This article reviews how to understand fulfillment status and manage orders from Shopify via the MasonHub App Integration.
Locations
MasonHub is listed under ‘App Locations’ on the ‘Locations’ page.
You will see the app tag next to the location when viewing inventory
Accepted and Rejected Feedback
Accepted and Rejected Feedback is one of the greatest benefits of the integration type. Your Customer Service team will be especially excited because they will have more visibility into what is happening with orders directly in Shopify and can confidently request and make edits and changes without having to go to the MasonHub OMS portal first!
With the Fulfillment Service integration method, Shopify makes a “fulfillment request” to the MasonHub app whenever an order is assigned to the MasonHub location. The MasonHub app will either accept or decline the request and the status will update in Shopify.
Fulfillment Request Accepted
Fulfillment Request declined
When a request is declined you can review the reason notes under the request declined tag or in the additional details field. If the order is declined because you're out of stock, you will need to resubmit the fulfillment request(s) once more inventory arrives. The request will not resubmit automatically. To prevent needing to resubmit the fulfillment request, we recommend creating an Oversell Policy.
Editing & Canceling Orders
You do not need to cancel the customer order to edit an item or quantity as long as the order is in open status in MasonHub OMS. You will cancel the fulfillment request, make your edit, and request fulfillment again.
Canceling a Fulfillment Request
The first step before making an edit is to cancel the fulfillment request. You can do this by opening the order, opening your three-dot menu, and selecting ‘Request Cancelation’
You will be prompted to add a note but this is optional. Add note and/or select ‘Request cancellation’ to submit the request.
Requesting Cancellation triggers an action for MasonHub to review the current status of the order. This review is the same as you’d perform when navigating to an order in MasonHub OMS and does not change the time in which you can make an edit. It does save you the time of having to navigate between multiple platforms.
Request Cancellation Pending
Request Cancellation Accepted
Request Cancellation Denied
Editing An Order
Once your Request for cancellation has been approved you can move forward with making edits to your order. Follow Shopify best practice for making all changes. You can make the following changes:
- Add item
- Remove item
When removing an item be sure to uncheck ‘restock item’. Since no inventory was sold you do not want to add any units. |
- Update Customer Information
- Update Address
You will not be able to make changes to the shipping method from Shopify or within MasonHub OMS.
Resubmitting The Fulfillment Request
Once you have made all edits you need to submit a new fulfillment request to MasonHub. You will see the Request Fulfillment button on the bottom right below the product details of the order.
Be sure to select the ‘Notify Customer’ box and select ‘Send Fulfillment Request’
A new fulfillment request will be sent to MasonHub. If you Navigate to MasonHub OMS, you will see multiple orders matching the Shopify order number. The order numbers will remain the same but the fulfillment IDs will change with each fulfillment request. The canceled fulfillments will show as canceled orders in MasonHub.
Short Shipped Orders
If there is not sufficient inventory and MasonHub has to short ship an order it will update from accepted to rejected status with the reason note identifying which item was shorted.
To manage your shorted orders you can take the following actions
- Create a backorder in MasonHub OMS
- Create an oversell policy in MasonHub OMS and submit a new request for fulfillment
- Add tag “forcebackorder’ to the order and submit a new request for fulfillment
- Assign the shorted item to another location for fulfillment