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.

You don't have to type the order number exactly as it's stored. Searching 632037 also finds an order saved as #632037, and a partial number matches too — exact matches are listed first, then numbers starting with what you typed, then numbers containing it.

Search looks at both the orders already synced into Packr and your WMS directly, so orders created moments ago are findable before the next sync completes. If your WMS is slow to answer, Packr returns the synced results rather than making you wait.

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)

Read the Pax summary of an order

Every order detail page carries a PAX card in the right-hand rail. It reads the order — its status, holds, line items, and shipping details — and writes a short plain-English summary of where the order stands, followed by a Next: line suggesting what to do about it.

The card loads on its own when you open the order; there's nothing to select. While it's working you'll see a placeholder, and if the summary can't be generated the card is hidden rather than showing an error.

Note

The summary is a reading of the order data, not an instruction. Treat the Next: suggestion as a prompt to check something, and confirm against the Holds, Status, and line-item panels before acting on it.

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.

A hold you place or clear shows on the order in Packr as soon as the warehouse accepts the change — you no longer have to wait for the next sync to see it, or risk the order list still showing the old state.

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 (Mark Urgent, Reprocess, Cancel) is hidden once an order has shipments, because a shipped order can no longer be reworked.

Mark an order urgent, or cancel it

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

  • Mark Urgent — moves the order into the urgent queue so the warehouse prioritizes it. This action was previously called Escalate Order.
  • Cancel Order — cancels the order. This is irreversible.

Mark Urgent sets the order to the status your workspace has chosen for it. Admins pick that status under Settings in the Urgent Queue configuration; if more than one status counts as urgent, the chosen one is what a single Mark Urgent applies, and orders already sitting in any of the others stay in the queue.

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.

See who did what to an order

Each order's detail page carries an Activity section in the right-hand rail listing the actions people have taken on that order from inside Packr — who marked it urgent, who cleared a hold, who changed the carrier, and when. The newest entry is first, and the list refreshes after you take an action so what you just did is there.

This is worth knowing about because your WMS records every change Packr makes under a single connection account. The Activity trail is where the actual person is recorded, so it is the place to look when you need to know who on your team made a change.

Inbound shipment detail pages carry the same Activity section.

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 and updates automatically as the order moves through the warehouse. You can also set it yourself from the order's detail page.

  1. Open the order and find Status in the Properties rail.
  2. Pick a new status from the dropdown.

The change is sent to your WMS straight away — there's no separate Save button — and a confirmation appears once it lands. If the update fails, the status snaps back to what it was.

The dropdown lists the fulfillment statuses configured for your workspace, plus the order's current status if it happens to be an unusual one. It's unavailable while an update is in flight, and on orders that have already shipped.

Note

Changing the status here records the new status; it doesn't move the order through the warehouse. To act on an order, use the order actions instead: Mark Urgent 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. You can type a partial number, and you can leave off a leading # — searching 632037 finds #632037.

How do I change an order's status? Open the order and pick a new Status from the dropdown in the Properties rail. It saves to your WMS immediately. The dropdown isn't available on orders that have already shipped.

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.