Resolve a packing question#
A packer finds that part of an order is not ready. Open the order and write what is available and what decision is needed. Mention the person responsible for the decision using the picker.
Describe the situation
“One item is waiting on stock. @Sam Wilson, please confirm whether to hold this order or split the shipment.” Select Sam from the picker before posting.
Read and reply
Sam opens the bell notification and replies with the decision on this order.
Record the outcome
The packer follows the agreed process in BigCommerce and adds “Packed the available items; remaining item will follow.”
A comment records the decision; it does not automatically split a shipment or update fulfilment.
Hand over between shifts#
Before finishing a shift, review the orders still needing attention. Post a concise update on each relevant order: what is complete, what remains and who should act next. Mention the incoming teammate after confirming they have opened the app.
A useful handover might be: “Address confirmed with the customer. Label still needs printing. @Jamie Chen, please finish packing on the morning shift.” Select Jamie from the picker. The next person starts with Notifications, then checks Unread for any other activity.
Read markers are personal and do not mean a task is completed. Add an outcome comment when the handover action is finished.
Follow up a delivery issue#
Use the order conversation to keep the team’s investigation together. Record the issue, the next check and the person handling it. Use BigCommerce and your normal customer-contact tools for customer communication.
After checking with the carrier, add a factual update such as: “Carrier confirmed redelivery tomorrow. Customer advised through our usual support channel.” Mention someone only if a new action is required.
Order Chat does not send your comments to the customer, manage carrier bookings or turn a mention into a tracked task. Keep the final outcome in the conversation so colleagues can understand what happened.