(Covers Pending Shipment, Unshipped, and Partially Shipped Orders)

1. Overview


A Unfulfilled Order refers to any order that fails to ship on time or shows no verifiable progress in transit.

This includes:

CategoryDescriptionTypical Indicator
Pending ShipmentOrder accepted but not shipped — no tracking available.Vendor confirms backorder, item out of stock, or delay.
Unshipped OrderLabel created, but no movement or scan activity from the carrier.Tracking shows “Label Created” only.
Partially Shipped OrderOne or more items shipped, but others remain pending or backordered.Only partial tracking data available in CRM.

2. SLA and Immediate Actions

  • SLA for Vendor Fulfillment: 48 hours

  • If an order has not shipped within 48 hours, it is out of SLA and must be investigated or cancelled.

  • Always act quickly once the customer reaches out — delays increase the risk of chargebacks.

3. Step-by-Step Workflow

✉️Step 1: Verify Shipment Status

  1. Check tracking in CRM or carrier website.

  2. Determine which scenario applies:

ScenarioStatusNext Action
No tracking createdPending ShipmentContact vendor → confirm stock or cancel
Tracking created but no movement after 3–5 daysUnshippedContact vendor → confirm true status
Some items shipped, others pendingPartial ShipmentProcess RMA for unshipped items

✉️ Step 2: Vendor Communication

A. For Pending Shipment (No Tracking Yet)

Subject: CANCEL REQUEST – PO# <Insert PO> 

Hello, 



We received notice that this order has not shipped and is now past SLA. Please CANCEL this order and issue credit so we can refund our customer and avoid a chargeback. 


If the order has shipped, please provide updated tracking details. 

Thank you for your assistance. 

<Signature>


B. For Unshipped Order (Label Created, No Movement)

Subject: CANCEL REQUEST – No Movement – PO# <Insert PO> 

Hello, 

Tracking for this order shows “Label Created” only with no movement, and the ESD has passed. 

Please confirm if this has shipped under a different tracking number. If it has not shipped, kindly CANCEL the order and issue credit immediately. 

If the order later ships, we will not assume financial responsibility for it. 

Tracking: <Insert URL> 

Thank you, 
<Signature>



If the Vendor insists the order shipped under the same tracking, but there’s still no movement after 5 business days, proceed with cancellation. 
Reply 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."


C. For Partial Shipment

Subject: RMA / Return Request – Partial Shipment – PO# <Insert PO>

Hello, 

One or more items on this PO have not shipped. Please confirm the status. If these items are no longer available, please approve an RMA for the unshipped portion so we can process a refund. 

Thank you,
<Signature>

✉️Step 3: Update CRM


If Pending Shipment or Unshipped:

1. Cancel Order

  • Purchase > View Item Allocation > Cancel

  • Reason: Out of Stock 

  • Proof: Upload tracking screenshot or vendor confirmation

Note: Delete Tracking (if applicable)

  Purchase > View Shipment > Delete Shipment


2. Update Order Status

  • Order Status: Cancelled

  • Refund Status: Refund Pending


If Partially Shipped:

1. Create Return Stamp

  • Check Order > Create Return Stamp

2. Create RMA

  • Return > View Item Allocation > Create RMA

  • Number Type: Autoplicity / Manufacturer (if vendor provided RMA)

3. Update Status

  • Order Status: Partial Cancel

  • Refund Status: Refund Pending

✉️Step 4: Customer Communication

A. Pending or Unshipped (Not Shipped at All)

Hello [Customer Name],


We’re very sorry, but your order experienced an unexpected delay and did not ship as intended.

Since we’re unable to confirm a ship date, we’ve processed a full refund to your original payment method. You should see the funds returned within 3–5 business days.


We sincerely apologize for the inconvenience and appreciate your understanding.


Best regards,
[Your Name]

B. Unshipped (Label Created But No Movement)

Hello [Customer Name],


We’ve confirmed that your shipment label was created, but the carrier has not recorded any movement. Due to the delay, we’ve gone ahead and cancelled the order and issued a full refund.


If the package eventually arrives, please refuse delivery or let us know — we’ll provide a prepaid return label.


We apologize for the inconvenience and thank you for your patience.


Best regards,
[Your Name]

C. Partial Shipment

Hello [Customer Name],


It appears part of your order shipped successfully, but one or more items remain unfulfilled. We’ve initiated a return and refund for the remaining unshipped items.


The refund will appear in your account within 3–5 business days.


Thank you for your understanding,

[Your Name]

✉️Step 5: Escalation

If a vendor fails to:

  • Respond within 24 business hours, or

  • Issue a credit memo 

→ Escalate immediately to Myles for resolution.