The Orders page is where you see every order Acenda has received from your sales channels, check where each one is in the shipping process, and open an order to see its items, shipments and history.
Acenda brings orders in from your channels automatically and updates each order's status as it moves from routing to shipping, so you rarely need to change an order by hand.
Before you start: Orders only come in from sales channels that are connected and turned on. In the sidebar, under CHANNELS, click Integrations and check that each sales channel shows Enabled.
Find and open an order
In the sidebar, under ORDERS, click Orders.
Pick a tab at the top of the list. The page opens on Unshipped, and each tab shows how many orders it holds:
Unshipped: Open orders that haven't fully shipped yet (Pending, Partially Routed, Routed and Partially Shipped).
Late: Open orders whose requested ship date has already passed.
Shipped: Orders where every item has shipped.
Canceled: Orders where every item was canceled.
All: Every order, whatever its status.
To narrow the list, type in Search or use the Status, Channel and Warehouse filters. Search looks at the sales order and purchase order numbers, the customer name, SKUs and product names. Searching or choosing a status switches you to the All tab so nothing is hidden.
Find the order in the list. The columns show the Sales Order number from the channel, Channel, Name, Warehouses, Total, Ship Advice Count, Status and Date Ordered. Use the menu on any column header to show more columns, such as Purchase Order, Item Count, Line Count and Date Created.
Click View (the eye icon) on the order's row to open it.
Tip: Orders that need your attention (Pending or Partially Routed) are highlighted in the list and show a warning icon on their status. Hover over it to see "This order needs your attention."
How orders arrive
Acenda checks each connected sales channel for new orders automatically, all day. How often depends on the channel. For example, Target and Walmart are checked about every 15 to 20 minutes, and Shopify and Mirakl-based marketplaces about every 30 to 45 minutes. A new order usually appears in Acenda within an hour of being placed.
When an order arrives, Acenda matches each item to a product in your catalog by SKU (or by an alias you've set up for that channel) and assigns it to a warehouse. You can also create an order by hand with the New Order button at the top of the list.
What each status means
Acenda sets the status for you based on what has happened to the order's items. There's no way to change it by hand. It changes to Partially Shipped or Shipped automatically when shipments (fulfillments) are added, whether your fulfillment provider sends them or you add tracking yourself.
Pending: No items have been assigned to a warehouse yet. The most common reason is an item whose SKU doesn't match anything in your catalog (see Troubleshooting).
Partially Routed: Some items are assigned to a warehouse, but at least one isn't yet. This often means one line on the order has an unrecognized SKU.
Routed: Every item is assigned to a warehouse and is waiting to ship.
Partially Shipped: At least one item has shipped, and the rest are still open.
Shipped: Every item on the order has shipped.
Canceled: Every item on the order was canceled.
Canceled items don't count toward the status. For example, if you cancel one item and the rest ship, the order shows Shipped. In the list, statuses appear in lowercase (for example "partially shipped").
Order detail tabs
When you open an order, you'll see its status at the top and these tabs:
Details: The items ordered, with Line Items and Total Units counts. Also the Subtotal, Shipping Cost, Tax and Total, the channel's order information (Date Ordered, Order Number, Purchase Order, Order ID, Requested Ship Date, Requested Delivery Date and Shipping Method), and the Billing and Shipping Address. The Return Items button here is for recording returns.
Ship Advice: How the order is being shipped. Each ship advice is one shipment request to one warehouse ("Ship Advice 1 of 2"), with its own status, delivery information, line items and any shipments or cancellations. This tab is where you take action on an order (see below).
Transactions: The payment transactions recorded for the order, line by line. If there are none, you'll see "There are no transactions."
History: A log of what has happened to the order, with a Message, Type and Created date for each entry. This includes updates sent to your channels, such as "pushed to Target" or "failed to push to Target."
Returns: Any returns recorded for the order.
Settlement: The last tab. It appears only when Settlement Sentry is turned on for your account, and shows what the marketplace paid out for the order. If nothing has been paid out yet, you'll see "No marketplace settlement recorded for this order."
Note: If an order includes a SKU Acenda doesn't recognize, a warning at the top of the order says "An order was placed for a sku that does not exist in our system." and lists the affected lines.
What you can change on an order
Most of an order comes from the sales channel and can't be edited. What you can do happens on the Ship Advice tab:
Fulfill Items: Add a shipment with tracking for items that haven't shipped. See Updating Orders with Tracking Information, or upload tracking for many orders at once.
Cancel Shipment: Undo a shipment that was entered incorrectly (for example, the wrong tracking number), so you can add it again.
Reroute Items: Move unshipped items to a different warehouse.
Cancel Items: Cancel some or all unshipped items. Go to ORDERS > Orders > View > Ship Advice > Cancel Items. For the full steps, see How to Cancel an Order in Acenda Admin.
Create Ship Advice: Assign items that aren't on a ship advice yet to a warehouse.
Retry: Shown only on Pending and Partially Routed orders. It makes Acenda check the order again right away, for example after you've added a missing SKU. You'll see "Order Changed" if something was updated, or "Nothing changed" if it still can't be matched.
A button that's grayed out means there are no items it can apply to. Hover over it to see why.
Who can make changes: Only users with the Owner or Admin role can change orders. Users with the Employee role can view orders but can't fulfill, reroute, cancel or retry them.
Troubleshooting
An order isn't showing up: First check the All tab and search by the channel's order number. If it still isn't there, make sure that sales channel shows Enabled under CHANNELS > Integrations, since orders can't come in while a channel is turned off. New orders can take up to about an hour to appear. If it's been longer, contact Acenda Support with the channel and order number.
An order is stuck in Pending or Partially Routed: This usually means a SKU on the order doesn't match any product or alias in Acenda. Your Dashboard will show the "Orders Need Attention" banner, and its Fix Orders link opens ORDERS > Orders on the All tab, filtered to Pending and Partially Routed. Add the missing SKU or an alias (see the Orders Need Attention article and Can I Change SKU Values for My Marketplace Listings?). Acenda re-checks orders from the last 7 days automatically, about every 20 minutes. For older orders, or to skip the wait, open the order, go to Ship Advice and click Retry.
"Update failed!" when you try to change an order: This usually means your user role doesn't have permission to change orders. Ask an Owner or Admin on your account to make the change, or to update your role.
The order shipped but still shows as Routed or Pending: The status only changes once a shipment is recorded in Acenda. Check the Ship Advice tab for a shipment. If there isn't one, add tracking with Fulfill Items (see Updating Orders with Tracking Information).
Related articles
Still have questions? Contact Acenda Support.