Why am I not getting a confirmation email regarding my order?

Two scenarios may be possible for this. First, you may not be listed as the Primary Online Ordering Contact. Check with Agency Relations to see if you are; if not, and you would like to be, submit a Member Program Update Form to the Agency Relations Department.  Second, ensure that you have The Food Bank listed as a “safe sender” or “trusted contact,” so that our email messages do not go into your junk email folder.

When I ordered, I got an appointment that has already passed. How can this happen?

If you browsed the inventory on an earlier date, the system required you to enter an appointment date prior to looking at the shopping list. The date chosen for your “appointment” would have been based on when you opened the shopping list on that day, and unfortunately cannot be changed manually. When you completed your order, the system remembered this appointment. To change it, you must contact Agency Relations at The Food Bank.

Why am I getting an expired security certificate notice when I try to access the online ordering page?

We are in the process of renewing our security certificate. Your order is still secure, as information that is of an “unsecure” nature is not transmitted through the web window portal. All agency data is saved on a separate server and is scanned daily with an anti-virus program, ESET NOD32. To access the web window portal, follow the instructions on your web browser to continue on to the page (even if not recommended) and/or “add an exception” to your security settings. If you have continued problems accessing the web portal, contact the Agency Relations department at The Food Bank.

How can I change my appointment time?

You cannot change your appointment time manually in the web windows system. To change your appointment, contact Agency Relations at The Food Bank. You must allow one full day prior to your appointment for your order to be prepared.

How do I make one appointment for several programs?

If you are picking up for several programs at once (e.g. you have a pantry and a meal program and are picking up for both), make an appointment for the first program using a “30 MINUTE APPT.” time slot.  Make appointments for the other programs with the “DUPLICATE APPOINTMENT ONLY” time slot; it is okay if you cannot find the same time for the DUPLICATE APPOINTMENT ONLY slot. The time chosen in the 30 MINUTE APPT. slot will be the actual appointment. Please also indicate in the comment box for each order that you are picking up for multiple orders.

Why am I not seeing my MEFAP?

MEFAP is available on a case-limit basis that is determined by the program’s size. MEFAP is also available on a first-come first served basis. If you are not seeing MEFAP on your shopping list, we do not have it in stock. Programs are not guaranteed MEFAP, and “unused” limits will not be carried over into the next month.

Why is the system saying I can have as much MEFAP as I want?

If you browsed the shopping list at an earlier date, you selected an appointment time to do so. If this happened more than a month ago, the limits for that month have been erased in the system, and no limits will appear. You may still not order more than the case-limit allowed for your program. If you order more than your case-limit for any item, it will be corrected upon review of your order.

Why do I see product in the warehouse at The Food Bank that is not on my shopping list?

In many cases, the product you are seeing is already “out on order.” This means that another agency has ordered, but the order has not yet been prepared. Another reason may be that the product was received at The Food Bank after you submitted your order. The Food Bank does not hold/reserve product for member programs. When we receive product, it is placed into the online inventory and is equally accessible to all programs that are eligible for that particular product.