How to manage your On Demand orders

On Demand - manage orders

Individuals and organisations can manage their orders through the On Demand ordering interface

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You can manage your British Library On Demand orders in the My Orders section of the On Demand ordering interface or, if you have a business account, use the Admin Order Tracking section to manage your end users’ orders. You can track, filter, search and sort all of your current and old orders, including those submitted using ARTEmail. We’ll also send you email updates to let you know how your orders are progressing.

Cancelling and amending your orders

Once an order has been confirmed it cannot either be changed or cancelled, unless it has been added to a waiting list.

You can check the status of your orders online at ondemand.bl.uk. Here you can cancel orders that have not been confirmed or added to a waiting list. If you want to amend your order, just cancel it and place a new order in the normal way.

Reporting problems with your orders

If your order from On Demand is incomplete, poor quality or not what you ordered, you can let us know from the My Orders or Admin Order Tracking sections of our ordering interface. Just find the order, select ‘Report Problem’ and then select the appropriate problem type from the menu.

Our operators will investigate your problem and provide you with a new copy as soon as possible. You can do this online even if you sent the request using ARTEmail.

If we send you the wrong item on loan, please report the problem and then return it to us using the return address label on your delivery note as soon as possible.

You can also contact Customer Services to report problems with your orders. Please quote your order number wherever possible.

Chasing your orders

If your order hasn’t arrived within the time you chose in your delivery options, you can let us know through the On Demand ordering interface. Use the My Orders section for your own orders or the Admin Order Tracking section for your end users’ orders. Just find the order, select ‘Report Problem’ and 'I haven't received this item'.

Our Customer Services team will investigate the problem and respond as soon as possible. You can do this online even if you sent the request using ARTEmail.