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Documentation Index

Fetch the complete documentation index at: https://docs.arcuserp.com/llms.txt

Use this file to discover all available pages before exploring further.

Use this guide when an order does not move forward normally. The safest next step depends on what already happened: approval, payment, packing, shipment, invoice posting, refund, return, or cancellation.

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Start From The Order Detail Page

Open the order and read the top of the detail page before you change anything. The header and action area show the order type, order status, payment status, fulfillment status, customer, addresses, available actions, and any exception banners.
Order detail page with customer context, address cards, status badges, action buttons, documents, progress, and line items
Use these signals together:
  • Order status: draft, open, processing, cancelled, archived, or another lifecycle state.
  • Payment status: unpaid, paid, payment terms, processing, partially refunded, or refunded.
  • Fulfillment status: unfulfilled, partial, or fulfilled.
  • Visible banners: approval, hold, ACH clearing, dispute, overcharge, RMA, ship-complete shortage, or marketplace guidance.
  • Available actions: unavailable buttons usually mean Arcus is protecting payment, inventory, shipment, invoice, return, or accounting history.

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Approval Banner

When Manager Approval Required appears, the order total exceeds the approval threshold for your entity. Confirmation is blocked until the order is approved. What to do:
  1. Review the order total, prices, discounts, shipping, and tax.
  2. Have a manager, admin, or owner review the order.
  3. If the order is correct, the approver clicks Approve Order.
  4. If the order should be changed, the approver clicks Reject and can add a reason.
  5. After approval, confirm the order or continue the normal payment and fulfillment workflow.
Important safeguards:
  • The person who created the order cannot approve their own order.
  • Non-approvers see that the order is awaiting a manager.
  • Rejection does not delete the order. It sends the order back for revision.
  • The customer cannot be charged while confirmation is blocked by approval.

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Hold Banner

When an order is on hold, Arcus shows the hold type and reason. Common examples include credit-limit holds, manual holds, and fraud-review holds. Fulfillment is blocked while the hold is active. What to do:
  1. Read the hold reason.
  2. Resolve the business issue outside the order if needed, such as credit review, customer follow-up, or fraud review.
  3. A user with order edit authority can click Release Hold.
  4. After the hold is released, confirm the order or continue the next normal action.
Releasing a hold does not automatically confirm, charge, pack, or ship the order. It only removes the block so the order can move forward.

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ACH, Dispute, And Marketplace Blocks

Some banners do not ask you to fix the order fields. They tell you that another workflow must finish first.
Banner or stateWhat it meansSafe next step
ACH payment clearingThe payment is still settling. Packing and shipping are blocked until settlement completes.Wait for the expected settlement date, then retry fulfillment.
DisputedA chargeback was opened by the customer’s bank. Fulfillment actions are frozen.Open the dispute from the banner and follow the accounting dispute workflow.
Amazon order guidanceAmazon cancellations and refunds must start in Seller Central.Process the action in Amazon first, then let Arcus mirror the result.
eBay refund guidanceCustomer-initiated refunds usually belong in eBay Resolution Center.Use the marketplace path your team follows, then review the synced result in Arcus.
Do not use Pack with Arcus, Auto-Fulfill, or manual fulfillment to bypass these blocks.

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Overcharged Banner

When the overcharged banner appears, the customer was billed more than they owe. The banner shows the overcharge amount when available and can open the refund workflow for that amount. What to do:
  1. Review why the order was flagged.
  2. Confirm money was actually collected before issuing a refund.
  3. Click the refund action from the banner when available.
  4. Use a partial refund for the overcharged amount.
  5. Review the payment history after the refund posts.
The overcharge flag does not by itself refund the customer, change tax, void an invoice, or reverse accounting. Treat it as a visible correction marker and finish the needed payment or accounting action separately.

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Backordered Items

If the order has open backorders, the detail page can show a Backordered Items section. It lists the product, SKU, backordered quantity, filled quantity, outstanding quantity, expected date when available, and customer-notification markers. Use backorders this way:
  1. Leave unavailable items unpacked.
  2. Fulfill only the items that are physically leaving now.
  3. Use partial fulfillment when part of the order can ship or be picked up.
  4. Add internal notes when the remaining quantity depends on purchasing, receiving, manufacturing, or customer approval.
  5. After stock is received, review the backorder status before creating the next package.
Package detail showing package summary, missing label warning, item list, Add Item to Package, and Mark as Fulfilled button
Do not add future backorder quantities to today’s package just to make the order look complete.

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Failed Auto-Pack Or Auto-Fulfill

Auto-Fulfill validates the order, creates packages, rates shipments, purchases labels for shipped packages, checks serial numbers, fulfills eligible packages, and sends shipment notification when possible. Pickup orders skip carrier label purchase. If Auto-Fulfill fails or pauses, use the message shown in the dialog or toast to choose the fix:
  • No line items: add products before trying again.
  • Unpaid with no terms: collect payment or assign approved payment terms.
  • ACH still processing: wait for payment to clear.
  • Missing shipping address: add a shipping address or set the order to pickup when appropriate.
  • Freight order: build pallets or use the freight workflow instead of auto-pack.
  • Items do not fit boxes: adjust package setup, product dimensions, or pack manually.
  • Serial numbers required: enter serial numbers on the package, then finish fulfillment manually.
  • Label or rate problem: review addresses, package dimensions, carrier setup, Shippo, and shipping rules.
  • Dispute block: resolve the chargeback review before fulfillment.
If Repack with Arcus is blocked because an existing label cannot be voided, resolve the label issue first. Repacking changes package contents and may require label voiding before new labels can be purchased.

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Quote Conversion Exceptions

A quote can be converted into a sales order, or it can be converted directly into an invoice. Direct invoice conversion still runs the same confirmation checks that a sales order uses. If direct invoice conversion is blocked:
  • Clear credit holds or manual holds.
  • Complete approval if the order exceeds the approval threshold.
  • Add required addresses and line items.
  • Resolve delinquency acknowledgment if your policy allows proceeding.
  • Review stock, freight, and fulfillment requirements before retrying.
If conversion created a sales order but invoice creation did not finish, open the new sales order. Resolve the visible block, confirm it, then create the invoice from the order.

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Choose Cancel, Refund, Return, Archive, Or Delete

Pick the action that matches what already happened.
SituationUse this actionWhy
Draft or quote with no payments, packages, inventory movement, returns, or accounting historyDeleteRemoves a zero-history record. Use only when no audit trail is needed.
Order should stop before any shipment or partial fulfillmentCancel OrderReleases inventory reservations, voids labels when possible, reverses posted effects, and can route payment cleanup.
Money was collected but nothing shippedRefund, then cancel when neededThe customer balance must be corrected before or during order closeout.
Goods shipped or the order is partially fulfilledReturnShipped goods need an RMA, receipt, inspection, disposition, and refund or credit decision.
Invoice needs to be reversedVoid invoicePreserves history while reversing the posted invoice path. Open RMAs can block invoice voiding.
Completed, fulfilled, cancelled, or voided order should leave daily listsArchiveHides the order from normal work queues without changing history.
Customer return detail page with return status, items, disposition, refund, and timeline sections
Do not delete an order that has financial or operational history. Use cancel, refund, return, void, or archive so the audit trail stays intact.

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Order Detail Safe Changes

Order edits are safest before confirmation, payment, invoice posting, packing, shipping, or return activity. After work begins, Arcus limits edits based on what the order already touched. Use these rules:
  • Draft orders: most fields and line items can still change.
  • Open or processing orders with no fulfillment: line edits can still be allowed, but recheck reservations, tax, totals, and payment balance.
  • Partially fulfilled orders: only unpicked lines should be changed. Lines already being picked or packed are protected.
  • Fulfilled orders: do not edit line items. Use returns, refunds, or corrections.
  • Posted invoices: do not change GL-affecting totals. Use invoice, credit, refund, or return workflows.
  • Cancelled or voided orders: do not edit the order. Create the correct follow-up record instead.
  • Header-only corrections: addresses, notes, PO number, payment terms, due date, and sales agent can be available longer because they do not rewrite line, payment, or inventory history.
After any allowed edit, review subtotal, tax, shipping, order total, payment balance, approval state, and fulfillment state before the order moves forward.

Order Lifecycle and Safe Changes

Understand draft, open, paid, fulfilled, cancelled, and archived order states.

Record Customer Payments

Record payments, short pays, overpays, credits, and customer balance changes.

Order Fulfillment

Move an order from confirmed to picked, packed, shipped, or partially fulfilled.

Packing and Shipping

Handle packages, labels, freight, pickup, partial shipments, and shipping blocks.

Customer Returns

Create RMAs, receive goods, inspect items, choose disposition, and close returns.