Order processing

For the Shopify Fulfillment Network (SFN) to accurately process your orders, make sure that you prepare your products. If you need to change your product settings, such as the SKU, then contact the Fulfillment Success team before you make the change.

If you want SFN to deliver your package more quickly to customers, then you can upgrade the shipping label for your order.

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 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

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.

View your active fulfillments

In the Overview tab in your Shopify Fulfillment Network app, you can view your active orders.

Active orders can have the following statuses:

  • Accepted - Orders that have been accepted by the Shopify Fulfillment Network but are not yet assigned to a fulfillment center.
  • In progress - Orders that are assigned to a fulfillment center.
  • On hold - Orders that either need more information, or that can't be fulfilled. For more information, refer to Fulfillments on hold.
  • Returned - Orders that are sent back to an SFN fulfillment center because the package was labeled as return to sender.

To view all active orders, click View orders. To view orders with only one of these labels, click View in the column of the label.

Fulfillments on hold

If there is a problem with the shipping address of an order, for example if 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. In the Overview tab, click View in the ON HOLD column.
  3. Optional: Click the order to learn about the reason for its hold.

Release fulfillments that are on hold

Make sure that you fix the reason for the order hold before requesting fulfillment again.

Steps:

  1. From your Shopify admin, go to Apps > Shopify Fulfillment Network.
  2. On the Overview tab , click View in the On hold column.
  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, and then click Request fulfillment.

Request fulfillment

You can request that an order is fulfilled at any time, including before the Paid Orders Delay has completed. You can set your paid orders delay on the Settings page of the SFN app.

Steps:

  1. From your Shopify admin, go to Apps > Shopify Fulfillment Network.
  2. In the Overview tab, click View in the ON HOLD column.
  3. Select the order, or multiple orders, that you want to fulfill.
  4. Click More actions, and then click 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, and then click 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, click Mark as paid, and then click Create order.
    • If you're charging the customer for the order and need the customer to complete payment, then click Send invoice and complete the email.
    • If you're charging the customer for the order and have their payment details, then click Pay by credit card and enter the payment details.
    • If you're 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 Shopify Fulfillment Network listed as a location with available inventory. Make sure that there is only one Shopify Fulfillment Network location listed as a location in your Shopify admin, and that each variant lists that Shopify Fulfillment Network location in their variant settings.

Invalid shipping address

If a shipping address can't be verified, then a notification is shown in your Shopify Fulfillment Network app requesting that you update the address. The order is held by the Shopify Fulfillment Network until you update the address and the address can be verified. After the address is verified, then you can request fulfillment of the order and have it sent to the new address.

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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