As a best practice, if products need to be updated on an order, we recommend checking that the order is not currently being processed in ShipHero (as indicated by an order lock) and placing it on Operator Hold. This will prevent someone in the warehouse from pulling up the order and potentially processing it while you make changes.
Once your changes are complete and the order reflects the adjustments, remove the Operator Hold so the warehouse team can process it accordingly.
NOTE: Making changes to products in an order in ShipHero will not update the order on your sales channel (Shopify, Woocommerce etc.). If products are updated in the order in ShipHero, you will also need to update the information in your sales channel for systems to match.
For example, if you add a product to an order in ShipHero, that product won't show up on Shopify.
How to Add a Product to an Order
Go to Orders> Manage Orders and select the order you need to update.
In the Search Bar on the order detail page, type in the name or SKU of the product you need to add. Select the product from the dropdown. If you have multiple warehouses, select the product associated with the appropriate warehouse where the order will be fulfilled.
Once an item is selected from the dropdown, it will be added to the order and immediately saved, as indicated by the banner.
NOTE: if additional quantities of the item are needed, you will need to adjust that separately. See instructions below.
How to Update the Quantity of a Product on an Order
Go to Orders> Manage Orders and select the order you need to update.
Scroll to the line item that you need to update. Change the Ordered and the Pending Fulfillment sections as needed and hit Save Changes.
IMPORTANT: our pickers use the Pending Fulfillment information to know how many of an item they need to pick for an order. Please ensure that when updating or removing the Ordered quantity, you also update the Pending Fulfillment quantity to match.
How to Remove a Product From an Order
You have two choices when removing a product from an order:
Adjust the Pending Fulfillment quantity and Ordered quantity 0. This updates the line item status in ShipHero to Fulfilled even though it is not part of any shipments and will not show in the shipments report.
Cancel the item using the Cancel button next to the appropriate line item. This updates the line item status to Canceled in ShipHero.
As stated above, neither of these changes will update the products in the order on your store platform.