Managing orders, acknowledgement, and handling time
How orders reach your dashboard, what acknowledging does, how handling time is measured, and when a cancellation counts against you.
title: Managing orders, acknowledgement, and handling time description: How orders reach your dashboard, what acknowledging does, how handling time is measured, and when a cancellation counts against you. topic: seller-help order: 30 updated_at: "2026-08-07" phase: live tags: [seller, orders, fulfillment, handling-time] related: [shipping-labels-and-tracking, handling-returns, performance-standards]
When a buyer's cart contains items from several sellers, Wehoz splits it at checkout: each seller gets their own fulfillment, your slice of the order, with its own status, its own label, and its own tracking. You only ever see and ship your part.
The order lifecycle on your side
- New order arrives. It appears under Orders and Fulfillments in your dashboard, and you're notified per your notification settings.
- Acknowledge it. Acknowledging tells us (and the buyer) you've seen the order and are on it. You can enable auto-acknowledge in Settings → Operations if you'd rather every order confirm instantly.
- Ship it. Buy a label through the dashboard or use your own carrier, then mark the fulfillment shipped with tracking. See Buying labels and using your own carrier.
- Delivery. Tracking updates flow back automatically and the fulfillment completes.
Handling time: the clock that matters
Your default handling days setting (Settings → Operations, default 1 day) is your promise for how fast you ship after an order is placed.
The on-time measurement is mechanical: a fulfillment counts as shipped on time when it ships within your handling days plus one day of grace, measured from when the fulfillment was created. Ship a 1-day-handling order within 2 days and you're on time. This feeds directly into your performance scorecard, where the target is a 90% on-time rate.
You can also set blocked fulfillment dates in Settings → Operations for days you can't ship (holidays, inventory counts).
Cancelling a fulfillment
You can cancel a fulfillment from the dashboard before it ships. Be aware of two things:
- Cancellations count against your cancellation rate, with a 2.5% ceiling on the performance scorecard. Cancel because you oversold and it's your metric that takes the hit; one more reason to keep inventory counts honest.
- If payment was captured, the buyer must be made whole; refunds are issued through the dashboard and come out of your Stripe balance.
Refund requests
Refunds tied to returns run through the returns workflow; see Handling returns. For refunds outside a return (a goodwill refund, a shipping mishap), use the refund request action on the fulfillment; refunds appear under Refunds in the dashboard.