- Manual / Telephone Orders, customer-service representatives keying an order in directly (a phone order, a B2B order taken on email, a refund-and-replace).
- FBA Orders, Amazon Fulfilled-by-Amazon orders where Amazon does the pick-pack-ship and CloudHub holds the record but does not ship.
Manual / Telephone Order
The Manual / Telephone Order form is the customer-service order-entry surface. Used by CSRs who have a customer on the phone, on email, or on chat and need to create a new order without going through the marketplace storefront.How to open
Home > Deliver > Create a Order. Or via the [Deliver] services menu under Manual / Telephone Order.
The form
The form is divided into four sections.1. Shipping and Billing Address
Two side-by-side panels: Delivery Address:- Shipping Name.
- Address Line 1.
- Address Line 2.
- City.
- County.
- Country (dropdown).
- Post Code.
- Phone No.
- Email.
- A checkbox (Same as delivery address?) that copies the delivery fields when ticked.
- Otherwise: Buyers Name, Address Line 1, Address Line 2, City, County, Country, Post Code, Phone No, Email.
2. Products
A search field labelled Search For, with placeholder text “Enter Keyword or product code”. Type a SKU, EAN, or partial product title; click Get Details to look up the product. The matched products land in the Products in Basket table below.3. Products in Basket
| Column | What it shows |
|---|---|
| SKU | The SKU code added to the basket. |
| Product Name | The title. |
| Current Quantity | On-hand stock of the SKU. |
| Order Qty | Editable; the units to order. Defaults to 1. |
| Item Price | Editable; defaults to the master price but the CSR can override (e.g. apply an agreed discount). |
| Discount % | Editable percentage off Item Price. |
| Total | Computed (Order Qty * Item Price * (1 - Discount %)). |
| Actions | Remove the row. |
4. Order Notes
A free-text Order Notes input. Visible internally on the order; some workflows surface it on the picking note for the warehouse.5. Payment Details
A Confirm buyer made a payment checkbox. Tick it once payment is taken (cash on phone, payment link, manual card capture, BACS receipt). The order will not save without confirmation of payment. A blue Save button on the bottom-right commits the order. It then enters the standard CloudHub workflow at the appropriate stage.When to use it
- Inbound phone order from a customer who cannot or will not order online.
- B2B / wholesale order taken from a sales rep’s notebook.
- Refund-and-replace where the original order needs a replacement shipment.
- Internal order for staff or marketing samples.
- Kit or bundle order that the marketplaces do not represent natively.
FBA Orders
FBA Orders is the read-only queue of orders Amazon is fulfilling on your behalf. CloudHub holds the record so you have a single source of truth for sales, but the pick-pack-ship is happening at an Amazon fulfilment centre, not your warehouse.How to open
Home > Deliver > FBA Orders. Or via the [Deliver] services menu under FBA Orders.
Top filters
| Field | Purpose |
|---|---|
| Marketplace Account | Dropdown of Amazon accounts (e.g. Amazon - monogram-amazonuk). Only Amazon accounts appear here, by definition. |
| Order Search | Dropdown defaulting to Order ID plus a free-text search field. |
| Search, Clear Search, Export | Standard controls. |
Columns
| Column | What it shows |
|---|---|
| Source | Always an Amazon account (e.g. Amazon - monogram-amazonuk). |
| Order Date | When the order was placed at Amazon, with timestamp. |
| Order ID | Amazon’s FBA order ID, e.g. 205-1706875-4916327. The link opens the FBA order detail in Amazon Seller Central. |
| SKU | The SKU as Amazon FBA records it, often suffixed _FBA (e.g. DK002-RAS-9/10_FBA). |
| Product Title | The product title. |
| Qty Ordered | Units ordered. |
Pagination
Pagination at top and bottom (1, 2, 3, 4, 5, 6, 7, …, 211, »). Per-page selector (10, 25, 50, 100).Why FBA orders matter even though you do not ship them
Three reasons:- Sales reporting. The CloudHub dashboard and the [Analyse] reports merge FBA sales into the same revenue numbers. Without the FBA queue, your sales totals are wrong.
- Stock reconciliation. FBA stock and FBM (Fulfilled by Merchant) stock are accounted differently. The FBA Orders queue is the input to the FBA stock decrement.
- Repricing. The Compete module’s
FBA Productflag depends on knowing which SKUs are sold via FBA. The queue confirms that.
Order Export Status Monitor
When CloudHub processes an order (dispatch confirmation, cancellation, refund), it has to write the event back to the source marketplace via the marketplace’s API. The Order Export Status Monitor is the audit log of those outbound events.How to open
Home > Deliver > Order Export Status Monitor. Or via the [Deliver] services menu.
What it shows
Each row is one outbound order event:- Timestamp of the export.
- Order ID (CloudHub’s internal ID and the marketplace’s order ID).
- Marketplace Account.
- Event Type: Dispatch Confirmation, Cancellation, Refund, Tracking Upload, etc.
- Status: Sent, Acknowledged, Failed, Pending Retry.
- Marketplace Response: the API response body or error message.
- Retry Count: how many times CloudHub has retried the event.
How to use it
When a marketplace says “we never received your dispatch confirmation for order X”, open the monitor, search for the order ID, and check the status. IfFailed, the response body tells you why (auth expired, marketplace rate-limited, malformed payload). If Sent, the marketplace did receive it; the issue is on their side.
Common failure modes
| Failure | What to do |
|---|---|
| Auth expired (Amazon SP-API token) | Refresh credentials in [Configure] > Marketplace Accounts. |
| Rate-limited | Wait; CloudHub will retry. |
| Order not found at marketplace | The marketplace cancelled or rejected the order; cross-check at the marketplace side. |
| Tracking number invalid | The tracking number does not match the carrier’s format. Re-key. |
Common questions
I created a manual order but it did not appear in Pending Orders. Check the Confirm buyer made a payment checkbox. Manual orders without payment confirmation are saved as drafts, not pending orders. Can I refund an FBA order from CloudHub? No. FBA refunds happen in Amazon Seller Central. CloudHub only displays FBA orders for visibility. The Order Export Status Monitor shows a failed dispatch confirmation. The customer says they got the tracking email anyway. Some marketplaces deliver the tracking via the carrier directly (Royal Mail Tracked, for example, generates a tracking email even if Amazon’s order-update API call failed). The customer experience can be fine even when the marketplace audit trail is broken. Still fix the audit trail; the marketplace metric (On Time Delivery rate, Late Shipment Rate) depends on it. My manual order’s Item Price defaults to a price I did not set. The default Item Price is the master Sale Price from the Inventory Hub. Override in the basket if you want a different price for this order. Some FBA orders have SKUs without the_FBA suffix.
Older FBA orders use the FBM SKU. The _FBA suffix convention came in later. Both still represent FBA orders.
Next steps
- Audit the order pipeline on the Deliver overview.
- Process FBM orders via the Scan, Pack and Ship workflow.
- Configure FBA replenishment in Optimise (FBA Inventory tab).
- Check shipping costs and late shipments in the [Analyse] reports.