Frequently Asked Questions About Order Management
What visibility does our team get with ecommerce order management?
MasonHub’s platform provides SKU-level order details, fulfillment activity, shipment information, and returns visibility. Your team can review where an order stands and use that information to investigate issues. These views connect order processing services with the warehouse activity behind each customer shipment.
Can MasonHub support wholesale order management and retailer EDI?
Yes. MasonHub supports standard wholesale orders and workflows involving retailer EDI requirements. Setup depends on your retailer connection, EDI provider, packout SOPs, and routing instructions. Some programs begin with manual order uploads; automated order flow requires separate scoping, configuration, and testing. Brands remain responsible for submitting retailer invoices.
How does order routing work across multiple facilities?
When multi-facility fulfillment is enabled, MasonHub can route by destination and stock availability, by destination alone, or through a manually selected facility for orders created in its OMS. The selected policy affects which location fulfills the order and how inventory shortages are handled. Agree the configuration with your account team.
Can we change or cancel an order after sending it to MasonHub?
Changes depend on the integration, user permissions, and the order’s current fulfillment status. Requests may be rejected once warehouse processing has progressed too far. For Shopify orders, follow the documented edit and cancellation workflow; not every change made in MasonHub syncs back to Shopify. Submit requests promptly and verify the result.
Can MasonHub manage backorders and split shipments?
Yes. Configure oversell policies to control the quantity and period for accepting backorders. With the appropriate account settings, eligible customer orders can split so available items ship separately from backordered items or inventory at another facility. Wholesale orders are excluded from the documented split workflow, and kit components stay together in one fulfillment.
