Order Fulfillment.

The order management system

PerkUp’s OMS is the PerkUp Swag Platform — a Shopify store (perkup-swag) for orders and fulfillment, paired with Linear for the ticket that tracks each order’s work. There is no separate standalone OMS product; Shopify plus Linear is the system of record.

Orders route to a partner through Shopify Fulfillment Locations — one location per 3PL or print-on-demand partner. Locations in active use include: PerkUp Default, Topshelf, OrderDesk, Printful, Printrove, Backloads (Latvia), Lockwood, Cubbo, Rupt (OrderDesk), Gooten, Printify, and Zoroy (India). Orders that don’t auto-route to a partner are handled manually.

How orders are monitored

• Manual-order alerts — FlowBot posts “Manual Order #X needs fulfilling” into #orders-manual for orders that don’t auto-route to a 3PL/POD.
• Stuck-order alerts — #unfulfilled-alerts watches any order older than 21 days that is still unfulfilled.
• Outstanding-orders review — the weekly Order Management task flags Shopify orders older than 2 weeks; each review produces a Linear ticket summarizing findings and blockers.

Weekly cadence

The recurring Order Management checklist (owned on the operations side, weekly Fulfillment Report produced by Raphne) runs these standing tasks:

• Check Outstanding Orders on Shopify (orders > 2 weeks) and follow up or escalate.
• Review all open Shopify orders for unshipped or partial fulfillment.
• Prepare and post the outstanding-orders report before 1:00 PM ET every Friday.
• Resolve stuck DHL customs-fee payment links (create a Linear ticket for each).
• Check for discontinued products on Printful and flag or update listings (see below).

Who owns which status

Order status ownership is split (changed April 2026):

• Receiving Team owns the “Stocked” status — inventory is booked in (see 3PL Receiving).
• Project Coordinators own the customer pipeline from Proofing → Delivered.
• Receiving-confirmation ownership moved from Purchasing to CSM in March 2026.

Discontinued & out-of-stock items

There is no separate discontinued-items SOP; it is handled as part of order management and the bulk-order troubleshooting flow:

• Each week, check Printful for discontinued products and flag or update the affected listings.
• When a vendor item is out of stock or discontinued, notify the CSM with alternatives and let the CSM decide with the client.
• For a recipient already pointed at a dead item, refund or replace (see Refunds).