Resetting Orders

Order resetting is a powerful tool for managing fulfillment workflow, correcting issues, and controlling shipping costs. When you reset an order, Cahoot recalculates the optimal fulfillment location and shipping method based on current inventory availability and the delivery date you specify. Only orders in No Match Found or Excluded status can be reset.

Most Common Use Cases: Resolving "No Match Found" status, correcting invalid addresses, addressing inventory availability issues, updating missing Alias SKUs, or manually controlling which orders Cahoot fulfills.

Critical for Cost Control: The Channel Latest Deliver By Date you set during reset directly determines shipping costs. Resetting old orders without adjusting this date will cause expensive overnight/express shipping. See the Managing Channel Delivery Dates section below for details.

📝 Step-by-Step: How to Reset an Order

Follow these steps to reset any order in Cahoot:

1Navigate to the specific Sales Order page you want to reset.

Example URL format: https://app.letscahoot.net/salesordersearch/salesorder/1234567

2On the Sales Order page, click the dropdown arrow next to the Actions button and select Reset Order.

Reset Order dropdown menu

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3In the Reset Order dialog, review the Cahoot Ship By Date and adjust the Channel Latest Deliver By Date if needed (see next section for critical guidance on this).

Reset Order dialog

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4Click Reset Order to confirm.

What Happens Next: The order returns to "Received" status and Cahoot automatically recalculates the optimal fulfillment location based on current inventory availability and shipping cost. The system will assign the order to the appropriate Cahoot Fulfillment Partner and automatically generate shipping labels according to your configuration.

After Reset: The Estimated Shipping Cost on the Sales Order page will update to reflect the actual cost from the assigned fulfillment location.

⚠️ Managing Channel Delivery Dates - Critical for Cost Control

The Channel Latest Deliver By Date you set during order reset has a direct and significant impact on shipping costs. Understanding how this works is essential for cost-effective fulfillment.

How Cahoot Calculates Shipping Methods

When you reset an order, Cahoot's system works as follows:

Cahoot Ship By Date: This is when the order will ship from the warehouse. If you reset before 2:00 PM local time at the fulfilling warehouse, it ships the same day. After 2:00 PM, it ships the next business day.
Channel Latest Deliver By Date: This is the delivery deadline you're setting. The system calculates shipping methods to ensure delivery by this date.
Rate Calculation: Cahoot selects the cheapest shipping service that will deliver by your specified Channel Latest Deliver By Date.

Common Costly Mistake: If you reset an old order without changing the delivery date, you'll create expensive express/overnight labels. For example: Order comes in on November 25th with a November 27th delivery date. You reset it on December 1st without changing dates. Result: System sees it needs to deliver by November 27th (already past) or December 2nd and will use expensive overnight shipping.

Strategic Date Management by Sales Channel

For Amazon Orders (with Delivery SLAs):

Option 1 - Meet SLA (Higher Shipping Cost): Keep the original Amazon Latest Deliver By Date. This ensures on-time delivery per Amazon's standards but may require express shipping, increasing costs.
Option 2 - Reduce Cost (Potential Metrics Impact): Change the Channel Latest Deliver By Date to a future date. This allows Cahoot to use the cheapest shipping method but may result in late delivery according to Amazon's SLA, potentially affecting your seller metrics.
Consider: For non-Prime orders with flexible delivery windows, changing the date often has minimal impact on metrics while significantly reducing shipping costs.

For Shopify, eBay, and Other Channels (without Strict SLAs):

These channels typically don't enforce strict delivery SLAs or penalize late deliveries
Recommendation: Always adjust the Channel Latest Deliver By Date to a future date (7-10 days out) to ensure the most cost-effective shipping
You can deliver faster than promised without penalty, so this approach minimizes risk

Best Practices for Date Selection

When resetting old orders: Always change the delivery date to at least 5-7 days in the future to avoid express shipping charges
For time-sensitive orders: Keep the delivery date close to the original if meeting SLAs is critical
For cost optimization: Set delivery dates further out (7-10 days) to guarantee ground shipping rates
Review estimated shipping costs: Check the "Estimated Shipping Cost" on the Sales Order page before finalizing to confirm the rate is acceptable

🔍 Before You Reset - Resolve the Original Issue First

Order reset is a tool for triggering the fulfillment assignment process, not for fixing underlying problems. Before resetting any order, ensure you've addressed the root cause that prevented automatic assignment.

Common Issues That Require Resolution Before Reset:

Inventory Availability: Verify sufficient inventory exists at a Cahoot Fulfillment Partner location for all order items
Missing Alias SKUs: Ensure all products in the order have proper SKU mappings configured (see Adding Alias SKUs)
Invalid Shipping Address: Correct any address validation errors or incomplete shipping information
Product Configuration: Verify products are enabled for Cahoot fulfillment
Warehouse Availability: Confirm partner warehouses are accepting orders and not in holiday/closure periods

Important: If an order remains in "No Match Found" status after reset, this indicates the underlying issue has not been resolved. Do not repeatedly reset orders - instead, investigate and fix the root cause.

Common "No Match Found" Causes:

No inventory available at any partner warehouse
SKU mismatch or missing Alias SKU configuration
Product is NOT configured for warehouse exchange (Non-Cahoot SKU)
Address outside serviceable areas for available inventory

Pro Tip - Quick Inventory Check: Hover over the Qty Ordered number to see a popup showing which fulfillment locations have this SKU in stock. This helps diagnose fulfillment issues:

Popup shows locations: SKU is configured in Cahoot. Check the quantities for each location.
No popup appears: This is a Non-Cahoot SKU that hasn't been configured for fulfillment. You'll need to add Alias SKUs before Cahoot can fulfill this order.
Red warning triangle appears: Either the SKU is out of stock at all locations OR an Alias SKU was configured after the order was received. Reset the order to attempt fulfillment with the updated configuration.

See Why Orders Get Stuck in No Match Found for detailed troubleshooting guidance.

📋 Finding Orders That Need Resetting (NMF/Excluded Status)

Use these steps to identify orders that may need resetting, either due to "No Match Found" or "Excluded" status:

1Navigate to Orders > All Orders.

2Set the From Date filter to narrow your search to a specific time period.

3Use the Order Status dropdown to filter for Excluded and/or No Match Found status, then click Go.

4Review the filtered orders and click into individual Sales Order pages to reset each order one at a time.

Note: Bulk order reset is not currently available. If you need to reset large volumes of orders regularly, submit a feature request to help prioritize this enhancement.

Understanding Order Statuses

No Match Found: Order could not be assigned to a fulfillment partner, typically due to inventory availability, SKU configuration, or address issues
Excluded: Order was explicitly excluded from Cahoot fulfillment, either automatically or manually by user action
Match Confirmed: Order is Assigned to a Cahoot Fulfillment Partner and shipping label will soon get automatically created

❓ Frequently Asked Questions

Q: Can I reset multiple orders at once?
A: Bulk order reset is not currently available. Each order must be reset individually through its Sales Order page.

Q: What happens if I reset an order multiple times?
A: Each reset triggers a fresh fulfillment assignment calculation. If the order keeps returning to "No Match Found," this indicates an underlying issue that needs to be resolved before reset will be effective.

Q: Will resetting an order cancel any existing shipping labels?
A: If a shipping label was already created, you cannot reset the order until you void the label / remove the order from Cahoot fulfillment.

Q: Why does the estimated shipping cost change after reset?
A: The initial estimated shipping cost is based on shipping from your default location. After reset, Cahoot assigns the order to the optimal fulfillment partner based on inventory and shipping cost, and the estimate updates to reflect that actual location's rates.

Q: What's the 2:00 PM cutoff time for?
A: The 2:00 PM cutoff (in the warehouse's local time zone) determines same-day shipping. Reset before 2:00 PM and the order ships that day. Reset after 2:00 PM and it ships the next business day. This affects the Cahoot Ship By Date shown in the reset dialog.