Order Hasn't Reached Warehouse or Shipped Out

Overview

You may notice that a certain order is stuck in pending status and not reaching the warehouse, sometimes even after a few months have passed, and want the order to be processed.

Orders are often stuck in Pending as they include out of stock items.

Solution

1. From Symphony commerce, navigate to Customer Service > Orders.
2. Locate the affected order and open it.
3. Check if the order is marked as Partially out of stock and check which items are OOS.
   
   
   
   
4. Cancel the out of stock items if needed:
   1. From the order details page, click Change Order. 
   2. Select the required item and click Cancel.
   3. Click Save in the top right corner of the page.
5. If the order is not pushed to the warehouse within an hour (after cancelling OOS items), submit a request to Symphony Support to investigate the issue and push the affected order to the warehouse. Make sure to include the ID of the affected order.
   
   Note: If the order was placed long ago, you may want to cancel it and issue a refund.
   
   

Testing

Navigate to Customer Service > Orders and search for the affected orders - they should be in the Warehouse status.