In This Article
- Overview
- Order Overview Panel
- Order Overview Columns
- Order Details Panel
- Order Processing Workflow
- Frequently Asked Questions
Overview
The Orders section in Quivers allows Sellers to manage customer orders from start to finish — including reviewing, claiming, shipping, and processing returns or refunds. It's divided into two key panels:
- Order Overview Panel – Provides a summary view of all orders.
- Order Details Panel – Allows for item-level management and fulfillment actions.
Order Overview Panel
The Order Overview Panel gives a high-level, list-style view of all orders and helps users quickly locate, filter, and manage them.
Main Features
- Status Counts: Quick-glance counts across the top of the panel — To Do, Review, Available, Claimed, Shipment Overdue, Pending Returns, Unclaim Requested, and Any Hold Status — so you can see at a glance where your orders stand, and jump straight to a status.
- Filters: Use the Filters button to build custom filters, Add Filter to layer on additional criteria, and Clear Filters to reset. Active filters — like Storefront — appear as chips you can adjust directly.
- Search: Find orders by Order ID, Product Name, Customer Name, or Email using the Search Orders bar.
- Open in New Tab: Ctrl+click (or right-click) an order row to open that order in a new tab, so you can review multiple orders side by side.
- Copy Order ID: Click the Quivers Order ID in the list to copy it directly, without needing to open the order first.
- Import Shipments: Upload shipment data in bulk.
- Export: Download the current order list.
- Bulk Print: Select multiple orders to generate packslips or receipts in one action.
- Column Customization: Use the Display Settings (gear icon) to show or hide columns.
- Refresh Orders: Click the refresh icon to check for new orders placed since your last update.
- Pagination: Set how many orders appear per page and step through pages at the bottom of the list.
Order Overview Panel — status counts, filters, search, and the order list
Order Overview Columns
|
Column |
Description |
|
Status |
Indicates where the order is in the fulfillment process (e.g., Fulfiller Claimed, Fulfiller Shipped, Seller Returned). |
|
Fulfillment Location |
The retailer, fulfiller, or delivery method assigned to the order (e.g., a named fulfiller, “Ship to Store,” or a region). |
|
Order Date |
The date the order was placed; click the column header to sort. |
|
Quivers Order ID |
The unique Quivers ID assigned at checkout. |
|
Customer |
The ship-to customer's name. |
|
Storefront |
The storefront where the order originated. |
|
Products |
The item(s) in the order, including quantity. |
|
Claim Total |
Amount the fulfiller will receive upon fulfillment. |
Order Details Panel
The Order Details Panel allows users to manage each order individually, including its fulfillment progress, payments, and returns.
Order Header Information
The top section of an order displays essential information:
- Order ID and Date/Time
- Storefront (Originating location)
- Settlement Account
- Shipping Option (Standard, Expedited, etc.)
- Currency and Payment Method
- Discount Codes (If applicable)
- Customer Info (Name, Email, Phone, Consumer Groups)
- Shipping and Billing Addresses
- Customer Notes (Visible to the customer)
- Staff Notes (Internal only)
- Internal Order Reference Number (Order Number from e-commerce platform — Shopify, WooCommerce, Magento 2, etc.)
- External Order Reference Number (Order Number utilized for ERP purposes)
Order Processing Workflow
The Order Processing Workflow represents the typical sequence an order follows — from review through to shipment and possible returns, including full visibility into fulfiller access for each item. For a summary of this, view Order Actions.
1. Review / Fraud Review
When an order is placed, it may first appear under Review while automated fraud checks run. If potential fraud is detected, status changes to Fraud Detected. Users can then:
- Allow Rejection: Confirm order cancellation.
- Ignore Rejection: Approve fulfillment, accepting liability.
- Maintain Rejection: Keep the order under review until auto-cancellation.
For more information, view How to Override a Fraud Decline.
2. Claim
In the Claim tab, users can accept responsibility for fulfilling specific items.
- Select items and click Claim to take ownership.
- Click Unclaim to release items back into the available pool.
3. Cancel
Orders or individual items can be canceled from the Order Details Panel before they are shipped.
- Open the order in the Order Details Panel.
- Select the checkbox next to the item(s) you want to cancel.
- Click Cancel Items.
- Choose a Cancel Reason from the dropdown list.
- Confirm the action in the pop-up window.
Once confirmed, the order or selected items will be marked as Canceled, and the customer will automatically be notified.
Best Practice: Cancel orders as early as possible — including any test orders — to keep reporting and settlements accurate, and to avoid any payment processing fees if not canceled in a timely manner.
For more information, view our Cancelling an Order or Items knowledge base article.
4. Send to Fulfiller / Resend
- Send to Fulfiller: Assign the order to a designated fulfiller for a set period.
- Resend: Re-publish the order to all fulfillers immediately, overriding any active timers.
5. Ship
In the Ship tab:
- Select claimed items.
- Click Create Shipment.
- Add Carrier and Tracking Information.
- Choose “Save Changes and Ship” to mark as shipped & notify the customer and trigger settlement.
- You can choose “Save Changes” if you're not ready to alert the customer yet, just ensure you click “Ship” when you are ready to alert the customer and trigger a settlement payout.
You can edit tracking details prior to marking shipments as complete. If any items are greyed out, it means they are not eligible for shipment yet — typically because they're unclaimed, already shipped, or pending another fulfillment action.
For more information, view Shipping an Order or Part of an Order.
6. Returns & Refunds
Returns can be initiated by either the customer or the Seller.
- Select items and click Create Return.
- Choose refund type (full, partial, or custom).
- Approve or deny customer return requests.
- After receipt, click Refund Customer to finalize the refund.
For more information, view Returns, Refunds, & Exchanges.
7. Timeline & Fulfiller Access
Each order includes a Timeline view showing a complete history of actions, such as:
- Claiming, shipping, and return activity
- Notifications sent to the customer
- User actions with timestamps
- Notes added by staff
- Unclaim reasons, logged whenever an unclaim is requested for an item
This feature ensures full visibility for tracking and resolving order issues.
Fulfiller Access Timeline (Item-Level)
For Sellers using beaconing or assignment-based order routing, each line item on the Order Details Panel now includes its own Fulfiller Access Timeline — an expandable view showing exactly which fulfillers had access to that specific item, and what happened during that access window.
- Click the arrow next to a line item to expand its Fulfiller Access Timeline. It's closed by default so it doesn't clutter the main order view, and can be expanded alongside the overall order Timeline.
- Rows are sorted by time in ascending order, with one row per fulfiller that had access to the item.
- This view is only visible to Sellers.
Depending on your account's claiming settings, the columns shown can include:
- Company – the fulfiller/retailer being shown.
- Claimed – whether that fulfiller claimed the item, shown with a status indicator.
- Time Notified – when that fulfiller was notified of the item.
- Timer Type – the type of assignment timer that applied to that fulfiller's access window.
- Distance – the fulfiller's distance from the order, where applicable.
- Tax Rate – the tax rate that applied for that fulfiller.
- Assignment Type – how the item was routed to that fulfiller (e.g., beaconing vs. assignment).
- Assignment Reason – why the item was routed to that fulfiller.
Fulfiller Access Timeline expanded under a line item, showing each fulfiller's access and claim status
Note: The exact set of columns populated for a given item depends on your account's claiming settings — not every column will be relevant for every configuration.
Frequently Asked Questions
What's the difference between the Order Overview Panel and the Order Details Panel?
The Order Overview Panel gives you a summary, list-style view of all your orders so you can search, filter, and bulk-print across them. The Order Details Panel is where you manage a single order — claiming, shipping, canceling, and processing returns for its individual items.
What do the status counts at the top of the Order Overview Panel mean?
They give you a quick-glance count of orders in each status — To Do, Review, Available, Claimed, Shipment Overdue, Pending Returns, Unclaim Requested, and Any Hold Status — so you can see where things stand and jump to a status without building a filter from scratch.
Can I open multiple orders at once from the Order Overview Panel?
Yes. Ctrl+click (or right-click) an order row to open it in a new tab instead of navigating away from the list, which makes it easier to review several orders side by side.
What happens if an order is flagged as Fraud Detected?
You'll choose to Allow Rejection (cancel the order), Ignore Rejection (approve fulfillment and accept liability), or Maintain Rejection (keep it under review until it auto-cancels).
Can I cancel just one item instead of the whole order?
Yes. From the Order Details Panel, select the checkbox next to the specific item(s) you want to cancel, then click Cancel Items and choose a Cancel Reason — the rest of the order is unaffected.
What's the difference between “Send to Fulfiller” and “Resend”?
Send to Fulfiller assigns the order to one designated fulfiller for a set period. Resend re-publishes the order to all eligible fulfillers immediately, overriding any active timers.
How are retailers ordered in the “Send to Retailer” list?
Retailers are sorted by inventory availability first — those who carry the item appear at the top — and then secondarily by distance from the shipping address, so the closest carrying retailers show first.
Can I ship only part of an order?
Yes. Select just the claimed items you're ready to ship in the Ship tab and create a shipment for those — items that are unclaimed, already shipped, or pending another action will appear greyed out until they're eligible.
What's the difference between “Save Changes” and “Ship” when creating a shipment?
“Save Changes” lets you enter or update tracking details without notifying the customer yet. “Save Changes and Ship” marks the item as shipped, notifies the customer, and triggers settlement — use that once you're ready for both to happen.
Who can initiate a return — the customer or the Seller?
Either one. Once a return is created, you can choose a full, partial, or custom refund type, approve or deny the request, and click Refund Customer after the item is received to finalize it.
Where can I see why an item was unclaimed?
In the order's Timeline. Whenever an unclaim is requested for an item, the reason is logged there alongside the rest of the order's history.
Who can see the Fulfiller Access Timeline?
Only Sellers can see it. It isn't visible to fulfillers/retailers, since it's meant to give brands visibility into how their own beaconing or assignment-based order routing is performing.
Why don't I see a Fulfiller Access Timeline on some items?
This view is built for beaconing and assignment-based order routing. If an item isn't distributed that way, or if your account isn't using those claiming settings, you won't see this expanded view for that item.
Why are some columns blank for a given fulfiller?
The columns that populate depend on your claiming settings and how a given item was routed. Not every column applies to every assignment type.
Does expanding the Fulfiller Access Timeline change the order in any way?
No. It's a read-only view — expanding it only shows you the item's access history and doesn't affect claiming, shipping, or any other order action.
Can I still see the overall order Timeline at the same time as the Fulfiller Access Timeline?
Yes. The Fulfiller Access Timeline is scoped to a single line item and can be expanded alongside the order-level Timeline, so you can view both at once.