❓ DrakoTrove Help & FAQ

How do I add a new employee?

Currently, employee management is handled through your company profile. Each employee should create their own account and you can assign employee codes (like "DD" or "JD") in the user settings. Employee codes help track who placed which order.

How do I remove an employee?

To remove an employee's access, contact support at hatchandhypedigital@gmail.com. Include the employee's email and your company name. We'll deactivate their account within 1 business day.

Can employees have different permission levels?

Yes! DrakoTrove supports role-based access: Owner, Admin, Staff, and Viewer. Contact support to adjust employee roles.

How do I add a new distributor?

Click the "🤝➕ Add Distributor" button on your dashboard. You'll need:

• Distributor company name
• Order email address (required - where orders are sent)
• Contact name and phone (optional but recommended)
• Business hours and time zone (optional)

How do I remove or deactivate a distributor?

Navigate to your distributors list, find the distributor, and click "Deactivate" or "Delete". Deactivating keeps historical order data while preventing new orders. Deleting is permanent.

Can I have multiple contact emails for one distributor?

Currently, each distributor has one primary order email. For multiple contacts, you can edit the distributor and update the email address as needed, or create separate distributor entries for different departments.

How do I add a new customer?

Click the "👤➕ Add Customer" button on your dashboard. Enter:

• Customer name
• Email address
• Phone number
• Shipping address

Saved customers can be quickly selected when placing orders.

How do I edit customer information?

Go to your Customers list, find the customer, and click "Edit". Update their details and save. Changes apply to future orders only.

How do I delete a customer?

From your Customers list, select the customer and click "Delete". Warning: This removes them permanently. Past orders remain intact but will show the customer name as it was at order time.

How do I place a new order?

Click "📦➕ New Order" on your dashboard. Fill out:

1. Select distributor (who fulfills the order)
2. Select or add customer (ship-to information)
3. Add products/items to the order
4. Review and submit

DrakoTrove automatically emails the distributor with all order details.

How do I cancel an order?

From the "📒 Orders Ledger", find the order and click "Cancel Order". This:

• Marks the order as CANCELLED in your system
• Sends a cancellation email to the distributor
• Updates order status on your dashboard

Important: Cancellation must be confirmed by the distributor. Follow up if needed.

What do order statuses mean?

DRAFT: Created but not sent to distributor
SENT: Emailed to distributor, awaiting confirmation
CONFIRMED: Distributor confirmed the order
SHIPPED: Order in transit (tracking number provided)
DELAYED: Shipment delayed by distributor
CANCELLED: Order cancelled
BACKORDER: Items temporarily out of stock

How do I track an order?

When a distributor provides tracking information, it appears in the order details. DrakoTrove's email ingestion system automatically updates orders when distributors reply with tracking numbers.

How do I import my product catalog?

DrakoTrove supports two methods:

• CSV Upload: Export from Shopify, WooCommerce, or your inventory system and upload
• URL Scraper: Enter your products page URL and DrakoTrove attempts to extract product data

After import, review and edit products before saving to your catalog.

Can I manually add products one at a time?

Yes! Click "Add Product" from your Products page and enter details manually. This is useful for small catalogs or adding individual items.

How do I map products to distributor SKUs?

When adding or editing a product, you can specify the distributor SKU (Stock Keeping Unit). This ensures orders sent to distributors reference the correct product codes.

What subscription plans are available?

Free: Up to 5 orders/month, basic features
Professional ($29.99/month): Unlimited orders, email templates, bulk actions, priority support, analytics
Enterprise (Custom pricing): Custom integrations, dedicated account manager, white-label options

How do I upgrade or downgrade my plan?

Go to Billing > Upgrade Plan from your dashboard. Changes take effect immediately. Downgrades apply at the end of your current billing period.

What is your refund policy?

Refunds are available within 14 business days of subscription purchase if no orders have been placed. Email hatchandhypedigital@gmail.com to request a refund.

How does email ingestion work?

When distributors reply to order emails sent via DrakoTrove, their responses are automatically processed. The system extracts tracking numbers, status updates, and ETAs, then updates your orders automatically.

Will I get notified of order updates?

Yes! When an order status changes based on distributor replies, you'll receive an email notification with the update details.

How is my data protected?

DrakoTrove uses industry-standard security:

• HTTPS encrypted connections
• Secure password storage (hashed, never stored in plain text)
• Role-based access controls
• Regular security monitoring

Who can see my customer data?

Only you and authorized employees in your company. Customer data is shared with distributors only when you explicitly place an order. See our Privacy Policy for details.