Fulfillment requests

A fulfillment request is a record of the items that Shopify Fulfillment Network (SFN) fulfills based on a customer’s order. A fulfillment request contains the items that need to be picked and packed to fully or partially complete the fulfillments for an order.

There can be more than one fulfillment request for an order. For example, each fulfillment in a subscription order becomes a separate fulfillment request in SFN when it's scheduled to be processed in Shopify.

You can access all your fulfillment requests in the Overview tab in your SFN app by clicking View fulfillment request.

Fulfillment requirements

The Shopify Fulfillment Network (SFN) fulfills orders only if they meet they following conditions:

  • the product variants have the following settings:
    • SKU exists in your Shopify admin
    • SKU is unique
    • variant identifier is unique
    • barcode can't be empty
    • barcode field matches the barcode on the physical product
    • variant inventory is set to be managed by SFN
  • all inventory for the order is available
  • the shipping address is valid
  • the order is marked as paid or, if the order comes though Google or Facebook sales channels, then the payment is authorized
  • you're up to date on your billing and have access to your store

Fulfillment processes

  1. A customer places an order in your online store.
  2. After the order is paid or payment is authorized, SFN receives a request for fulfllment in a Pending state. If you set up a fulfillment delay in Settings, the request will be in a Pending state until the delay duration passes.
  3. SFN prepares the following information for the fulfillment to be processed:
    1. checks whether the request meets fulfillment conditions
    2. determines when the package needs to be delivered
    3. chooses a mail service
    4. identifies which fulfillment center can fulfill the order
  4. The request is assigned to a fulfillment center and goes into an In progress state.
  5. When it's your fulfillment request's turn to be processed, SFN performs the following actions:
    1. picks and packs the items
    2. buys a shipping label with a tracking number
    3. attaches the shipping label and packing slip to the package
    4. schedules a pickup time with the carrier
  6. The fulfillment request goes into a Fulfilled state. If this is a split fulfillment, then the request is in a Partially fulfilled state until all packages are fulfilled.
  7. SFN updates your Shopify order with the tracking number.
  8. The carrier arrives at the fulfillment center, picks up the shipment, and sends a notification to SFN that the package is in transit.
  9. The carrier delivers it to your customer's address.

Fulfillment request statuses overview

You can display a fulfillment request with a specific status by clicking Fulfillment status on the fulfillment request page, and then checking the statuses that you want to display.

A fulfillment request can have the following statuses:

Fulfillment statuses and their descriptions
Status Description
Pending Your fulfillment request is delayed and has yet to be assigned to a fulfillment center.
In progress Your fulfillment request is assigned to a fulfillment center and your items are being processed, picked, and packed at the fulfillment center.
Partially fulfilled Your fulfillment request is split into multiple packages and one or more of the packages hasn't been fulfilled.
Fulfilled All of the items in your fulfillment request are packed at the fulfillment center.
On hold Your fulfillment request can't be processed or assigned to a fulfillment centre. The instructions for releasing the hold are displayed on the fulfillment request details page.
Canceled Your fulfillment request in SFN is canceled. You have to manually request fulfillment from your Shopify admin to create a new fulfillment request.

Pending fulfillment requests

If you want to delay your order fulfillment so that you have time to make last minute edits, resolve customer issues, or cancel the fulfillment, then you can set a time delay on your fulfillment request.

When a fulfillment request for a paid order is set to delay before processing, it enters a Pending state. You can start processing a pending fulfillment request at any time.

Set a delay on a fulfillment request

  1. From your Shopify admin, go to Apps, and then click Shopify Fulfillment Network.
  2. Click the Settings tab.
  3. In the Fulfillment delay section, click the up arrow or enter the number of minutes that you want your orders to be delayed before processing.

Start processing a pending fulfillment

  1. From your Shopify admin, go to Apps, and then click Shopify Fulfillment Network.
  2. On the Overview tab, click View fulfillment requests.
  3. Click the fulfillment request that you want to start processing.
  4. Click Fulfill now.

On hold fulfillment requests

When a fulfillment request is placed on hold, that order has an On hold status with a specific tag that indicates the reason. When you have fulfillment requests that are on hold, your Task list in the Overview page of your SFN app displays Resolve held fulfillment request. If you want more information about the hold, then you can go to the details page for that request to learn the specific reason for the hold and how to resolve it.

Your fulfillment request can be on hold due to the following reasons that are indicated by their tags:

On hold reasons tags and their descriptions
On hold tags Description
Wholesale order needs review Your wholesale order needs to be reviewed by SFN.
Address is invalid Your shipping address is invalid and you need to resolve your shipping address errors.
No active fulfillment center No active fulfillment center is assigned to your shop.
Country is blocked The destination country is blocked from receiving your delivery.
Inventory not available The inventory required for your request isn't available.
Unrecognized product Your request contains an unrecognized product.
Store access is blocked Your store access is blocked.
Ineligible product Your request contains an ineligible product.
Fulfillment paused Your fulfillment is paused.
Canceled by fulfillment center Your request is canceled by the fulfillment center.
Placed on manual hold Your request is manually placed on hold. You can access and release any fulfillment requests that are on hold in your SFN app.

Access on hold fulfillment requests

You can access the reason for the hold on your fulfillment request on its details page.

  1. From your Shopify admin, go to Apps, and then click Shopify Fulfillment Network.
  2. In the Tasks section, you can choose which on hold fulfillment requests you want to access.
    • To display all on hold fulfillment requests, click Resolve held fulfillment request.
    • To display on hold fulfillment requests for a specific reason, click SHOW DETAILS, and then click a reason for the hold.
  3. Click the fulfillment request that you want to access.

If you're on the Shopify order details page for the fulfillment request that's on hold, then you can click View fulfillment details.

Manually place your fulfillment requests on hold

To delay the fulfillment of a request for as long as you want, you can manually put a Pending fulfillment request on hold. If you manually place your request on hold, then it stays in an On hold state until you manually release the hold for that request.

  1. From your Shopify admin, go to Apps, and then click Shopify Fulfillment Network.
  2. On the Overview tab, click View fulfillment requests.
  3. Click the fulfillment request that you want to put on hold.
  4. Click Place on hold, and then click Place on hold to confirm.

If you want to stop the progress of an In progress fulfillment request, then you can manually cancel the fulfillment request.

Release the hold on a fulfillment request

If your fulfillment request has a reason for being on hold, then make sure that you resolve the error before releasing the hold.

  1. From your Shopify admin, go to Apps, and then click Shopify Fulfillment Network.
  2. In the Tasks section, you can choose which on hold fulfillment requests you want to access.
    • To display all on hold fulfillment requests, click Resolve held fulfillment request.
    • To display on hold fulfillment requests for a specific reason, click SHOW DETAILS, and then click a reason for the hold.
  3. Click the fulfillment request that you want to release the hold on.
  4. Click Release hold.

After you release the hold, you can refresh the page to display the order status as Pending. If you try to release the hold before fixing the reason for the hold, then the request goes back into the On hold state.

Cancel fulfillment requests

Fulfillment requests that won't be fulfilled by SFN have a Canceled status. Your fulfillment request can be canceled due to the following actions:

  • The order is assigned to a different location in your Shopify admin.
  • The entire order is canceled in your Shopify admin.
  • The order's products or their quantities are edited in your Shopify admin. This cancels the original fulfillment request and creates a new one.
  • The fulfillment request is manually canceled in your SFN app.

The process for canceling your fulfillment request depends on its status. If your fulfillment request is Pending or On hold, then you can cancel the order of your fulfillment request in your Shopify admin. If your fulfillment request is In progress, then you can manually cancel your fulfillment request in your SFN app.

To process a canceled fulfillment request, you need to click Request fulfillment in the order details page from your Shopify admin. This creates a new fulfillment request that can be processed.

If you want to stop the progress of a Pending fulfillment request, then you can manually place your fulfillment requests on hold.

Manually cancel your fulfillment requests

If you don’t want your In progress fulfillment request to be shipped, then you can manually cancel an fulfillment request in your SFN app.

  1. From your Shopify admin, go to Apps, and then click Shopify Fulfillment Network.
  2. On the Overview tab, click View fulfillment requests.
  3. Click the fulfillment request that you want to cancel.
  4. Click Request cancelation, and then click Request cancelation to confirm.

Request partial fulfillment

SFN tries to fultill your entire request in a single box to save shipping and fulfillment costs.

If you want to remove some items and fulfill only a part of the fulfillment request, then you can split your fulfillment request. For example, if one of the items in the request is out of stock, then you can remove it from the request so that the remaining items can be delivered to customers as soon as possible.

To remove items from a fulfillment request, you need to remove the item from your order in Shopify, start the fulfillment in your SFN app, and then add the item back to your order in Shopify.

Steps:

  1. From your Shopify admin, go to Orders.
  2. Click the order that you want to edit.
  3. On the order details page, edit the order to remove the item that you want SFN to fulfill separately from your Shopify order. Editing your order cancels your orginal fulfillment request in SFN, and a new request with the remaining items is created.
  4. Click View fulfillment details.
  5. On the fulfillment request page in your SFN app, click Fulfill Now.
  6. Click the order number in the Summary section.
  7. On the order details page in your Shopify admin, edit the order to add the item that you removed previously. The new item is displayed as a separate Unfulfilled fulfillment card in the order and SFN receives a separate fulfillment request.

If no inventory is available to fulfill the items, then the request is automatically placed on a hold until inventory is received.

Set up order processing

The Order processing section indicates whether order processing is activated or deactivated.

When Order processing is activated, SFN automatically processes and fulfills new orders for you. By default, order processing is set to be active when you set up SFN for your store.

If Order processing is deactivated, then SFN creates fulfillment requests in a Pending state but doesn't automatically process or fulfill those requests. Deactivating order processing doesn't cancel orders that are already being processed.

Steps:

  1. From your Shopify admin, go to Apps, and then click Shopify Fulfillment Network.
  2. Click the Settings tab.
  3. In the Order processing section, you can do one of the following actions:
    • If Order processing is deactivated and you want to activate it, click Activate, and then click Activate again to confirm.
    • If Order processing is activated and you want to deactivate it, click Deactivate, and then click Deactivate again to confirm.

Monitor your fulfillment requests in your Shopify admin

You can monitor the progress of your SFN fulfillment requests on the Orders page in your Shopify admin by filterring orders that have SFN tags. For example, to display all your Shopify orders that have an on hold SFN fulfillment request, you can filter your orders in Shopify admin using the SFN: On hold tag.

Your Shopify orders are automatically tagged by SFN based on the status and on hold reason of their fulfillment requests. To accurately filter your orders with SFN fulfillment requests tags, make sure to use the exact tags that are assigned by SFN when you're filtering.

Use the following tags to filter your orders according to the status of the SFN fulfillment request:

  • SFN: Accepted
  • SFN: Requested
  • SFN: On hold
  • SFN: In progress
  • SFN: Canceled
  • SFN: Fulfilled
  • SFN: Partially fulfilled

Use the following tags to filter your orders according to the on hold reason for the SFN fulfillment request:

  • SFN: Invalid address
  • SFN: Country not supported
  • SFN: Inventory not available
  • SFN: Canceled by fulfillment center
  • SFN: Fulfillment paused
  • SFN: Custom packaging out of stock

To display your filtered lists of orders with SFN tags again in the future, you can save your filter. Saving your filter creates a tab in the Orders page that you can click to view your filtered orders. The orders that appear in saved filters are updated automatically.

Steps:

  1. From your Shopify admin, go to Orders.

  2. Click More filters.

  3. Click Tagged with, and then copy and paste the SFN tag that you want to filter by.

  4. Click Done.

  5. Optional: To save your filter, click Save view, enter a name for your new filter tab, and then click Save view.

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