Shipment Manager App

The Shipment Manager integration app for Commerce7 is owned and built by a 3rd party developer (Treefrog Digital). For questions regarding orders, shipments, setup, or support, please get in touch with us at hello@treefrogdigital.com.


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The Shipment Manager App Functionality


The Shipment Manager App enables you to manage, process, fulfill, and ship your orders either fully, partially, or individual items from an order. It allows for a Compliance check at the time shipments are processed and supports carriers like FedEx, UPS, USPS, GSO, and more.


Getting Started with Shipment Manager


To get started with the Shipment Manager-Commerce7 integration, we recommend you review the following settings in your Commerce7 instance before you install the app. 

Note: You can install the app without reviewing the following settings. However, we highly recommend you review these settings first, as they will speed up the app's setup after installation and avoid common errors when processing orders.

  • Verify your C7 shipping settings.


If you are integrated with ShipCompliant or are using a ShipCompliant level 1 pass-through account to reach your fulfillment house, it is extremely important that the code is an EXACT MATCH to the fulfillment option's code in ShipCompliant. To learn your shipping codes, please contact ShipCompliant or your Fulfillment House.


Please review these links:


If you handle in-house fulfillment, sign up with your preferred carrier, such as FedEx, UPS, or GSO. Remember to contact each carrier to discuss volume rate discounts to save on shipping!


If you already have a carrier account, please ensure you have your username and password to log in.

If you are using GSO/GLS as your carrier, you will need to request API activation for your account. Email the sales team to start this process.


Once the activation is complete, you will receive new login credentials for the integration.


  • Review that all your products have weights on C7.


All shippable products in your Commerce7 must have a weight assigned to allow the Shipment Manager to determine shipping costs and box sizes. To add weight to a product, go to Store > Products. Click on a product, scroll down to the Variants & Pricing section, and you'll see the weight field.

  • Review product variant titles in Commerce7 and update them if needed.


Shipment Manager uses the variant titles of products in Commerce7 to determine and match the appropriate package for shipping the product.


The variant titles of your products could specify the volume, such as "375 Milliliter," "750 Milliliter," or an abbreviation like "375ml" or "750ml.". Ensure that the units are consistent across all products. 


For bottle or bundle cases, use the number of bottles followed by an "X" and the bottle size. The "X" should always be in uppercase, and the measurement units should match those used for individual products. For example: "12 X 750 Milliliter."


For non-wine products, the variant title can be "Each."

Installing Shipment Manager


Once you have reviewed these settings, navigate to the app store in your Commerce7 admin panel and click on the Shipment Manager app. You need to have an Admin Owner role to see this page.

Note: You can install the app without reviewing the settings mentioned in this documentation's Getting Started with Shipment Manager section. However, we highly recommend you review those settings first, as they will speed up the app's setup after installation.

Click on the INSTALL button to install the application. After the installation is complete, the application will appear under the Store menu page from your admin panel.

You can start managing your shipments by clicking on Shipment Manager under the Store menu.


Setting up Shipment Manager


Before you start managing or creating shipment orders, several settings must be configured for the system to function fully, including setting up carriers, packages, email notifications, and ShipCompliant.

Note: If you need support during the setup process or for troubleshooting orders and errors, we recommend inviting the following accounts to your Commerce7 instance with the role of Partner. This will enable us to provide the necessary support:

Here is more information on  Creating Accounts for Staff (commerce7.com).

Configuring the General Settings


First, let's start by configuring the general settings. Navigate to Shipment Manager > Settings.

Here's an overview of the General Settings:

Leave the Application Mode as Test until you are ready to go live and have completed setting up the app. All your shipping labels will be samples while the app is in Test Mode.


Currency, Time Zone, and Default Weight values are taken from the Commerce 7 general settings. 


If you want to have your pickup orders pushed into Shipment Manager, turn on the Push Pikcup Orders to Shipment Manager option.


If you want Commerce7 to send email notifications when an order has been marked as fulfilled, you must enable the Enable Commerce7 Customer Notification Emails option.


Or, if you prefer not to use the Commerce7 customer emails and instead want to set up new or different notification emails in the app, you should disable this option.


If you need to change fulfillment locations (In-house vs. Third-Party Fulfillment centers), you should enable the Enable Fulfillment Location option. 


Enable Declare Shipping Value if you want to have a default declare shipping values for your shipments.


If you disable the Commerce7 notification emails and opt to create email notifications in the app, you'll need to set up a Send Grid account for those notifications to be sent.

Note: One thing to remember is that Commerce7 email notifications are sent when an order is marked as fulfilled, while our shipment notifications get sent when a package has been created. 

If you have your own SendGrid account, you can configure it by adding your API Key under SendGrid API Key. If you leave this field empty, Shipment Manager will use Treefrog Digital SendGrid account. In this case, please send us the email address you want to use to send email notifications to hello@treefrogdigital.com. In the subject line, please type "SendGrid Account for Shipment Manager."


In Packing Slip, you can configure the text that appears under the packing slip. 


Click Save to save the changes and head back to the Settings menu.



Setting Up Carriers Accounts


Once you've created your account (or if you already have one), go to Shipment Manager > Settings > Carriers to add your carrier account information. Please ensure the data you enter is valid and active so we can generate shipping labels for you.

Setting up a FedEx account


When adding your FedEx account to Shipment Manager:

  • Everything on the form must be filled out, including all fields (except the two 'optional fields').
  • There can be no trailing whitespace after what is input into the fields.
    • Ex: Country code = ‘US’ vs ‘US_’. The latter option is seen as a trailing space.
  • The "Address Information" section must match the address information on your FedEx profile (on the FedEx website). Note that it may be different from your FedEx billing address.
  • If you're looking for your FedEx Account Number, log into your account at www.fedex.com. Then click on the "Account Management" tab on the left-most menu. Your account will usually have the alias "My Account," which will have your FedEx Account Number in the middle field of the table.
  • Currently, you can only add one FedEx account to Shipment Manager.

Once all fields are filled, click Save. If the information you provided is correct, you will see an active label below the carrier's logo. This indicates that the account is now set up.


Setting up a UPS account


The details necessary to add your UPS account will vary depending on the age of your account.


If your account is older than 30 days, you must provide the following details to register your account from the latest UPS invoice.

  • The Invoice Number, Date, Control ID, and Account Number can be located in the top right corner of the invoice.
  • The Amount Due can be found in the bottom right corner of the invoice.
  • Contact information for the account can be found by logging into your UPS account.

Here is an example of an invoice and where you can get the information.


Once all fields are filled, click Save. If the information you provided is correct, you will see an active label below the carrier's logo. This indicates that the account is now set up.


Setting up a GSO/GLS account


You need to request API activation for your account. Email the sales team to initiate this process. You will receive new login credentials for the integration once it is complete.



Setting Up Sovos ShipCompliant account


The Sovos ShipCompliant provides real-time compliance checks for US orders. If you are using Sovos ShipCompliant, you must configure your account.


First, ensure that you have set up and installed the Commerce7 Sovos ShipCompliant extension. If you still need to do this, navigate to Apps & Extensions > Extensions > Sovos ShipCompliant.


Next, configure your Sovos account in Shipment Manager. Go to Shipment Manager > Settings > Sovos ShipCompliant and enter the required information.


Select 'Enable ShipCompliant,' then fill out the following settings. Ensure the information matches exactly what you have set up under the Commerce7 extension.



Select between Test or Production mode. This will depend on whether you have test or production credentials and whether you want to try ShipCompliant first (test mode) or are ready to go live (production mode). 


Web Service User and Password are the user and password information for your Sovos Account. This information can be found in your Sovos account. If you have questions about your SC account information, please contact shipcompliantsupport@sovos.com


Leave the Email for SC Single SignOn blank.


For Shipment Status, if you use a third-party fulfillment house, we recommend setting this to 'Payment accepted.' If you are an in-house fulfillment, set it to 'Sent to Fulfillment.' 


Order Prefix is an optional field. It can be used to identify orders if more than one brand uses the same ShipCompliant account.


Select your Fulfillment House. If you are in-house, select the 'InHouse' option.

Note: This list only shows SC fulfillment partners. If you have questions about whether your fulfillment house is an SC partner, contact  shipcompliantsupport@sovos.com

The Fulfillment Account field is optional; you can type in your fulfillment account. 


If you are not using Ship Compliant, go to Shipment Manager > Settings > Sovos Ship Compliant, turn off 'Enable ShipComplaint,' and Save the settings.



Setting Up Future Products (if applicable)


Future Products are SKUs that are not available to ship or need to ship in a future shipment. It's a way to distinguish orders that contain products to be shipped at a later date. 


You can configure future products by adding a specific product SKU to the list. 


Navigate to Shipment Manager > Future Products.

Click on Add/Remove Future Products

Select whether you're adding a product or removing it. Type in the product's SKUs and select an available date. 


Then click on Save.


Any order with a barrel icon in the items column on the order pages indicates that the order contains one or more future products. Once the availability date for these products has passed, the barrel icon will no longer appear, as the products are now available to ship.


Configuring Packages (only for in-house fulfillment)


Under the Package settings, you can configure your product presentation, shipping boxes, and shipping rules. This includes specifying which products can be shipped in which types of boxes, the number of items a package can hold, and other related settings.


Setting Up Variant Titles (only for in-house fulfillment)


First, let's understand what Variant Titles are. In Commerce7, there is a field called Product Variant Title.


A product variant is a 'sub-product' under your main product, used to display different options or properties of a product, such as t-shirt sizes (e.g., small, medium), bottle sizes (e.g., 750ml, 1.5L), and ticket prices (e.g., single, adult, child).


We use this field in Shipment Manager to link a product type with a package/box for shipping.

Based on the titles you set up during the "Review product variant titles in Commerce7" section of this documentation, you should now configure each title in Shipment Manager. 


For example, let's say you have set up three variant titles for your products: 350ml, 750ml, and 1.5L. You must now set up each of these variants in Shipment Manager.


To do this, go to Shipment Manager > Settings > Packages > Variant Titles and click on the "Add Variant Title" button.

Type in the name of your variant. The variant title should match exactly what you have set up under the Product Variant Title in Commerce7.


Under Number of Items in Variant, enter how many items are in this variant. For example, if the variant title refers to a case with 6 bottles of 350ml wine, the number of items will be 6.


On the other hand, if the variant title is "6 Pack" and it refers to one product that contains 6 packs of the same item but counts as 1 item, then the number of items will be 1. The same can be said for bundles with variant titles like "6 X 350ml," the number of items will be 1.

Lastly, Display Order refers to the priority of where you want to see this variant in the list of variants. We recommend setting the display order in ascending order based on your product sizes. For example, if you have a 350ml variant, set its display order to 1, followed by the 750ml variant as 2, and so on.

Once you have filled out all fields, click on Save. Repeat these steps as many times as necessary until you have added all of your product variants.

Note: If the variant name on the product page is not listed or does not match the list of variants inside Shipment Manager (e.g., the variant title in Commerce7 is set up as “750ml” but is set up in Shipment Manager as “750 ml”), this will cause a packaging error when processing an order. The system will not recognize the product variant type or know which package to assign for shipment.


Setting Up Variant Groups (only for in-house fulfillment)


If some of your products can be combined while shipping, for example, if 350ml bottles and 750ml can be shipped together or in the same type of box, then you’ll need to configure Variant Groups. 


Variant Groups specify which types of products (variants) can be shipped together. If you handle more than one bottle presentation, you'll likely need a variant group. 


Go to Shipment Manager > Settings > Packages > Variant Titles Groups.  Then click on "Add Variant Titles Group".

Type in the name of your Variant Group. To avoid confusion, try to keep the name simple and easy to identify. 


Then, select the variants you want to group. Once you’re done, click on Save


Some rules to keep in mind:

  • A variant title can’t be part of multiple variant groups
  • Once you group variants, they will no longer show up as individual variants when trying to set up another group since they are already part of an existing group.
  • The steps of adding variants, group variants, and packages are only for in-house orders. However, if you occasionally ship In-house, you will still need to set it up; otherwise, you won't be able to ship in-house.

Here are a few examples of some variant groups:


A box can ship 2 bottles, but it can fit either a 500ml or 750ml bottle. You can create a group variant containing 500ml and 750ml variants for this.


Or maybe you have a box that can ship any type of bottle presentation but only holds one bottle. Then, you can create a variant group that contains all your bottle presentations. 


Setting Up Packages (only for in-house fulfillment)


Packages are all about the boxes you ship in. You’ll have to set up the types of boxes you use for shipping, specify the dimensions and the maximum number of items/bottles they can hold, and assign a variant or variant group that can be used with this box. 


Let’s start by navigating to Shipment Manager > Settings > Packages. To add a new package, click on Add Package.

Start by naming your package in the Package Name field; try to keep it simple but easy to identify. Then, select the Variant/Group Variant that this box will use or can use. Package Order refers to the priority in which you’ll see this package in the list of packages. We recommend setting the display order in ascending order based on your type of boxes, such as a 1-bottle box, a 2-bottle box, a 3-pack, a 6-pack, etc.

Then, add the dimensions of your box: Length, Width, Height, and Weight. Weight refers to the weight of the box itself. If you decide to specify the weight of the box, this weight will be added to the total weight of the package. Next, add the Max Qty and Max Weight.


Max Qty refers to the maximum number of bottles this box can hold, while Max Weight refers to the maximum weight it can hold.


Finally, if needed, you can enable the Cold Shipping option.


When you’re done, click Save and repeat this process as many times as necessary until you have listed all your types of boxes. Once you list all your packages, ensure they cover all your variants. Each variant should at least have one type of box it can use to avoid package errors when processing an order.

Note: A few things to keep in mind. 

  • Shipment Manager assigned packages based on Max Qty
  • There is no way to specify the Max Qty for each item of a Group Variant. For example, if the group variant contains 350ml and 750ml bottles, you won’t be able to specify that a 6-bottle package can hold 2 bottles of 350ml and 4 bottles of 750ml. You will only be able to specify that this package can contain a total of 6 bottles of either 350ml or 750ml or a combination of both.

Setting Up Email Notifications


If you decide to use Shipment Manager email notifications, you’ll need to set up your email templates.


You can set up email notifications for shipped orders and pickup orders. To set up your email templates, navigate to Shipment Manager > Settings > Email Templates, then click on Add Email Template.

Under Name, assign a name for the template. In the Form email field, enter the email address you have chosen for the SendGrid account. This should be the same email address you provided in this documentation’s "Configuring the General Settings" section.

In the From Name field, enter the name that will appear as the sender. Next, type in the Email Subject and then the Email Content. You can use various variables to display specific customer and order information in the email. These variables are listed below the email content field.


Here are some of the available variables:


{{customerFirstName}}, {{customerLastName}}, {{shipToFirstName}}, {{shipToLastName}}, {{shipToCompany}}, {{shipToFullAddress}}, {{scheduleShipPickupDate}}, {{orderNumber}}, {{productItems}}, {{locationTitle}}, {{locationFullAddress}}, {{locationPhone}}, {{shippingCarrier}}, {{trackingNumbers}}


In Status, select whether this email template should be enabled and whether the template is for shipping notification or pickup.


Finally, click on Save. 

Note: If you’re copying and pasting the email content from a Commerce7 template, we recommend reviewing the variables, as they differ slightly from the ones you can use in Shipment Manager. They might look similar, but they are not the same. To avoid errors, we suggest setting up your email content from scratch.


Review your settings


Before moving on to getting to know Shipment Manager and how it works. You should confirm that you have set up the following configurations:


  • Configure the General Settings
  • Setup Carrier Accounts
  • Setup Sovos ShipCompliant 
  • Setup Future Packages (if applicable)
  • Configure Variant Titles, Variant Groups, and Packages (only for in-house fulfillment)
  • Setup Email Notification (only if you’re not using C7 email notifications) 

Getting to Know Shipment Manager


With the Shipment Manager app, you can process shipments from beginning to end without ever leaving Commerce7. This includes creating shipments, running compliance checks, printing labels and packing slips, sending shipments to fulfillment, and notifying clients of their shipments. The app has several tabs, which we will briefly introduce: 


In the Shipment Manager window, you will see these tabs directly below the Shipment Manager title. There are five tabs:

  • Dashboard: This is the first window you’ll encounter when accessing the app. It shows the status of orders and shipments at a glance.
  • All: This is a list of all your orders. Here, you’ll be able to check orders with refund and canceled statuses. 
  • Orders: This is a list of all your store orders. You can manage orders for shipments, pickups, or special exceptions. 
  • Shipments: A list of shipments or orders in the process of shipping. 
  • Settings: Options to configure your account

Creating Shipments


When processing an order for shipment, each order will go through the following workflow:


Review Order - Assign a Ship Date - Create Shipment - Awaiting Shipment - Ready to Print - Ready to Fulfill - Shipment History


Let’s start by heading into the Orders tab; here, you’ll see all your orders that are ready to be processed. The page has a search bar and filter option that allows you to search for or filter orders based on a selected date range, order status, club, shipping services, fulfillment location, inventory location, carriers, and more.

Each order has the following information at a glance: 


  • Number/Paid Date: Displays the order number as well as the date it was placed.
  • Schedule Date: This scheduled date is the date assigned to the ship date.
  • Bill To: The billing information of the client.
  • Ship To/Pickup: This option displays a client’s shipping information and shows whether an order will be shipped or picked up. 
  • Fulfillment/Inventory: This displays the fulfillment house or inventory location; in the case of in-house fulfillment, you’ll see an in-house label. 
  • Channel: It will show which channel this order was placed on. 
  • Items: It will display the items in the order. If the order contains several items, it will show as Multiple items. By clicking on the order, you’ll see the list of items.
  • Packages: This will display the packing box the system has assigned based on the previously configured settings. 
  • Status: It will display the compliance status, order status, and whether it has been fulfilled.

Step 1. Review Order Information


Before processing an order, ensure that the shipping method and service, items, and packages are correct. If you’re using Sovos, you should also review whether the order is compliant. If there is an error with the assigned package, address it now. If the system can’t find or determine the appropriate box to use, you will see an error message in the package column similar to this:

Package errors can be caused by various things. The most common ones are: 

  • Error in Variant Title: the variant title doesn’t match the variant title or does not exist under Shipment Manager - Settings - Packages - Variant. 

The products do not match a package option: The total quantity of products does not match or fit any of the packages listed under Shipment Manager - Settings - Packages - Packages.


Step 2. Assign a Ship Date 


Once everything looks good on the order, the next step is to assign a Ship Date. Select an order, then click on Ship Date, and a window with a calendar will pop up. 

Select a date from the calendar, then click on Save. Assigning a ship date is a way to let your team know when an order should be scheduled for shipment; this date is also used when creating the shipping label.


Note: Shipment Manager will combine orders if they share the same customer name, billing address, carrier, and ship date. If you want orders being sent to the same customer to ship separately, you should assign different ship dates. Otherwise, the system will assume that orders going to the same customer at the same address can be combined into a single shipment.


Step 3. Create Shipment 


Once you have assigned a ship date, select the order again and click on "Create Shipment." A new window will pop up with shipment options. Choose whether a Signature or an Adult Signature is required. Indicate if the shipment includes alcohol and if it’s being sent to a residential recipient. Then, click "Save."

After clicking "Save," you'll see a "Creating Shipment" status bubble just below the order number and date. Once the shipment is created, the order will disappear from the order tabs and move into the Shipments tab, which is the next step in the processing order.

Note: There is currently a 50-order limit for processing orders in bulk. This means you can only process 50 orders simultaneously in any given phase. Processing more than 50 orders at a time can result in various errors, such as orders being stuck in the "creating shipments" phase or print dates not being assigned to orders. We are working on increasing this limit in future updates.

Step 4. Awaiting Shipment  


Next, navigate to the Shipments tab. This tab is similar to the Orders tab, but you’ll see all orders that have a shipment here. The page features the same search bar and filter options. However, the information displayed at a glance for each order varies slightly compared to the Order page.

In the Shipment tab instead, you‘ll be able to see:  


  • Number/Ship Date: Displays the assigned order number and ship date.
  • Ship To/Pickup: This Option displays a client’s shipping information and shows whether an order will be shipped or picked up. 
  • Fulfillment/Inventory: This displays the fulfillment house or inventory location; in the case of in-house fulfillment, you’ll see an in-house label. 
  • Channel: It will show which channel this order was placed on. 
  • Items: It will display the items in the order. If the order contains several items, it will show as Multiple items. By clicking on the order, you’ll see the list of items.
  • Packages/Rate: This will display the packing box the system has assigned and the carrier’s shipping rate.
  • Status: It will display the compliance status, order status, and whether it has been fulfilled.

The last four steps of the processing workflow are done inside the Shipment tab, and the final step indicates the order has been processed or fulfilled. These are the steps that are done inside the shipment tab:


Awaiting Shipment - Ready to Print - Ready to Fulfill - Shipment History

Note: If your winery only utilizes a fulfillment house, once a shipment has been created for an order, it will automatically progress to the “Ready to Fulfill” stage, bypassing the “Awaiting shipment” and “Ready to print” stages. These steps are only necessary for In-house fulfillment.

When you click on the Shipment tab, you’ll automatically view Awaiting Shipment. Inside Awaiting Shipments, you can review the rate assigned for the order and verify that the packages are correct. If you need to cancel your shipment to adjust the information on the order, you can click on Cancel Shipment, and the order will return to the order tab.

If you had set up the application mode as Test, you should now change it to Production unless you want to test the workflow first before going live. While the App is in Test Mode, all your shipping labels will be samples.


If everything looks correct, select the order and click on Create Shipping Label.


As the order moves to the Ready to Print phase, both the shipping label and packing list will be created.


Step 5. Ready to Print


As the name indicates, in the Ready to Print phase, shipping labels, and packing slips have been created for the orders and are ready to print. You’ll be able to print all the necessary documents to ship your order.


Select an order, then click on Print.

A new window will open, indicating the number of shipments to print and the printing options. You can choose to print the Shipping Label, Packing Slip, Warehouse Pick List, or all three. Select what you want to print, then click on Print.

The system will process the orders, and you’ll see a list of pending print jobs below the print option. Once the documents are ready, a Download option will appear beside each job. Once you click Download, the file will open in a new window, and you can download your .pdf file.  

Note: The print job will disappear from the list once you click on Download. You can always find this and other print jobs in the Print History page under Settings. Both packing slips and shipping labels are processed as .pdf files. If you need to adjust the file size for a thermal printer, this should be done in the print dialogue box or your printer settings.

Under the print column, you will also see a log of the files printed for each order. You'll see whether the label, slip, or pick list was printed for the order, along with the date and time of printing.

At this point, if you need to cancel your shipment, you can click on Cancel Shipment. The shipping labels will be canceled, and the order will be returned to the order tab.


Once you have printed your documents, select the order from the list and click Send to Fulfillment. The order will then move to the Ready to Fulfill phase. 


Step 6. Ready to Fulfill


This phase can be thought of as a holding area for packages waiting to be picked up by the client or the carrier. 


Once an order has been fulfilled, you must mark it as fulfilled to complete processing the order. 


If your winery only utilizes a fulfillment house, once a shipment has been created for an order, it will automatically progress to this stage. Whenever an order is fulfilled, it will push the tracking number into Commerce7 and mark the order as fulfilled. However, this is done only in Commerce7. To complete the process in Shipment Manager, you will need to select the order and mark it as fulfilled.


To mark an order as fulfilled, select an order, then click on Marked as Fulfilled.

A window will appear confirming how many orders you are marking as fulfilled. Click once again on Mark as Fulfilled. 

Once an order has been marked as fulfilled, the system will also mark it as fulfilled and add the tracking number in C7. The order will then be moved from the Ready To Fulfill phase to the Shipment History. 


Step 7. Shipment History


In Shipment History, you’ll see a list of all processed orders. This section provides a historical record of your processed orders.


Shipment History represents the final step in processing an order. Once an order shows up in Shipment History, it has been fully processed.


Shipment Manager Order Information Page 


Clicking on an order allows you to access more detailed information and additional options, such as Editing the Shipping or Billing Address, Splitting the Order, Check Compliance Status and Fixing Refund Warnings.


Keep in mind that this information can only be edited when the order is in the orders tab page; once you create a shipment, you won’t be able to make changes.


Changing Shipping or Billing Address 


As you might know, once an order has been placed in Commerce7, there is no way to modify any information. However, you can edit the shipping and billing addresses in Shipment Manager by clicking on the order information page.

If you need to change a client’s shipping address, first add the new address under the client account in C7. After adding the address, return to the shipment manager, click on the order information, and click 'Edit.' You should be able to select the new address from the list.

Note: The option to edit the shipping or billing address is only available before a shipment has been created for an order. Once a shipment has been created, you can no longer edit the address. To edit the address, you'll need to cancel the shipment, which will return the order to the order page as non-started. You can then edit the address.


Splitting Orders 


You can split an order into one or more shipments in the orders tab. Click “Split Order,” and a new window will appear.

You can then select which products remain in the original order and which should be moved to a new order.

Note: If you need to reassemble a split order, this must be done manually at the moment. Please contact us at support@treefrogdigital.com with the order numbers and a request to merge them back together.

Checking Order Errors or Status

If you encounter an error while processing an order, you can view more detailed information by clicking on the order to open the Order Information page.

On the Order Information page, you'll find more details about the error. Depending on the type of error, this information may appear below either the order ship date, order status, shipping service, or compliance status.


Checking Compliance Status or Forcing Compliance


Check the status display in an order to see if it was quarantined during the compliance check. The Compliance statuses of an order are Quarantine, Compliant, and Force.

You can access the Compliance Log by clicking on the order to address a Quarantined order. This will take you to the order information page.

Click on View Log.


You’ll see in the red notice the type of error that was encountered during the compliance check.

Once you have addressed the issue, you have the option to Retry Compliance, Force Compliance, or Retry Compliance (Ignore Address).


If you believe there is no issue or if you have addressed the issue, you can retry the compliance.


If the issue is with the address, verify with the customer that the address listed is correct and appears on Google Maps as described. If so, you can select Retry Compliance (Ignore Address). This option will attempt to resolve the compliance by ignoring the address issue.


Lastly, if the errors are mistakes or you are aware of the errors but would like to bypass them, you can try to Force Compliance. This will recheck compliance, attempting to force it by ignoring the errors. However, there may be cases where force compliance does not work.


If the system still encounters an error whenever you try either of these options, the type of error and a brief explanation will appear in the red notice area.


Shipment Manager Order Status inside C7


Shipment Manager also displays the status of an order within Commerce 7 orders. To view this information, head to Commerce7 - Orders and then click on an order. 


You will be able to see what the status of an order is in Shipment Manager.

You can view the Activity Log, Ship Date, Shipping Service, and Order Details by clicking on the Shipment Manager tab.

If an order has been fulfilled, you can click on the Fulfillment tab to see when the order was shipped and the tracking number.


Lastly, to manually send an order to Shipment Manager for processing, use the More Action option. Click on More Action, then select Send to Shipment Manager.


Troubleshooting 


Orders are not flowing in


New orders placed after installing the app will automatically flow to Shipment Manager. If you have historical orders placed before installing the app, you will need to send them to Shipment Manager manually. To do this, use the More Action menu. Detailed instructions can be found in this documentation’s Shipment Manager Order Status section.


Email notifications are not being sent.


Go to Shipment Manager, then navigate to Settings, and select Email Notifications. Ensure that the sender email matches the email you have set up for SendGrid. Refer to this documentation ‘Setting up Email Notifications’ section for detailed instructions on setting up email notifications.


Error in Packages.


Review the items in the order and check each variant title assigned to the product's SKU. Ensure this variant title is set up in Shipment Manager under Settings - Packages - Variant Title. The variant title in the product and in Shipment Manager must be an exact match, including spaces and characters. After reviewing these settings, select the order in Shipment Manager and assign a new ship date. The system will refresh the order. If the package error persists, please contact us at support@treefrogdigital.com with your order details.


Order stuck in Creating Shipment.

If you are processing orders in bulk, you can only process up to 50 orders at a time. If you are processing fewer than 50 orders, Try selecting the orders, assigning a new ship date, and creating the shipment again. If the error persists, please contact us at support@treefrogdigital.com with your order details.


Shipping Labels are not being created or are blank.


We recommend waiting a few minutes and then trying to create the labels again. Carrier systems like FedEx and UPS can sometimes experience slight downtimes, causing these errors. If the error persists, please contact us at support@treefrogdigital.com with your order details.


Multiple shipping labels for a package when fewer boxes are needed. 


Review the items and the total quantity in the order. Then check the package setup in Shipment Manager under Shipment Manager - Settings - Packages - Packages. Ensure the package assigned to the order matches the package type listed in the settings. The system assigns a package based on the variant and max qty. If you feel everything appears correctly set up and the system is still assigning an incorrect package, please contact us at support@treefrogdigital.com with your order details


Shipment Manager is combining an order


Shipment Manager will combine orders when creating a shipment if they share the same customer name, billing address, carrier, and ship date. If you want orders being sent to the same customer to ship separately, you should assign different ship dates. Otherwise, the system will assume that orders going to the same customer at the same address can be combined into a single shipment.


If you have already created a shipment and the orders were combined but need to be shipped separately, you will need to cancel the shipment. This will return the orders to the non-started phase, separating the combined shipment. Then, you will need to assign different ship dates and create the shipments again.


How to setup a bundle package in Shipment Manager?


If you have a bundled product, such as a package containing 6 bottles of wine, the bundle needs to be set up with a specific variant title like '6 X 750ml.' We use the X in the variant title name to specify to the system that this product contains 6 botlles of (x) 750ml.


If your bundled product can be shipped with other products—for example, a 6 X 750ml bundle shipped together with other 750ml or 500ml products—you will need to create a variant group that includes all the types of variants that can be shipped together. Please refer to the 'Setting up Variant Groups' section.