An exchange order status must remain as Exchange until the physical fulfillment process is complete. If you find that exchange orders are being automatically marked as Fulfilled prematurely, follow these troubleshooting steps to identify the cause.
Investigation Steps
Most status discrepancies are caused by manual updates or automation rules that override the standard exchange workflow.
- Navigate to the Order Details page for the affected exchange.
- Locate and review the Order History section.
- Check if the status was manually changed from "Exchange" to a custom status or "Fulfilled" by a specific user or system process.
Escalation Process
If the Order History does not show a manual status change and the order moved to "Fulfilled" automatically, please escalate the issue to ShipHero Support. Provide the following details in your ticket:
- The URL to the specific Order Details page.
- The date and time the exchange was initially processed.
- The date and time the order incorrectly moved into "Fulfilled" status.