Taking actions¶

When you ask Pax (Packr AI) about an order, it can show an action card that lets you act on that order right from the chat — escalate it, fix the shipping address, place a hold, change the carrier, cancel it, and more. This page is for operators working orders in your warehouse.

Overview¶

An action card is an order summary inside a Pax chat with an action section attached. From the Brand Work Desk or any Pax chat, ask about an order and Pax may surface a card where you can:

• Escalate Order — move it to the urgent processing queue.
• Update Address — fix the shipping address.
• Manage Holds — place or release a hold.
• Update Carrier — change the shipping carrier.
• Cancel Order — cancel the order (cannot be undone).
• Record Shipping Error — log a misship/shipping error.
• Update Line Items — edit what's on the order.
• Create or update an inbound shipment.

Every action checks the order first, runs against your connected WMS (ShipHero), and respects your brand access. For asking Pax questions in the first place, see Asking questions.

Screenshot: A Pax action card with order details and action buttons. (pending capture)

How action cards confirm and validate¶

Before anything changes, Pax validates the action: it confirms the order exists in your WMS and that the action is allowed for the order's current status. If the order can't be found under a brand you're assigned to, Pax says the order can't be found rather than revealing it exists.

Some actions complete in one tap (Escalate, Cancel, Record Shipping Error). Others — Update Address, Manage Holds, Update Carrier, Update Line Items — open the order's detail page so you can review the details and confirm there.

Cancelling shows a clear warning first: "This will permanently cancel the order. This action cannot be undone." Status rules also apply — you can't cancel a delivered or already-cancelled order, and you can't change the address on an order that has shipped, delivered, or been cancelled.

Once an action runs, the card marks it Completed, with who completed it and when, so the same change isn't applied twice.

Escalate an order¶

Use Escalate Order to move an order into urgent processing.

1. Ask Pax about the order, then find the Escalate Order section on the action card.
2. Review the prompt: "Move this order to urgent processing queue?"
3. Select Escalate Order.
4. The card shows Completed when the order is in the urgent queue.

Fix a shipping address¶

Use Update Address to correct where an order ships.

1. On the action card, find the Update Address section. The card shows the Current address for reference.
2. Select Update Address. Pax opens the order's detail page.
3. Enter the corrected address and confirm the change there.

Place or release a hold¶

Use Manage Holds to put an order on hold or take a hold off.

1. On the action card, find the Manage Holds section.
2. Select Manage Holds. Pax opens the order's detail page.
3. Place or release the hold there, then confirm.

A hold pauses fulfillment until it's released — useful when an order needs review before it ships.

Change the carrier¶

Use Update Carrier to switch the shipping carrier on an order.

1. On the action card, find the Update Carrier section. The card shows the Current carrier.
2. Select Update Carrier. Pax opens the order's detail page.
3. Choose the new carrier (and method, if shown), then confirm.

Cancel an order¶

Use Cancel Order to cancel an order entirely.

1. On the action card, find the Cancel Order section and read the warning.
2. Select Cancel Order.
3. The card shows Completed once the order is cancelled.

You can't cancel an order that's already delivered or cancelled — Pax will tell you the order can't be cancelled in its current status.

Record a shipping error¶

Use Record Shipping Error to log a misship or other shipping problem against an order.

1. On the action card, find the Record Shipping Error section. Any Tracking numbers on file are shown.
2. Select Record Error.
3. The card confirms the shipping error was recorded for the order.

Recorded errors show up in your shipping-errors list. See Shipping errors.

Edit line items¶

Use Update Line Items to change what's on an order.

1. On the action card, find the Update Line Items section.
2. Select Update Line Items. Pax opens the order's detail page.
3. Adjust the items and quantities there, then confirm.

Create or update an inbound shipment¶

Pax can also create an inbound shipment, change its expected arrival date, or edit its line items.

1. Ask Pax to create an inbound shipment, supplying the purchase order number and the line items (SKU and quantity per line).
2. Review the details Pax repeats back, then confirm. Pax creates the purchase order and the linked inbound shipment.
3. To change an existing inbound shipment, ask Pax to update its expected arrival date or its line items, then confirm.

For more on inbound shipments, see Inbound shipments.

Why an action may be unavailable¶

Pax only shows actions you're allowed to take. If an action isn't offered or is greyed out, the card reads: " is not available for this order" (for example, "Cancel Order is not available for this order"). Common reasons:

• The action isn't allowed for the order's current status (for example, cancelling a delivered order).
• The order belongs to a brand that isn't assigned to you.
• The action was already completed and is marked Completed.

Your role and brand assignments determine what you can do. See Roles and permissions.

Common questions¶

Can Pax fix an address for me? Yes. On an order's action card, select Update Address; Pax opens the order so you can enter and confirm the corrected address. You can't change the address once an order has shipped, delivered, or been cancelled.

Can Pax put an order on hold? Yes. Use Manage Holds on the action card to place a hold (or release one). A hold pauses fulfillment until it's released.

Will Pax ask before making a change? Yes. Pax validates the order first, and each action card asks you to confirm. Cancelling shows a permanent-action warning, and address, hold, carrier, and line-item changes open the order so you can review before confirming.

Why can't Pax do an action for me? Pax only offers actions you have permission to run on brands assigned to you, and only when the order's status allows it. If you see " is not available for this order," the action is blocked by status, brand access, or because it was already completed. See Roles and permissions.

Can I undo a cancelled order? No. Cancelling is permanent and cannot be undone, which is why the card warns you before you proceed.

Where do recorded shipping errors go? A shipping error you record from a Pax action card appears in your Shipping errors list for follow-up and resolution.

Related¶

• Asking questions
• Orders
• Shipping errors
• Inbound shipments
• Roles and permissions