Addressing declined fulfillment requests on Shopify Fulfillment Network (SFN)

Note

This guide is for merchants who started using the Shopify Fulfillment Network (SFN) before January 30, 2024. The Shopify Fulfillment Network app has been rebuilt to offer fulfillment solutions in partnership with Flexport. If you use the new SFN app, then refer to the new SFN guide.

If an issue prevents Shopify Fulfillment Network (SFN) from fulfilling your order, then a fulfillment request will be declined. To find the reason that a fulfillment request was declined, access the order in your Shopify admin. Depending on the reason the fulfillment was declined, you might need to manually request a new fulfillment, or the fulfillment request might be sent again automatically.

Access SFN fulfilled orders with declined fulfillments

You can access orders that have a declined fulfillment request to find out the reason that it was declined and address any issues.

Steps

1. From your Shopify admin, go to Orders.
2. Click Filter, then click Fulfillment status, and then click Request declined.
3. Click the order that you want to view the declined reason for.

If no action is required, then a new fulfillment will automatically be sent to SFN. Otherwise, resolve the issue and then manually request a new fulfillment.

Manually request fulfillment for an order that was declined

Depending on the reason that a fulfillment request is declined, you might need to manually request a new fulfillment. After you've resolved the reason that a fulfillment was declined by SFN, you can manually request a new fulfillment.

Steps:

1. From your Shopify admin, go to Orders.
2. Click the order that you want to request the fulfillment for.
3. Click Request fulfillment.

The fulfillment request status changes to In progress.

Reasons SFN might decline a fulfillment request

SFN fulfillment centers might decline a fulfillment request for the reasons outlined below. SFN fulfillment centers might decline a fulfillment request for the reasons outlined below.

Reasons that a Shopify Fulfillment Network fulfillment request can be declined

Reason	Detailed reason	Resolution
Not enough inventory	There isn't enough inventory available to fulfill the order	Transfer new inventory to SFN
	Product is being transferred	When the product arrives at an SFN fulfillment center, the fulfillment will continue automatically
	Product is being transferred but has no tracking information	When the product arrives at an SFN fulfillment center, fulfillment will continue automatically
	Products have arrived at the SFN fulfillment center and are waiting to be processed	When processing is completed, fulfillment will continue automatically
	Product is unrecognized	Add the product to Shopify Fulfillment Network, then request fulfillment again
Order can't be processed	Items sent internationally require a value greater than 0	Add a price to the product, then request fulfillment again. The customer won't be billed for the difference
	Order processing has been disabled for your store	Activate order processing, then request fulfillment again
	Fulfillment has been paused for 1 or more products	[Contact SFN Support](/manual/shipping/shopify-fulfillment-network/help-and-support/contact-support-merchants) for more information
	Your store has no active fulfillment centers	[Contact SFN Support](/manual/shipping/shopify-fulfillment-network/help-and-support/contact-support-merchants) to set up an active fulfillment center
	No Shopify Fulfillment Network fulfillment center can fulfill this order	[Contact SFN Support](/manual/shipping/shopify-fulfillment-network/help-and-support/contact-support-merchants) for more information
Invalid address	The shipping address for the order is invalid	Correct the shipping address, then request fulfillment again
Delivery restrictions	No carriers are available to ship to the shipping address on this order	Change the shipping address or change the fulfillment location, then request fulfillment again
HS code required	Orders can't be processed	[Add an HS code](/manual/shipping/shopify-shipping/hs-codes) to the product, then Contact SFN Support who will update the product. Once updated, request fulfillment again.