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Common questions about how Jetpack processes and fulfills orders, including D2C, B2B, and FBA workflows, order status tracking, and fulfillment timelines.
Each order in your Jetpack dashboard has a status that tells you where it is in the fulfillment journey. Processing means the order is being prepared for carrier pickup (with sub-statuses like Pick in Process, Picked, and Labeled). Shipped means the carrier has the order (with sub-statuses like In Transit, Out for Delivery, and Delivered). Action Required means something is blocking fulfillment and needs your attention. Learn more about order statuses.
For D2C orders, Jetpack’s SLA is same day or next business day after the order enters Processing status. B2B/wholesale orders have a 3 business day SLA, while pickup orders have a 4 business day SLA. The SLA countdown begins when orders enter Processing (not when they’re first imported), and only during business hours based on regional cutoff times. Learn more about D2C turnaround times and B2B turnaround times.
Processing cutoffs determine when an order’s SLA countdown begins. In the US, the cutoff is 2:00 pm local time. In Australia, Canada, and EU (Netherlands), it’s 12:00 pm local time. UK fulfillment centers have cutoffs ranging from 6:00 pm to 8:00 pm GMT depending on the location. Orders entering Processing before the cutoff start their SLA the same business day; orders after the cutoff start the next business day. Learn more about turnaround times and cutoffs.
Action Required means something is preventing fulfillment. Common reasons include out-of-stock inventory, invalid shipping addresses, inactive SKUs, missing HAZMAT information, missing tariff data for international shipments, or payment method issues. Each reason has a specific resolution process. Learn how to resolve Action Required orders.
D2C (direct-to-consumer) orders are individual customer shipments with a same-day or next-day SLA. B2B (business-to-business) orders are larger wholesale shipments (or D2C orders with 25+ units) with a 3 business day SLA. B2B orders often require specialized packaging, freight shipping, and additional documentation like commercial invoices. Learn more about D2C fulfillment and B2B fulfillment.
Jetpack’s order allocation algorithm considers shipping cost, distance to your customer, and inventory availability. For US orders, centers are ranked by shortest distance. For international orders, centers are ranked by lowest fulfillment cost. If the optimal center lacks inventory, the order moves to Action Required status unless you have auto-split rules enabled. Learn more about order allocation.
Yes, you can manually split orders in Action Required status due to out-of-stock items. This creates two shipments: one with in-stock items that ships immediately, and one with back-ordered items that ships upon restocking. You can also enable auto-split rules to automatically split orders when inventory is unavailable, eliminating manual intervention. Learn how to split orders manually.
Yes, but only before the warehouse team picks the order. You can edit customer information, order items, quantities, shipping details, and fulfillment center assignment while the order is in Action Required or early Processing status. Once the order reaches Picked status, all editing is locked. If you need changes after picking, contact Jetpack Care immediately. Learn more about editing orders.
If you edit an order (by adding items or changing the fulfillment center) and there isn’t sufficient inventory at the assigned fulfillment center, the order automatically moves to Action Required status. You’ll need to either send inventory via a WRO, reassign the order to a fulfillment center that has inventory, or remove the out-of-stock items from the order. Learn more about editing orders.
Yes, you can cancel orders or place them on hold before fulfillment begins. Cancel an order when it should no longer be fulfilled (e.g., customer requested cancellation). Clean Sweep removes an order from the dashboard temporarily so you can reimport it after making changes (only available before picking starts). You can also manually put orders on hold to pause fulfillment. Learn about copy, cancel, or clean sweep actions.
Jetpack can fulfill inventory set as Fulfill by Merchant (FBM) on Amazon, but cannot process Amazon Prime orders. You should create separate FBM SKUs for ASINs in Amazon Seller Center, sync your Amazon store with Jetpack, and send inventory via WRO. Amazon’s 30-day PII retention policy requires Jetpack to redact customer names and addresses 30 days after delivery. Learn more about Amazon FBM with Jetpack.
FBM (Fulfilled by Merchant) means Jetpack fulfills orders placed on Amazon.com and ships directly to your customers. FBA (Fulfillment by Amazon) means Jetpack ships your inventory to Amazon warehouses, where Amazon picks, packs, and ships orders to customers. Jetpack offers automated FBA prep for US merchants and manual FBA prep for international markets. Learn about Amazon FBM and Amazon FBA.
You can create B2B orders manually in the dashboard, import them from Shopify’s B2B functionality, or use bulk Excel upload (up to 25 B2B orders per file). B2B orders support both parcel and freight shipping, and you can choose whether Jetpack arranges shipping or you upload your own labels. For orders exceeding 10,000 units, contact Jetpack Care 10 business days in advance. Learn how to create manual B2B orders.
Once an order is labeled, tracking details are uploaded to your Jetpack dashboard immediately and automatically synced to your ecommerce platform. However, the first carrier scan typically occurs on the following business day after pickup (e.g., if picked up Friday, first scan may be Monday). Orders automatically transition from Processing to Completed status by 6 am CT the day after tracking information is uploaded. Learn more about tracking packages.
Jetpack will not file lost in transit claims or offer refunds for orders marked as Delivered unless there is carrier confirmation of a misdelivery. A misdelivery occurs when the order is delivered to the wrong location (e.g., different country per carrier tracking, proof of delivery shows trash bin, carrier confirms incorrect address). For Jetpack-labeled orders with stalled tracking, contact Jetpack Care to file a claim. Learn about tracking issues.
Yes, Jetpack accepts custom boxes, poly mailers, bubble mailers, dunnage, marketing inserts, and Prop 65 labels. Each custom packaging type must be created as its own product in your catalog and sent via WRO. Custom packaging must have at least 6x4 inches of flat space for shipping labels, and mailers cannot exceed 18 inches in length or 14 inches in width. Custom tape and crinkle paper are not accepted. Learn about custom packaging.
If custom packaging or materials are out of stock, orders will move to Action Required status. You can edit the order to remove the custom packaging items, which moves the order to Processing. Jetpack will ship the order using standard packaging until your custom materials are replenished. Learn more about custom packaging policies.
There are four methods:
  1. Automatic syncing from integrated stores (Shopify, BigCommerce, WooCommerce, etc.) based on a sync schedule
  2. Manual syncing to trigger on-demand imports from your store
  3. Bulk Excel import for up to 1,000 D2C or 25 B2B orders per file
  4. Individual creation for one-off orders in the dashboard
Most merchants use automatic syncing for D2C orders and bulk Excel for B2B/wholesale orders. Learn about syncing, importing, and creating orders.
FIFO (First In, First Out) rules allocate available inventory to the oldest orders first, based on Purchase Date or Import Date. This prevents orders from repeatedly backordering when inventory is replenished. Newer orders might go to Action Required status if inventory is limited, but the oldest orders ship first. To enable FIFO rules, submit a case to Jetpack Care. Learn about order allocation rules.
Yes, you can enable a Highest Priority Fulfillment Center rule that assigns orders only to the top-ranked center (lowest cost/closest distance). If that center lacks inventory, the order enters Action Required instead of reallocating to another center. This reduces shipping costs but may increase Action Required orders during stockouts. You can also use Destination-Based Fulfillment rules to avoid cross-border fees. Submit a case to Jetpack Care to enable these rules. Learn about fulfillment center assignment logic.
D2C orders with 25+ units are automatically treated as B2B orders for pricing and SLA purposes (3 business day SLA instead of same/next day). If uploading more than 100 D2C orders via Excel, add +1 business day to the SLA and provide 72-hour advance notice using Jetpack’s high-volume order form. For B2B orders exceeding 10,000 units, contact Jetpack Care 10 business days in advance. Learn about creating B2B orders.

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If you have any questions or run into issues, you can always contact Jetpack Care for help. Our team is always here to assist via Slack, phone, or email!