Order processing

For the Shopify Fulfillment Network to accurately process your orders, make sure that you have prepared your products. If you need to change the settings of your products, such as the SKU, then contact your Fulfillment Merchant Manager before you make the change.

Review the following process to learn how the Shopify Fulfillment Network processes orders, and what you can do to help prevent any processing errors.

Fulfillment conditions

The Shopify Fulfillment Network will fulfill orders only if they meet they following conditions:

  • The order is marked as paid.
  • The product variants have the correct settings:
    • SKU must exist in Shopify admin
    • SKU has to be unique
    • variant identifier must be unique
    • barcode can't be empty
    • barcode field must match the barcode on the physical product
  • The shipping address is valid.
  • All inventory for the order is available.

Fulfillment process

  1. A customer places an order from your store.

  2. After the order is marked as paid, the Shopify Fulfillment Network receives a notification that an order was placed.

  3. The Shopify Fulfillment Network verifies that it can process the order based on the fulfillment conditions.

  4. The Shopify Fulfillment Network determines the date when the shipment needs to be delivered, which mail service to use, and which fulfillment center can fulfill the order.

  5. An open fulfillment is created in your Shopify admin.

  6. The fulfillment center picks, packs, and attaches the shipping label and packing slip to the shipment.

  7. The fulfillment center schedules a pickup with the carrier.

  8. The carrier arrives at the fulfillment center, picks up the shipment, and sends a notification to the Shopify Fulfillment Network.

  9. The Shopify Fulfillment Network updates the fulfillment in your Shopify admin with the tracking number that the fulfillment center provided. If all line items are fulfilled, then the order is marked as fulfilled.

  10. The carrier transports the package through their network and delivers it to your customer's address.

Fulfillments on hold

If there is a problem with the shipping address of an order, for example the address isn't valid or the country isn't supported, then the fulfillment of the order is placed on hold and a notification banner appears in your Shopify Fulfillment Network app. An Order hold (SFN) tag and an error-specific tag are also applied to the order in your Shopify admin.

From the Shopify Fulfillment Network app, you can view the orders with fulfillments on hold, cancel the fulfillments that are on hold, or release the hold on any fulfillment.

If you don’t have a notification about the number of fulfillments on hold in your Shopify Fulfillment Network app, then you don’t have any fulfillments on hold.

View the fulfillments that are on hold

  1. From your Shopify admin, go to Apps > Shopify Fulfillment Network.
  2. Click the notification that shows how many fulfillments are on hold.

Cancel fulfillments that are on hold

  1. From your Shopify admin, go to Apps > Shopify Fulfillment Network.
  2. Click the notification that shows how many fulfillments are on hold.
  3. Select the fulfillments that you want to cancel.
  4. Click Actions > Cancel fulfillment.

When you cancel a fulfillment, the order is still active in your Shopify admin. You can fulfill it using a different service, or cancel and refund the order.

Release fulfillments that are on hold

  1. From your Shopify admin, go to Apps > Shopify Fulfillment Network.
  2. Click the notification that shows how many fulfillments are on hold.
  3. For each fulfillment that you want to release, update the address on the order:
    1. Click the order number.
    2. In the Shipping address section, click Edit.
    3. Update the address, and then click Save.
  4. Select the fulfillments that you want to release.
  5. Click Actions > Request fulfillment.

Ordering a reshipment

When you reship an order, you need to duplicate the original order so that the customer can receive shipment notification emails for the new shipment. You can make the order free by providing a 100% discount and free shipping. You can label the order as a reshipment through a tag or order note so that it's clear why the order was made.

Steps:

  1. From your Shopify admin, go to Orders.
  2. Click the order that you want to reship.
  3. Click More actions > Duplicate.
  4. Add additional details to the order:
    • Click Add shipping and choose a shipping rate. To not charge any shipping fees, select Free shipping.
    • Optional: Click Add discount and apply a 100% discount.
    • Optional: In Tags, add a tag about the order being a reshipment, such as Reshipment or Reorder.
    • Optional: In Notes, add a note about the order being a reshipment.
    • Optional: Click Taxes to adjust any tax settings for the order.
  5. Complete the order:
    • If you aren't charging anything for the order, then click Mark as paid > Create order.
    • If you are charging the customer for the order and need the customer to complete payment, then click Email invoice and complete the email.
    • If you are charging the customer for the order and have their payment details, then click Pay with credit card and enter the payment details.
    • If you are waiting to receive payment outside of Shopify, then click Mark as pending, choose the type of payment, and then click Create order.

Common order processing errors

Review the common reasons why an order wasn't processed and how to fix them.

No fulfillment center location

Each variant must have a Shopify Fulfillment Network warehouse listed as a location with available inventory. Make sure that the fulfillment centers are listed as locations in your Shopify admin, and that your variants list a fulfillment center location in their variant settings.

Invalid shipping address

If a shipping address can't be verified, then you receive an email asking for the correct address. The order is held by the Shopify Fulfillment Network until the address can be verified. After the Fulfillment Success team updates the address, the order starts the fulfillment process again.

The product is not managed by Shopify

For the Shopify Fulfillment Network to process an order, each line item's variant must have the Inventory managed by setting set to Shopify.

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