How to update an active Order or place an Order Hold

Orders move quickly through our fulfillment process! If you'd like to upgrade shipping, make changes to an order, add or delete a SKU, or cancel an order, the below steps explain how to do this in ShipHero and Shopify. 

3 Main Things to Remember: 

• Only orders that are showing as "UNFULFILLED" can be edited or canceled. Orders that are showing as FULFILLED are final. It has effectively shipped and is out the door!
• If you wish to edit, add or delete a SKU while the order is in a tote and in progress, then you must notify your Account Manager of these changes. 
• Do NOT touch the tiers in Ship Hero on the order. This is an internal warehouse process only.  

If you wish to modify an order, log into Ship Hero and check to see if the order is showing as fulfilled or unfulfilled. 

If the order is showing as unfulfilled: 

• Check to see if the order is in a tote or not in a tote. "In tote" means the fulfillment process has begun and the order is currently being picked or is at a pack station. 
• The best way to check for orders that are in a tote is to go into Ship Hero:
  • Click Orders >Manage Orders
  • Filter by the order date range
  • Fulfillment status: Unfulfilled
  • Ready to Ship: Yes 
  • In Tote:  "yes" or "no"

If the Order is not in a tote:

• Place the order on Operator Hold in Ship Hero
• The order can now be updated and changes can be made to the address, shipping carrier/method or any necessary edits to SKUs (add or delete a SKU).
• Click update and remove the Operator Hold. 

If the Order is already in a tote: 

• Place the order on Operator Hold in ShipHero. This will stop the order from moving any further. 

• Once an order is on Operator Hold, updates can be made to the order in Ship Hero such as address change, shipping carrier/ method etc. 

If you need to edit, add or delete a SKU while the order is in progress:

• Place the order on Operator Hold and notify your Account Manager of the changes.
• Adding or deleting a SKU while the order is in a tote will send the order to the back of the fulfillment line to be re-picked and re-processed. 

If you wish to cancel the order, cancel the order on Shopify.