An order’s status can now no longer be changed manually after the order has reached one of the following statuses:

Dispatched
Dispatched (Retailer Notified)
Sent to Shipper
Received by Shipper

There are two key reasons for this change.

Before the restriction, it was possible for a retailer to simply change the status of a dispatched order back to received which could cause invoicing problems for a supplier using OMS for production.
Where shipping integrations are involved, once an order’s details have been sent to the shipping company, the shipment cannot currently be cancelled via OMS. Allowing a status change could potentially lead to a lack of synchronisation between OMS and the shipping company.

Why aren’t the sent and received by supplier statuses included?

The supplier statuses are generally only used when OMS interfaces with the supplier’s own production system. It is assumed that the supplier’s system will either correctly count a resent order as two separate orders so that they can be invoiced correctly or reject duplicate order numbers.

In addition, when using a supplier integration, OMS also does not need to consider order shipping, as that is the responsibility of the supplier’s own system.

How should faulty orders be handled?

If a customer has an issue with an order (i.e. they received a broken or faulty item) then the supplier should use the Duplicate order functionality to put the order through the system again with any amendments as needed.

The Duplicate functionality is available in both V1 and V2.

In V2, the user gets a choice as to whether or not the duplicate is free of charge. In V1, the duplicated order is always marked as free of charge.

Free of charge orders are labelled as such in the supplier’s order details report and excluded from invoices so that they know not to charge the retailer for the order.

Free of charge orders still incur a click charge.

How should a multiline order be handled if only a single line needs to be reproduced?

In the near future the duplicate function in v2 will include the ability to only include specific order lines.

How does this fit in with rebatching?

The Rebatch function is only applicable if batching is being used.

Rebatch should be used for when there has been a production issue of some kind that has been spotted during production and before dispatch.

Rebatch should not be used once the order has passed the production stages.

What happens if a customer cancels an order after it has been marked as dispatched but before the shipper collects it?

Unfortunately this is an edge case that OMS cannot currently handle.