Order checks and decisions

Before sending, the app checks every customer. If something is wrong, the order stops and waits for your decision.

When the check runs

When you open Fast Post. Then you see the flags in the rows and the Before sending box.
When you click Reserve. The check always runs again, right before the order goes to the courier.

The same customer is recognised by the last 8 digits of the phone number. If there is no phone, by the name. Orders from all your shops are compared. Other people's shops are never looked at.

Rules that stop an order

You can turn each rule on or off, or change its number. You do this in Settings → Reservation blocking. The numbers below are the defaults.

Blacklist: The customer is on your blacklist. This rule is always on and cannot be approved. For the order to go, you must remove the customer from the list.
Same product, two orders: The customer ordered the same product twice on the same day. Or the first order is not sent yet. Both orders stop, so you can choose.
Same product already on its way: The same product is already with the courier for this customer. Parcels from the last 30 days count.
Same product just delivered: The same product was delivered to the customer yesterday or today.
Several orders: The customer has 2 or more orders on the same day. It is often better to merge them into one parcel.
Earlier returns: The customer sent back at least 1 parcel in the last 365 days.
Fast orders: 5 orders came in within 10 minutes from the same phone or the same address.

How you decide

In the Before sending box, or in the order row, click Review.
A window opens. At the top it shows the reason, for example Before shipping · Returns.
Look at the details about the customer and the orders.
Click one button. After that the next waiting customer opens by itself.

The decision window for a customer with returns

Buttons in the window

The buttons depend on the reason. Here is what each one does.

The customer is on your blacklist:

Do not send: The order is deleted from Fast Post. In Shopify it stays as it is.
Remove from list and reserve: The customer is removed from the blacklist, and the order is reserved right away.

The customer sent parcels back before:

Customer details: The window shows how many parcels came back and how much postage that cost you. Below is a list of their orders.
Reserve anyway: You approve sending. The order is reserved.

Same product or several orders, and the other orders are still waiting:

Send only and an order number: The oldest order stays and is reserved. The others are deleted as duplicates.
Merge into one: All orders become one parcel. The COD amounts are added up, and the customer pays for delivery once.
Send all or Send this one too: You approve all the orders. They are all reserved.

Same product, and the other order is already with the courier or delivered:

Reserve anyway: You approve sending. The order is reserved.
Delete this one: This order is deleted as a duplicate.

When the app deletes an order, it does not cancel it in Shopify. If needed, cancel it there. Orders deleted with these buttons count in Savings.

Approval

When you approve an order, the row says Approved. The approval lasts 24 hours. If a new reason shows up later, the order stops again.

Merging orders

Tick two or more orders from the same customer.
In the bar at the bottom, click Merge. Or click Merge into one in the Before sending box.
The oldest order becomes the main one. The others are hidden inside it.

Two orders from the same customer and the Merge button

You can only merge orders from the same customer, from the same shop.
None of the orders can have an AWB number.
The COD amount is the total of all orders. Delivery is counted only once, the highest one.
If the addresses are different, the app asks you before merging.
You can undo a merge: ⋯ menu, then Split orders. This only works before reserving.

Problems?

Why did both orders with the same product stop?

The rule stops both. That way you choose which one goes, or you merge them.

I do not want to be asked about customers with one return.

In Reservation blocking, raise the number of returns. Or turn that rule off.

A customer on the blacklist is fine now.

Click Remove from list and reserve. Or remove them from the list in Risk Customers.

It says Check failed.

Click Check again. If the flag stays, refresh the page. These orders are not reserved in a group until the check works.

Still stuck?

Tell us what happened. We will get back to you.

Write to us: support@sferaflow.com