Order details window

Open any order to see its items, vendor purchase order, shipment, profit and history, and to route, ship, refund, return or cancel it.

What it's for

The order window shows everything about one order in one place. From here you can route the order to a vendor, approve it to ship, enter tracking, refund the buyer, send a return label, create a replacement, or cancel the order.

Where to find it

Go to Orders › Channel Orders in the sidebar and click any order row. The window opens on top of the list.

The screen at a glance

Header

The header shows the item picture, the OP order number (with a copy icon), who fulfils it (FBA, FBM, WFS or Seller), the status and the payment state. Below that are the first item's title and unit count, the marketplace order number, the customer and their city.

For Amazon items, the title is a link to the Amazon listing.

Use the ‹ and › arrows at the top right to move to the previous or next order in your list without closing the window. "3 / 14" tells you where you are. The ✕ closes the window.

If Amazon fulfils the order (FBA), a blue banner says so. Amazon picks, packs and ships it, so you don't need to route or ship it.

Overview tab

• Items – each item with its title, channel SKU and ASIN, the linked catalog SKU and UPC, and the vendor and vendor SKU. It also shows the total units (for multi-packs, "pack of 3"), the item status, quantity and price. Click a SKU to open it in a new browser tab. Amber tags warn you when an item is "Not linked to a catalog SKU" or "Not routed to a vendor".
• Warehouse items – if an item is filled from your own shelves, it shows the shelf, plus Pick QR and Scan out buttons (see below). Once scanned out, it shows "Scanned out".
• Order – OP order #, marketplace #, marketplace, status, payment, ship-by date with a hint like "tomorrow" or "2d late", deliver-by date and created date. "manually approved" shows if someone approved it by hand.
• Ship to – name, address, phone and email, each with a copy icon. The copy icon in the card title copies the whole address. Any order note shows here in amber.
• Where it stands – one plain line about what is happening now, for example "Waiting for Northwind Health Supply's 855" or "OK to ship".

Purchasing tab

Shows each purchase order (PO) that buys items for this order:

• The vendor name and the PO state. Click the PO number to open it in a new tab.
• The catalog item, and inside it the vendor's item with its SKU, title and cost. Tags show "out of stock", "dropship" or "on deal" when they apply.
• This order (units for this order), Line total (units on the whole PO line), Acknowledged (confirmed by the vendor, the "855") and Invoiced (billed by the vendor, the "810"). A bar shows progress.
• Remove from PO takes this order's units off the PO. Asks you to confirm.
• While a PO is still collecting orders ("piling") and has not been sent yet, − and + buttons appear next to the units. Use − when you found a unit in your warehouse: it comes off the PO before it is sent. If that leaves no units on the PO, the order becomes OK to ship right away. + puts a unit back.

If the order has no PO yet, the tab says to route the order first.

Shipping tab

• A tracker with four steps: Label created, In transit, Out for delivery and Delivered. Delivery problems show in amber.
• The carrier and service, ship date, label cost (actual or estimate) and the tracking number with a copy icon. Track package opens the carrier's tracking page for UPS, FedEx and USPS.
• When tracking was last checked. Check now asks the carrier for the latest status right away.
• Fields for Carrier, Tracking #, Est. shipping cost and Actual shipping cost. Click Save shipment info to save them. Saving marks the shipment as shipped.

P&L tab

Shows what the buyer paid, minus sales tax, Amazon fees, FBA fees and FBA inbound costs, promotions, the label, product cost (with one line per vendor), other expenses and any refund or return costs. At the bottom is the profit or loss and the margin.

Each number is an estimate (amber, marked "est") until the real one arrives. Tags under the total tell you what is still estimated: product cost, label cost, and Amazon fees (until Amazon settles the order). When all three are real, the card says final.

• ↻ Refresh fees pulls Amazon's real settled fees. If the order has not settled yet, you keep the estimate.
• Edit P&L opens fields to type your own numbers: customer paid, sales tax, referral fee, FBA fee, estimated and actual shipping, a vendor cost override and other expenses. Click Save P&L to keep them.

You need the Financials permission to see this tab. Without it, the tab says the details are hidden.

History tab

A timeline of every status change, with the note, date and time, and who made it ("system" for automatic changes). Links to other orders in a note open that order.

Buttons and actions

These buttons sit along the bottom of the window. Some only show when they apply.

How to route an order and approve it

1. Open the order.
2. Click Route order. OrderPilot picks your warehouse or the best vendor.
3. Check the Purchasing tab to see the PO it was added to.
4. When the vendor confirms, the order moves on by itself. If you need to ship it sooner, click ✓ Approve to ship.

How to add tracking by hand

1. Open the order and click Actions › Manual ship.
2. Pick the Carrier.
3. Paste the Tracking number. It is required.
4. Check the Ship date. It starts as today.
5. Click 🚚 Mark as shipped.

The dialog reminds you that you may need to update the tracking on Amazon yourself.

You can also type the carrier and tracking number on the Shipping tab and click Save shipment info.

How to refund an order

1. Open the order and click Actions › Refund order.
2. Pick a Refund type: - By units – set how many units of each item to refund. The amount fills in for you. - Full refund – the full amount the buyer paid. - Partial refund – type any amount. - Shipping only – type the shipping amount to refund.
3. Pick a Reason. The list shows the channel's own reasons.
4. Add a note if you like.
5. Click 💰 Refund on channel.

For Amazon, the window shows that the refund was sent, then waits for Amazon's answer. This usually takes 2 to 10 minutes. It then says whether Amazon accepted or rejected the refund. Keep the window open to see the answer.

For Amazon and Walmart orders this sends real money back to the buyer. It cannot be undone. For manual orders, the refund is only recorded in OrderPilot.

How to send a return label

1. Open the order and click Actions › Create return + email label.
2. Pick the Return reason.
3. Pick the Return shipping method: USPS Ground Advantage, USPS Priority Mail or UPS Ground, all prepaid.
4. The email box shows the buyer's Amazon relay address. Mail sent there reaches the buyer and is saved in Amazon's Buyer-Seller Messaging, so you can see it in Seller Central.
5. Add a note if you like.
6. Click ↩️ Create return. OrderPilot buys the label and emails it.

A message shows the carrier, tracking number and cost. If the label was bought but the email failed, the message says so. Don't click again, or you will buy a second label.

How to send a replacement

1. Open the order and click Actions › Create replacement order.
2. For each item, set how many single units to replace. It starts at 1. Units are counted one by one, not in packs, so if one of four arrived damaged, replace 1.
3. Pick the Reason for replacement and add notes if you like.
4. Click 🔄 Create replacement.

A new order is created and routed to a vendor. Its new OP order number shows in the message.

How to handle a buyer's cancellation request

When a buyer asks Amazon to cancel, the order shows "Buyer wants to cancel".

1. Open the order. "Where it stands" says the buyer requested a cancellation.
2. To agree, click Approve cancellation. The window shows the order and the buyer's reason.
3. Click 🙋 Cancel on Amazon. To keep the order instead, click Keep order.
4. The result shows the order as cancelled in OrderPilot, and what happened in ShipStation and Veeqo.

Amazon takes about a minute to process it.

How to cancel a Walmart order

1. Open the Walmart order and click Cancel on Walmart.
2. Pick the reason: the customer asked, or you can't fulfil it (for example, out of stock).
3. Click ❌ Cancel on Walmart, or Keep order to stop.

How to ship a warehouse item

If an item is filled from your own shelves:

1. On the Overview tab, find the item with the warehouse shelf tag.
2. Click Pick QR to print a QR code for the picker. Scanning it on the Orders page ships that line from stock.
3. Or click Scan out and confirm to take it off the shelf right away.

Tips and troubleshooting

• "No purchase orders yet." The order has not been routed. Click Route order.
• "Routed — no vendor found." Check that the item is linked to a catalog SKU and that the catalog SKU has a vendor.
• The refund is still processing after 10 minutes. Check again later; it may still go through on Amazon.
• Return label message says the label was bought but not sent. Don't create the return again. A second click buys a second label.
• No Check now link or tracker progress. These only appear once the order has a tracking number.
• Amber numbers on the P&L tab. They are estimates. They turn into real numbers as the vendor's costs, the real label cost and Amazon's settlement arrive.