Order Details
Order Details
At a glance: Review one order, its items and packages, then use the actions available to you.
Overview
Open Orders and select an order reference. The detail page combines status, addresses, items, packages, documents, costs, tracking, and available actions.
The current order state controls many fields and actions. Your account access controls the rest.
Quick start
- Open Orders and select the order reference.
- Read any alert and check the summary cards.
- Review the destination address and item details.
- Check the package plan and available documents.
- Use an action that is enabled for the current state.
Review the order
Header and alerts
| Alert | What It Means |
|---|---|
| Duplicate order | This order may be a duplicate of another |
| Out of stock | One or more items aren't available |
| Courier missing | No courier is assigned to the order |
| Label expired | The shipping label's validity window has passed. Shown only before the carrier collects the shipment — once tracking reports the parcel in transit or a later movement status, the banner does not appear and the label stays available |
| Validation errors | Address or item data has issues that need correction |
| Packaging cost approval required | A valid one-package plan has a materially lower modeled total and needs your decision before a label is purchased |
| The header starts with Order:, Return:, or Pickup Order:. The reference is red when the order is high priority. |
Actions appear only when your access and the order state allow them.
Alerts can explain why approval or another action is unavailable.
| Alert | What it means | |-------|---------------| | Duplicate order | The order appears to duplicate another order with the same Order ID. | | Courier not assigned | The order has no usable shipping option or courier. | | Account on hold | The account must be resolved before orders can be approved. | | Validation error | Address, item, courier, package, or other order data needs correction. | | Shipping label expired | The label needs regeneration before dispatch. | | Packaging cost approval required | A lower-cost package plan needs a decision before label purchase. |
The page may also show an item-availability alert, a label expiry date, or an open packaging-cost exception.
Destination address
The Destination Address panel shows the recipient company, name, address, contact details, and customs identifiers when present.
For a consolidated order, the panel heading is Hub. It also lists Destination Countries.
Billing details
When third-party billing applies, Billing Details can show shipping and customs account references.
Source address
Source Address is available for Return and Parcel Forwarding orders. Expand the panel to review the origin details.
Items
The item panel is named SKU's, or Products for cross-docking orders.
Item details change with the order type. Select Show More when a long item list is limited.
| Order type | Main item columns |
|---|---|
| Standard orders | SKU, Unit Type, Description, Customs Value, Qty., Total Qty., and Stock |
| Return orders | SKU, Unit Type, Return Item, Condition, Description, Tax, Duty, Customs Value, and quantities |
| Cross-docking orders | Customs Description, Country Of Manufacture, Harmonized Code, Qty., Customs Value, Weight, and Dangerous Goods |
| Parcel Forwarding and pickup orders | SKU, Customs Description, Country Of Manufacture, Harmonized Code, MID Code when applicable, Qty., dimensions, Customs Value, Weight, and Dangerous Goods |
Local Desc., Serial No., ASNs, Tax, and Duty appear when data or errors require them.
Return orders also show Received SKU's and their recorded item conditions.
Additional details
Additional Details shows identifiers and linked records when applicable. These can include invoice references, PO#, linked orders, tags, and hold reasons.
Packages
The Packages panel lists each package, its dimensions, items, quantities, and estimated weight. Expand the panel to see documents and package tracking numbers.
Package plans can change after item, package, service, or ship-from changes. Review the refreshed plan before approving the order.
Summary and costs
The Summary panel appears when your account includes it. It can show charges such as Pick and Pack, Packaging Cost, Shipping, duties, taxes, and handling fees.
Shipping shows the final charge when available. Otherwise, the panel may show Estimated Shipping.
TBD means a charge is not available yet. Converted values can appear in parentheses beside Subtotal or Total.
Actions
The portal offers actions for the current order state. A disabled action explains its restriction in a tooltip.
| Action | When it is offered | What it does | |--------|--------------------|--------------| | Approve | The current state and order checks allow approval | Starts the approval and fulfilment process. | | Cancel Order or Cancel Pickup | The order type and state allow cancellation | Requests cancellation; some stages require warehouse confirmation. | | Edit | Incomplete or Pending Approval orders with editable fields | Opens the order form for changes. | | Edit and Approve | On Hold orders with editable fields | Opens the form and re-approves after saving. | | Split order | Editable order lines on a supported order type | Opens the split-order form. | | Copy | The order type and state support copying | Starts a new order from the copied details. | | Return Order | A fulfilled order has an available return action | Opens the supported return workflow. | | Tracking | A fulfilled order has a tracking link | Opens the full tracking timeline. |
Packaging-cost exception
An eligible order can show Packaging cost approval required. The card compares the current and recommended one-package plans.
No shipping label has been purchased while the exception is open. Order write access is required to save a choice.
| Choice | Effect |
|---|---|
| Approve this order anyway | Saves an order-specific approval and resumes normal checks. |
| Allow this exact packaging pattern | Allows future orders only when the saved order setup and package combination match. |
Confirming the dialog records the decision, any reason, and actor. Other order validations can still block approval.
Documents
Open Packages to download an available package document. Document buttons may include:
- Shipping Label
- Commercial Invoice
- Packing Slip
- DWS: Opens the recorded dimension and weight scan image for the package.
- Shipping QR code
An expired Shipping Label is not available. If regeneration is offered, use it; otherwise contact your Account Manager.
See Labels & Documents for document types and bulk downloads.
Tracking
The top summary card can show a tracking number and current status. A tracking link appears when the order has one.
The Tracking panel appears when courier data exists. It can show tracking status, last message, last location, transit days, and update time.
Tracking depends on courier updates. If tracking is missing, check Packages and the order status first.
For the full tracking view, see Order Tracking.
Sidebar panels
The detail sidebar can show these panels when their data applies:
| Panel | What it shows |
|---|---|
| Summary | Charges, totals, chargeable weight, and carbon estimate when available |
| Exporter Address | Exporter details for customs |
| Courier and Customs | Courier, shipping option, customs value, and related fields |
| Tracking | Current courier status and latest movement details |
| Insurance | Coverage, policy, status, and claim controls when available |
| History | Status changes and other recorded order activity |
History loads when expanded. It shows the latest 5 entries first ; select See More for older entries.
Troubleshooting
| Issue | Cause | Solution |
|---|---|---|
| Edit is unavailable | The order is outside an editable state, or its fields are locked | Review the status and alerts; use Edit and Approve for an allowed On Hold order |
| An action is disabled | The order state or type does not allow it | Hover the action to read its reason, then resolve the listed issue |
| Documents are unavailable | The document has not been generated or does not apply | Check Packages after the order progresses or contact your Account Manager |
| Tracking is missing | The courier has not provided tracking data | Check Packages and the order status; contact your Account Manager if it remains missing |
| History and tracking differ | History records order changes; Tracking records carrier movements | Review the appropriate panel for the information you need |
| The cancellation action is unavailable | The order type or current stage does not allow cancellation | Contact your Account Manager if cancellation is urgent |
| Packaging-cost buttons are unavailable | The evaluation is closed or your access is read-only | Ask a user with order write access to review the open exception |
| Packaging-cost details look outdated | Packages, courier, or ship-from details changed | Refresh the order and review a new evaluation |