American Furniture Warehouse

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Still Need Help? Production Support is Just a Click Away.

Enter a case within the portal platform directly:

  1. Click the Navigation Icon in the upper left hand corner and click Account Management.
  2. Click My Support Dashboard under Account Management, and click New Support Case.
  3. Be sure to create a brand new case for each individual request/inquiry.
  4. Do not re-open cases that have been resolved/closed with new or unrelated inquiries as this will result in delays in support and require resubmission of a new case.
  5. Cases submitted are automatically assigned a priority of Medium and are responded to within 1 business day. Hours of support are Mon. - Fri. from 8am to 5pm EST.

Tips When Entering a Case:

  • Product = Foundry
  • Trading partner = American Furniture Warehouse

Be sure to include specific details regarding your inquiry including PO or document number, the error message being received within the portal or TrueCommerce communication, the username or email you need assistance with, and/or the problem or issue you need assistance with resolving.

Enter a case by emailing

  1. Subject of the email should be formatted as follows:
    • YOUR VENDOR NAME - brief summary of issue
    • EX: My Company - log-in assistance or My Company - Failed ship notice error
  2. In the body of the email be sure to include specific details regarding your inquiry to assist the support team in identifying which relationship the request pertains to & what assistance is required. EX:
    • Relationship = My Company & American Furniture Warehouse
    • PO # = PO12345
    • ASN # = ASN1111
    • Error received = Shipment already dispatched.
    • Request = Please help me identify why this shipment failed and what further action may be required.
  3. Be sure to create a brand new email to our team for each individual inquiry/request.
    • Continually emailing additional/new support concerns via a case number or email chain that has already been resolved & closed will result in delays in support and require resubmission of a new case.
  4. Cases submitted are automatically assigned a priority of Medium and are responded to within 1 business day. Hours of support are Mon. - Fri. from 8am to 5pm EST.
  5. When creating a case via email, ensure other TrueCommerce representatives outside of the production support email address listed are not included in the ‘To’ or ‘Cc’ fields to ensure the case is routed to the appropriate production support queue.

Have a High Priority Issue, Give Us a Call!

Call 1.888.430.4489 Option 3 & be ready with your current open case number or details on the specific relationship and inquiry you are reaching out about!

Who is TrueCommerce

TrueCommerce provides world-class EDI solutions and so much more: access to a fully integrated, global supply chain network that connects your customers, suppliers, logistics partners and internal systems so you can reduce complexity, improve supply chain performance and gain peace of mind for your mission-critical operations.