Agency Express 3.5
Quick Reference Guide for Shoppers

(Updated December 2016)

STEP ONE – LOGGING ON

In order to log on to place an order or make a shopping appointment, each authorized individual must have their own log in credentials as follows:

Agency Express User Name (first initial, last name)

Password (change12)

Program Code (0060pXXXXX), where XXXXX is your complete agency number

The Agency Express online ordering system can be accessed one of two ways:

  • Log on to the Foodbank’s website: and point to Agency Access and then click on Agency Express.
  • Alternately, you may go directly to

The log-in screen should look like this:

User Name: Each agency shopper will have a specific user name. It is your first initial and last name with no spaces (e.g. astegeman). You cannot have more than one shopper with the same user name in the same agency. User name is not case sensitive. Please do not allow anyone else to use your user name.

Password: The default password is change12. This is case sensitive: all lowercase, no spaces. You may change your password by clicking the Help tab and choosing Change Password. In the event that you forgot your password, click on Forgot Password on the log in screen and follow the prompts. If you need further assistance, call your Agency Relations representative. The Foodbank can reset your password.

Program Code: The Program Code is always going to be 0060 (the Foodbank’s Feeding America 4-digit number) plus the letter pplus your five digit alpha-numeric agency account number (e.g., 0060pa0945). The p and the a are not case sensitive.

Remember me next time: Check this box in order to avoid having to re-enter all login information each time.

STEP TWO – SCHEDULING AN APPOINTMENT (PICK-UP DATE)

Before you can begin shopping you must FIRST schedule a time to pick up your order. It is VERY important to schedule your pick-up date BEFORE you begin shopping. You can reserve pick-up dates, place orders, and make shopping appointments up to 21 days (3 calendar weeks) in advance. The cut off time for placing an order is 12:00 noon, three (3)business days before you want to pick it upand six (6) business days before your delivery. For example, if you are placing a pickup order for Friday, February 24, you may place an order as early as Friday, February 3 but no later than 12 noon on February 21.

TO SCHEDULE AND RESERVE A PICKUP DATE:

Using the tabs at the top of the main page in Agency Express:

1)Select Order Options, thenchoose Scheduler.

2)Then selectPickup or Delivery option from the drop-down box, then choose either pickup or delivery. You must do this first in order to see dates available in the calendar. Please do not choose delivery if you are not already set up on the delivery schedule.

3)To select a date, click on the picture of the calendar. A full month of dates will be displayed. Dates in dark yellow mean those dates are available. Dates with a strikethrough(21) mean there are no times available for those dates. Select your desired date for pick-up. That date will show up in the window.

4)To choose a time on that date, click on the picture of the clock. All available time slots will appear. If you do not see the time you want, that means that time is unavailable and you will have to choose the next available time. Time slots are as follows:

  • Monday evenings: Every fifteen minutes starting at 7:30am and ending at 11:00am.
  • Tuesday through Friday mornings: Every fifteen minutes starting at 5:00pm and ending at 7:00pmSelect Saturdays: Every fifteen minutes starting at 8:00am and ending at 10:00am.

Choose your desired time slot and click Reserve. PLEASE BE SURE TO CLICK RESERVE!!

Once the date has been successfully chosen, the reserved date and time will appear under My Appointments. If you don’t see it listed there, the appointment wasn’t reserved. Repeat the steps above.

STEP THREE – ONLINE SHOPPING

After reserving an appointment (pickup date), you can then begin shopping. To access the Shopping List:

Go to the tabs at the top of the Agency Express page and selectOrder Optionsthen Shopping List. Begin shopping by placing the desired number of items in the ORDER QTY (order quantity) box in the column on the left.

PLEASE NOTE: It is critical that the shopper clicks Add to Cartbeforegoing to the next page of the shopping list. If you go to the next page without adding to the cart, the system will not place those items in your cart.

Once items are added to your cart, you will see a message that items were added with Success, or problems occurred with an Error message. Shoppers must see Success messages to indicate items are added to the cart. If you see Error, that meansyou attempted to order more than the available quantity.

STEP FOUR – CHECK OUT!

Once you have finished shopping, the shopper must click on the Check Out icon which takes you to the check-out page where you will be able to choose the pick-up date that has been associated with your order, and to confirm the contents of the shopping cart. Clicking on Check Out allows the shopper to review the order before submitting. If, after you are on the checkout page and you need to make any changes or add to your order, select Continue Shopping and that will take you back to the shopping list. Follow the directions in STEP THREE and then select Check Out after you have updated your cart.

Remember - if no appointments or pick-up dates were set up via the Scheduler before shopping, the shopper will not see any available dates in the calendar on the check-out page. When the check-out screen opens up,please remember to choose the date you reserved in the scheduler. YOU HAVE TO DO THIS BEFORE YOU SUBMIT YOUR CART. Otherwise your order will NOT go through. You have to select your date twice: the first time when you RESERVE the date and the second time after you are in the check-out screen. This is important!

YOU WILL NOT BE ABLE TO SUBMIT YOUR ORDER IF YOU HAVE NOT CHOSEN YOUR RESERVED DATE AND TIME.

Although the date and time have been selected, the shopping cart has Items, and a reference PO number is assigned, the order will not be processed unless the shopper clicks onSubmit Cart. This is absolutely essential.PLEASE SUBMIT CART!

Think of it like this: if you don’t submit the cart, we didn’t get the order.

Agency Express and the Foodbank’s inventory system are set to synchronize every 15 - 30 minutes. The Shopper will receive a confirmation email after your order has been acknowledged by the Foodbank inventory system.

The email will read:

“Thank you for your order. Please go to the order management screen to make any changes to your order.”

If you need to verify the status of any existing orders, the shopper must go to the Order Options tab and click on Order Management. In the example below, the order has been Acknowledged by the Foodbank but can still be edited by the agency shopper.

Once you are in Order Management, you will be able to review your recently submitted order(s). REMEMBER: it will take up to 30 minutes for your order to be submitted to inventory. You will not be able to make any changes or edits to your submitted order until is shows Acknowledged. If your order still shows Sent to Foodbank after about 30 minutes, you will need to call your Agency Relations representative because there is a problem with your order.

Once the order is Releasedto the warehouse for processing and picking, the shopper will no longer be able to edit the order. You will have up until noon,three business days before your pick-up date to make any changes or edit. You will have up until noon,sixbusiness days before your delivery date to make any changes or edits. If there is a holiday involved, you must add an additional day (or however many days are in the holiday).We caution against making multiple edits (more than three) to your order.

ORDER STATUS

There are nine different statuses that you may see in the status column next to a submitted order:

  1. New Order – This is the status you see immediately after submitting your cart. You may delete the order by clicking the red X.
  2. Sent to Foodbank – This means that Agency Express is in the process of talking to our inventory system. No changes to the order can be made while in this status.
  3. Acknowledged – This means that your order has been received by our system. You can delete the order by clicking on the red X, or make changes to the order by clicking on the pencil and then clicking Continue Shopping. After you submit your cart, it is very important that you come back to the Order Management screen after about 20 minutes to make sure that your order is in the Acknowledged mode and not still in Sent to Foodbank mode.If your order has not been Acknowledged, there will be no order for you to pick up. You don’t want to drive all the way to the Foodbank and there not be an order. It is up to you to ensure that your order has been Acknowledged.
  4. Released – At approximately 12:30, three business days before a pick-up appointment, and six business days before a delivery appointment, the order will be released and sent to the warehouse for picking. No changes to the order can be made once the order is released.
  5. Draft – This means that you started a new order and you have items in your cart but you didn’t submit the cart.
  6. Editing – This means that you went into an existing order to make changes but you didn’t resubmit the cart. You must submit the cart again if you made changes. If you made no changes, you can click Cancel Edit and the order will be restored to the Acknowledged state.
  7. Rejected – This means that someone at the Foodbank, for whatever reason, said, “You can’t have this order.” Once an order is Rejected, it is gone forever.
  8. Cancelled – This means that you decided that you don’t want the order. This is the status that shows up after you click the red X next to an order.
  9. Invoiced – This means that the order has been picked up and an invoice has been generated. You sill see every invoice generated on your account since the time your account was authorized to order online.

FREQUENTLY ASKED QUESTIONS (FAQS)

1. How do I know if my order has changed from the quantities I originally ordered?

You can confirm the quantities on your order by logging into Agency Express and going to-> Order Options -> Order Management. Locate the PO # in the Reference Number column, and click on the Print icon. The Quantity Accepted column displays the quantities acknowledge by the Foodbank. Please allow 15 minutes from the time you submit the order. Please note: These quantities remain subject to change by the Foodbank or quantity available at the time of order fulfillment.

2. What do I do if I am unable to select a date or a date is not showing for me to attach to my order?

If there are no dates in the Scheduler, be sure you have selected the correct option of Delivery, Pickup, or Shopping. If there are still no dates, contact Adam at 757-314-4568.

If there are no dates when you get ready to Check Out it could be because you forgot to go to the Scheduler first:

i.Go to Order Options -> Scheduler and select Pickup,Delivery, or Shoppingand a date highlighted in yellow

ii.Press Reserve.

iii.Your successful reservation will appear on a grid under My Appointments and the reserved date and time will be available at Check Out.

3. What do I do if I submitted an order, but it does not show up in Order Management?

If an order is not displayed in Order Management, you did not click the Submit Cart icon. The orderwas not sent to the Foodbank, and you will have to submit a new order. The inventory may havechanged when you submit a new order, so it is very important that you click the Submit Cart icon after creating an order.

4. How can I change my order after I’ve submitted it?

a. An order can be canceled or edited only up until the time that the Foodbank releases the order to the warehouse for processing and picking. Simply go to the Order Management screen and click the pencil next to the order that you wish to edit. Then click Continue Shopping and this will take you back to the product listing. From here, the process is the same. The Foodbank will release orders three (3) business days before its scheduled pick up date and six (6) business days before its scheduled delivery date. Example: an order scheduled for pick up Friday will be released to the Foodbank at the noon on Tuesday. An order scheduled for Friday delivery will be released the Thursday before the previous Friday. If there is a holiday in the previous three or six days, the order will be released sooner.

b. An order can be edited in the Acknowledged status, but can never be edited once it is in Released status.

c. Under Order Management if you see these icons in the first column:

i. A red circle with an X - order can be canceled by the shopper.

ii.A pencil - order can be edited by the shopper.

d. After editing an order, click Submit Cart to send the edited order to the Foodbank. Failure to click Submit Cart means no changes are recorded and the warehouse did not receive your order.

5. How do I know how many pages are on the shopping list?

At the bottom of the first page, you will see boxes with numbers starting with the number 1. If your shopping list is 5 pages, there will be 5 boxes with the numbers 1-5. To move to another page, click on the box/number you wish to access.Don’t forget to hit Add to Cart if you have added any items before you go to another page.