Part 4: ChannelApe - Migration Issue

A customer has contacted us about not getting any shipping updates. The order was fulfilled by Radial. What steps should be taken next?

Review details here:

ChannelApe

Shopify

Inventory

Radial tool

• Flag as migration issue in the 3PL channel.

• Manually fulfill the order on Shopify. No need to flag this type of migration issue.

• Ask customer for more time to complete order fulfillment.

• Post in the 3PL Channel because it's a backorder case.

Answer explanation

The tracking details did not migrate from the warehouse to ChannelApe. Hence, the order got stuck in a 'PENDING' state instead of changing to 'SUCCESS' status even after getting fulfilled by Radial. Since the tracking number is accessible on the Radial tool, we can update Shopify manually without raising this in the 3PL Channel.

It has been a day since the customer placed the order, and there have been no shipping updates. What could be causing this delay in the order?

Review the details here:

ChannelApe

Inventory

Shopify

• Customer needs to pay the restock fee first before we fulfill the order.

• There is no stock. It's a backorder case.

• It's stuck in an open status for more than 2 hours. It's a migration issue.

• It's a presale situation. Inform the customer the order will ship a few days later than the original ship date.

Answer explanation

If a status stays OPEN for more than 2 hours after purchase, it indicates an issue on Shopify hindering complete migration to ChannelApe.

After checking Shopify, it's clear that the problem is not related to payment capture (such as orders over $500, restock fees, or high-risk orders). Therefore, this issue should be escalated to the 3PL Channel for assistance.

The customer was requesting an update on his order. You found out that the warehouse canceled the order (on QP), and you also noticed that CA failed to channel the order to a different warehouse. What should be the next course of action?

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ChannelApe

Quiet Platform

• No available stocks. This is a backorder case.

• Manually fulfill the order on Shopify. This does not need to be escalated.

• Inform customer that the order is in a state that can no longer be canceled.

• Flag as migration issue in the 3PL channel.

Answer explanation

When a warehouse cancels an order, it should appear as "CANCELLED" on the line item in ChannelApe. This will prompt ChannelApe to reassign the order to a different warehouse.

In this scenario, the cancellation initiated by the warehouse is reflected on QP but has not carried over to ChannelApe, remaining in a "pending" line item status. This issue needs to be addressed in the 3PL channel to enable the order to be rerouted to another warehouse.

The customer is requesting an update on their order. What should be your next step?

Review the details here:

ChannelApe

Shopify

Inventory

• Flag as migration issue in the 3PL channel.

• Manually fulfill the order on Shopify. No need to flag this type of migration issue.

• Ask customer for more time to complete order fulfillment.

• No stock. This is a backorder case.

Answer explanation

The tracking information did not migrate from ChannelApe to Shopify. Since the tracking number is available on CA, we can manually fulfill the order on Shopify and enter the tracking number. It is not necessary to flag this migration problem in the 3PL Channel.

The customer mentioned this is their second time inquiring about their order. The initial response indicated the order would be shipped on 02/07, but as of 02/08, the order has not been fulfilled yet. What is the status of this order?

Review the details here:

ChannelApe

Shopify

Inventory

• Customer needs to settle the restock fee first before we fulfill the order.

• There are no stocks left. This must be flagged as a backorder case in the 3PL Channel.

• It's outside the planned ship date, and there is stock available. Flag this as a migration issue.

• Manually fulfill the order on Shopify. No need to flag this type of migration issue.

Answer explanation

Despite having a ship note on Shopify, this order is no longer considered a presale delay since it has gone past the scheduled ship date. The order was not allocated to a warehouse by ChannelApe, despite the availability of stock. This issue is related to migration and should be raised in the 3PL Channel for assistance.