> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Order Fulfillment

> Mark orders as fulfilled, attach tracking numbers, print shipping labels and packing slips, and automate fulfillment workflows.

Order fulfillment is the process of completing an order after payment has been received — picking, packing, shipping, and confirming delivery to the customer. The HoopAI platform provides an order management interface where you can view incoming orders, mark them as fulfilled, attach tracking information, print shipping labels and packing slips, and trigger post-fulfillment automations.

## Accessing orders

Navigate to **Payments > Orders** to see all orders placed through your store. The orders list displays:

* Order ID and date
* Customer name and email
* Products ordered (with variants and quantities)
* Order total and payment status
* Fulfillment status (Unfulfilled, Partially Fulfilled, Fulfilled, Refunded)

Click any order to open its full detail view.

## Order statuses

| Status                  | Meaning                                                         |
| ----------------------- | --------------------------------------------------------------- |
| **Unfulfilled**         | Order is paid but has not been shipped or delivered yet         |
| **Partially Fulfilled** | Some items in the order have been fulfilled; others are pending |
| **Fulfilled**           | All items have been shipped or delivered                        |
| **Refunded**            | The order or part of it has been refunded                       |
| **Cancelled**           | The order was cancelled before fulfillment                      |

Digital products are automatically marked as **Fulfilled** at the moment of purchase, since delivery is instant via the download system.

## Marking an order as fulfilled

<Steps>
  <Step title="Open the order">
    Go to **Payments > Orders** and click the order you want to fulfill.
  </Step>

  <Step title="Click Fulfill Order">
    On the order detail page, click the **Fulfill Order** button (or **Fulfill Items** if you want to fulfill specific line items in a partially fulfilled order).
  </Step>

  <Step title="Select items to fulfill">
    A fulfillment modal opens. You will see all unfulfilled line items. Select the items you are fulfilling in this shipment. If you are shipping the entire order at once, all items will be selected by default.
  </Step>

  <Step title="Add tracking information">
    Enter the tracking details for this shipment:

    * **Tracking number** — the carrier-issued tracking code (e.g., a USPS, UPS, or FedEx tracking number)
    * **Carrier/provider** — the shipping carrier name (USPS, UPS, FedEx, DHL, etc.)
    * **Tracking URL** — the full URL where the customer can track their package (e.g., `https://tools.usps.com/go/TrackConfirmAction?tLabels=TRACKINGNUMBER`)
  </Step>

  <Step title="Add fulfillment notes (optional)">
    You can add internal notes about the fulfillment — for example, "Shipped from warehouse B" or "Customer requested no invoice included." These notes are visible in the order record but are not sent to the customer.
  </Step>

  <Step title="Confirm fulfillment">
    Click **Mark as Fulfilled** (or **Submit**). The order status updates to Fulfilled (or Partially Fulfilled if only some items were included). A fulfillment record is created on the order timeline showing the date, tracking details, and item count.
  </Step>
</Steps>

## What customers see after fulfillment

When an order is marked as fulfilled with tracking information:

* The customer's order status in the Customer Access Center updates to "Fulfilled."
* The tracking number, carrier name, and tracking URL are visible in their order details.
* If you have a fulfillment notification email configured (via **Payments > Settings > Notifications**), a shipment notification is sent automatically when the fulfillment is recorded.

To set up a shipment notification email:

1. Go to **Payments > Settings > Notifications**.
2. Enable **Order Fulfillment Email** (or Shipment Notification).
3. Select or create a template that includes the tracking number and tracking URL as dynamic fields.

## Partial fulfillment

For orders with multiple items being shipped in separate packages or on different days:

1. Open the order and click **Fulfill Items**.
2. Select only the items going in the first shipment.
3. Add tracking information for that shipment.
4. Click **Mark as Fulfilled** for the selected items.

The order status changes to **Partially Fulfilled**. The fulfillment record shows which items were included in that shipment. Repeat the process for the remaining items when you ship them. Each fulfillment appears as a separate entry on the order timeline.

## Printing shipping labels and packing slips

The platform lets you generate shipping labels and packing slips directly from the order detail page.

**From the order detail page:**

1. Open the order.
2. Click **Print Shipping Label** to generate a PDF containing label information for all unfulfilled and fulfilled items (each on a separate page).
3. Print directly from the PDF.

**During fulfillment:**
When you are marking items as fulfilled (in the fulfillment modal), a print option is available that generates a label only for the items selected in that fulfillment run.

**For partially fulfilled orders:**
Click the three-dot menu next to a partial fulfillment entry in the order timeline to access the option to download a packing slip or label for that specific shipment.

**What appears on labels and slips:**

* Order ID and order date
* Store name
* Customer's shipping address (delivery address)
* Sender's address (your store address)
* Itemized product list with variant names, images, and quantities

## Automation with the Order Fulfilled trigger

The **Order Fulfilled** workflow trigger fires every time an order's status changes to Fulfilled. This enables automated post-fulfillment actions:

* **Send a shipment confirmation email** with tracking details
* **Request a product review** 7 days after fulfillment
* **Add a tag** to the customer's contact record (e.g., "Purchased — Physical Product")
* **Start a post-purchase upsell sequence** offering related products
* **Update a pipeline stage** to move the customer to a post-sale stage in your CRM

To configure an Order Fulfilled workflow:

1. Go to **Automation > Workflows** and create a new workflow.
2. Select **Order Fulfilled** as the trigger.
3. Optionally filter by cart value (e.g., only trigger for orders over \$100).
4. Add your desired actions.

## Third-party fulfillment integrations

For businesses using external fulfillment services, the platform integrates with:

* **Shippo** — for generating shipping labels and comparing carrier rates directly within the platform
* **ShipStation** — for routing orders to ShipStation's fulfillment management system
* **Printful / Printify** — for print-on-demand dropshipping, where fulfillment is handled entirely by the supplier

When these integrations are active, orders can be automatically routed to the fulfillment partner, labels generated through their system, and tracking information synced back to the HoopAI order record.

<Tip>
  Set up a post-fulfillment review request workflow that fires 7–10 days after an order is fulfilled. This is the optimal window — the customer has received their product, used it, and formed an opinion, but the purchase is still recent enough to feel relevant.
</Tip>

<Note>
  Fulfillment records are permanent once created. You cannot delete a fulfillment entry from an order's timeline, though you can add notes or corrected tracking information by contacting support or creating a new fulfillment note.
</Note>