Manage failed to handover orders
Eshopbox prepares and packs the order for handover to the pickup person. The following scenarios may occur depending on the type of order:
For marketplace orders, Eshopbox handovers the order to the pickup person and updates the status to "Handover done" on the Eshopbox workspace.
For shopping cart orders, the order status is updated to "On the way" in the Eshopbox workspace once it leaves the fulfilment centre for delivery.
If there are any issues with the handover of the order at the fulfilment centre, then the order is marked as "Failed to hand over" on the Eshopbox workspace. Eshopbox recommends tracking these exceptions and taking timely action to ensure delivery to the customer.
An order may fail to handover if:
The customer cancels the order before it leaves the fulfilment centre.
The pickup person denies the order pickup.
In this article, you will learn
How to track failed to handover orders?
What to do with failed to handover orders?
Steps to track failed to handover orders
You need to follow the below-given steps to track failed to handover 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 > Failed to handover. You will be able to see all the orders that failed to handover.
You can track the following details for failed to handover orders:
Reason for failed to handover
Sales channel: This will help you to identify the resolution, as resolutions may vary for each channel.
Location: This is applicable only for marketplace orders, as you might need to select the location before searching for the order on the channel portal.
Note: You can also export or schedule the sales order report in CSV format from the Eshopbox workspace to learn about all the failed to handover orders. Learn here how to export or schedule report from the Eshopbox workspace.
What to do with failed to handover orders?
Eshopbox suggests you take the following corrective measures to ensure the timely delivery of the orders that failed to handover.
Identify the sales channel of the order from the Eshopbox workspace.
Log in to the respective sales channel.
Check the order status on the sales channel.
if the order is cancelled on the sales channel but not cancelled on Eshopbox then you need to raise this to Eshopbox via Messenger. Eshopbox will investigate and resolve the issue and restock the return received.
if the order is not cancelled on the sales channel then you need to raise a ticket on the sales channel portal to reattempt the pick-up. For example: if an order is cancelled on Flipkart then, you need to raise a ticket on the Flipkart seller portal. Learn here how to raise a ticket on Flipkart for failed to handover orders.