> ## Documentation Index
> Fetch the complete documentation index at: https://docs.pagamerican.app/llms.txt
> Use this file to discover all available pages before exploring further.

# How fulfillment works

> What happens to an order between the purchase and the delivery when a supplier fulfills it.

Every purchase made in the same checkout belongs to one order. Once the buyer has finished buying, the platform sends that order to the supplier of the main product, the supplier ships it, and the tracking code comes back to the order. Each step shows up in the order's status, in the order's **Timeline**, and in the emails the buyer receives.

This page explains each of those steps. To connect a supplier, start from its own page: [EagleLabs](/suppliers/eaglelabs), [RedRock](/suppliers/redrock) or [ShipOffers](/suppliers/shipoffers).

## From purchase to supplier

An order collects every purchase the buyer makes in one checkout: the main purchase, the order bumps added on the checkout, and the upsells and downsells accepted in your [sales funnel](/sales-funnel). All of them ship together, as one order.

The platform sends the order **40 minutes after the last approved purchase**. Each upsell or downsell the buyer accepts restarts that count, so a buyer who goes through the whole funnel still gets a single shipment with everything they bought. The window is the same for every account and every product.

Each order goes to **one supplier: the supplier of the main product**. The order bumps, upsells and downsells travel with it to that supplier, so sell them from the same supplier as the main product.

<Note>
  If a purchase in the order is refunded or charged back before the order is sent, the order is not sent to the supplier.
</Note>

## What the supplier receives

| Data | What is sent |
| - | - |
| Order number | The number in the **ID** column of **Orders**, which is also the number in the buyer's emails |
| Buyer | Name and email. RedRock and ShipOffers also receive the phone number |
| Shipping address | The address the buyer entered at checkout |
| Items | The **SKU** and the quantity of every item in the order |

<Info>
  The shipping method is not sent: the supplier chooses it. Use the order number to find an order in your supplier's own panel.
</Info>

## Products, offers and SKUs

Two settings link what you sell to what the supplier ships:

* **The supplier, on the product.** Choose it in the **Supplier** field when you create the product. **It cannot be changed after the product is created**, so pick the right one from the start. To move an existing product to another supplier, contact support.
* **The SKU, on each offer.** Fill in the **SKU** field of every offer with the SKU the supplier registered for that item, exactly as the supplier has it. This includes the offers you use as order bumps, upsells and downsells, since each item carries the SKU of its own offer.

The SKU is what tells the supplier which item to pick.

<Warning>
  An offer whose SKU does not match an item at the supplier **cannot be fulfilled**, so confirm your SKU list with the supplier before you start selling.
</Warning>

## Tracking and delivery

The **Supplier Status** column in **Orders** shows where each order is.

| Status | What it means |
| - | - |
| **In preparation** | The order is waiting to be sent to the supplier, usually during the 40-minute window |
| **Sent to supplier** | The supplier received the order and is preparing it |
| **Shipped** | The supplier shipped the order. The tracking code is now on the order |
| **In transit** | The carrier picked up the package |
| **Out for delivery** | The package is on its way to the buyer's address |
| **Delivery failed** | The carrier tried to deliver and could not |
| **Delivered** | The package was delivered |
| **Canceled** | The supplier canceled the order after a full refund or chargeback |

Once the order is **Shipped**, its **Timeline** tab shows the **Order shipped** step with the tracking code and, for the carriers the platform recognizes, a **Track order** button that opens the carrier's tracking page.

The platform emails the buyer along the way:

| When | Email subject |
| - | - |
| The main purchase is approved | Your purchase was received — Order #ID |
| The order is sent to the supplier | Payment confirmed — Here is your complete order summary |
| About 8 hours after the order is sent | We're getting your order ready for shipment |
| The supplier ships the order | Your order is on the way |
| The carrier picks up the package | Checking in on your order |
| The package is delivered | Your order has been delivered |

<Card title="Receive these updates in your own system" icon="webhook" href="/integrations/webhooks/order-status-updated" cta="See the Order status updated webhook" arrow horizontal>
  Subscribe to the Order status updated webhook to get each fulfillment step at your own endpoint.
</Card>

## Refunds, chargebacks and cancellations

When the **whole order** is refunded or charged back, the platform asks the supplier to cancel it. A cancellation is only possible **while the order has not shipped**. A refund of only part of the order, such as a single upsell, does not cancel anything at the supplier.

The outcome appears on the order's **Timeline**:

| Timeline step | What it means |
| - | - |
| **Order canceled at the supplier** | The supplier canceled the order. The status changes to **Canceled** |
| **Couldn't cancel at the supplier** | The supplier had already shipped the order |
| **Supplier cancellation under review** | The supplier's answer could not be confirmed. Check the order with the supplier |

## Changes after the order is sent

* **Shipping address.** Contact [support](mailto:support@pagamerican.com) with the order number. For EagleLabs orders, ask EagleLabs directly.
* **Supplier of a product.** Contact [support](mailto:support@pagamerican.com). The change applies to orders sent after it, not to orders the supplier already has.

## The supplier dashboard

**Suppliers** opens on the **Supplier Dashboard**, which counts the orders that contain products of your suppliers. Filter it by period (**7 days**, **14 days**, **30 days**, **All time period** for the last 12 months, or **Custom period**) and by product with **Filter by products**.

Each card has an info icon that explains what it counts.

| Card | What it counts |
| - | - |
| **Total orders** | Orders created in the period |
| **Processing** | Orders not sent to the supplier yet |
| **Processed** | Orders the supplier has shipped and the carrier has not picked up yet |
| **Delayed** | Orders sent to the supplier more than 48 hours ago that have not shipped yet |

The edit page of each supplier repeats the same cards under **Statistics**, counting only that supplier's orders. When **Delayed** grows, check those orders with the supplier.

## FAQ

**Can one order go to two suppliers?**
No. The whole order goes to the supplier of the main product, including order bumps, upsells and downsells.

**Can I change the 40-minute window?**
No. It is the same for every account and every product.

**Do I have to send the tracking code to the buyer?**
No. The platform adds the tracking code to the order and emails the buyer when the order ships.

**Can I cancel an order at the supplier myself?**
Not from the dashboard. Refunding the whole order makes the platform ask the supplier to cancel it, as long as it has not shipped yet.

<Card title="Need help?" icon="mail" href="mailto:support@pagamerican.com">
  Our team can help you set up your suppliers: [support@pagamerican.com](mailto:support@pagamerican.com)
</Card>


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