This is where an order spends most of its life, and where it is most likely to get stuck. Chisel holds no stock, so the brand does the packing — every time.
The 24 to 48 hour rule
Agreed with Chisel on 17 September: a brand has 24 to 48 hours from the moment it is notified to pack the order.
The clock starts when the order reaches the brand, not when the customer paid. An order placed on Saturday night starts its clock the same way — brands are expected to work to the same window.
How to see what is stuck
- Open Orders in the admin.
- Look at the Brands and shipping box on any order. It shows one block per brand with that brand's items and status.
- Anything still on To pack more than two days after the order date needs a phone call.
You can also ask the Ops Assistant: "Any orders past their ship-by date?"
Chasing a brand
Call first, message second. The vendor portal does not send reminders yet, so a brand that is not looking at the portal will not know.
| Situation | What to do |
|---|---|
| Brand has not opened the portal | Call the contact on their Brands page. Check they have a login at all |
| Brand says the item is out of stock | Ask them to update stock immediately so nobody else buys it, then cancel that part of the order and refund |
| Brand is repeatedly late | Note it. The delivery charge is Chisel's cost, so repeated delays cost Chisel money as well as goodwill |
| Brand has no portal login | See Brands (vendors) — you can create one from the admin |
Multi-brand orders
Each brand packs on its own clock. One slow brand does not hold up the others — the customer simply gets their parcels on different days.
If one brand cannot supply at all, cancel only that brand's items and refund that portion. Do not cancel the whole order.
Next: 4. Order shipment