Lodsted
Help
For customer service
A customer is on the phone. Here is where to look and what the answer means. You need the User level; nothing on this page changes stock.
Where is my order?
- Find it
Orders page, search the order number (
1042) or the customer's name. If they quote the number from a packing slip barcode (12891-1), search#12891. - Read the status
Status Tell the customer Downloaded Received, queued for picking. Check the Backordered chip: if the order shows there, see "Why is it taking so long" below. In Wave Being picked today. The Wave/Bin column says which cart. Printed Picked and being packed. Shipping today in most warehouses. Shipped Gone. Open the order; the Shipments section has the date, method and tracking. The same tracking is on the Shopify order. On Hold Deliberately stopped. The Activity tab says who held it and why (a note, a Shopify hold, removal from a wave, or a ship-to address Lodsted cannot ship to). Cancelled Cancelled or fully refunded at the store. Complete Closed with nothing left to ship (usually every line was canceled or refunded). - Read the history
Open the order and click Activity: every status change, wave assignment, shipment and tag with time and user. This is the authoritative timeline.
Tracking a group of orders
Tag the orders in Shopify (event-oct, replacement, a customer's company name). The tag comes
through to Lodsted, so typing it in the Orders search lists exactly those orders with their statuses, and the
warehouse can wave them together if they ask for a wave definition on that tag. Tags added in Shopify after an
order is already on a wave are not refreshed until it ships.
Why is it taking so long?
- Backordered. The order appears under the Backordered chip and carries the
backorderedtag (visible in Shopify too). On the Inventory page search#1042to see each SKU's Available and On Order; click On Order for the expected date of the next purchase order. If no PO exists, purchasing needs to know. The tag never comes off, so an order can show it after stock has arrived; Available on the Inventory page is the live answer. - On Hold. Someone stopped it. Activity says who. If it is a manual hold you can release it with Restore once the reason is resolved; a Shopify hold releases itself when the store does. A
ship-to-holdtag means the address is outside the US, in a US territory, a military APO/FPO address, or has no zip: confirm the address with the buyer and correct it in Shopify, and the next sync releases it (see Ship-to address holds). - Waiting for a wave. Downloaded and not backordered means it is simply queued; the warehouse runs waves on its schedule. A priority tag in Shopify puts it on the Rush wave if your definitions have one.
The customer wants to change the order
| If the order is | Then |
|---|---|
| Downloaded | Edit it in Shopify (address, items). Lodsted refreshes it on the next sync, before any wave takes it. Put it On Hold first if you need time. |
| In Wave or Printed | The order is frozen in Lodsted: an edit in Shopify is not applied. Lodsted tags it changed, emails the Shipping alert address with the wave, bin and what changed, and the packer sees a confirm prompt. For an address change that is enough: the label is bought with the current address. For item changes, ask the warehouse to Remove from wave (order goes On Hold), make the change in Shopify, then Restore so the next wave picks it fresh. Tell the warehouse rather than relying on the email alone. |
| Shipped | Too late for this shipment. Handle as a return or a new order. |
The customer wants to cancel
Cancel in Shopify. If the order is Downloaded it will simply never be picked. If it is already In Wave or Printed, also tell the warehouse so the packer pulls the bin; Lodsted marks it Cancelled on the next sync and the wave completes without it. Shipped orders cannot be canceled; arrange a return.
Is it in stock?
Inventory page, search the SKU or the product name. Available is what can be sold now. Demand is what open orders already claim. On Order and its expected date answer "when". Stock under Unavail exists but is in a location taken out of service; ask the warehouse before promising it.
Tracking says nothing yet
Open the order; if the Shipments section shows a tracking number but Shopify does not, the fulfillment push may be pending or have failed. On the Shipments page search the order id and read the status: Pending means the next processing run will send it; PushFailed or Abandoned means someone needs to look. Both are explained on Shipments.
Printing a packing slip for the customer
Open the order and click Print Order for a single packing slip; it lists the lines and the shipment reference.
Things customer service should not do
- Reset or complete waves. Ask the warehouse.
- Adjust stock. Report a discrepancy and let an Admin count and adjust it with a reason.
- Set a shipment back to Pending. It deducts stock again.