# How an order flows through our systems

Source: https://handboek.snelparts.com/en/order-processing.md

> How an order moves from intake to delivery through our systems, and who is responsible for each step.

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](https://handboek.snelparts.com/en/packing-manual.md), [Shipping instructions](https://handboek.snelparts.com/en/shipping-instructions.md) and [Returns & refunds](https://handboek.snelparts.com/en/returns-and-refunds.md) pages.

## The route in short

An order always goes through the same five steps:

1. **Order comes in** — via the webshop (WooCommerce / Shop4trac).
2. **Picking** — with the scanner in Picqer, in batches of 20 orders.
3. **Packing** — check, into the right box, with the packing slip and a thank-you card.
4. **Create shipment** — DPD via Picqer/Sendcloud, UPS via the webshop.
5. **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](https://handboek.snelparts.com/en/packing-manual.md).

## 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](https://handboek.snelparts.com/en/shipping-instructions.md).

## 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](https://handboek.snelparts.com/en/organizational-structure.md) page.