FAQ
Frequently Asked Questions
Quick Summary: Short answers for common order, inventory, shipping, billing, and account questions
Orders
How do I create an order?
Open Orders, choose Normal Order from the + menu, and complete the form. Choose Air Freight Order when that order type applies.
Enter the Order ID, recipient address, Ship From Location, items, and courier, then select Save. See Create an Order.
How do I upload many orders?
Open Orders, then choose + → Order Bulk Upload. Download the current template and add your order data.
Upload the CSV or XLSX file and select Submit to validate it. Correct invalid rows, upload the file again, and select Save when every row is valid. See Order bulk upload.
Why is an order in Pending Approval?
Open the order and read its visible Exception. That exception identifies the reason the current order needs attention.
If no exception appears, review your approval type in Account Management.
[pref som_via_automation_rules] Also review the active Automation Rules that can approve matching orders. [endpref]
After resolving the stated issue, approve the order when its approval action becomes available. See Order statuses.
What do the approval types do?
Immediate Approval approves valid orders automatically. Manual Approval waits for your approval.
Delayed Approval waits for the configured delay, then approves valid orders automatically. See Account preferences.
What does Incomplete mean?
The order still needs required information or a decision shown in its exception. Open the order, complete the requested details, and save it again.
See Order statuses for the available actions at each status.
Can I cancel an order?
Use Cancel when it appears for the order. Availability depends on the current stage and warehouse confirmation.
The warehouse can still decline a cancellation after processing starts.
Eligible fulfilled Parcel Forwarding orders can also show Cancel when your account supports it.
Use Return Order only when that action is available and you need a return.
See Order statuses for cancellation and fulfillment states.
Returns
How do I create a return?
When Returns is available, open it and select +.
Choose the return type shown for your account, such as Return Order or RMA Return Order.
Select the Parent Order, add the returned items, then set the return location and source address.
Select Save to create the return. Courier and RMA-with-label returns can generate a label when the selected courier supports it.
See Return Orders.
What happens after the warehouse receives an item?
The return item enters the return disposition flow. Its Predefined Return Action or the account default determines the next action.
See Returns Overview for the disposition states.
Inventory
How do I add a product?
Open Inventory → Products, then choose + → Add Product.
Complete the product details, dimensions, weight, and customs fields, then select Save. See Products.
How do I send inventory to the warehouse?
Create an ASN with the products and quantities you are sending. Submit it before the shipment reaches the warehouse.
See ASN documentation for the required steps.
Shipping and couriers
How are shipping rates calculated?
Your rate card and courier service determine the base rate. Origin, destination, chargeable weight, package contents, customs value, and trade terms can also affect the result.
Use the Shipping Calculator or Shipping Calc. when available. See Understanding Shipping Rates.
What is chargeable weight?
Chargeable weight is the higher of actual weight and volumetric weight. The courier's divisor sets the volumetric calculation.
See Understanding Shipping Rates for the calculation and rate factors.
Tracking
How do I track a shipment?
Open Tracking → Order Tracking, search for the order, and open its tracking number for checkpoint history.
See Tracking Overview.
Why has tracking not updated?
Tracking depends on provider scans. The portal can show only the latest update it has received; a new scan may not appear immediately.
Check again later and compare the order with the provider's tracking page. If the provider reports a newer update that remains missing, contact support with the order and tracking numbers.
Integrations
Open the profile menu, then choose Account Management → Integrations.
Why are store orders not importing?
- Confirm the connection is Active and review its Filters.
- Open the connection and check for an authorization or credential prompt.
- Apply the available correction and select Save.
- Confirm the status again, then check later for imported orders.
The connected provider controls authorization and order delivery. A saved change does not prove that the provider connection is restored.
See Integration Troubleshooting.
Why did a connection become Inactive?
Repeated connection failures can set the connection to Inactive. Open its card and follow any Re-Authorize or credential prompt.
After saving, confirm the status and check later for imported orders. See Integrations.
[pref is_invoice_ui_enabled]
Billing
Where do I find an invoice?
Open Billing from the account menu.
On Account Statement, select a Sales Invoice reference. The invoice opens with its charge tabs. See Invoices.
What is Pending Invoice?
Pending Invoice shows estimated charges for fulfilled services that are not on an approved invoice yet.
These amounts can change before an invoice is approved. See Billing Overview.
What is a Credit Note?
A Credit Note is a processed refund or adjustment shown as its own row on Account Statement.
The approved credit can be lower than the amount originally requested. See Credit Notes. [endpref]
Account and security
How do I add a user?
Open Account Management → User Management, select +, and enter the user's name, email, and permissions.
Select Send Invite. If User Management is unavailable, ask your company administrator for access.
See User Management.
How do I enable two-factor authentication?
Open Account Management → Security Settings from the account menu.
Verify your identity, then add Authenticator App, Biometric Authentication and Security Keys, or Email verification. See Security Settings.
How do I change my password?
Open Account Management → Security Settings, select Change Password, and complete the form.
See Security Settings.
How do I reset a forgotten password? On the login page, click Forgot password?, enter your email address, and click Send reset link. Open the link in the email, enter your new password twice, and click Set new password.
[pref som_via_automation_rules]
Automation Rules
What do Automation Rules do?
An Automation Rule performs one action when an order or return item matches its conditions at the action's trigger point.
See Automation Rules for available actions and conditions.
Why is my automation rule not working?
Check the rule's status, active period, priority, and condition groups. Use Matching Orders to compare the rule with orders that currently match.
See Automation Rules for status, timing, priority, and preview behavior. [endpref]
Troubleshooting
| Issue | Cause | Solution |
|---|---|---|
| An FAQ answer does not match the current menu | The guide or account configuration may differ from the control you see | Use the label currently shown and report the FAQ page title to support |
| A feature named in this FAQ is missing | Your access, account feature, or preference may not include it | Ask your company administrator or Account Manager to review access |
| A linked guide does not match the current control | The guide may be stale or describe another account configuration | Use the current UI and report the guide title to support |
Related Documentation
- Glossary: find definitions of platform terms
- Status Codes: review documented status definitions
- Contact Support: find the available support channels