What is Order?

There are three stages to a complete order flow: Orders, Manifests, and Shipping.

The Orders page gives you access to your live sales information, including:

  • Reference numbers

  • Receivers

  • Order statuses

  • Tracking statuses

  • Tracking numbers

  • Couriers

  • Shipping documents

New orders enter the system, and depending on their state will be assigned one of the following statuses:

Status

Description

Draft

Orders have ‘Draft’ status until all the required information about them is provided, at which point ‘Fulfil’, ‘Cancel’ and ‘Copy’ actions become available.

On Hold

Orders with ‘On Hold’ status have all the required information, but for many possible reasons are yet to be fulfilled. The ‘Manifest’ action is available when you’re ready to fulfil ‘On Hold’ orders.
Orders using same day couriers cannot be put on hold.

Action Required

Orders with ‘Action Required’ status are similar to ‘on-Hold’, where all the required information has been provided, but the order cannot be fulfilled as the information has not been inputted correctly or there is missing information. They could be, for example, weight limit exceeded, courier an API error. The ‘Fulfil’, ‘Cancel’ and ‘Copy’ actions are available.

Ready for Fulfillment

Shipping documentation is generated ready for dispatch. The ‘Manifest’, ‘On-Hold’, ‘Fulfil’ and ‘Copy’ actions are still available as the order has not yet begun to be fulfilled by the 3PL.

Fulfilling by 3PL

This status means the order has begun to be fulfilled by the 3PL and now cannot be put on hold or cancelled. The 3PL is preparing the order for shipment.

Shipped

Orders gain a ‘Shipped’ status when they have been physically shipped out and tracking information has been sent.

Cancelled

Cancelled orders require no further action. Only the ‘Copy’ action is available.
Orders using same day couriers cannot be cancelled automatically, however you can request to cancel using the in-app ticketing feature.

Archived

When Borderless360 changes the order status to Archived, it will only be visible in the Archived tab on the Orders page. When an order is archived, it is not deleted. All orders, active or archived, can still be accessed.

Putting orders On-Hold

  1. From the Dashboard, choose Orders from the sidebar, and locate the order(s).

  2. To put multiple orders On-Hold at the same time, select the orders using the radio buttons.

  3. Click Bulk Actions, then choose Put on Hold. Confirm the action when prompted.

Alternatively, you can action individual orders from within their profile. To do this:

  1. Click the order's ID to see the order's profile.

  2. Click Actions, then choose Put on Hold. Confirm the action when prompted.

Same day orders

Orders that are to be shipped using same day couriers cannot be edited or cancelled automatically. You can use the in-app ticketing feature to request changes and we will endeavour to make them in time, please note this is not a guarantee.

Releasing On-Hold orders

When you release an On-Hold order it will gain Fulfilled status. Here's how:

  1. From the Dashboard, choose Orders from the sidebar.

  2. Choose On Hold from the header bar.

  3. Select the order(s) using the radio buttons.

  4. Click Bulk Actions, then choose Manifest. Confirm the action when prompted.

This will then release the order(s) from On-Hold, and they will be fulfilled and added to the Manifest.

B2B orders

To create a B2B order, visit our help site article on Creating B2B orders.

Actioning Action Required orders

Sometimes an order will be missing certain information. In this case, you'll need to check the information is correct, and possibly add new information manually. To do this:

  1. From the Dashboard, choose Orders from the sidebar, and locate the order(s).

  2. Click the order's ID. You'll see the order's profile.

  3. Choose Edit from the header bar.

  4. Add or edit the required information as necessary.

  5. To finish, click Save as draft to save for later, or fulfil the order by clicking Save & fulfil.

  6. If the required information has been added the order will then gain 'Fulfilled' status.

Fulfilling orders again

You may wish to fulfil the same order again. To do this:

  1. From the Dashboard, choose Orders from the sidebar, and locate the order(s).

  2. To re-fulfil multiple orders at the same time, select the orders using the radial buttons.

  3. Click Bulk Actions, then choose Fulfil. Confirm the action when prompted.

Alternatively, you can action individual orders from within their profile. To do this:

  1. Click the order's ID to see the order's profile.

  2. Click Actions, then choose Fulfil. Confirm the action when prompted.

You can re-fulfil orders as many times as you wish providing they haven't been shipped.

Copying orders

If you wish to make a copy of an order, it's simple:

  1. From the Dashboard, choose Orders from the sidebar, and locate the order.

  2. Click the order's ID to see the order's profile.

  3. Choose Copy from the header bar.

A new order will then be generated containing the same information. You will then be free to add or adjust information as you wish.

Cancelling orders

To automatically cancel orders:

  1. From the Dashboard, choose Orders from the sidebar, and locate the order(s).

  2. To cancel multiple orders at the same time, select the orders using the radio buttons.

  3. Click Bulk Actions, and choose Cancel. Confirm the action when prompted.

Alternatively, you can action individual orders from within their profile. To do this:

  1. Click the order's ID to see the order's profile.

  2. Click Actions, then choose Cancel.

The order will then be cancelled. This action is not reversible.

You may also request to cancel orders through the in-app ticketing feature. To do this, open a new ticket, and under the ticket type, select Cancellation request. Fill in the appropriate details and tick the box, acknowledging that you understand the charges that could be incurred in cancelling your request.

For more information on cancellation fees, visit our help site article: Fulfillment centre fees.

Tracking shipped orders

You can track orders that have shipped so that you can confirm their delivery, and give your customers reassurance.

  1. From the Dashboard, choose Orders from the sidebar, and locate the order(s).

  2. Click the Track Now button (you'll find it to the right of the Tracking Number).

  3. You'll then be redirected to your personalised tracking page for the particular order, including links to courier tracking pages.

Creating new orders on the fly

There are two types of orders you can create on the fly: In-Store orders, and Ad-Hoc orders.

In-Store orders must draw on your existing product inventory.

Ad-Hoc orders don't need to draw on your inventory; they are created using new product information. Let's look first at creating new In-Store orders:

Creating new In-Store orders

  1. From the Dashboard, click the New Order shortcut button.

  2. Select the product(s) from your inventory using the Order Products search bar.

  3. Add a Reference Number, and Notes (if applicable).

  4. Add a Brief Description of the product (for international shipping only), then choose a Reason of Export, and Terms of Trade from the drop-down menus.

  5. Add the Receiver's Details. For orders shipping to China, upload photos of both the front and rear of the Chinese ID information.

  6. Add the Package dimensions, and weight, then click Get Rates to generate shipping options.

  7. Select your desired shipping option using the radio button, then click Save.

Once saved, the order(s) will be fulfilled.

For orders shipping internationally, ensure all fields are complete.

Creating new Ad-Hoc orders

You'll first need to enable Ad-Hoc orders. To do this:

  1. From the Dashboard, choose Settings from the sidebar.

  2. Choose Configuration from the header bar.

  3. In the Order Configuration area, switch Ad-Hoc Orders to 'Enable.'

  4. Click Save.

Next, to create a new Ad-Hoc order:

  1. Choose Orders from the sidebar.

  2. Click the dropdown menu beside the Create Order button, choose Ad-Hoc, then click Create Order.

  3. In the Order Details area, click + Add Product, then add the product details. Add as many products to the order as you wish.

  4. Once you've added all the products to the order, continue with adding a Reference Number, and Notes (if applicable).

  5. Add a Brief Description of the product (for international shipping only), then choose a Reason of Export, and Terms of Trade from the drop-down menus.

  6. Add the Receiver's Details. For orders shipping to China, upload photos of both the front and rear of the Chinese ID information.

  7. Add the Package dimensions, and weight, then click Get Rates to generate shipping options.

  8. Select your desired shipping option using the radio button, then click Save.

Once saved, the order(s) will be fulfilled.

For orders shipping internationally, ensure all fields are complete.

Importing orders via Google Sheets

Here's how to import a bunch of orders you already have into Borderless 360 using Google Sheets:

  1. From the Dashboard, choose Orders from the sidebar.

  2. Click Import.

  3. On the Import Orders screen, click Download Template (or click here). You'll be redirected to Google Sheets.

  4. When prompted, click Make a Copy. You'll now see an empty Google Sheet.

  5. Add your order data to the empty Sheet. When you're done, click Share.

  6. In the pop-up, click Advanced.

  7. Under Who has access, click Change, then choose On - Anyone with the link.

  8. Next, under Access, click the dropdown menu, then choose Can Edit, then click Save.

  9. Click Done to close the pop-up.

  10. Next, copy the URL from the browser search bar.

  11. Back in Borderless 360, paste the URL into the Google Drive Link field, then click Validate to import the orders.

  12. Once all orders are valid, click Approve to finish.

Manifesting fulfilled orders

The final step of the Orders stage is to manifest fulfilled orders. It's simple:

  1. From the Dashboard, choose Orders from the sidebar.

  2. Select the order(s) using the radio buttons.

  3. Click Bulk Actions, then choose Manifest.

  4. Navigate to the Manifests page to continue to the second stage of the order flow.

Accessing an order's history

An order's Order history will show you an order's full journey as well as comments made about the order. Order history can be found when clicking into an order's details. On the right hand side, click the Order History drop down.

Returns orders and Tracking

Our returns solution allows your end customers to generate a return label on your own branded page, send their order back using a local mail provider and allow us to return products back into your inventory to be sent again. Like all of the shipments that pass through our network, Borderless360 returns are completely carbon neutral.

Enabling the returns feature means we will be able to generate a new tracking page that your customers can access. This page can be branded using your own logo and brand colours.

Below is an example of both the desktop version (left) and the mobile version (right) of the tracking page. We have optimised the page for mobile use so your customers can access it everywhere.

You can read more about how our returns feature works in the help site article here.

Additionally, we have a handy FAQ on all things returns that you can access here.

To find an Archived order:

  1. From the Dashboard, choose Orders from the sidebar.

  2. Choose Archived from the header bar.

  3. Use the search or filter function to find specific orders.

  4. In the same way, you can export your archived orders.

Note: These orders will not appear in search or filter results in other status tabs

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