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Managing Orders

Step-by-step guide to managing MEM orders: tracking, edits, errors, cancellations, and fulfillment best practices.

Brad Ferch avatar
Written by Brad Ferch
Updated yesterday

Learn how to efficiently manage your MEM orders—from tracking and updating to resolving issues and ensuring smooth fulfillment. This guide covers everything you need to know about order statuses, shipping updates, error handling, and common issues.


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Lead Time & Fulfillment

  • Production: Orders are typically processed within 1–4 business days.

  • Shipping: Products usually ship 1–4 business days after production.

  • Seasonality Alert: During peak seasons (like Q4), expect longer production times.


Accessing & Reviewing Orders

  1. Log into your MEM dashboard.

  2. Go to Orders to view all submissions from Shopify.

Order overview includes:

  • Order number, customer details & order date

  • Fulfillment & payment status

  • Product type, selling price, and merchant cost

View Details

Click on an order number to see:

  • Fulfillment/payment status

  • Item details, tracking, and profit info


Order Status Definitions

Status

Meaning

Pending

Order received but not yet approved — changes and cancellations allowed.

Order Placed

Order accepted and entered into production — no edits or cancellation possible.

In Progress

Production started — locked for changes.

Shipped

Order has shipped — tracking available, no edits allowed.

Canceled

Order was canceled before production.

Failed

Payment or sync error prevented processing.


Updating Shipping & Holds

Update Shipping Address

  • Only possible while order is Pending.

  • Ensure any Shopify updates sync with the MEM app.

  • ⚠️ MEM cannot ship to PO boxes — a physical address is required.

Place Orders on Hold

Order-level Hold

Go to Orders → More Actions → Hold Order(s).
Release with More Actions → Release Hold.

Product-Level Hold

In product settings, toggle Hold to stop that product’s orders from automatically going into production.

📌 Best for: Sellers who manually create custom artwork for each order and want time to prepare files before production begins.


Updating Production Files

You can update design files if the order is still Pending.

How-to:

  1. Open the order in MEM.

  2. Go to More Actions → Update Production Files.

  3. Replace the file with your revised design.

⚠️ Once production begins, files cannot be changed. Use a Hold if you need extra prep time.


Canceling Orders

  • You may cancel only when the order is Pending.

  • Once marked Order Placed or Shipped, it cannot be canceled.


Resolving Order Errors

  1. Go to Orders → Errors.

  2. Hover over the error icon for details.

  3. Click the order to fix the issue.

⚠️ Orders with unresolved errors will not proceed to production.
Need help? Submit a support ticket.


When Orders Don’t Sync from Shopify to MEM

If orders don’t appear in MEM:

  1. Delete the product from both Shopify and MEM.

  2. Re-import the product from MEM to Shopify.

  3. Re-submit the order.

This usually resolves syncing issues.


Coverage by MEM

Covered:

  • Production errors (misprints, coating issues)

  • Damage during transit

Not Covered:

  • Custom design errors (ensure designs are accurate before submitting).

✨ Pro Tip: You can increase coverage by offering upsells such as shipping protection.


Resolving Common Issues

  • Damaged Orders: Email support with photos. MEM will issue a remake using the original design (no modifications allowed).

  • Undelivered Orders: Check tracking. If stalled, contact support (allow 1–2 business days for updates).

  • Returns: MEM products are custom-made — no returns accepted.

  • Ordering Samples: Use a 100% off discount code to order a test product at cost. Great for marketing and quality checks.


Related Resources


Order Flowchart

MEM Order Lifecycle

Pending → Can edit, update shipping, hold, cancel, update files 

Order Placed → Locked (entered production)

In Progress → Locked (production started)

Shipped → Tracking available, no edits

(Side Paths: Failed = payment/sync issue, Canceled = stopped before production)

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