When a customer makes a purchase on a sales channel, an order is created in Eshopbox with the following attributes:

  • Order details

  • Customer details

  • Product details

  • Payment details

  • Tracking details

  • Shipment details

When an order is received in Eshopbox, it is intelligently routed to the nearest fulfilment centre. The order items are then picked, packed and made ready to ship. Eshopbox treats every order at the order item level, this means Eshopbox records and updates the fulfilment status for each order item.

Let us understand this with an example:

Consider an order with two order items — having the same SKU. There's a chance that one order item is fulfilled whereas the other isn't. To help you track these orders, you will be able to see the fulfilment status for each order item.

How orders are treated in Eshopbox?

The below flowchart will explain the order cycle in Eshopbox:

Here's a quick breakdown of each step in the order cycle:

  • When Eshopbox receives an order from the sales channel, it is created in Eshopbox and the order status is 'New'.

  • Once the order is created in Eshopbox, Eshopbox allocates inventory and picks the order items. Here, the order status changes to 'Processing'. If an order created in Eshopbox has inadequate available inventory, it will not be processed by Eshopbox and it will be marked as 'Sidelined'.

  • Once the order is picked by Eshopbox, Eshopbox packs the order items, attaches the shipping label, and generates the invoice — making the order 'Ready-to-ship'. If Eshopbox is unable to assign the order to the courier partner, the order status will change to 'Sidelined'.

  • If the order is cancelled at any point in the order cycle, the order status changes to 'Cancelled'

  • Once the order is ready to ship, Eshopbox hands it over to the courier partner for delivery. Here, the order status changes to 'Fulfilled'.

Note: When the order status is 'Fulfilled', you might find that your order has been split and shipped in multiple shipments.

Splitting order items into multiple shipments

A shipment is a physical consignment containing a batch of goods that needs to be delivered to the customer. In ecommerce, it's common to not have all order items (SKUs) at the same time or the same place. This results in late shipping and customer dissatisfaction. To tackle this, Eshopbox splits your order items into multiple shipments if required. This helps you:

  • Fulfil orders partially based on SKU-level availability in the fulfilment centre

  • Process and deliver orders fasters

  • Ship different order items from different fulfilment centres

How shipments are treated in Eshopbox?

If you are using Eshopbox Shipping to fulfil your orders, you will find the shipping status of each order. The shipping status is only available once your order is marked as 'Ready to ship'.

Here's a quick breakdown of each step in the shipment cycle:

  • When Eshopbox has packed and marked the order as 'Ready to ship', its shipping status is 'Shipping soon'.

  • When Eshopbox has handed over the order to the courier partner for delivery, its shipping status changes to 'In Transit'.

  • When the courier partner is out to deliver the order to your customer's doorstep, its shipping status changes to 'Out for Delivery'.

  • When the order is delivered to your customer, its shipping status changes to 'Delivered'. If the courier partner fails to deliver your order, an RTO (Return to Origin) is initiated and the status changes to 'Delivery cancelled'

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