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On-hold orders indicate the orders that cannot be processed or fulfilled due to a range of issues or factors, including unavailable product links, unavailable product variants, or inability to deliver to buyer's address, etc.These issues often occur due to continuous changes by AiExpress suppliers, creating differences between the product import time and order fulfillment time. PlusBase is dedicated to notifying sellers about replacement links to avoid unexpected order cancellations.
Additionally, we will provide guidance on effectively resolving these issues.
In this article
A. What is “Cannot fulfill” in order status?
B. How to locate an order that is currently on hold?
C. What happens when an order is put on hold?
D. How to resolve the fulfillment issue?
E. What happens if the replacement link is not eligible?
A. What is "Cannot fulfill" in order status?
Cannot fulfill in an order status means that the order cannot be fulfilled for some reasons.
The status Cannot fulfill can arise for various reasons, including:
For example: If a product has two orders, one that cannot be delivered and another one with a variant that cannot be found, you may encounter a warning like changes in AliExpress shipping countries and product variants.
B. How to locate an order that is currently on hold?
When you access the Home page on the admin dashboard, an alert will immediately display the number of orders that cannot be fulfilled.
In the Dropship Products > All Products section, under each product title, there will be a red notification indicating the number of orders that cannot be fulfilled.
To specifically filter products with order issues, go to More filters and select Has Order Issue > tick the option for Yes.
Go to All orders, in the Fulfillment Status section, select Cannot Fulfill to filter all orders that have issues.
If you have the mobile app installed, it will push notifications to alert you when an order cannot be fulfilled.
C. What happens when an order is put on hold?
When an order is put on hold with a status of Cannot fulfill, there are several pieces of information you may encounter on the order detail page.
This countdown time in order detail page indicates a deadline by which you may need to provide a replacement link to resolve the fulfillment issue.
Under each item in the order, there may be an error message or notification that explains the specific issue preventing fulfillment, such as Failed to map variants or Not found shipping carrier, etc.
During the on-hold period, the profit may be temporarily held or displayed differently until the issue is resolved. However, this profit will still be added to the Available Soon in balance. After order processing, the profit will transfer to Available to Payout. Therefore, it's crucial to provide a replacement link as soon as possible to ensure prompt profit availability.
To learn more about how PlusBase calculates order profit, please refer to this article.
The message Order was pending fulfillment due to product issues indicates that the order cannot be fulfilled at the moment due to issues related to the product.
D. How to resolve the fulfillment issue?
In the product detail page, click on Provide alternative link, enter alternative link(s).
Please note that you can only submit once, and alternate links must match the variant and shipping country of the ordered item(s). You can provide up to 10 alternative links. It's recommended to provide more than one to increase the chances of fulfillment.
If the cost of the alternative link differs from the original requested link, the profit will be adjusted accordingly.
The system will send a notification to confirm that the alternative link has been successfully provided.
E. What happens if the replacement link is not eligible?
Please refer to the Policy for PlusBase's sellers via this article.