There may be occasions where you have multiple open orders on your account which are being sent to the same recipient. For example, someone might have purchased an item from one of your integrated marketplaces, but realised they forgot something so they make an additional order soon after. If this happens, you may want to ship all the items they have ordered together, rather than processing them as separate orders. You can do this by merging orders.
Conditions
Merging orders is only allowed if the orders being merged are being sent to the same recipient and the same address. The following fields need to match on all the orders you are wanting to merge:
- Recipient title
- Recipient first name
- Recipient last name
- Recipient is a business (if applicable)
- Recipient EORI number (if applicable)
- Recipient AIRN (if applicable)
- Company name
- Address line 1
- City
- Postcode
- Country
- Trading name
- Despatch date (applies only to future dated orders)
Additional conditions:
- Orders must all come from the same channel
- Orders must be in New or Postage Applied status
- Order date must be within the past 31 days
- Orders must not have an IOSS number
- No more than 15 orders can be merged into one order
How to perform a merge
In this example, we have 3 new orders all going to the same customer:
On any one of these orders, click on the three dot menu next to the order number and select Manage order
On the Merge order section of the Manage order page, you should be able to see all of your open orders that satisfy the merging criteria ie. any orders that are mergeable. Tick all the orders that you wish to merge.
The orders you selected will be merged into the main order, ie. the one you initially selected to manage. The orders that were merged into the main order will disappear from your order overview and their contents will now belong to the merged order.
The products, weights, values and references from all the orders will be combined. The merged order can now be processed and you can ship all the contents as one single shipment.
For orders imported from integrations
Shipping updates
If you merge several orders and you process this order and set its status to Despatched, then all the original orders will be updated on your online store. This is dependent on the Mark orders as despatched on channel setting being enabled on this particular integration.
Order references
When you go into the order details of a merged order, you will be able to see the original channel order reference for each product.
This way you can always know exactly which order in your online store a certain product has come from, in case of any customer queries or refund requests.
Please note:
- Due to restrictions within the Import One-Stop Shop (IOSS) scheme, no order containing an IOSS number can be merged with another order. This applies to orders where an IOSS number was applied manually, automatically by Click & Drop or imported from one of your integrations.
- When merging multiple orders, if any of them are marked as containing dangerous goods your merged order will also be marked as containing dangerous goods. To find out more about shipping dangerous goods, please click here.