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Warehouse Management Software Tutorials

Step-by-Step guides with video walkthroughs on how to maximize the use of your fulfillment center and warehouse management software (WMS). Pick the topic you need help with below and watch the video walkthrough or follow the written instructions!

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WMS Tutorial Topics

WMS Overview
Order Status
Order Holds
Purchase Orders
Require Signature
Partial Shipments

Go Back to Your Dashboard

PackYak Portal Home

Software Introduction

Watch this video to get acclimated with the Shiphero warehouse management software that you will use to manage orders, inventory, purchase orders, and more.

Warehouse Management Software Overview

How to Look Up Order Status & Tracking Information

How to find an order's status

  • Select the order that you would like to view from the “Manage Orders” tab within “Orders.”
  • Once you select the order and get to the “Order Page” then you will see the status of each SKU within an order.
  • The Status will either show as “Canceled,” “Pending,” or “Fulfilled.”

How to Look Up Shipping Label, Tracking, & Carrier Information

  • Select the order that you would like to view from the “Manage Orders” tab within “Orders.”
  • On the “Order Page,” you will scroll down until you see the “Shipments” box located on the right side of the screen.
  • It will show you what shipping method was used, a hyperlink to track the order, and the date the item was shipped. 

Types of Holds

  1. Payment Holds. Payment Holds come into ShipHero via a connected cart (Shopify WooCommerce, Amazon, etc.) and are automatically placed on hold due to an issue with payment. PackYak clients are responsible for making sure that their customer has paid and that the order is not on hold so that the order can be fulfilled.
  2. Fraud Holds. An order may be placed on a Fraud Hold if the shipping software detects suspicious activity. For example, if a customer pays with a credit card that is linked to a different address than the shipping address, a fraud hold may be placed on the order.
  3. Address Holds. This is one of the most common types of holds. ShipHero runs addresses against United States Postal Service's validated address database, and if the inputted address is not listed in the USPS database, the order will be placed on an Address Hold.
  4. Operator Holds. Operator Holds may be placed on an order by both PackYak Clients and the PackYak team. PackYak Clients may place an Operator Hold on an order that needs to have an address changed after a customer has reached out. The PackYak team may place an Operator Hold on an order if there is something incorrect or problematic with an order's inventory or status.
  5. Inventory Holds. Inventory holds are placed when an order cannot be shipped due to insufficient inventory. See more on these holds below.

Removing Order Holds

There are a number of ways PackYak Clients can access an order that is on hold. Most commonly, you will access the order from the Home Dashboard by selecting the order from the “Total Orders On Hold” section. Alternatively, you can also search a specific order from the “Manage Orders Tab.”

Why is the Order on Hold?

  1. Once the order on hold is located, select the order and it will bring you to the “Order Page.”
  2. On the right hand side of of screen, you will see the order “Details” section.
  3. Within the order "Details" section, you will see “Ready to Ship? --- No” if the order is on hold.
  4. Select the associated “Why?” hyperlink. This will explain why the order is on hold (e.g., payment/address/etc.).

Removing Different Order Holds

  1. Removing Payment Holds. To clear a payment hold, you will need to select the blue “Clear Payment Hold” button located just above the “Details” portion of the page.
  2. Removing Fraud Holds. If the reason for the hold is due to potential fraud and you have determined that the order is not fraudulent and is ready to ship out, you will scroll to the bottom of the page Under “Holds” section, uncheck “Fraud Hold” and select the blue “Update Button.”
  3. Removing Address Holds. When you have determined that the order has an address hold, you will scroll down the page and under the “Shipping Address” section, you will select the Pencil/edit button in the top right corner to update the address properly.

    If updating the correct address does not remove the hold, you can manually scroll to the bottom of the page and uncheck “Address Hold,” Select blue “Update” button, and place a note in “Note for Packer” that the address is correct so that PackYak may attempt a manual override.
  4. Removing Operator Holds. To remove an operator hold you will scroll down to the “Holds” section of the Order Page, check the “Operator Hold” check box to remove the check mark, and select the Blue “Update” button.

Removing Inventory Holds

Inventory holds or orders that contain backordered products will not appear under the “Total Orders On Hold” tab. In order to see orders placed on “hold” due to inventory, you will need to follow the below instructions:

  1. Go to the “Orders” tab from the Dashboard/Home Page in ShipHero, and select “Pending Shipments” from the drop down.
  2. From the “Pending Shipments” page, you will need to navigate to “status” under the “Filters” section at the top of page, and select “Unfulfilled” from the drop down.
  3. You will also select “No” from the drop down, “Ready to Ship.”
  4. You will then see a list of all orders that are not ready to ship due to an Address Hold, Fraud Hold, Operator Hold, Payment Hold, or Hold due to lack of inventory.

Navigating Order Holds

How to Create a Purchase Order (PO)

  1. Go to “Purchase Orders” from the Menu Bar.
  2. Select “All Purchase Orders.”
  3. Select “Create a Purchase Order.”
  4. From the “Vendor” dropdown menu, select “All.”
  5. From the “Warehouse” dropdown menu, select “PackYak Salt Lake City - Primary”
  6. From the “Maximum Products for this PO” dropdown menu, select “Unlimited.”
  7. Under the “Products” section, search and add all SKUs that will be arriving on the purchase order.
  8. Enter the Quantity of each item in the “Quantity” Box that defaults to “1.”
  9. Hit the blue “Save Order” button at the bottom of the page.

You will now be taken to the Purchase Order Page. Under the “Details” table on the right hand side of your screen, you will fill out the following details:

  1. “PO Number” - You can keep the default PO number that is generated or create your own.
  2. “Ship Date” - When the freight is being shipped.
  3. “Expected Date” - When the inventory is scheduled to arrive.
  4. “Tracking Number” - input the tracking information for the shipment. If items are coming via freight with no tracking, enter “Freight Shipment” under “Tracking Number.”
  5. Select “Save Changes” when finished.

Below the “Details” Table, you will see an “Actions” Table. Take the following actions:

  1. Please select “Email Vendor” and enter all line items so that your manufacturer/shipper can include Purchase Order in incoming shipment.
  2. You may also select “View as PDF” and can then send the PO to your manufacturer/shipper outside of ShipHero.

How to Upload a Purchase Order (PO)

  1. Go to “Purchase Orders” from the Menu Bar.
  2. Select “All Purchase Orders.”
  3. Select “Upload Purchase Orders.”
  4. You will then need to “Download Purchase Order Template” and fill out accordingly.
  5. Once the Template is filled out and saved, you may upload the CSV file by selecting the red "+" box.

Next, select the purchase order hyperlink under “PO Number.” From there, you will be taken to the Purchase Order Page. Under the “Details” Table on the right hand side of screen, input the following details:

  1. “PO Number” - You can keep the default PO number that is generated or create your own.
  2. “Ship Date” - When the freight is being shipped.
  3. “Expected Date” - When the inventory is scheduled to arrive.
  4. “Tracking Number” - input the tracking information for the shipment. If items are coming via freight with no tracking, enter “Freight Shipment” under “Tracking Number.”
  5. Select “Save Changes” when finished.

Below the “Details” Table, you will see an “Actions” Table. Take the following actions:

  1. Please select “Email Vendor” and enter all line items so that your manufacturer/shipper can include Purchase Order in incoming shipment.
  2. You may also select “View as PDF” and can then send the PO to your manufacturer/shipper outside of ShipHero.

Creating Purchase Orders

How to Change Shipping Methods for Orders

  1. Open up the order you would like to change shipping methods for from the "Manage Orders" section.
  2. Once you are at the “Order Page,” scroll down to find “Shipment Info” located on the right side of your screen.
  3. Select the pencil icon (edit button) in the right hand corner of “Shipment Info.”
  4. Select the carrier from the drop down menu that you would like to use, as well as the specific method for the carrier (e.g., ground, express, etc.).

Please note that if you would like to select your shipping method based on whatever is the cheapest option, you will select “Cheapest” for the “Carrier” dropdown, as well as the number of days in transit you require the method to take for the “Method” drop down. For example, "Cheapest 3 days" will pull all shipping methods across all carriers to choose the cheapest shipping price that will arrive to the customer within 3 days based on the carriers service levels in their API with ShipHero.

Selecting Shipping Methods

Slack Channel

Our dedicated Slack Channels are a fantastic tool that helps us provide you the best customer service possible! While you should never hesitate to reach out and discuss anything necessary in your Slack Channel, we hope that this information will help provide you with the best possible experience using and navigating our Slack solutions.

Utilizing Slack for Customer Service

Bookmarked & Pinned Links

Certain tools or links that are more frequently used, such as our customer service portal or order error submission page, will be bookmarked/pinned into your Slack channel for easy access. See the images below to know where to find bookmarked or pinned links on both your mobile device and desktop.

Mobile Device
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1. Click on your Channel Name

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2. Find Bookmarked Links!

Desktop, Laptop, & PC
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A lot of answers to common questions that come up regarding warehouse management software, receiving, billing, order errors, and shipping rates are easily accessible through PackYak’s Client Portal. 

Direct Messages

We ask that you do not directly message PackYak employees unless the matter is over something that you do not wish to discuss in your dedicated channel, such as billing.

If a question or issue is brought up via Direct Message to an employee, there will be significantly delayed responses, if any at all. We try to keep as much of the conversation as possible in the Slack channel so that it's visible to all PackYak employees. That way, the right person can quickly and easily answer your question.

Returns

How to Look Up Return Statuses

  1. First, navigate to the “Returns” tab from your Dashboard, and then select “all returns” from the dropdown.
  2. From the “All Returns” page, you will be able to filter/use the search bar to look up any returns that you would like to see the status of.

Require Signature

How to Require a Signature at Delivery

  1. Select the Order that you would like to require Signature for Delivery on from the "Manage Orders" page.
  2. Once you are in the “Order Page,” under “Details” on the right side of of screen, select the checkbox next to “Require Signature,” and select the Grey “Update Details” box at the bottom of the “Details” section.

Partial Shipments

How to Allow Partial Shipment on Orders

The partial shipment feature can be used to make sure that PackYak fulfills any items that we have inventory for, even though there may not be sufficient inventory to fulfill an entire order in whole because items may be backordered. This can be useful to make sure orders are shipped out while you wait for restocks. Additionally, the partial shipment feature can be used if PackYak only fulfills certain SKUs for your eCommerce store, while you or another 3PL fulfills other specific SKUs. It can also be used if you are sold out of certain products, but want everything else to continue to ship out.

Managing Inventory & Backorders

Backordered Inventory Lookup

  • First, navigate to the “Inventory” tab from the Dashboard or Home Page in ShipHero.
  • Next, select “Products” from the dropdown menu.
  • From this screen, you can search specific SKUs or products to view inventory counts for any item. You will also have the ability to place filters on the search to find specific types of products.
  • To see backordered items, you can select the top dropdown option (“BackOrder”) from the “Filters” section on the left hand side.
  • From the “Backorder” dropdown, select “Show Backorder” to see the list of SKU(s) that are currently on backorder.
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