The Hospital feature lets packers flag an order that has a problem, such as a damaged item, picking discrepancy, or address and shipping errors, directly from the packing screen. When a packer sends an order to hospital, ShipHero changes the order's status and removes it from active packing queues so a manager can resolve the issue before it ships.
Before You Begin
A custom order status named hospital must exist in your ShipHero account before packers can use any of the methods below. See How to Use Order Statuses in ShipHero to create a custom status. When you reach the naming step in that article, enter hospital in lowercase.
Important
The custom status must be named exactly hospital, all lowercase. If it's named anything else, such as "Hospital" with a capital H, the command barcode and Tap-to-Pack Hospital button won't work.
For instructions on how to resolve orders moved to the hospital status during packing, see How to Display Previous Shipping Errors and Use the Hospital Flow.
Table of Contents
- What Happens When a Packing Station Order Is Sent to Hospital
- How to Send an Order to Hospital from a Packing Station
- Related Hospital Workflows in ShipHero
What Happens When a Packing Station Order Is Sent to Hospital
When a packer sends an order to hospital, ShipHero changes the order's status and removes it from packers' active queues so no one else works on it by mistake. The order stays in hospital status until a manager reviews the issue and changes the status to a workable one, such as Default.
If the order is also placed on hold when it's flagged, it carries an operator hold in addition to the hospital status. This is only available if you are using the mouse and keyboard method at your packing stations. A manager must remove the hold separately before the order can ship. See How to Use Operator Holds in ShipHero for how to remove an operator hold.
ShipHero only sends an email notification when the order is also placed on operator hold. Setting the order status to hospital by itself does not trigger a notification. See How to Use Operator Holds in ShipHero to add a contact email to the Notify From Warehouse Email field.
Managers can filter the Orders dashboard by the hospital status to find every order flagged from a packing station. See How to Use Order Statuses in ShipHero for how status filtering works.
How to Send an Order to Hospital from a Packing Station
ShipHero supports three ways to send an order to hospital from a packing station, depending on your hardware setup.
Sending an Order to Hospital with a Mouse and Keyboard
Use this method at a DirectPack station or any packing station where a packer processes orders from the single order page with a mouse and keyboard.
- Click the three-dot menu in the top right corner and select Report an issue.
- In the What is the issue with this order? field, describe the problem.
- In the Order status field, select hospital.
- (Optional) Toggle Put order on hold if the order should also stop moving through fulfillment until a manager reviews it. Leave the toggle off if you only need to flag the order's status. See How to Use Operator Holds in ShipHero for how holds affect fulfillment.
- Click Save. The order status changes to hospital and the order moves out of the active packing queue until a manager updates the status.
Sending an Order to Hospital with a Command Barcode
A command barcode is a scannable shortcut that triggers a packing action without a mouse or keyboard. Use the sh-hospital command barcode to flag an order at a packing station set up with a USB barcode scanner.
- Print the sh-hospital command barcode from the Command Barcode Sheet and place it at the packing station.
- With the order open on the packing screen, scan the sh-hospital barcode.
- ShipHero changes the order status to hospital and loads the next order automatically.
Important
Scanning the sh-hospital command barcode does not put the order on hold, so ShipHero doesn't send an email notification.
See How to Use Command Barcodes for the full list of command barcodes and how to print them.
Sending an Order to Hospital with Tap-to-Pack
Tap-to-Pack is a hardware controller that maps physical buttons to packing actions. The Hospital button on the Main Hub is pre-set and can't be reassigned to a different action.
- With the order open on the packing screen, press the Hospital button on the Main Hub.
- ShipHero changes the order status to hospital.
Important
Pressing the Hospital button does not put the order on hold, so ShipHero doesn't send an email notification.
See How to Configure Tap-to-Pack Profiles for how the Main Hub buttons are set up.
Related Hospital Workflows in ShipHero
ShipHero uses the Hospital feature in other places outside of packing stations. Use the table below to find the right article for your scenario.
| Scenario | Article |
|---|---|
| A picker needs to flag an inventory location during standard picking | Using the Hospital Location Feature in the Mobile App |
| A picker needs to flag a location during a wholesale pick | Using the Hospital Flag While Picking Wholesale Orders |
| A manager needs to review a carrier shipping error sent to Hospital | How to Display Previous Shipping Errors and Use the Hospital Flow |