Quick answer
Use Orders > Exceptions to find orders that may be blocked from fulfillment or shipping. Filter first, review the visible exception details, and avoid changing status unless your team has confirmed the operational owner.
Common use cases
Operator: Find blocked orders before a pick, pack, or shipping queue is trusted.
Admin: Narrow exceptions by warehouse, merchant, or problem category.
Support: Collect a clean support packet for an order that needs investigation.
When to use this
An order appears under Orders > Exceptions.
A fulfillment or shipping blocker needs triage before work continues.
You need to search by order ID, carrier code, Onfleet task ID, merchant, or customer.
Before you start
Confirm you are in the correct workspace and warehouse.
Keep customer names, addresses, phone numbers, and private values masked in screenshots.
Do not change an exception status unless your team has confirmed what that action does for the order.
Steps
Open Orders, then choose Exceptions.
Select the warehouse that owns the order review.
Use Filter by merchant when you only need one merchant or brand.
Use Filter by problem category when you know the blocker type.
Use quick search for an order ID, carrier code, Onfleet task ID, merchant, or customer.
Review the visible exception details and compare them with what the operator or customer expected.
If the next action is unclear, pause and send support the evidence listed below.
Screenshots
Steps 1-5: Open Exceptions, select the warehouse, then filter by merchant, problem category, or quick search.
What good looks like
The team knows which order is blocked, which warehouse and merchant it belongs to, what category the issue appears under, and who should own the next action.
Common issues and next actions
If this happens | What to do next |
The exception list is too broad. | Select the warehouse first, then filter by merchant or problem category before using quick search. |
You found the order but do not know whether to resolve it. | Do not change status from the list view. Confirm the operational owner or contact support. |
The order appears blocked by shipping or fulfillment data. | Collect the order ID, warehouse, merchant, category, expected result, and actual blocker. |
Contact us when
Contact support when the order is still blocked, the exception category is unclear, or changing the status could affect fulfillment, shipping, inventory, or customer communication.
Send us this information
Order ID or carrier code.
Merchant or workspace name.
Warehouse selected on the Exceptions page.
Problem category, if visible.
Expected result and actual blocker.
Screenshot of the exception page with private data masked.