Frequently Asked Questions

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title: Frequently Asked Questions
description: Answers to common questions about OmniOrders — getting started, orders, inventory, warehouses, transfers, integrations, and troubleshooting.
---

Quick answers to the most common questions about OmniOrders. Use `Ctrl+F` / `Cmd+F` to search, or browse by topic below.

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## General

### What is OmniOrders?

OmniOrders is a cloud-based Order Management System (OMS) that centralizes eCommerce operations — orders, inventory, products, purchasing, transfers, returns, and integrations — in one platform. It connects all your sales channels, warehouses, suppliers, and carriers so your team can manage everything from a single dashboard.

### What integrations does OmniOrders support?

OmniOrders integrates with 20+ platforms including Shopify, Amazon, eBay, WooCommerce, and more. It also connects with shipping carriers (FedEx, UPS, USPS, DHL), accounting tools (Xero, QuickBooks), and 3PL warehouse management systems like [ShipEdge](https://www.shipedge.com). See the [Integrations Overview](/integrations/overview/) for the full list.

### Does OmniOrders integrate with EDI or ERP systems?

Yes. OmniOrders supports enterprise-level integrations including EDI (Electronic Data Interchange) connections via CommerceHub, SPS Commerce, and OpenText. It also integrates with ERP systems like Xero and QuickBooks for seamless financial synchronization.

### Can I set up custom user roles and permissions?

Yes. OmniOrders includes a robust Role-Based Access Control (RBAC) system. Administrators can create custom roles with specific permissions, ensuring that team members only have access to the features, warehouses, and data necessary for their jobs.

### Is there a mobile app for OmniOrders?

OmniOrders is a web-based application optimized for desktop and tablet browsers. There is no dedicated mobile app, but the interface is responsive and accessible from any modern browser on mobile devices.

### How do I contact OmniOrders support?

Visit [omniorders.com](https://omniorders.com) for support options. You can also reach out through the feedback widget available on every documentation page, or contact your account administrator for organization-specific questions.

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## Orders

### Why can't I edit an order?

Only **Draft** orders can be edited. Once an order moves to Open or any other status, direct editing is locked. To make changes:

1. Clone the order to create a draft copy
2. Cancel the original order if needed
3. Edit and submit the cloned order

For more detail, see [Order Status & Workflow](/orders/status/).

### Why is my order stuck in error status?

Error status means the order has a problem that must be resolved before processing can continue — typically an address issue, inventory shortage, or configuration mismatch.

- **Address issues** — Use "Verify Address" to validate shipping information
- **Inventory problems** — Check that items are in stock at the fulfillment location
- **Configuration errors** — Review shipping method, carrier, and warehouse settings

Fix the underlying issue, then use **Re-Open Order** to return it to processing.

### How do I release multiple orders at once?

Use **bulk actions** from the Orders view to hold or release groups of orders at once. Filter orders by status, select the ones you need, and apply the desired action. You can also set up automation rules to handle status changes automatically. See [Managing Orders](/orders/managing/) for details.

### Can I customize order statuses or add new ones?

Order statuses in OmniOrders are fixed system values and cannot be renamed or added to. However, you can:

- Use **order tags** to add custom labels
- Add **notes** to track additional information
- Create **custom reports** filtered by status

### Does OmniOrders support B2B or wholesale orders?

Yes. OmniOrders supports B2B workflows through Customer Groups. You can segment buyers, apply specific wholesale pricing tiers, and set custom order routing rules based on the customer type.

### Can I manage returns (RMA) in OmniOrders?

Yes. OmniOrders has a dedicated Returns module where you can generate Return Merchandise Authorizations (RMAs), track return shipments, and process items back into inventory once they are received and inspected.

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## Inventory & Warehouses

### How often does inventory update?

Inventory syncs from connected integrations (like [ShipEdge](https://www.shipedge.com)) based on your integration settings. Real-time updates happen for actions performed directly in OmniOrders. Contact your administrator to confirm the sync frequency configured for external warehouse connections.

### What warehouses appear in the dropdown?

Only active fulfillment locations connected to your OmniOrders account and set to display in menus will appear. Specifically, they must be:

- Active (not archived or disabled)
- Connected to your OmniOrders account
- Set to display in menus

### Why don't I see all my fulfillment locations?

The Warehouses page shows [ShipEdge](https://www.shipedge.com) warehouses only. Local warehouses and other 3PL types are managed separately in the [Fulfillment Locations](/inventory/locations/) section.

### Does OmniOrders support dropshipping?

Yes. Dropshipping is supported as a native fulfillment method. You can configure specific suppliers as dropship vendors, and OmniOrders will automatically route eligible orders directly to them for fulfillment without requiring you to hold the inventory.

### What does "Not Data Available" mean?

This message means the selected warehouse has no records for the current filters, or there is a sync issue. Check:

- Whether the warehouse has orders or inventory data
- Whether there is a sync issue with your connected integration
- Whether your filters are too restrictive — try clearing them

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## Transfers

### Can I edit a transfer after creating it?

Only **Draft** transfers can be edited or removed. Once a transfer is confirmed, it cannot be edited or cancelled. Double-check all details before confirming.

### What if inventory arrives damaged?

When receiving the transfer, adjust the received quantities to reflect only undamaged units. Document the damage in the receiving notes for your records.

### How do I know when inventory arrives?

Monitor transfer status from the [Transfers](/transfers/overview/) page. When the destination location receives items, the transfer status and received quantities update automatically.

### Can I cancel a transfer?

Only **Draft** transfers can be removed before they are confirmed. Once a transfer is confirmed, it cannot be cancelled — you would need to create a new transfer in the opposite direction to correct the inventory movement.

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:::tip[Can't find your answer?]
Use the **search bar** (`Cmd+K` or `Ctrl+K`) to find any topic across the documentation, or use the **Ask AI** buttons in the sidebar to get help from ChatGPT, Claude, or Grok.
:::