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Q: How long does it take for an order to be sent to the fulfillment house?
A: Orders will send to the fulfillment house once every hour, about 15 minutes after the hour. You can set an additional delay to your products individually under CRM>Products
Q: What are the fulfillment statuses?
A: Hold - In queue to be sent to the fulfillment house.
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Failed - The order failed to reach the fulfillment house fulfillment.
Q: Why didn’t a fulfillment record generate with an order?
A: Ensure that the base product AND the campaign offer are both set to be shippable.
Q: Why isn’t a fulfillment record moving from Hold status?
A: Check the payment source. If the order was placed with a test card then these orders will never move out of Hold status.
Q: What is the difference between putting a fulfillment record back in HOLD status versus Reshipping?
A: If the fulfillment record failed or if you are changing the fulfillment house for the fulfillment record, you can place the order back into Hold status after correcting the fulfillment house error/change.
Reshipping must be used if the fulfillment record successfully reached the intended fulfillment house. This action is appends a string of numbers to the orderId which makes the orderId unique to the fulfillment house, preventing errors relating to duplicate orders. There is no visible change to the orderId on the customer’s profile.
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