Orders guide

Process imported and manual orders through fulfilment safely.

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Use Sales → Orders to process incoming orders from connected channels and manual entry.

What you can do

  • Search and filter orders
  • Use header quick filters for In progress, To pick, Awaiting payment, and Dispatch SLA at risk (SLA = service-level agreement)
  • Use the Queue dropdown for To allocate, To pick, and Ready to dispatch
  • Use Dispatch SLA for urgency and lateness, including overdue work
  • Open order detail from the linked order number in the Order column
  • Allocate stock
  • Mark orders shipped
  • Mark dispatched orders delivered when delivery evidence is available
  • Cancel orders (where allowed)
  • Contact buyers from supported channel orders
  • Track payment, fulfilment, and delivery status

On narrower layouts, the Order column becomes the primary summary cell. When the standalone Status column is hidden, the order status badge folds into Order. Use the linked order number to open the detail form.

Search behaviour

The Orders search is designed to match fields users can see in the list:

  • The ChannelWeave order number, for example SO-000945
  • The external order reference shown below the order number
  • The buyer name
  • The visible buyer code / username shown under the buyer name

Full buyer email addresses are searched only for email-like queries, such as queries containing @ or longer values. This avoids short searches matching hidden email domains rather than the visible row content.

Order sources

Orders can come from:

  • eBay
  • Amazon
  • Shopify
  • Website
  • POS (manual entry)

Typical fulfilment flow

  1. Review new/in-progress orders.
  2. Confirm stock allocation. Allocation reserves specific warehouse balance slices in FEFO order when lot/expiry data is present.
  3. Complete picking and dispatch. Dispatch consumes the reserved slices, writes dispatch inventory movements, and records product cost for margin reporting.
  4. Update tracking/shipping details.
  5. Mark the order delivered once carrier, channel, or customer evidence confirms receipt.
  6. Monitor exceptions (for example cancelled or blocked orders).

Orders must be fully allocated before dispatch. This keeps stock, bin reservations, pick work, and COGS aligned to the same warehouse source of truth.

Fulfilment ownership

ChannelWeave tracks fulfilment progress separately from fulfilment ownership. Fulfilment status answers how far through fulfilment is this order?, while fulfilment owner and service answer who is responsible for fulfilment, and through which service?.

Seller-managed eBay, Shopify, Website, and POS orders default to seller-owned, seller-managed fulfilment. Amazon marketplace orders can later distinguish merchant-fulfilled (Amazon MFN) from Amazon-fulfilled (Amazon FBA) work, and non-Amazon orders fulfilled via Amazon are recorded as Amazon MCF.

When a single order uses different fulfilment owners or services by line, the order level shows Mixed; each line keeps its exact owner and service.

Amazon MCF fulfilment requests are created from non-Amazon sales orders only. When Amazon accepts an MCF create request, ChannelWeave records Amazon MCF ownership for the selected lines and recomputes the order summary, but it does not change the order lifecycle status or move warehouse stock.

Enterprise safeguards

Sales-order actions are protected by role permissions rather than a session check alone. Read-only users can view orders, while allocating, deallocating, dispatching, delivering, cancelling, refunding, capturing payment, creating, and editing orders can be granted separately.

Mutating order forms include duplicate-submit protection, so a browser refresh, double-click, or retry cannot submit the same action twice.

Manual fulfilment actions lock the order and relevant order lines while they run. Allocation, deallocation, cancellation, dispatch, delivery, POS payment capture, line changes, buyer contact, channel ingestion, and refund submission also write to the order's operational history so actions remain auditable.

Buyer and order maintenance

From order detail you can:

  • Review buyer and address details
  • Update editable order fields
  • Review line-level status and quantities
  • Delete one or more selected order lines before dispatch starts. If selected lines have allocated stock, ChannelWeave releases those reservations before removing the lines and recalculating order totals.
  • Review the optional costing estimate when Settings → Costing & overhead is enabled. This shows recorded FIFO product cost, estimated overhead, and contribution after recorded costs without changing the order total.
  • Use Contact buyer when the order channel has a supported messaging route

Sales order line quantities are entered and displayed in the stock item’s sales/listing unit when a stock item is linked. ChannelWeave also stores the base inventory quantity on the line so allocation, dispatch, warehouse movements, and stock history stay aligned with the stock item’s base unit.

Contact buyer supports:

  • Amazon orders through Amazon's order-scoped SP-API Messaging actions. The app checks the allowed actions for the order before sending.
  • eBay orders when the order has a buyer username and an eBay item id on a line.
  • Website orders when the order has a valid buyer email and the Website reply relay is configured.

Outbound contact is stored in Inbox → Messages so the sent message remains visible with the order's channel badge. Amazon inbound buyer-message import is not a general SP-API feed, so buyer replies still need to be monitored through Seller Central unless a supported Amazon message source is added.

Payment badges use staff-friendly wording. For example, orders waiting for payment are shown as Awaiting payment.

Dispatched means the order has left the business or been handed to the carrier. Delivered means there is delivery evidence that the recipient received it. Dispatch SLA reporting stops at dispatch; delivery confirmation is tracked as the post-dispatch outcome.

For Shopify orders, ChannelWeave can receive fulfilment webhook updates. Shopify fulfilment success moves the order to Dispatched, and Shopify delivered shipment evidence moves the order to Delivered while preserving the delivery timestamp/tracking evidence in the order shipping details.

This payment state applies only to active orders. Once an order becomes Dispatched, Delivered, or Cancelled, ChannelWeave automatically normalises Awaiting payment to Unpaid.

Costing estimate

If a customer enables Settings → Costing & overhead, sales order detail adds an informational costing block. The estimate uses the configured predetermined overhead rate and recorded product cost from dispatch.

The block is deliberately conservative:

  • it never changes the order total, stock valuation, or live prices
  • it shows amounts only when the sales-order currency, costing-policy currency, and inventory valuation currency match
  • revenue-based overhead waits until refund VAT splits are complete, because net revenue must be known first
  • product cost may show as zero before dispatch has recorded product cost

eBay notes

For eBay orders, ChannelWeave supports standard cancellation and refund workflows where marketplace rules allow.