Manage Unfulfillable orders

Manage Unfulfillable orders

Eshopbox checks and blocks the inventory for the order created in the Eshopbox workspace. If the inventory to fulfil the order is unavailable, Eshopbox updates the order status to unfulfillable.

In this article, you will learn about:

  • understanding unfulfillable orders

  • tracking unfulfillable orders

  • investigating unfulfillable orders

Understanding unfulfillable orders

Eshopbox checks and blocks the inventory for the created order. If the inventory to fulfil the order is unavailable, Eshopbox updates the order status to unfulfillable.

Your orders can be marked as unfulfillable due to the following reasons:

  • Product is out of stock: If the inventory of an order item is unavailable, Eshopbox updates the order status to unfulfillable due to the product being out of stock. It might happen the inventory is available on the sales channel but not on the Eshopbox workspace. Learn about identifying the reason and resolving such inventory mismatches leading to unfulfillable orders.

  • Other product is out of stock: If an order has more than one item and the other item's inventory is unavailable, Eshopbox updates the order status to unfulfillable. This applies only to orders having multiple items that cannot be allocated to multiple fulfillment centers.

  • Item not found at location: If the item is not physically present on the assigned shelf, Eshopbox updates the orders to unfulfillable due to the item not found at the location.

    Note: Any delays and cancellations caused due to item not found at the assigned shelf, is covered under our service level agreement. Learn about service level agreements.

  • Other item not found at location: If an order has more than one item, the inventory for the other item is not physically present on the assigned shelf, Eshopbox updates the orders to unfulfillable due to other items not found at the location. This applies only to orders having multiple items that cannot be allocated to multiple fulfillment centers.

You replenish the inventory of the unfulfillable item for Eshopbox to process the order. If you cannot replenish the inventory, it is recommended to cancel the order and initiate a refund (if any).

Note: Cancellations lead to poor customer experience and might also incur penalties from marketplaces. Therefore, it is important to investigate the reason for the unfulfillable orders and learn how to resolve them to avoid such occurrences.

Tracking unfulfillable orders

You need to follow the below-given steps to track unfulfillable orders:

  • Step 1: Log in to your Eshopbox workspace.

  • Step 2: From the header, navigate to Orders > All orders. You will be redirected to the Orders page.

  • Step 3: From the top pane, click on the To Process > Unfulfillable. You will be able to see all the Unfulfilable orders.

  • Step 4: You need to hover over the order status to know the unfulfillable reason.

    You can filter the reason for unfulfillable orders. You click on more filters and select the field Unfulfillable Reason. You can select the desired reason from the dropdown.

Investigating unfulfillable orders

Eshopbox updates the inventory of a product on every sales channel when the product is made available. You need to investigate the inventory sync on the sales channel to identify the reason for unfulfillable orders. If an order is marked as unfulfillable on any Eshopbox integrated sales channel, follow the below steps to investigate and take action on it:

  • Search the unfulfillable order. You hover over the status to know the unfulfillable reason.

  • If the unfulfillable reason is product is out of stock, please note the following:

    • the date on which the order was placed on the sales channel (Placed on channel)

    • fulfilment location of the order (applicable only for marketplace orders like Flipkart, Myntra, Amazon etc)

  • Click on the SKU to view the product information.

  • Click on Availability. Check for the Inventory logs to view the inventory updates of the product sent to the sales channel.

  • You can check the inventory update on the sales channel before the order is placed on the sales channel. You filter the location if you are searching for marketplace orders.

You will come across the following scenarios based on the above working:

Scenario 1: Zero inventory update sent on the sales channel before the order is placed

  • Suggested actions:

    • Check the status of the previous pending order on the sales channel for the respective location. If the order is in the cancelled status on the sales channel, you search for the order in Eshopbox. If the order is not cancelled in Eshopbox, you raise this to Eshopbox via support messenger. Eshopbox will cancel the order and add inventory from outward in progress to sellable. Eshopbox will check and block the inventory for the next order.

    • Check for manual inventory updates on the sales channel. Eshopbox automatically updates the inventory for the integrated sales channel in real time. In case you update the inventory on the sales channel manually, this might lead to certain unfulfillable orders. You must make the product unavailable and then available on Eshopbox. This will ensure correct inventory update is sent to the sales channel. Learn how to manage product availability.

    • If the above scenarios are not applicable, you log in to the sales channel and raise a ticket to investigate and fix the issue.

Scenario 2: More than zero inventory is sent on the sales channel before the order is placed

  • Suggested action:

    • This usually happens when multiple orders are created on the last available inventory in a short span of time. You can verify this by downloading the orders for that SKU on the sales channel during that period. You raise this to Eshopbox via the messenger on the Eshopbox workspace to investigate and fix the issue.

Scenario 3: Error while updating inventory on the sales channel

  • Suggested action:

    • You download the API request response from the Eshopbox workspace and check for the error. If the failure is from the sales channel, you need to raise a ticket on the sales channel. If not, you need to raise this to Eshopbox via messenger on the Eshopbox workspace to investigate and fix the issue. Learn how to handle failed delivery updates on the sales channel.

Scenario 4: No inventory update is sent to the sales channel

  • Suggested action:

    • If no inventory update is sent from Eshopbox to the sales channel, but you receive an order, you raise this to the sales channel. You log in to the respective sales channel and raise a ticket to investigate and fix the issue.

Scenario 5: The product is not made available on the Eshopbox workspace when the order is placed

  • Suggested action:

    • Eshopbox sends inventory updates to the sales channel only when the product is made available on the sales channel. No inventory update is sent to the sales channel if any product is unavailable. You raise this to the sales channel. You log in to the respective sales channel and raise a ticket to investigate and fix the issue.