If you can't fulfill one or more items in an order, it's best to take action as quickly as possible, and keep the retailer informed.
What if I can't fulfill any of the items?
If you can't fulfill any of the items in the order, you can cancel the order before adding shipping information. For more details, visit How do cancellations work?
What if I can’t fulfill some of the items?
Before you add shipping information, there’s two ways you can remove items from the order. If you already added shipping, visit Can I edit an order after adding shipping information?
Option 1: Remove items from the order and set them as out of stock on your shop page:
- Go to your Orders page.
- Select the order you need to edit.
- Scroll down to Products in order.
- Select Report Unavailable Items.
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Within the Qty available dropdown you can:
- Choose the quantity that you can fulfill from the dropdown menu, and enter a Restock date for when the items will be available.
- Select Out of stock if none of the items are available to be sent.
- Choose Submit updates to finalize changes.
Once you've saved the changes, we'll notify the retailer. If a restock date is entered, the items will be marked as out of stock on your shop page, and the items will be removed from the order. You can fulfill the remainder of the products if applicable.
The retailer will receive a notification in their portal, asking them to approve or decline the new ship date for the unavailable item(s). If they accept, a backorder will be created, and a new order will appear in your portal for fulfillment. Backordered items will receive the same commission rate as the order they originated from.
If the retailer declines the backorder, the items are simply removed from the original order, and no new order will be created.
If you select Out of stock, the items will be marked as out of stock on both the order and your shop page.
For more information on how to edit your item availability, visit Setting out-of-stock or discontinued items.
Option 2: Remove items from the order:
- Go to your Orders page and select the order you want to edit.
- On the order fulfillment page, select Edit.
- Select the trash can icon next to the item you want to remove.
- Select Update Order.
- Optionally, leave a note for the retailer about the changes made. Type in your note, and select Submit. We’ll notify the retailer of the edit and include your note.
For more information on how to edit orders, visit Can I edit a retailer’s order?
What if I can ship the item, but not by the expected ship date?
If you can’t ship the item by the date you set when you accepted the order, please send the retailer a message as soon as possible to let them know.
To update your expected ship date and snooze shipping reminder emails:
- Go to your Orders page and select the order.
- Select Edit in the Scheduled ship date section.
- Select the date you currently have scheduled.
- Choose a new date from the calendar. Changes save automatically.
Editing the scheduled ship date applies to the entire order. If you need to change the ship date for a single item, you can mark the product unavailable and offer the retailer a backorder. Please see What if I can’t fulfill some of the items? for backorder instructions.
You can't edit scheduled ship dates that were requested by the retailer.
Can I update item availability on an order that’s been fulfilled?
Once the order is marked as Fulfilled, in the top right of your order fulfillment page, it can’t be edited. You can inform the retailer through Faire messenger about any items that were not able to be sent. Once the retailer's order is delivered they can report missing items for an invoice adjustment.
To update the item availability on your shop page, visit Can I set items out of stock or discontinued?