Orders & Shipping

What happens when a supplier cannot fulfill an order?

Updated 2026-10-10

If a connected supplier cannot fulfill an item, the order or supplier status should show that failure. The buyer is not expected to guess.

What to do

1. Open the order and read the latest status.
2. Sellers should check the supplier order in Commerce rather than shipping a synced item themselves.
3. If the status is stuck after a supplier failure, open a ticket with the order reference.

Eligibility

Out-of-stock supplier products cannot be promised a ship date. A replacement is only real when a new fulfillment is recorded.

If something goes wrong

• Manually marking a supplier order shipped does not create a real supplier shipment.
• The buyer should not be asked to pay again until the first charge is resolved.

Include both the Jimvio order reference and any supplier error text shown in Commerce.