Quick answer
When an order cannot move through fulfillment normally, identify the blocker before taking action. Start with the dashboard that matches the symptom, collect the right evidence, and avoid using operational action buttons unless your team has confirmed what they change.
Safe stop/escalate checklist
Start here: Start in Orders or Fulfill Orders, then move to the dashboard that matches the blocker.
Do this first: Identify whether the blocker is failed sync, order exception, back order, product sync issue, receiving validation, delivery issue, route issue, scan issue, hold, or container issue.
Stop if you see these states/errors: Stop before using Resolve, Resolve All, Unresolve, Discard, BackOrder, Validate, releasing holds, or adjusting inventory unless your team has confirmed the effect.
Who owns the blocker: Associate: report the blocker without changing state. Supervisor: route to the right dashboard and owner. CS: explain only confirmed status. Support: collect evidence and escalate credible bugs. Product/Engineering: clarify unsafe or ambiguous state changes.
What evidence to send: Merchant, warehouse, order ID, current dashboard, current status/error, blocker type, product/SKU if relevant, recent changes, screenshot with private data masked, timestamp.
Common use cases
Operator: Find the right place to investigate a blocked order.
Warehouse lead: Decide whether the issue is inventory, receiving, route, scan, sync, delivery, or exception-related.
Support: Build a complete evidence packet before escalating.
When to use this
An order is missing, blocked, back ordered, stuck, rejected by scan, or not syncing.
A shopper reported a delivery issue.
Receiving or product data may be creating downstream fulfillment problems.
Route or batch work does not generate or appear as expected.
Before you start
Confirm the workspace, merchant, warehouse, and order ID.
Check the dashboard that best matches the symptom before changing status.
Mask customer names, addresses, phone numbers, and private order values in screenshots.
Avoid action buttons such as Discard, Resolve, Unresolve, BackOrder, Validate, or route generation unless your team has confirmed the effect.
Steps
Use Order Exceptions when the order appears blocked by an exception category.
Use Failed Synced Orders when an expected order did not sync into Logentic correctly.
Use Back Orders when inventory availability may prevent fulfillment.
Use Delivery Issues when a shopper reports a delivery problem.
Use Product Sync Issues when product data may be blocking order processing.
Use Receiving Validation when receiving data may affect inventory availability.
Use route and scan troubleshooting when picking route work or scan inputs are blocked.
If the correct owner is unclear, contact support with the evidence below before changing order state.
Screenshots
Screenshot: Start with the Exceptions dashboard when an order is blocked but the exact cause is not clear yet.
What good looks like
The team knows which surface owns the blocker, what evidence is needed, and which action should be paused until support or Product confirms the next step.
Common issues and next actions
If this happens | What to do next |
The order is missing from the expected queue. | Check filters, warehouse, order status, and failed sync before assuming the order is gone. |
The order is visible but cannot move forward. | Check exceptions, back orders, product sync, receiving validation, and scan/route issues. |
The next action button is unclear. | Pause and contact support. Include the order, dashboard, visible action, and what the team expected. |
Contact us when
Contact support when the blocker affects fulfillment, the order appears in more than one problem queue, an action button could change operational state, or customer communication depends on the outcome.
Send us this information
Order ID and merchant or workspace.
Warehouse.
Dashboard or workflow where the problem appears.
Expected result and actual blocker.
Problem category, failed sync record, SKU, tote, route, batch, receiving order, or delivery issue details if visible.
Exact error message and timestamp.
Screenshot with private customer data masked.