How an order flows through our systems
This page gives the complete overview: how an order moves from intake to delivery through our systems, which step happens in which program, and who is responsible. Use it as the backbone — the individual steps are worked out on the Packing manual, Shipping instructions and Returns & refunds pages.
The route in short
An order always goes through the same five steps:
- Order comes in — via the webshop (WooCommerce / Shop4trac).
- Picking — with the scanner in Picqer, in batches of 20 orders.
- Packing — check, into the right box, with the packing slip and a thank-you card.
- Create shipment — DPD via Picqer/Sendcloud, UPS via the webshop.
- Hand-off to the carrier — label on, parcel ready for pickup.
Step 1: Order comes in
Customers order through the webshop. The order automatically appears in Picqer as an open order and in WooCommerce under Orders. From that moment the order belongs to the warehouse: nothing is left "stuck".
Step 2: Picking
The day starts at 9:00 with picking. In Picqer you create a batch of 20 orders, link the bins, and let the scanner guide you past the right locations. Pick UPS orders separately from DPD orders. The full procedure is in the Packing manual.
Step 3: Packing
At the packing table you scan the bin, check the products against the packing slip, and pack everything according to the packaging guidelines. The packing slip and a (hand-addressed) thank-you card go into the box. Unsure about a product, or something doesn't match? Report it to the Warehouse Manager immediately before continuing.
Step 4: Create shipment
The shipping method determines where you create the label:
- DPD — standard, via Picqer.
- UPS — via the webshop (WooCommerce), for example for countries outside the EU or when DPD is not available.
- Heavy or large shipments / multiple parcels — via Sendcloud.
The details, error messages and exceptions are in the Shipping instructions.
Step 5: Hand-off to the carrier
The label goes straight and centred on the top of the box. UPS Express parcels must be ready before 16:00 — that deadline is hard. After that the parcel is ready for pickup by the carrier.
Stuck orders
An order may never be left "stuck". If you can't solve it, escalate immediately (the Zero Leakage principle). Watch for these categories:
- Backorders — product (temporarily) out of stock.
- Paused orders — order is held up by missing info, often an address problem.
- Ghost orders — orders that stay open in Snelparts/Shop4trac while they should have been processed. These are checked daily.
Who is responsible for what
| Role | Responsibility in the order flow |
|---|---|
| Packer 1 & Packer 2 | Picking, packing and shipping. Packer 2 guards the 16:00 deadline for UPS Express. |
| Warehouse Manager | Overview during the 16:00 push, resolving "Red Alerts", daily ghost-order checks, financial processing of returns. |
| Product Manager | Prevents returns through clear product content and handles technical questions. |
| Ultimate Responsible | Escalations that fall outside the warehouse. |
A full breakdown of roles and KPIs is on the Organizational structure page.