Unfulfilled or stuck orders (shipper) – Warehut

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This article covers how shippers should respond to queries from brands about unfulfilled or “stuck” orders — i.e. orders that appear to the client not to have been fulfilled by the shipper. 📝 Article summary: do not re-send the order unless you receive approval from Warehut to do so. It’s possible that you have actually fulfilled the order, but the carrier (especially if it’s USPS) is using a recycled tracking number that does not reflect the order’s actual status. Re-sending the order without Warehut’s approval may result in you re-shipping an order that was already dispatched.

Occasionally, you may be contacted by a brand you’re working with about an order that appears not to have been fulfilled. While this can be concerning, the good news is that you probably did correctly ship the order. Carriers — especially USPS — recycle tracking numbers quite rapidly, and sometimes the tracking info doesn’t always reflect the actual status of your order.

Here’s what you should do if you are contacted by a brand about an order that appears not to have been fulfilled:

If you keep your own records of the orders you’ve fulfilled, check your records to confirm whether the order was fulfilled.

If you have a record that you fulfilled the order, let the brand know that the order was fulfilled and direct them to this help page, in case they’re unaware of the USPS tracking number glitch.

If your records show that you missed the order, fulfill it and update the brand once you have done so.

If you don’t keep records and/or are unsure whether you’ve fulfilled the order:

Do not immediately re-print the label and re-ship the order. Doing so may result in you sending a duplicate order to the customer.

Ask the brand to contact Warehut customer service via the in-app chat and quote the order number.

Our customer service team will then check whether the order was fufilled. If the order was genuinely missed, we will contact you with approval to fulfill the order.

Unfortunately, this is an unavoidable issue with carrier tracking numbers. While we’re aware it’s not ideal, it’s a rare occurrence, and it’s fully possible you may never have to deal with this situation. In the mean time, please rest assured that we’re working with carriers to ensure that this issue is fixed as soon as possible!