Order Details
Table of Contents
- 1. Features — Order Info / Items & Fulfillments / Actions
- 2. FAQ — FAQ + Notices
- 3. Related Features
1. Features
The order details page gathers the complete picture of a single order: what the customer wants, how far the warehouse has gotten, and what was shipped. Here you can view receiver info and amounts, track the progress of every fulfillment and shipment, and run actions such as edit, hold, and cancel. When a customer calls asking "where is my package", this page gives the full answer.
Quick jump: Order Info ｜ Items & Fulfillments ｜ Available Actions
1.1 Order Info
The top of the page shows the order's basic data: receiver info such as "Receiver Name", "Phone", "Full Address", along with "Total Price", "Shipping Type", and "Sales Channel". If the order was imported from an e-commerce platform, the "EC Account" source is shown.
If the order is currently held, a hold warning appears at the top of the page, listing each hold's reason and who placed it, helping you decide how to proceed.
1.2 Items & Fulfillments
The details page presents the order's various aspects in tabs:
| Tab | Content |
|---|---|
| Items | The products in the order, each item's "Expected Quantity" and "Shipped Quantity", inventory status, plus the allocated batch and expiration date |
| Fulfillments | Each fulfillment under the order and its shipment status and tracking number. A fulfillment represents "the contents of one shipment" and is the document the warehouse actually works from |
| Parcels | Contents, consumables, and packing time of packed parcels |
| Serial Numbers | Serial numbers of shipped products (if the product has serial-number management enabled) |
| Value Added Services | Value-added service items and fees included in this order |
| Attachments | Order attachments, including manual uploads and files brought in with the import batch |
The relationship between orders and fulfillments: An order is the customer's shopping list, recording what the customer wants; a fulfillment is the shipping work order the warehouse builds from the order, recording what the warehouse actually ships. One order may be split into multiple fulfillments due to multiple warehouses or shipping in-stock items first, or merged with other orders into one fulfillment. So an order's status is in fact the aggregate of all its fulfillments' statuses.
Lower on the page is the order's history, listing each step — creation, edits, holds, shipping — in reverse chronological order for traceability.
1.3 Available Actions
The action buttons on the page show or hide automatically based on the order's current status — only the actions currently allowed appear.
| Action | When available / Effect |
|---|---|
| Edit | Enter Edit Order. Cancelable, canceled, or "Partial Shipped" orders can be edited; orders already in picking (fulfillment is "Processing") or fully shipped cannot |
| Hold Orders | Pauses shipping for orders in "Pending Allocation", "Allocated", "Processing", "Partial Shipped"; an order can have only one hold at a time |
| Cancel | Cancels the order and releases reserved inventory; "Partial Shipped" and fully shipped orders cannot be canceled |
| Resume Orders | Resumes a "Canceled" order; the system rechecks inventory |
| Check Stock | Rechecks inventory, used after restocking to try to release out-of-stock orders |
| Create Return | Creates a return order for this order |
| Print / download the shipping detail PDF |
2. FAQ
2.1 FAQ
▪ Why does one order have multiple fulfillments?
When products in the order are spread across different warehouses, some are out of stock and the in-stock ones ship first, or it's merged with another order to the same receiver, the system splits the order into multiple fulfillments. Each fulfillment is an independent shipping operation, shipped and tracked separately.
▪ What's the difference between "Expected Quantity" and "Shipped Quantity"?
"Expected Quantity" is the quantity the customer ordered; "Shipped Quantity" is the quantity actually shipped. When they differ, that item still has a portion unshipped (possibly out of stock or split).
▪ Why is there no "Edit" button on this order?
Action buttons show by status. When the order has entered warehouse picking (fulfillment is "Processing") or is fully shipped, the edit button is hidden automatically to prevent changing content already in process or shipped.
▪ The order address or store code is wrong, but the order isn't editable — what do I do?
When the order has progressed too far to be fully edited, you can hold the order first, then use "Correct Information" to edit fields such as receiver, phone, address, and store code (which don't affect items), then release the hold.
▪ What is the "Logs" tab for?
When the order came in via an e-commerce platform or external system integration, this records the data exchange with that platform, for troubleshooting sync issues. Manually created orders won't have such records.
▪ A shipment shows as deleted — what happened?
When editing an order, the system rebuilds the unshipped fulfillments and voids the original shipments along with them; these voided shipments remain in the list marked as deleted for historical reference.
2.2 Notices
⚠️ Important reminders
- Editing an order voids the unshipped fulfillments and their shipments and reallocates inventory, even if you only change one field
- Holding an order only pauses shipping; it does not cancel the order — to terminate an order, run cancel
- A fully shipped order cannot be edited or canceled; to adjust it, use the return flow
💡 Tip: When a customer calls to chase a package, check the shipment tracking number and delivery status in the "Fulfillments" tab to report the current progress.
3. Related Features
| Feature | Description | Link |
|---|---|---|
| Order List | Return to the list of all orders | Go |
| Edit Order | Modify the content of an unshipped order | Go |
| Add Order | Create an order manually | Go |