What Is an Unshipped Order?


    An unshipped order refers to any order for which a shipping label may have been created, but the item has not physically left the vendor’s  facility. Typically, this is identified by tracking data showing only “Label Created” status and no movement.


    Unshipped orders must be processed as cancellations by following the steps outlined in this document.

✅ Step 1: Verify Shipment Status

1. Track the shipment:

  • If tracking shows “Label Created” only, contact the vendor to confirm whether:

    • The item shipped under a different tracking number

    • Or the item has not shipped at all

Email Template to Vendor:

PO#: <Insert PO>


We received a tracking number for this order, but there has been no movement, and the ESD has passed. The order is now considered late.


Please confirm if the item shipped under a different tracking number. If it has not shipped, kindly cancel the order and issue credit to Autoplicity so we can refund the customer and avoid a chargeback.


Tracking:
 <Insert Tracking ID URL from carrier website>


Please confirm cancellation or provide updated tracking if available.


⚠️ Note

If the vendor does not respond within 24 hours, please escalate the matter to Myles.


2. Based on the Vendor’s Response:

A. Vendor confirms the order has NOT shipped (no alternate tracking):

  • If more than 5 business days have passed since the order date:
    → Request cancellation

B. Vendor confirms the order shipped under a different tracking number:

→ Update the new tracking number in CRM

C. Vendor insists the order shipped under the same tracking, but there’s still no movement after 5 business days:
→ Proceed with cancellation

Email Template to Vendor:
"Since this order evidently did not ship, please confirm issuance of the credit memo.
 Additionally, if this order does end up shipping, we will not assume financial responsibility for it."


⚠️ Note

Even if a vendor claims an order has shipped, our determination is based solely on tracking scan data.

  • If a shipment shows no movement, a formal credit memo must be requested.

  • If the vendor refuses to issue credit:
    → Escalate the case to Myles for further resolution.


✅ Step 2: Process the Cancellation in CRM

  1. Delete the Tracking Number

    Go to:
    Purchase > View Shipment > Delete Shipment > Save Changes

  2. Initiate Cancellation

    Go to:
    Purchase > View Item Allocation > Cancel
    Reason: Out of Stock
    Proof: Upload a screenshot of the tracking status

  3. Update Order Status

    • Order Status: Cancelled

    • Refund Status: Refund Pending

✅ Step 3: Notify the Customer

A. If the Order Is Confirmed as Unshipped

We’re very sorry, but while we initially had stock available for the item you ordered, it did not pass our quality control inspection and was deemed unsuitable for shipping. Unfortunately, we do not have a confirmed restock date at this time.

We understand how disappointing this is and sincerely apologize for the inconvenience.

Since we’re unable to fulfill your order, we’ve processed a full refund to your original payment method. You should see the funds returned to your account within 3–5 business days, depending on your bank or card issuer.

Please don’t hesitate to reach out if you have any further questions—we’re happy to help.

B. If the Vendor Insists the Order Shipped (But Tracking Shows No Movement)

We’ve just received confirmation from our warehouse that your order did ship, but it appears there’s an issue with FedEx tracking scans, which may result in a delayed delivery.

As the shipment is now beyond the expected delivery timeframe, we’ve gone ahead and cancelled the order and issued a full refund to your original payment method. You should see the funds returned to your account within 3–5 business days, depending on your bank or card issuer.

If the package eventually arrives, we kindly ask that you refuse the delivery. If that’s not possible, please contact us—we’ll provide a return shipping label at no cost to you.

We truly apologize for the inconvenience and appreciate your patience and understanding. Let us know if you have any other questions—we’re here to help.