Commerce Panel → Orders → My Orders → Unfulfilled → New
When a customer places an order, it appears in the Unfulfilled → New sub-lane of the My Orders dashboard. Your first task as a seller is to determine whether you can fulfil the shipment — do you have the items in stock, in sellable condition, and ready to ship?
If you can fulfil the order, you confirm it. If you can't, you cancel it. In many cases, you can fulfil some items but not others, which is where partial confirmation and partial cancellation come in.
This page covers all four actions: full confirmation, partial confirmation, full cancellation, and partial cancellation.
A few things to understand before confirming or cancelling:
- An order may contain multiple shipments if items are split across selling locations. Each shipment is confirmed or cancelled independently.
- A single shipment can contain multiple bags (product line items), each with its own quantity. You can act on individual bags or the entire shipment.
- Confirmation and cancellation happen at the shipment level, not the order level. If a customer ordered 5 items across 2 shipments, you confirm or cancel each shipment separately.
- Cancelled items may get automatically reassigned to another selling location in your company that has the item in stock. If no other location can fulfil it, the item moves to the Cancelled sub-lane.
- The Confirmation Summary panel differs depending on whether the shipment uses a DP-managed delivery partner or self delivery. The confirm and cancel actions themselves are the same — only the Confirmation Summary and what happens immediately after differ.
On the shipment detail page, the three-dot menu (⋮) next to the Cancel/Confirm buttons provides additional actions beyond confirm and cancel. These are available at the PLACED status and some persist through later states:
- Split Shipment: Break the current shipment into two or more separate shipments. Use this when a shipment contains multiple items and some need to ship separately — for example, one item is ready now but another is delayed, or items need different packaging. Each split creates a new shipment with its own Shipment ID that is processed independently. For detailed instructions, see Split Shipment.
- SMS: Send an SMS notification to the customer regarding this shipment. Useful for communicating delays, requesting address clarification, or confirming delivery preferences.
- Reassign Store: Move the shipment to a different selling location. Use this when the assigned location can't fulfil the order but you want to manually choose which location takes over, rather than relying on the automatic reassignment triggered by cancellation.
- Download Documents: Download shipment-related documents (invoice, label, manifest) from a single menu without navigating to individual tabs.
- Help: Access help documentation and support resources related to shipment processing.
- Extension Bindings: If you have extensions installed (e.g., Customization Info, product-specific workflows), they appear here under the "Extension Bindings" section as pop-up or full-page actions. These vary based on your installed extensions.
If you can fulfil the items in a shipment, confirm it to signal that the items are available and you're ready to proceed with invoicing and packing. There are two types of confirmation.
Use this when you can fulfil every item and quantity in the shipment.
Steps:
- Navigate to My Orders → Unfulfilled → New.
- Click on the Shipment ID to open the shipment detail page.
- Click the Confirm button.
- A Confirmation Summary will be displayed. The contents of this panel depend on your delivery mode — see below.
- Review the summary and click Submit to finalise.
If the shipment is assigned to an integrated delivery partner, the Confirmation Summary shows:
- Shipment ID at the top
- Confirmed Item(s) table with Item Details (product image and name), Seller Identifiers (SKU), Confirmed Quantity, Selling Price, Actual Price, and Actions There are no delivery detail fields. The system will assign a DP, generate an AWB, and calculate the delivery date automatically after you submit.
After submitting, the shipment status changes to PLACED + PROCESSING and moves to the Unfulfilled → To Be Packed sub-lane. From here, the system takes over — it auto-generates the invoice, selects the best delivery partner, and allocates an AWB, all without any further seller action.
If the shipment is configured for self delivery, the Confirmation Summary shows an additional "Add delivery details" section at the top:
- AWB: Enter an Airway Bill or tracking reference for internal tracking.
- Tracking URL: Enter a tracking URL if available (optional).
- Delivery Partner: Enter the delivery partner name (your company name, rider name, or "Self").
- Delivery TAT: Select the expected delivery date using the date picker (DD/MM/YYYY). You must fill in these delivery details before submitting, since there is no integrated DP to auto-assign them.
The shipment status changes from New to Confirmed (self delivery) or PLACED + PROCESSING (DP-managed) and moves forward in the fulfilment flow.
Use this when you can fulfil some but not all items (or partial quantities of an item) in the shipment. For example, a customer ordered 3 units of a t-shirt, but you only have 2 in stock.
Steps:
- Navigate to My Orders → Unfulfilled → New.
- Click on the Shipment ID to open the shipment detail page.
- Scroll down to the Item Details section.
- You will see a table view with columns:
- Item Image
- Seller Identifier
- Initial Quantity
- Final Quantity
- Confirm Quantity
- Cancel Quantity
- Actual Price
- Selling Price
- Under the Confirm Qty column, enter the number of units you want to confirm for each item. For items you do not want to confirm, leave the Confirm Qty as 0.
- Example: If the customer ordered 2 t-shirts and 1 jeans, and you want to confirm only the jeans:
- Confirm Qty for t-shirts = 0
- Confirm Qty for jeans = 1
- Example: If the customer ordered 2 t-shirts and 1 jeans, and you want to confirm only the jeans:
- Once done, scroll back up to the Shipment Details section.
- Click the Confirm button from the Actions menu. The button will dynamically show the number of items selected for confirmation.
- A confirmation prompt may appear. Click Yes and then Submit.
- The shipment status for the confirmed items will update to Confirmed.
The confirmed items move to the Confirmed sub-lane. The unconfirmed items remain in New until you confirm or cancel them separately.
Important: Partial confirmation is not the opposite of partial cancellation. When you partially confirm, the remaining items are left as-is (still New). When you partially cancel, the remaining items are also left as-is. In both cases, you'll need to take a second action on the remaining items.
If you cannot fulfil items in a shipment — because they're out of stock, damaged, or unavailable — you cancel them. Cancellation has two important behaviours:
- If another selling location in your company has the cancelled item in stock, the OMS automatically reassigns it to that location. A new shipment is created at the new location, and the item gets a fresh chance at fulfilment.
- If no other location can fulfil it, the item moves to the Cancelled sub-lane under the Processed super-lane, and the customer is notified.
Use this when you cannot fulfil any item in the shipment.
Steps:
- Navigate to My Orders → Unfulfilled → New.
- Click on the Shipment ID to open the shipment detail page.
- Click the Cancel button. This option appears only when the shipment has more than one item.
- A Cancellation Summary screen will appear, listing all items in the shipment.
- Select a cancellation reason from the dropdown for each item (e.g., "Out of stock", "Product damaged", "Pricing error", "Customer requested cancellation"). The reason is recorded for audit and analytics.
- Review the summary and click Submit to finalise.
All items in the shipment are cancelled. If other selling locations can fulfil them, reassignment happens automatically.
Once a shipment is confirmed, it moves through the following states:
| What Happens | State | Sub-Lane |
|---|---|---|
| Shipment confirmed by seller | Confirmed | Unfulfilled → Confirmed |
| Delivery partner is assigned automatically | DP Assigned | Unfulfilled → Confirmed |
| Awaiting invoice and packing | — | Proceed to Invoice & Pack |
The next step in the fulfilment workflow is to generate an invoice, download the shipping label, and pack the shipment. See Invoice & Pack a Shipment.
| Scenario | What Happens |
|---|---|
| Other location can fulfil | Cancelled items are automatically reassigned to another selling location. A new shipment is created there, and it appears in that location's Unfulfilled → New sub-lane. |
| No other location available | Cancelled items move to the Processed → Cancelled sub-lane. The customer is notified of the cancellation and a refund is initiated for prepaid orders. |
| Partial cancellation | Only the cancelled items/quantities are removed. The remaining items stay in the current shipment and remain in New, awaiting confirmation. |