Fulfil an order
Move a paid order through packing to the carrier, buy a shipping label, and record the evidence that it actually went.
- Who can do this
- Owner, Admin, Staff
- Plan availability
- Compare current packages
- Last checked
- September 20, 2026
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
- Open the order, or open Shipping for the whole queue.
- Select Start self-fulfilment, or buy a label if you have a shipping account connected.
- Work through the steps: start processing, confirm packed, confirm carrier handoff.
- Each confirmation asks for operational evidence — a packing note, a carrier receipt reference. Fill it in honestly; this is what you will read back when a customer asks where something is.
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. Evidence is required. A label is proof you bought postage, not proof the parcel left.
The order says shipped but tracking never moved. See Tracking.
Still stuck?
Ask Torva from inside your account. It knows everything in this article and can also see what your own store is currently doing, so it can answer for your situation rather than in general.