Order Management
Order Management

Order Management

What to Know Before Editing Orders

When possible, edits should be made before an order is sent to the warehouse for fulfillment.

There is a default 5 minute delay between when an order is placed, and when it is sent to the warehouse for fulfillment. Your store's Order Delay may be increased or decreased depending on your preferences. Reach out to your Account Manager to make changes.

Once the warehouse begins the process of fulfilling an order, the ability to make edits or cancel an order depends on the state of the order within the warehouse. Edits and cancellations are not guaranteed once the warehouse has begun processing the order. After an order is edited in Airhouse, updates from your ecommerce store will no longer be automatic, such as address changes or tracking number updates.

How Editing Orders Affects Notifications and Payments

Shipping Notifications

Editing an order in Airhouse will break shipment notifications for your customers. After editing an order you may need to manually update tracking information within your ecommerce store.

Payments

When you make edits within Airhouse, any charges or refunds that are associated with the edit will have to be done manually through your store. After editing an order you will need to manually process updated charges within your store.

Edit an Order

When editing an order, you have the option to add or remove SKUs and update quantities ordered.

Navigate to the order you want to manage and from the order action dropdown select "Edit" to make necessary changes.

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Duplicate an Order

Whenever you may want to reship an order, follow the below steps:

Steps to duplicate and order:

  1. Search the order # on the Orders dashboard and open the order
  2. Click the Order button
  3. Select Duplicate
  4. Make any desired adjustments
  5. Submit the order
  6. To reference the original order, click the "Duplicated Order" link in the header of any duplicate order.

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Duplicated orders by default will have a -1 added to the end of the order number when duplicating. This is editable if you'd like to change the order number, but it must be unique. e.g. If you see order AH#8AA09C8E-1, it is likely a duplicate of order AH#8AA09C8E

Cancel an Order

When cancelling an order that is in progress, but has unshipped fulfillments, you have two options available.

Option 1: Cancel Open Fulfillments - Cancelling open fulfillments will cancel those in progress, but allows you to resubmit this order at a later time. This is option is best for when you intend on resubmitting at least part of an order, but don't want for it to be shipped out right now.

Option 2: Cancel Entire Order - Cancelling an entire order will delete the order's information in Airhouse. This option is best for when if you don't intend on ever completing that order, as in the case of refunding a customer.

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Steps to cancel an order:

  1. Search the order # on the Orders dashboard and open the order
  2. Click the Order button
  3. Select Cancel
  4. Select Cancel Entire Order or Cancel Open Fulfillments
  5. Submit the cancellation

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Hold an Order

Any unfulfilled order can be held before it is sent to the warehouse. The order will be held and will not process until you release the hold.

Steps to hold an order:

  1. Search the order # on the Orders dashboard and open the order
  2. Click the Order button
  3. Select Hold Order
  4. Confirm the hold

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Self-Service Order Processing

If you click on an order, you can use the order management toggles on the left side to prioritize the order and/or force an order to be fulfilled that would not normally auto-process due to specific conditions and store rules.

  • Set High Priority - Give the order higher priority than other unfulfilled orders in a New Status.
  • Bypass Checks - Disregard store rules and process the order. If this is a Shopify order, disregard Shopify financial status.
  • Enable Partial Fulfillment - Allow the order to be sent in multiple shipments as items become available. Each additional shipment will incur its own fulfillment and shipping costs

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Note: it will take a minute or two for the order to begin processing after turning on one of the above toggles.

Finding an Edited Order

You can find modified orders a few ways on the Order list:

  • Edited orders can be found by filtering the Order Status for Edited (Not Synced)
  • Held orders can be found by filtering by Customer Hold
  • Cancelled orders can be found by filtering the Order Status for Cancelled

Create a Manual Order

If you create an order directly in Airhouse, you can bypass the payment portal in Shopify completely. This can be used to send orders for wholesale, PR gifting, etc.

Please note that when creating manual orders, the shipping method will be the default method you set up during onboarding. If you want to ship an order using another specific shipping method, you will have to explicitly select it.

To create a single order in Airhouse:

  1. Click on Create Order
  2. Add the products that you would like to send
  3. Update the quantity of units
  4. Add the recipient contact information and address
  5. Add notes or instructions for the order (optional)
    6. ⚠️
    By adding a note or instructions, the order will be placed on hold and you will need to contact your Account Manager to release the order. You should use this section if uploading a wholesale order or for anything that requires special processing.
  6. If applicable, ensure that holds are released by communicating with your Account Manager
  7. Submit the order

To create a bulk order in Airhouse:

  1. Click on Upload Bulk Order
  2. Download the sample CSV
  3. Create unique Order ID numbers for each order
  4. If you are sending more than one SKU in an order, create multiple rows with the same Order ID number for each SKU
  5. Add a Province Code, the two letter state or province code
  6. Add a Country Code, the two letter country code you are shipping to - for example US, not USA
  7. Make sure the zip code is 5 digits for US addresses
  8. Insert information to columns O-T as needed. You can use these fields to include additional information for wholesale orders and put the order on hold.
    9. ⚠️
    If you add information to these columns, the order will be placed on hold once submitted to Airhouse. To release the order you will need to contact your Account Manager. If you do not add information under the Notes column, then a hold will not be triggered and Airhouse may not be able to communicate instructions to the warehouse properly.
  9. If applicable, ensure that instructions are sent and holds are released by communicating with your Account Manager
  10. Save the CSV file
  11. Upload to Airhouse and submit

Additional Questions?

For any questions on managing your orders, please reach out to your Account Manager.

Related Topics

Fulfillment Settings
Fulfillment Settings