Order Status

This document explains all the different order status the order goes through before shipping. Here you will be able to identify at what point should we step in and when we should advise the customer we are working on it. 

Step-by-step guide

Printed - 

This means the order is in the normal process of our warehouse. At this stage, it is in our warehouse awaiting for the items to be pulled. So it is on the conveyor belt and going through all the stations and having the items placed in the box. If a customer inquires and it is at this stage and past the Estimated Delivery Date, then this can be further inquired on with CSAdmin. However, if it is not past the Estimated Shipping Date, then advise the customer we are working on it.  

Cancelled Normal- 

What this means is the order was cancelled prior to shipping from our warehouse. This is most likely because the customer has cancelled the order themselves. There is a note indicated in the Order Note for why it was cancelled.

Waiting For Stock-

What this status means is that an item in our warehouse needs to be replenished. This could be that the Bin to pull the item is empty and they are waiting for it to be refilled, or it could be completely out of stock. If on the item it is indicated Out of Stock then we would need to cancel the item from the order to have it move forward in the processing. If it is indicated that it is in stock but not in Pick Module, then we can ask the customer if you want to wait for it to be replenished or if you want us to cancel the item from the order. Normally if the customer elects to wait it is a 24 hour delay in processing.  

Undeliverable - 

What this means is that the shipping carrier will not accept the label to be printed how the customer submitted the address. So we have a team that makes the correction to the address and get it approved to finalize and ship.

This does not mean there is any delay's in the shipping process. These are normally resolved the same day and ship before the Estimated Shipping Time provided. 

We should let the customer know our team is working on it and it will ship as soon as possible. We should not offer any compensations for this matter.

On Hold -

What this means, is the order is on a verification hold. This means something has been requested by our Verify Team and the order will not proceed to the warehouse until it is cleared up. Verify may ask the customer for some key information to determine if it is a fraud order or not. If they do not provide it then the order is cancelled by that team. Also the account may be put as In-Active until the information is provided. We can easily reach out to our Verify Team for assistance with these if needed.

On Hold - AUTH Code Provided To CS

When an Order is on hold pending for the Auth Code to be provided, we in CS can now accept the Auth Code and Approve the order for shipping. So when you see the screen above, and a note is indicated that it is waiting on the Auth Code from the Customer .If the Customer provides the Auth Code in the email to Customer Service, we do not need to forward it to Verify any longer. You will check that the Auth Code matches to what we have on the Website. (***Note it can be one number off. However do not provide this to the customer.) 

After Confirming the Auth Code, you would click on the Fraud Order Info Tab. Here you should make the comment "Auth Code XXXXXX provided by Customer in EMail # XXXXXX." Then press Approve. We should never Press Reject or Report Fraud. This will be determined by the Verify Team still. If the Customer Cannot Provide the Correct Auth Code, then you should reach out to the Available Verify Rep on your shift for assistance. 

On Hold Multiple Order- 

What this means, is the order is held due to multiple orders being processed. Some countries like Japan for instance has a limit of 2 orders that can be shipped in one day due to customs. So these orders may take longer than normal to process depending on the amount of orders the customer has placed. These are determined based on the shipping address and phone numbers on the orders. So even if the customer uses a different shipping address, if they use the same phone number it can cause this type of hold to happen. 

Waiting For External Payment- 

What this means, is the customer has chose to use an external payment option. This would be Boleto, Kovini, Convenience Store.... The status will stay like this until we receive confirmation from those payment sources that it has been completed. We send out reminder emails to make the payment as it will only stay on hold for 3 days. If the payment is not received then it will be cancelled. Also we are working on adding an email notification when we receive the payment for the customer to reference.