Fulfillment FAQs
- Tyler Martorano
- Robby Delgado
- 1.1 Q: How long does it take for an order to be sent to the fulfillment house?
- 1.2 Q: What are the fulfillment statuses?
- 1.3 Q: Why didn’t a fulfillment record generate with an order?
- 1.4 Q: Why isn’t a fulfillment record moving from Hold status?
- 1.5 Q: What is the difference between putting a fulfillment record back in HOLD status versus Reshipping?
- 1.6 Q: Why don’t my live sales have fulfillment records?
- 2 Failed Fulfillments
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.
Pending - Order received by fulfillment house.
Pending Shipment: A tracking number has been assigned to the package and is ready to be picked up by the carrier.
Shipped - Order has been shipped
Delivered - Order has been delivered.
Cancelled - Order was canceled.
RMA Pending - Fulfillment is waiting to receive the returned merchandise.
Returned - The order was successfully returned to fulfillment.
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.
Q: Why don’t my live sales have fulfillment records?
A: This is most likely due to either the base product or the campaign product not being set as shippable.
To fix this issue: Make sure the base product AND the campaign product (all applicable cycles) are all set as shippable.
Next, please submit a support ticket so the Konnektive team can assist.
Q: Why isn't my order going from Shipped to Delivered?
A: The delivered status is provided from the carriers API, we’re currently connected with USPS, FedEx, UPS, and Canada Post.
Failed Fulfillments
Here you will find the most common fulfillment failure reasons and how to resolve them
When a fulfillment fails you will be able to click on the “details” link to display the response Konnektive received from the fulfillment house which will contain the reason why the fulfillment had failed.
The most common reasons for failure are due to Invalid credentials added to the fulfillment plugin or due to the SKU added to base product in Konnektive not matching any SKUs registered with the fulfillment software.
If your credentials are incorrect
Navigate to Admin>Plugins>Fulfillment House Listing, edit the fulfillment house, then enter the new credentials and update. Once this is done you can then either reship the fulfillments or you can use the batch updater on the Customer>Fulfillment page to update the status of the orders back to Hold status.
If your SKUs are incorrect
This is a little more challenging as updates to the base products (and campaigns) will only be reflected upon new orders that are placed.
Unfortunately there is not a way to do this in batch so please follow the instructions below so you can correct the fulfillment records.
First, be sure to go to CRM>Products to edit your products and update with the correct SKU.
Second, go into the account settings for the account and ensure the “Allow Fulfillment Item Edits” option is enabled.
Once you do this you will be able to go into the fulfillment record and edit the product(s) to be shipped.
Next, navigate to a customer’s profile and use the Actions button to first Reship the failed fulfillment and then again to Edit the fulfillment.
When the box pops up to edit, you’ll want to add that same product to the fulfillment record and then update, this will add the product again but with the correct SKU. Then edit again and change the quantity to 0 on the original product. You’ll see when you edit the second time that both products will have their own SKUs.
You can also add the new product and set the quantity to 0 on the original in the same edit. However this will cause the fulfillment will fall into Cancelled status so you will need to reship again.
When you are finished, you’ll see the order is now in Hold status but the original line item shows as cancelled so it will not be included on the fulfillment export. With the order now being updated and in Hold status, this should be all you need to do as the orders will be picked up on the next fulfillment task.
This quick video illustrates the instructions above : https://monosnap.com/file/LwmEMeso4nHKU3otkUhIebEPwl3Xab
Unknown Error: Please contact customer service
Occasionally we find that fulfillment houses will have some downtime. In these scenarios, Konnektive tried to send the order to the fulfillment house but we did not receive a response from the fulfillment house, resulting in the above message.
When this happens, please use the reship option on the fulfillment record to put the order back in queue to be sent out to fulfillment again. This can be done manually per order or in batches via the Customer → Fulfillment page