LL - PB Warehouse BackOrder cancel process
What if I need to make a change to a shipment, or have a shipment cancellation request?
This is considered a pre-fulfillment cancel and the steps are located here: https://the-hero-co-ll.helpscoutdocs.com/article/512-ll-vfi-dml-scs-cancel-orders
Always check the status of the shipment in SHIPSTATION and the WAREHOUSE before requesting any changes:
- Once an order leaves ShipStation and enters the warehouse, changes can be made to shipments only while they are in Received or INV Hold, BackOrder, BADADDRESS, or HOLD status in Pitney Bowes or in "RECEIVED" at JetPack
- For shipments in RECEIVED status, you will need to send an urgent slack to the urgent fulfillment channel, as well as create a cho ticket in HS. Once an order is in the warehouse and listed as RECEIVED status - Do not confirm with the customer that a change can be made during this time. IF our coordinators are able to cancel they will notify you, then you can confirm with the customer.
- For Inv Hold, Back Order or other types of HOLD statuses, these are handled as non urgent requests, create a cho ticket, and they will be completed same day/before any inventory is released/shipped.
- To extend hold period, open the order in SS click the "edit" in order summary section, then change the hold until date. please see the photo below:
- Don't forget to change the subject line on your email to reflect the actions you need our coordinators to take to fulfill the request.
