Definitions

Live Order Status

The flow of orders within the OrderGrid application as below:

Orders enter into the system (QUEUED),
routed to the OrderGrid warehouse location (PROCESSING),
selected by picker (PICKING, PICKED),
moves to the pack line (PACKING, PACKED),
and finally, picked up the shipping carrier (SHIPPED)

CONFLICT: Issue with the order preventing it from being fulfilled.

CANCELLED: The online store order data doesn't match the order OrderGrid picked and packed. This is usually because there is a change in the quantity needed fulfilled (i.e. more or less than what we picked and packed), or a technological issue that is preventing the order to complete fulfillment.


QUEUED-PROCESSING-PICKING-PICKED-PACKING-PACKED

Resolving Conflicted Orders

Resolving Cancelled Orders

Bulk Action Tool


Resolving Conflicted Orders

You'll want to check your orders daily. If there is a conflicted order, follow the instructions below to clear the conflict issue, and move the order back into processing.

Issue Codes:
1001: 'Order payment status is invalid',

1002: 'Invalid shipping address and/or missing information',

1003: 'There is no item to fulfill in this order, please check and void the order if correct',

1004: 'Phone number is invalid. Between 10 and 11 digits, only numbers.',

1005: 'Partial fulfillment not allowed',

1006: 'Invalid character in address field. Ex: "#,&"',

2001: 'No product item match',

2002: 'No inventory item match',

2003: 'No UOM. Please check product mapping',

3001: 'Not enough stock',

3002: 'Not enough stock. Products on hold.',

4001: 'Online Store refused item fulfilment'

Skip to step-by-step resolution:
1001: Payment pending (partially refunded order)

1004: 'Phone number is invalid. Between 10 and 11 digits, only numbers.',
2001: Product not found

2003: 'No UOM. Please check product mapping',
3001: Inventory out of stock
Partially fulfill



1001: Payment pending (partially refunded order)

1. confirm with customer to fulfill
2. unflag - will go into processing

1004: 'Phone number is invalid. Between 10 and 11 digits, only numbers.',

Note: Carriers require phone numbers

1. On the order page, click "Edit".
2. Add phone number, this can be your phone number or a fake phone number if you do not have the customer's phone number.

2001: Product not found

1. Ensure product is mapped.
2. On the order page, click "Edit".

3. On the top right, click "reimport order" - order will be queued

2003: 'No UOM. Please check product mapping',

1. Ensure product is mapped correctly.
2. On the order page, click "Edit".

3. On the top right, click "reimport order" - order will be queued.

3001: Inventory out of stock

This occurs when items are overcommitted, it means that there are more items committed to orders than what we have in stock. The conflict allow us to choose which orders should be prioritized.

1. On the order page, click "Edit".

2. Toggle the line item to active.

3. Click "save".

4. Click "unflag".

Partially fulfill

1. Edit order to "accept partials"
2. Unflag
3. Ensure line items out of stock/product not found are toggled to "unfulfill"
4. Save

Notes:

  • Accepting partials and activating line items will result in fulfilling the stock quantity that is available at the warehouse.

  • Keep in mind that clicking on the 'Complete' button will close the order.

  • A partially fulfilled order cannot be reimported. A solution to this is to duplicate the order on Shopify or create a manual order.


Resolving Cancelled Orders

Cancelled Orders happen when the online store order data doesn't match the order OrderGrid picked and packed. This is usually because there is a change in the quantity needed fulfilled (i.e. more or less than what we picked and packed), or a technological issue that is preventing the order to complete fulfillment.
If the order still requires fulfillment after it is cancelled, the cancelled order will be replaced with a new order which will include a letter, ex. G-1000 is cancelled, G-1000A is the replacement order.

example 1: Order is cancelled on the online store while we are pick and packing.
The order will be cancelled on OrderGrid and inventory will be returned.
No replacement order needed as the order is cancelled.

example 2: Order G-100 changes from 1 unit to 3 units needed in the order while we are pick and packing.
Order G-1000 will be cancelled on OrderGrid, and G-1000A is the replacement order with the correct 3 units required for fulfillment. It seamlessly falls into fulfillment queue.

If you are still having ongoing issues with cancelled orders, please reach out to your Customer Success point of contact.


Bulk Action Tool

Bulk Action tool can unflag orders with only ONE item out of stock and no other issues that would cause it go back into conflict (out of stock inventory, product not found, etc.).
When an order has multiple items, you would have to clear that order individually.

Congratulations! You have successfully cleared your conflicted orders in OrderGrid.

If you need any additional help regarding this topic, please reach out to us at info@ordergrid.com.


Related Articles

Order Help Docs

How to edit an order

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