> ## Documentation Index > Fetch the complete documentation index at: https://docs.vortexiq.ai/llms.txt > Use this file to discover all available pages before exploring further. # CloudHub Manual, Telephone, and FBA Orders > Two routes for orders that do not flow through a marketplace API. Manual / Telephone Order for CSR-keyed orders, FBA Orders for the Amazon FBA queue, and the Order Export Status Monitor for tracking outbound order events to marketplaces. Most CloudHub orders flow in automatically from a marketplace API: Amazon, eBay, OnBuy, and the rest poll, the order lands in [Pending Orders](/vortex-apps/cloudhub/deliver-orders#pending-orders), and the warehouse processes it. Two important exceptions break that pattern: 1. **Manual / Telephone Orders**, customer-service representatives keying an order in directly (a phone order, a B2B order taken on email, a refund-and-replace). 2. **FBA Orders**, Amazon Fulfilled-by-Amazon orders where Amazon does the pick-pack-ship and CloudHub holds the record but does not ship. This page covers both, plus the **Order Export Status Monitor** which audits outbound order events back to the marketplaces. ## 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**. **Billing Address**: * 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**. The two-address structure handles gift purchases and B2B orders where invoice goes to head office and goods go to a branch. #### 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. | A **Select Shipping Option** radio sits below the table with a dropdown defaulting to **Standard** and a quantity input for the shipping line. The summary on the right shows **Sub Total**, **Shipping Total**, and **Grand Total**. #### 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. The order does not push to a marketplace because there is no source marketplace; it lives entirely inside CloudHub from creation to dispatch. ## 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. | A volume caption sits at the top: **"There are 2105 FBA Orders in all Marketplace Accounts."** in the screenshot example. ### 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, ยป**). Per-page selector (10, 25, 50, 100). ### Why FBA orders matter even though you do not ship them Three reasons: 1. **Sales reporting**. The [CloudHub dashboard](/vortex-apps/cloudhub/dashboard) and the \[Analyse] reports merge FBA sales into the same revenue numbers. Without the FBA queue, your sales totals are wrong. 2. **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. 3. **Repricing**. The [Compete](/vortex-apps/cloudhub/compete-repricing) module's `FBA Product` flag depends on knowing which SKUs are sold via FBA. The queue confirms that. You cannot edit, ship, or cancel an FBA order from CloudHub; those actions belong in Amazon Seller Central. You can only view. ## 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. If `Failed`, 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](/vortex-apps/cloudhub/optimise-inventory/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](/vortex-apps/cloudhub/deliver-orders). * Process FBM orders via the [Scan, Pack and Ship](/vortex-apps/cloudhub/deliver-orders/scan-pack-ship) workflow. * Configure FBA replenishment in [Optimise](/vortex-apps/cloudhub/optimise-inventory) (FBA Inventory tab). * Check shipping costs and late shipments in the \[Analyse] reports.