One order, several parcels: recording a partial delivery
Published: · Updated: · Editorial review:
Published by Jeton Express · JETON EXPRESS SERVICE LIMITED
Connect order lines, parcels and outstanding quantities.
On this page
Contact usLines and fulfilment
Identify product, variant and quantities for each line. Record prepared, dispatched and outstanding units. Shopify documents splitting between locations based on stock and rules; confirm the reason for the split in your operation.
Products, parcels and statuses
Connect each parcel to its expected contents and transport references. Update the connection when packaging changes. Delivery of one parcel does not establish receipt of every product in the order.
Outstanding items and discrepancies
Communicate received and outstanding items separately. For discrepancies, record product, quantity and parcel and ask the seller whether a separate dispatch exists. Do not infer a refund outcome or loss from the overall order status.
The first package does not close the order
In an order with two products, the first package may contain only one line. Compare the units received with the expected contents of that package, as well as with the order total. Confirm whether the other line is being prepared, awaiting stock or leaving from another location. Keep the seller’s explanation and the date stated for that portion. A confirmed delivery for one package does not establish that the remaining products have been dispatched.
Record the link between line and package
For each line, record product, variant and quantities purchased, prepared, dispatched and outstanding. For each package, retain its reference, expected contents, operator and latest checked event. Add the units observed at receipt and any discrepancy awaiting clarification. If packing changes, update the link before sharing new references. The person answering the customer can then explain what arrived and the confirmed situation of each remaining portion, rather than relying on one overall order status.
When the second package reference is missing
If someone reports a second package without supplying a confirmed reference, record that information as unresolved. Ask the seller to identify the affected lines and confirm whether they remain in preparation or have departed. Tell the customer which details are verified and who must clarify the remainder. If units are missing from a received package, gather the expected and observed quantities before routing the enquiry. The overall order status alone does not establish a loss or a refund outcome.