Order Processing Flow

Purpose

This guide explains how customer orders move through the eFulfillment Service (EFS) system, from import to shipment. It shows how to track progress in the Fulfillment Control Panel (FCP) and what each status means.

1. How Orders Enter the System

Orders can reach the FCP in three ways:

  1. Automatically through an integration with your online store or marketplace. 
  2. Manually, by uploading a CSV file using the Import Orders tool. 
  3. Created directly in the FCP by selecting Orders → Create New Order and entering customer and product information.

When your integration is active, orders are pulled from your store based on its configuration—such as “Ready to Ship” or “Paid.” Each integration guide (Shopify, Amazon, eBay, etc.) outlines which order status triggers an import.

2. Review New Orders

After import, orders appear under Orders → View Orders in the Pending status.
 From this screen you can:

  • Filter by order number, customer name, or date range. 
  • Click an order details to open the order to review the full details. 
  • Verify SKUs, quantities, and shipping addresses. 

If an order needs correction, you can place it on hold (see below) before it moves into processing.

3. Processing Orders

Once verified, the system queues orders for fulfillment.

Typical workflow:

Pending
The order has entered the queue.

In Process
Items are being picked and packed by the warehouse.

Back Order
One or more of the SKUs in the order is out of stock.

On Hold
The order will release for processing at a set date or time.

Completed
Tracking information has been uploaded to your store.

You can view progress at any time in the FCP.
 For high-volume sellers, processing typically occurs automatically based on the integration’s schedule (usually every 30 minutes to an hour).

4. Order Holds

Orders pulled into the FCP through your integration can have an automated hold placed on the order within the shipping method mapping. The hold can be based on hours, 6hrs, 12hrs, 24hrs, 72hrs, or a week. You can also manually place an order on Hold if it is in the Pending status by following the steps below.

To review a held order:

  1. Go to Orders → Search/Edit Orders. 
  2. Pull the order up by entering the order number in the search field. 
  3. Open the order and select the Stop Hold button. 

After resolving the issue (fixing an address or ship method), click the link “click here to cancel the hold” to Release Hold to return it to processing.

5. Shipping and Tracking

When an order is shipped, the shipping software sends the carrier, service type, and tracking number back to the FCP. The 10 most recent orders in your system will be displayed on your dashboard, along with their status and tracking details when available. To view tracking information, simply select the tracking number link.

EFS automatically sends tracking updates back to your connected store or marketplace throughout the day, marking the order as “Shipped” and providing tracking visibility to your customer.

6. Managing Ship Methods

Orders imported from your store include a text shipping method, such as “Free Shipping” or “FedEx 2-Day.”
 In the IS2 Portal, these methods are mapped to internal codes under select the Integration → Ship Maps → +Add.

Mapping ensures each order is shipped with the correct carrier and service.
 Example:

  • “Standard” → FedEx Ground 
  • “Express” → USPS Priority Mail 

You can edit these mappings at any time if you change shipping preferences or add new services.

7. Cancellations

Orders can be canceled while in the Pending, Back Order or Hold status.
 To cancel:

  1. Go to Orders → Search/Edit Orders. 
  2. Locate the order. 
  3. Click the red X to Cancel Order. 

Orders that are In Process or Shipped cannot be canceled in the FCP and must be handled through the EFS Support Team.

8. Common Status Definitions

Status Description
New Imported successfully, awaiting processing.
In Process Order is being picked and packed.
Shipped Tracking sent back to your store or marketplace.
Hold Issue detected, awaiting resolution.
Cancelled Order stopped before shipment.

9. Tips for Efficient Order Flow

  • Confirm SKUs match between your store and the FCP before importing. 
  • Review shipping mappings after creating new store methods. 
  • Check Hold Orders daily to prevent delays. 
  • Monitor Order Activity to track fulfillment speed. 

Next Steps

Continue to the next guide: Shipping Methods & Carriers.
 It explains available shipping options, service types, and how to optimize rate selection for your orders.