How does the order connection work? (Order Handling)

Order Handling

In a nutshell, the order handling process is as follows: sending the open orders from a marketplace to the webshop, checking if the order is set to "shipped" and contains shipping info, and updating the order on the marketplace with the shipping information and setting it to shipped on the marketplace as well. Below, these three steps are described in detail.

1

Sending an order from a marketplace to the eCommerce back office

When a consumer places an order on a marketplace, the marketplace creates an open order for this in your seller account. "Open" means that the order is neither shipped nor canceled. This order is picked up by Channable and shown in the orders overview in Channable, and the status of the order is set to "not shipped". From Channable the tool then creates the order in your eCommerce back office. Every 5 minutes Channable checks if there are new orders in the marketplace.

2

Getting the updated order with the shipping info

After the order is created in your eCommerce back office, you can handle the order just like you would handle any normal order that comes in from your own website. You have to ship the product, add a track and trace (T&T) code to the order, and set the order to "completed" in your back office. When the Channable tool detects that an order has the status "completed", the order in the Channable tool is updated to "shipped" or "waiting". Channable checks every 5 minutes if the order has been completed in your webshop.

The difference between the two statuses is if a T&T code is added to the order. Sometimes you might have already shipped a product but have not yet added the T&T code to the order. Channable waits 3 hours for a T&T code to be added to the order. From the T&T code Channable then automatically gets the transporter. However, if after the waiting time, the T&T code still isn’t added the order is set to the status "shipped" in Channable without the T&T code and transporter information.

3

Updating the order on the marketplace

Now that we have the T&T code and the transporter, the shipping info of the order in the marketplace can be updated. The available shipping info is added to the order in the marketplace and here the order can be closed. Since every 5 minutes Channable checks if a T&T code is added, the orders in the marketplace are also updated every 5 minutes.

More order information

Now that you know the basics of order handling you can check out these other articles about order connections.

• If you want to know more about the stock updates element of the order connections, read our stock updates support article.

• If you want to know more about the process concerning order cancellations, read our order cancellations support article.

• If you want to know more about the different statuses that were mentioned in this article, such as "shipped" and "waiting", read our order statuses support article.

Note: Currently, returns are only supported for a few webshop platforms and marketplaces. You can check if your webshop platform is supported in the linked articles.