Retail Order Not In Queue

Troubleshoot a Retail Order Missing From a Queue

Symptom

A retail order exists in Flourish, but it does not appear in one of these places:

The in-store, pickup, or delivery queue in Retail POS
Retail > Purchases > Fulfillment in Flourish Web
The retail fulfillment queue in the mobile app
The list of orders available to add to a delivery route

Applies To

Product area: Retail POS and retail delivery
Surfaces: Flourish Web, Retail POS, and the Flourish mobile app
Integration or jurisdiction: Core workflow; integration-specific errors may require further investigation.

Resolution

1. Find the Order and Check Both Statuses

In Flourish Web, locate the purchase and note its order status and payment status. Use the retail status reference to confirm where the order is in the workflow.

An order in the wrong status may appear in a different queue or may not yet be eligible for the action you're trying to complete.

2. If the Order Is Missing From Fulfillment

Confirm that the order was sent to fulfillment and is in Submitted status. An order must be Submitted before it can be packed in Flourish Web.

If the order is still Created, return to the cart and send or submit it for fulfillment.

3. If the Order Is Missing From the Mobile Fulfillment Queue

The mobile fulfillment queue shows open orders and defaults to Submitted orders ready to pack. Clear or change any status filter, then search by order number or customer name. You can also scan the order ID.

The mobile app currently supports fulfillment of pre-packed inventory only. It does not support creating or modifying orders or fulfilling weight-based deli-style items.

4. If the Order Is Missing From the Pickup or Delivery Queue in POS

Confirm the order type and status:

Pickup orders must follow the pickup packing workflow before checkout.
Delivery orders must be added to a route and marked Out for Delivery before they appear in the delivery checkout workflow.
An order marked Undeliverable is removed from the Delivery queue in POS.

5. If the Order Is Missing When Adding Purchases to a Delivery Route

The order must meet all three conditions:

Be in Packed status.
Have a delivery date that matches the route's delivery date.
Not already be assigned to another delivery route.

Correct the status or date as appropriate. If the order is already assigned, open its current route before making changes.

6. Confirm You Are Viewing the Correct Facility or Store

Inventory and order fulfillment are store-specific. Confirm the order's facility matches the facility or store you're currently viewing.

7. Check Permissions and Configuration

Confirm the user's role permissions allow viewing and fulfilling orders for this queue, and confirm the facility configuration enables the fulfillment method (in-store, pickup, or delivery).

When to Contact Support

Contact Flourish Support if the order meets the status, date, assignment, facility, permission, and configuration requirements above but still does not appear. Include:

Facility and store
Purchase ID
Order type
Order and payment statuses
Scheduled pickup or delivery date
Expected queue
Whether the order is assigned to a delivery route
A screenshot of the queue filters and the order details