When an order isn't moving, it's almost always one of three things: we can't deliver to that country, there aren't enough units in the warehouse, or it's waiting for you to accept it. None of them fixes itself, so it pays to recognise them.
All three show in Orders, in the All tab: the two blockers appear as a red warning in the row's status column, in place of the normal status, and orders waiting for your go-ahead show as To accept.
“Out of area”: we don't reach that destination
This warning appears when the destination country isn't covered by any zone of our active carriers. With no carrier to take it there's no rate and no label, so the order never enters the picking queue. When you open the order you'll see the Outside our delivery area box at the top, with the country it's going to.
What to do
Check the address: sometimes the customer picked the wrong country at checkout. If so, fix it with “Edit order” and the warning clears itself.
If the destination is right but we don't serve it, refund the order in your store and tell your customer. The order stays in Furgox as a record, unpicked.
If it's a country you sell to often, write to us: extending coverage is a matter of adding that zone to a carrier, and once it's there the warning disappears from every order to that country.
Today we deliver to Spain, Portugal, Andorra and Gibraltar, and with GLS to a large part of Europe: France, Germany, Italy, the United Kingdom, the Nordic countries and many more. But not all of it: Luxembourg, Slovenia, Croatia, Malta, Cyprus or Iceland, for example, not yet. If you're going to sell outside Spain regularly, tell us before launching the campaign and we'll look into it.
How to avoid it from your store
The cleanest fix is not selling where we can't deliver: limit the shipping countries in your store settings to the ones we serve. That way the customer never even pays.
“Out of stock”: not enough units
The second blocker is more common than it looks. It kicks in in two cases:
The order asks for more units of an item than physically sit in the warehouse.
It uses a packaging that has run out and that you've set to Hold orders in the “If it runs out” column under Packaging.
We can't pick half an order, so it waits. The Out of stock warning shows in red on the order's row. The exception is orders To accept: they keep their status in the list, and the missing stock only shows when you open the order, where each affected product says how many units are missing in the warehouse.
What to do
Send us the missing units by creating an inbound: how to create an inbound. As soon as the reception completes, the order unblocks and joins the queue on its own.
If another product would do for your customer, open the order and click Swap for another next to the missing product. You pick one with available stock and the warehouse will pick that one instead. You can do it while the order is Pending or To accept and has no label; it only changes that order, so if the buyer needs to know, tell them yourself.
If what's missing is packaging, send us more or switch that box to Ship without it under Packaging: orders will go out without it. Explained in Packaging and rules.
If you're not restocking that item, cancel the order in Furgox and refund it in your store.
If the order has several items and only one is missing, write to us: we can look at shipping it partially.
Why it happens even when your store says there's stock
Usually one of these reasons, visible under Warehouse and Inbounds:
Goods in transit: you have an inbound created but not yet received. Until we process it, those units don't count.
Reception differences: if fewer units arrived than declared back then, your store may hold a more optimistic number than reality.
It's not the product, it's the box: the item is there, but a packaging you've set to “Hold orders” has run out.
“To accept”: waiting for your go-ahead
If you've switched on Accept the orders myself for a store in Integrations, its orders come in as To accept and the warehouse doesn't see them until you accept them. It's not an error: it's the option you chose. While there are any, you'll see the notice «You have N orders waiting for you to accept them» at the top of Orders, with the View them button.
Accept: the order moves to Pending and joins the queue.
Reject: it's cancelled here. Nothing changes in your store; if a refund is due, do it there.
An order To accept doesn't expire: if you do nothing, it waits indefinitely. If you'd rather not review them one by one, switch the option off in Integrations.
FAQ
Does the order pick itself once stock arrives?
Yes. As soon as the inbound completes and there are enough units, the order rejoins the queue without you touching anything.
Do you charge me for a blocked order?
No. We only charge handling for orders that are actually picked.
I fixed the address but it's still red
Refresh the list: the warning is calculated on page load. If it persists, the new country isn't covered either.
I can't get into Orders, the panel asks for my IBAN
If you haven't added your IBAN 14 days after signing up, the panel locks and only lets you into Settings → Payment methods and Billing. The warehouse keeps picking your orders, but you can't manage them (accept, edit, swap products…) until you add it.
If an order has been stuck longer than reasonable and you can't see why, message us with its reference from the panel chat.