Help centre / Orders and fulfilment
🚚 Orders and fulfilment
The order lifecycle, the submission queue, tracking, refunds and cancellations.
Full reference for this area: documentation.
An order has been queued for a while
Submission is a queued job with attempts, a retry schedule and a worker lease. A queued order is waiting for its turn or its next retry — it is not lost.
Open Orders → Queue to see the attempt count and the last error. The error text is the supplier’s own message, which usually says exactly what is wrong.
An order that exhausts its attempts becomes `failed` and stays visible for an operator decision. You can re-run it, which creates a fresh job and leaves the failure history readable.
I refunded in my payment dashboard and the platform disagrees
Refund from the order screen, not from your payment processor’s dashboard. A dashboard refund is invisible to the platform, so margin reporting and supplier reconciliation will disagree with reality.
If you have already done it, open a ticket with the order reference and we will reconcile the record for you.
A customer says they have no tracking
Tracking arrives by supplier webhook where the supplier supports it, and by scheduled poll where it does not — so a poll-based supplier can lag by up to the poll interval.
Notifications are deduplicated on order and event type, so a customer is never emailed twice about one shipment. If the order shows `shipped` but the customer has nothing, check the notification log on the order before resending.
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