When your customer places an order, it is put on an automatic 24-hour hold to allow your customer to make changes to the order or delivery address. It also gives you time to verify that the address is USPS-compliant, since we only ship to USPS-compliant addresses.
Any changes need to be made in your BooksCloud admin for them to take effect. Changes made in Shopify will not update in BooksCloud.
After the order is removed from the 24-hour hold, it goes to fulfillment. It can be removed in two ways: automatically 24 hours after the order is placed, or manually if you submit the order for fulfillment on that order’s page.
Once it is in the fulfillment process, the order cannot be stopped or changed in any way. The order is being picked, packed, and shipped.
Once your order has completed fulfillment and has a tracking number, it will become shipped. The tracking number will be sent to Shopify and will also appear on the order page in BooksCloud.
You can place an order on hold if you do not want it to go to fulfillment yet. This gives you an opportunity to adjust the order before it goes to fulfillment. It will not go to fulfillment while it is on hold. You must come back and submit the order when you are ready.
You can cancel an order to prevent it from going to fulfillment. If you cancel an order in BooksCloud, it will not cancel it in Shopify. If you change your mind later and want to place the order, you will not be able to remove it from this status. You will need to place the order again in Shopify and mark it as paid for it to sync back into BooksCloud.
If you cancel an order in your Shopify store, you still need to cancel the order in BooksCloud so it does not go into fulfillment.
Occasionally, books cannot be shipped. We will let you know that the order is partially shipped so you can alert your customer that the order will not ship in full and provide an appropriate discount.
If an entire order is out of stock, we will let you know that the order is not shipping so you can alert your customer and provide an appropriate refund.
Occasionally, an order will come from Shopify that does not include the address where it is supposed to ship. We will try to get the address information from Shopify for 24-hours. If we succeed, the order will go into the fulfillment process. After 24-hours, it is up to you to update the address on BooksCloud if you would like it to ship.