If something goes wrong during wholesale order fulfillment, ShipHero gives you two options: cancel the order or reset it. Use this article to understand the difference and choose the right action.
- Cancel the order if fulfillment should stop entirely. Items that were already picked and moved to a staging location will remain there and must be manually put away.
- Reset the order if you want to restart the fulfillment process from scratch. All picks, allocations, and pack data are cleared, but staged inventory remains in place and can be reused during the new picking run.
Canceling a Wholesale Order
Important
When a wholesale order is canceled, any items that were already picked and moved to a staging location will remain in that staging location. The system does not automatically return them to their original storage locations. You must manually put away the staged items using the Mobile "Putaway" workflow.
For example, if an order was partially picked (50 out of 100 units) and then canceled, those 50 units will remain in staging until they are manually moved back to their storage locations.
Resetting a Wholesale Order
Resetting a wholesale order clears all existing allocations, picks, and pack data, allowing you to restart the fulfillment process as if the order were new. The order remains in ShipHero and all order details are preserved — only the fulfillment progress is cleared.
Tip
If items were previously picked and moved to a staging location, they remain physically staged after a reset. During the Picking Plan assignment, you can choose to pick from the staging location instead of from the original inventory locations — useful when you want to quickly rebuild the order without re-picking from scratch.
To reset a wholesale order:
- Open the order details page from the Orders > Manage Orders page.
- Click the Reset button and select Yes to confirm.
For a full overview of the wholesale workflow, see Overview: The Wholesale Experience in ShipHero.