from these forms is immediately taken to our ERP (Early Returns Process) system and the return lodged against the title/issue. Please refer to the returns policy for more information.

If I Order Extras online am I guaranteed to receive them?

Supply of extras orders is made dependant on stock availability with no order fulfilment guarantees given. Should stock not be available, you will be notified by e mail the next day. Please refer to the extras policy for more information

If I Order Extras online when I will receive them?

Where stock is available your order will processed and dispatched within 2 working days. Allowance for delivery times should be made when considering when the physical stock will be received.

NB: Customer service invoices can take from 2 to 10 working days for packing and delivery from Sydney.

If I enter a Standing Order online am I guaranteed to receive my nominated amount?

There is no guarantee that you will receive the exact amount. The order will be taken into account, but must be considered in line with other overall drivers such as total print supply. Please refer to the standing orders policy for more information.

Why did I receive an amount different to what Enquire On Future Supply advised?

The forecast supply figure displayed in your title search is an approximate estimate only of the supply that you might receive of the next issue. There is no guarantee that this will be the actual supply that you receive.

Why does my future supply say zero?

This is because the warehouse has not yet marked the invoice as being ‘ship confirmed’.