Orders

The Orders screens show outbound customer orders synced from your connected WMS (ShipHero), so you can track status, sort out holds, change the carrier, and act on each order without leaving Packr. They are for both 3PL operators and brand users.

Who can use this

Orders are available to all members. What you see is scoped to your access: brand users see only the brands assigned to them, while workspace and 3PL admins see across brands. Some actions — such as placing or clearing holds and cancelling orders — are typically reserved for 3PL operators.

Overview

In Orders you can:

  • Browse the order list, sort it, and open any order.
  • Use saved views to keep a filtered list one tap away.
  • Search by order number and filter by status, brand, and warehouse.
  • Open an order to see its shipping/billing address, line items, carrier, holds, and financial summary.
  • Reprocess, escalate, or cancel an order, and place or clear holds.
  • Add notes, attachments, and threads to an order to collaborate with your team.

What you see is scoped to your access: brand users see only the brands assigned to them, while admins and operators can see across brands.

Screenshot: The Orders list. (pending capture)

Browse the order list

The order list shows one row per order with Order Number, Created Date, Status, Brand, Items, Shipping Carrier, Shipping Method, Customer Name, Address, and Total.

  1. Open the Orders area (for example, from the Brand Work Desk or global search).
  2. Select See All Orders to open the full list, or open a saved view.
  3. Select any row to open that order's detail page.
  4. Sort by selecting the Order Number, Created Date, or Total column header.
  5. Use Previous and Next at the bottom to move between pages.

Rows for orders on hold, in an exception state, or with shipping errors are highlighted so they stand out.

Use saved views

Saved views are pre-filtered lists of orders (for example, "On hold" or a single brand) shown as cards on the Orders landing screen, each with a live count.

  1. On the Orders landing screen, select a view card to open that filtered list, or select See All Orders for everything.
  2. To make a new view, select the Create View tile and choose the status, brand, and warehouse filters you want.
  3. To edit a view you own, open it and select the settings (gear) button in the header.

Note

A view's filter is shown as a short description at the top of the list (for example, "Filtering where status is Backordered."). Global views shared across your workspace can be opened by everyone but only edited by their owner.

Search and filter orders

Use search and the filter buttons to narrow the order list.

  1. In a saved view, type into Search orders; in the full list, select the search icon and type into Search by order number.
  2. Use the Status, Brand, and Warehouse filter buttons to limit the list. Brand users may see only their assigned brands.
  3. Clear the search box or set a filter back to All to widen the results again.

Tip

Search matches the order number. To find an order by customer or address, open the relevant brand or status view first to shorten the list.

Understand order statuses

Each order shows a status chip. Common order statuses are:

  • Open — order received, not yet processed.
  • Pending / Processing — being worked in the warehouse.
  • Backordered — one or more items are out of stock, so the order is waiting on inventory before it can ship.
  • Partially Fulfilled — some items shipped, others are still outstanding.
  • Fulfilled — picked and packed, ready to ship.
  • Shipped / Delivered — handed to the carrier / received by the customer.
  • Exception — the order is on hold or needs attention (see the Order Exception banner below).
  • Cancelled — the order was cancelled.

Order status is synced from your WMS and reflects what is happening in the warehouse, so it updates as the order moves through fulfillment.

Read the Order Exception banner

When an order is in an Exception state, a yellow Order Exception banner appears at the top of its detail page with a subtitle naming the reason (for example, "Address Hold" or, for multiple holds, "Address Hold • Fraud Hold").

The exception usually means the order is on one or more holds. Clear the holds (below) to move the order back to normal processing; when every hold is removed, the order returns from Exception to Open.

Screenshot: The Order Exception banner on an order. (pending capture)

Place or clear an order hold

Holds pause an order so someone can review it before it ships. The Holds panel on the order's detail page lists four hold types:

  • Fraud Check — order requires fraud verification before processing.
  • Address Verification — the shipping address needs to be verified.
  • Operator Review — manual review required by a warehouse operator.
  • Payment Issue — a payment verification or processing problem.

Operators

Placing and clearing holds is typically a 3PL operator task. Brand users can usually see holds but may not be able to change them.

  1. Open the order and find the Holds panel in the right rail.
  2. Tick a hold's checkbox to place it, or untick it to clear it.
  3. Select Save when the floating save button appears to apply your changes.

An order can also carry a client hold set on the brand's side. After an order has shipped you can remove existing holds but cannot add new ones.

Reprocess an order

Reprocessing resubmits an order so the warehouse re-allocates inventory to it — useful after a backorder clears or a hold is resolved.

  1. Open the order's detail page.
  2. In the Order Actions section, select Reprocess Order.
  3. Confirm in the dialog ("This will resubmit order … for allocation in the warehouse. Continue?") by selecting Reprocess.

Note

The Order Actions section (Escalate, Reprocess, Cancel) is hidden once an order has shipments, because a shipped order can no longer be reworked.

Escalate or cancel an order

Two more actions live alongside Reprocess in the Order Actions section:

  • Escalate Order — moves the order into the urgent queue so the warehouse prioritizes it.
  • Cancel Order — cancels the order. This is irreversible.

Warning

Cancelling an order cancels it in both the WMS and the storefront and cannot be undone. To confirm, you must type the keyword shown in the confirmation dialog before the Confirm Cancellation button takes effect.

Change the shipping carrier or method

You can change how an unshipped order will ship from its detail page.

  1. Open the order and find the Shipping Information section.
  2. Use the Carrier dropdown to pick a carrier.
  3. Use the Shipping Method dropdown to pick a method for that carrier.
  4. Select Save when the floating save button appears.

Once an order has shipped, the carrier, method, and tracking are shown as read-only and can no longer be changed.

Change an order's status

Order status reflects fulfillment progress synced from your WMS, so it updates automatically as the order moves through the warehouse. You do not set the status by editing the status chip directly. Instead, use the order actions: Escalate Order raises priority, Reprocess Order resends it for allocation, Cancel Order cancels it, and clearing every hold moves an order out of Exception.

Create or edit an order

You can create a new order or edit an existing one from Orders.

  1. To create, select Create Order on the landing screen (or the + button in a list).
  2. In the Create New Order dialog, choose Direct to Consumer or Wholesale, then fill in the customer name and shipping address.
  3. Add at least one line item with the + button next to Line Items — an order needs at least one product before it can be saved.
  4. Set the carrier and shipping method, then save. The save button stays disabled until there is a line item.
  5. To edit an order, open it, change the address, line item quantities, prices, or shipping fields, then select Save to apply your changes.

A Financial Summary at the bottom totals subtotal, shipping, tax, discount, and the order total. A shipped order is locked: an Order Shipped banner explains it cannot be edited.

Add notes, attachments, and threads

Each order detail page is a place to collaborate, not just read.

  • Notes — capture context on the order; see Notes.
  • Attachments — expand the Attachments panel in the rail and select + to upload files (for example, a label or proof of address).
  • Threads — select Convert to thread to turn the order into a discussion your team can reply to. A brand must be assigned to the order before a thread can be created.

You can also bookmark an order from the bookmark button in its header to find it quickly later. See Bookmarks.

Common questions

Why is my order on hold? A hold pauses the order for review. Open the order and check the Holds panel for which hold is active — Fraud Check, Address Verification, Operator Review, or Payment Issue — and the Order Exception banner for the reason. Clear the hold to let the order continue.

What does backordered mean? Backordered means one or more items on the order are out of stock, so the order is waiting on inventory before it can ship. Once stock arrives, you can reprocess the order to re-allocate it. See Inventory.

How do I reprocess an order? Open the order, select Reprocess Order in the Order Actions section, and confirm. This resubmits the order so the warehouse re-allocates inventory to it.

How do I change the shipping carrier? Open the order, go to Shipping Information, and pick a new Carrier (and Shipping Method), then save. Carrier can only be changed before the order ships.

How do I search for an order? Use the search box on the order list. In a saved view it reads Search orders; in the full list, select the search icon and type into Search by order number.

Why can't I edit this order? If the order has shipped, an Order Shipped banner appears and its fields are locked. You can still remove existing holds, but you cannot edit the address, line items, carrier, or add new holds.