Need to change the items on an order? Maybe your customer selected the wrong item or is making a change because one is out of stock. This article covers the various updates you can make to a product on an order in ShipHero, including:
How to Add a Product to an Order
How to Update the Quantity of a Product on an Order
How to Remove a Product from an Order
As a best practice, if products need to be updated on an order, we recommend checking that the order is not currently being processed in ShipHero (as indicated by an order lock) and placing it on Operator Hold. This will prevent someone in the warehouse from pulling up the order and potentially processing it while you make changes.
After enabling a hold, we recommend updating the order on your store platform over editing the products in ShipHero. The changes to the order on your store platform should be imported to ShipHero and updated on the order as needed. Once your changes are complete and the order reflects the adjustments, remove the Operator Hold so your warehouse team can process it accordingly.
NOTE: Making changes to the products on an order via app.shiphero.com will NOT update the order on your sales channel. If the products are updated on the order in ShipHero you will need to update the information in the sales channel as well for the systems to match. For more information on changes that will/will not update between your store platform and ShipHero review the help articles pertaining to your specific store platform.
How to Add a Product to an Order
- Go to Orders> Manage Orders> and select the order you need to update.
- In the Search Bar on the order detail page, type in the name or SKU of the product you need to add. Select the product from the dropdown. If you have multiple warehouses, select the product associated with the appropriate warehouse where the order will be fulfilled.
- Once an item is selected from the dropdown, it will be added to the order and immediately saved, as indicated by the banner.
NOTE: If additional quantities of the item added are needed, you will need to adjust that separately; please keep reading on how to update the quantity of a product on an order.
How to Update the Quantity of a Product on an Order
- Go to Orders> Manage Orders> and select the order you need to update.
- Scroll to the line item that you need to update. Change the Ordered and the Pending Fulfillment sections as needed and hit Save Changes.
IMPORTANT: The Mobile application uses the Pending Fulfillment information so that the picker knows how many of an item they need to pick. Please ensure that when updating or removing the Ordered quantity, you also update Pending Fulfillment.
- Once saved, you will see in the order history the updates.
How to Remove a Product From an Order
You have two choices when removing a product from an order:
- Adjust the Pending Fulfillment quantity and Ordered quantity 0. This updates the line item status in ShipHero to Fulfilled even though it is not part of any shipments and will not show in the shipments report.
- Cancel the item using the Cancel button next to the appropriate line item. This updates the line item status to Canceled in ShipHero.
As stated above, neither of these changes will update the products in the order on your store platform.