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Viewing and Managing Orders

The Orders page is the operational center of Order Management System: find the orders that need action, inspect their details, and work them through fulfillment.

Bulk actions​

The toolbar of the Orders page offers three bulk actions:

Adding items to an order​

While an order is still Unfulfilled and has not been sent to your logistics provider, you can merge items from additional payments into it — for example, when a customer places a follow-up purchase that was not bundled into it, and you want to ship everything together.

  1. Open the order and choose Actions > Add items.
  2. Paste up to 10 payment IDs (pay_…), one per line.
  3. Click the confirm button. Each payment's line items that belong to a product in Order Management System are appended to the order.

Every added payment must share the order's customer and currency, must be succeeded, must not be reversed or have failed capture, and must not already have order items elsewhere.

With automatic fulfillment, an order is sent to your logistics provider when its bundling window closes, so add items before then. Once sending has started, items can't be added, even if your provider has not accepted the order yet: your provider would never receive them. Import the payments as an order of their own instead.

Correcting an order before your provider holds it​

When an order's customer details break one of your logistics provider's rules, the order is marked On hold and its page lists each detail to correct — for example, that the city does not match the postal code.

  1. Open the customer from the order page and correct what the list names: their name, phone number or shipping address.
  2. Back on the order page:
    • If the order has not been sent yet, check that the notice is gone. On hold clears once every detail is fixed, and your provider receives the corrected details when the order is sent. Correct the customer before the order's bundling window closes to get them there the first time.
    • If the order has been sent, click Resubmit in the notice. You don't have to wait for your provider to hold the order. The dialog shows the details about to be sent.

Your provider accepts a correction only while it is holding the order. If it isn't holding it yet, the order page says so; resubmit once it does. A correction made before your provider holds the order is not resubmitted for you. Resubmitting follows the same rules as resubmitting an order your provider put on hold.

Resubmitting an order your provider put on hold​

When your logistics provider accepts an order and then cannot find a carrier to take it as addressed, it puts the order on hold and waits. The order page says why the order is held and what to correct — for example, that the city does not match the postal code.

  1. Fix what the reason names on the customer: open the customer from the order page and correct their name, phone number or shipping address. A held order picks the correction up; an order that is not on hold keeps the details it was submitted with.
  2. Wait a few minutes. The order is resubmitted for you with the corrected details, and so is every other order of that customer your provider is holding. The order page then says it is waiting for your provider.
warning

Correcting a customer resubmits every order of theirs your provider is holding, not only the one you opened. If one of them must not ship — you shipped it some other way, or it should be cancelled — record that on the order before you correct the customer: an order that has shipped or cancelled anything is never resubmitted.

A few reasons are not fixed on the customer — such as a missing tax ID, which you complete in your provider's dashboard — and the order page says so. Those orders are not resubmitted for you; Held by your provider lists which. Resubmit them yourself once the reason is dealt with — and any other held order you do not want to wait for:

  1. On the order page, click Resubmit in the hold notice. The dialog shows the details about to be sent, so you can check the correction is in.
  2. Confirm. The order is resubmitted with its current details and the shipping service is chosen the same way as for the first submission.

The provider answers in its own time, usually within minutes. The order stays On hold and says it is waiting until then; it then either clears the hold or holds the order again with a new reason, in which case you can correct and resubmit once more. Every hold, resubmission and release is listed in the order's activity.

Resubmitting needs the permission to update orders. For a ShipBob order it is offered only when ShipBob can't validate the address, and it sends ShipBob the address rather than the order: see Sending an address to ShipBob. Any other order ShipBob holds is released by ShipBob once the reason is dealt with in ShipBob. For a NextSmartShip order, Resubmit is offered only while the order is still whole — nothing shipped and no items cancelled: your provider still has every item it was originally sent, so resubmitting an order you have part-shipped would ship those units a second time, and one with cancelled items would ship the units you cancelled. Settle those with your provider directly instead. A correction to the customer does not resubmit those orders either.

warning

Resubmitting sends the details the order carries now. If you have not corrected the customer yet, the provider receives the same details it refused and holds the order again.

Sending an address to ShipBob​

When ShipBob can't validate an order's shipping address, it holds the order with the reason Invalid address. ShipBob takes no second order, so you send it the address instead, for the shipments it holds. ShipBob checks the address again, and ships the order once it releases the hold.

Correct the customer's shipping address first: open the customer from the order page. Within a few minutes, the corrected address is sent to ShipBob for every order of that customer it holds for its address, and each order's activity shows ShipBob's answer.

To send the address an order already has — after ShipBob couldn't be reached, for example:

  1. Click Resubmit in the hold notice. The dialog shows the address about to be sent.
  2. Check the address: one ShipBob accepts is where it ships the order. If it isn't the address you expect, cancel, and correct the customer's shipping address or the address in ShipBob instead.
  3. Confirm. Only the address is sent: ShipBob keeps the order it has.

If ShipBob accepts the address, the order stays On hold until ShipBob releases the hold and ships it. The release shows here usually within an hour of ShipBob releasing the order. If ShipBob doesn't accept the address, or saves it for only part of the order, the dialog and the order's activity say so: correct the address in ShipBob.

Resubmit isn't offered for such an order once you have cancelled some of its items, or recorded a shipment of it yourself: ShipBob still has those items in the order it holds, and would ship them once it releases the hold. Correct the address and remove those items in ShipBob instead.

Next steps​