Stuck Orders and Fulfillment Requests: Holds, Routing and Statuses
Summary
Why an order has no fulfillment requests or a request was not sent: shipping policy, holds, routing logs, Not Managed, Unprocessed, Additional Info Required, and the accounting explode error.
Open Orders (tray icon) and click the order. The status tag is at the top. Shipping Policy and FFL Information are in the left panel. Each fulfillment request has a card in the Fulfillment Requests section, next to Order Routing Logs. Most fixes are in the Actions menu.
A red "No Shipping Mapping for" box and an empty Shipping Policy
The channel's shipping text is not mapped to a shipping policy, and an order with no policy cannot create fulfillment requests. Pick the policy in the Shipping Policy dropdown, or click Create New Mapping to map that text once for future orders. Then use Actions > Release Hold if the order is On Hold, and Actions > Generate Fulfillment Requests.
The order is On Hold
The order's status history says why: a person held it, the routing group could not route it, it looked like a duplicate at import, or an import rule held it. Fix the cause, then use Actions > Release Hold. The order goes back to Open. For a duplicate you do not want, use Actions > Cancel Order.
The order is Open but nothing was routed
Click Order Routing Logs in the Fulfillment Requests section. It names the reason: items not linked to source products, no stock, or sources missing from the routing group. Fix it, test with Order Routing Preview, then generate the requests.
The order is Not Managed
None of its items are linked to products in Flxpoint, so it is not routed. Link the items, then generate the requests.
| Request status | What it means and what to do |
|---|---|
| Unprocessed | Every new request starts here. Use Actions > Process on its card, or turn on Auto Process Fulfillment Requests under Settings > Orders > Fulfillment Request Strategy (off by default; a source can override it). |
| Additional Info Required (Fulfillment: N/A) | Not an error. The request holds firearm items and the order has no FFL dealer details. Click the pencil in the FFL Information panel on the left and save the dealer's details. If the items are not firearms, click Clear next to the status and fix Requires FFL on the product. |
The accounting sync says "Failed to explode order ... by Fulfillment Request"?
This is not a supplier error. "No purchase orders" means the order has no fulfillment requests yet. "Does not contain all the original items" means the requests' quantities do not add up to the order's. Fix the mismatch, then use Actions > Clear Errors on the order.