Fulfil an order

What this does

Takes a paid order from the queue to the carrier, and records each step so your store's history says what really happened rather than what was intended.

Before you start

• A paid order.
• Stock on the shelf for what is on it.

Steps

1. Open the order, or open Shipping for the whole queue.
2. Select Start self-fulfilment, or buy a label if you have a shipping account connected.
3. Work through the steps: start processing, confirm packed, confirm carrier handoff.
4. Shipping it yourself (no label bought in Torva)? When the parcel goes to the carrier, type the carrier and the tracking number from your label or post-office receipt, then Confirm carrier handoff. The number is saved to the order first, so it is in the customer's shipping email.
5. The note box is for your own records: a receipt number, where you dropped it off. It is optional while you pack. Handoff needs either a tracking number or a note, and delivery needs a note saying how you know it arrived.

What happens next

Confirming carrier handoff marks the order shipped and, if you have shipment emails switched on, tells the customer with their tracking number. Delivery is confirmed either by the carrier's own tracking or by you.

Common problems

I cannot cancel a fulfilment. If a label was bought, its refund has to be confirmed first. Torva will not let you cancel a fulfilment that has paid postage attached without acknowledging the money.

It will not let me confirm handoff. Add the tracking number, or a note saying how the parcel left (a receipt number, a drop-off). A label is proof you bought postage, not proof the parcel left.

I forgot the tracking number before confirming handoff. Add it on the order afterwards and it is saved to the order and the customer's account. Their shipping email has already gone without it, so reply to the customer with the number.

The order says shipped but tracking never moved. See Tracking.