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.

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, Status, Type, or Total column header. Selecting it again reverses the order, and the sort applies to the whole list rather than only the page you are looking at.
5. Use Previous and Next at the bottom to move between pages.

Columns Packr cannot order by — brand, carrier, shipping method, customer, and address — do not offer a sort arrow.

Rows for orders on hold, in an exception state, or with shipping errors are highlighted so they stand out. Each held order names its active holds as chips, so a client hold is visible without opening the order.

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.

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, Warehouse, and Hold filter buttons to limit the list. Hold offers All Hold States or On Hold, which narrows to orders carrying any hold. 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.

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.

Classify your order statuses¶

Your own warehouse statuses carry meaning Packr can't guess, so an admin can classify them under Settings -> Order Statuses. (This page replaces the old Urgent Queue settings, and the old address still opens it.)

Each status is one of three types:

• Standard — ordinary fulfillment progress.
• Urgent — counts as urgent. These are the statuses behind the Urgent Queue, the urgent counts, and escalation.
• Locked — the order is not to be touched. Locked orders are left out of the ship-today risk list and can never be escalated.

A Standard status also chooses the Urgent status it escalates to, so an order escalated from one brand's status lands in that brand's urgent status rather than somewhere unrelated. Packr suggests mappings from the status names and offers to apply them all at once. Any status without a mapping of its own falls back to the default urgent status, which you set in the Urgent group.

Each status can also carry a colour and a note. Colour follows the type by default — urgent statuses are amber — with a per-status override.

1. Go to Settings -> Order Statuses.
2. Set each status's type with the Standard / Urgent / Locked toggle. The row moves to its new group as soon as you change it.
3. For standard statuses, choose what they escalate to.
4. Select Save.

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 at the top of the left-hand panel. 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.

Check stock on an order's line items¶

Each line item on an order's detail page carries small stock tiles showing what is available and on hand for that SKU — both in total and per warehouse — without you having to open anything. Selecting a tile, or the SKU itself, opens the product's full inventory detail.

Warehouses are named on the line item and in the modal's Quantity by Warehouse breakdown, rather than shown as the warehouse's internal identifier.

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.

1. Open the order and find the Holds section in the left-hand panel.
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.

Two further holds come from your WMS and are shown read-only, ticked and locked, with a note saying who can lift them:

• Client Hold — set on the brand's side. Only the brand can release it, from your WMS.
• Shipping Method Hold — managed in your WMS.

Packr never places or releases these two: they are not offered when you place or release holds in bulk, and a bulk release leaves them in place. 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. Select Actions at the top right of the page, then Reprocess order.
3. Confirm in the dialog ("This will resubmit order … for allocation in the warehouse. Continue?") by selecting Reprocess.

Mark an order urgent, or cancel it¶

Two more actions live alongside Reprocess order in the Actions menu:

• 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 your workspace's default urgent status. Admins choose that status, and mark which statuses count as urgent, under Settings -> Order Statuses; if more than one status counts as urgent, the default is what a single Mark Urgent applies, and orders already sitting in any of the others stay in the queue.

See who did what to an order¶

Each order's detail page has an Activity tab 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 have the same Activity tab.

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 Shipping method in the About section of the left-hand panel.
2. Select the Shipping method field. It reads as carrier and method together, for example "FedEx · Home Delivery".
3. Pick a row from the list. Rows are grouped under carrier headings, and one pick sets both the carrier and the method. Search matches either the carrier or the method.
4. Select Save when the floating save button appears.

The list is the methods this order's brand has actually shipped with recently, taken from its own orders — not a generic list, and not another brand's. Each method appears once per carrier, with the wording your storefront uses shown beneath it, so two methods that both display as "Economy" stay separate rows.

If the brand has no recent shipping activity, or the list cannot be loaded, the picker still offers the order's own carrier and method and shows a short note explaining why there is nothing else to choose from.

The order's existing carrier and method are pre-selected when you open the section, including multi-word carriers such as DHL eCommerce.

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

Tracking appears as soon as the order has tracking to show, including a partially fulfilled order that is still waiting on the rest of its items — it is no longer held back until the whole order is fulfilled. Where the carrier gives Packr a tracking link, the number opens it in a new tab; where it does not, the number is shown as plain text rather than a guessed link.

If a carrier change is not confirmed by your WMS, the save stops and says so rather than hanging, and your edits stay on screen. The message tells you whether the change may still have gone through — in which case saving again is safe — or was rejected, in which case adjust it or select Revert.

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 its status at the top right of the page.
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.

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.

Creating an order needs the view-warehouse permission. Without it, the Create > Order menu entries and the create-order + on the Work Desk's order accordions are not shown. Editing, cancelling, or reprocessing an order is limited to orders on brands you have access to.

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.
• Files — open the Files tab to upload files (for example, a label or proof of address).
• Conversation — open the Conversation tab and select Start conversation to discuss the order with everyone who has access to the brand. A brand must be assigned to the order first. When the order already has a conversation, the page opens on this tab, and a dot on the tab shows unread messages.
• Related tasks — the Related section of the left panel lists the tasks linked to this order. Use Create at the top of the page to start a task that is already linked to the order, or to link an existing one.

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 Actions -> Reprocess order, and confirm. This resubmits the order so the warehouse re-allocates inventory to it.

How do I change the shipping carrier? Open the order, find Shipping method in the About section, and pick a new one — one pick sets both the carrier and the method — then save. It 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 status control at the top right of the page. 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.

Related¶

• Warehouse & WMS overview
• Shipping errors
• Inventory
• Notes
• Taking actions with Pax