Order Followups

Order followups alert the user about important derailments to the order flow that occurred post-processing and that require user intervention. In contrast to orders in Need To Review, which concern pre-processing tasks, such as listing mapping and order acknowledgment, followups address problems that occur with the order after it has been shipped or sent out to a 3PL for fulfillment.

Followups provide you with:

• Awareness - Be on top of potential issues that may lead to late shipments, late deliveries, or missing transactions.
• Action - Be equipped with the tools to address and resolve problems promptly.
• Transparency - Review the history of an issue and the corrective actions taken.

Currently, followups address one type of post-processing issue: failed shipment notification. Further types of order followups will be introduced in subsequent releases. Additionally, users will progressively gain more control over followup resolutions.

Managing Followups

To review orders with open followups, follow these steps:

1. From the side menu, go to Orders › Followups.
2. Click on an order to open it.
3. On the sidebar, select View Followups.

The followup message presents you with a clear description of the problem.

Acting on Followups

Take the appropriate corrective measures to resolve the problem described in the followup message. If you're unsure what to do, do not hesitate to contact Goflow Support for clarification.

After reading and understanding the followup message, proceed to mark the followup as Read. If you later realize that further review is required, reverse your action by marking the followup as Unread.

Resolving Shipment Notification Followups

There are three pathways to resolving a failed shipment notification:

• Within Goflow - For errors concerning shipment details, resolve the problem by redoing the shipment. For example, if the tracking number is invalid, unship the order, and reship it with a valid tracking number. Goflow will automatically attempt to send the ASN again.
• In Partnership with Goflow - For errors surrounding the shipment, resolve the described problem, and then request that the ASN be sent again. For example, grant Goflow the necessary permissions to send ASN to the store, and then contact Goflow Support to retry sending the ASN.
• Outside of Goflow - For errors related to channel non-compliance, resolve the issue directly with the store. For example, if the shipping method used is not accepted by the channel, manually update the order shipped on the store portal.

In any event, once the ASN is successfully submitted again, the followup is marked as Resolved.