How do I add new users?
Navigate to Users under the Administrative menu.
How do I grant permissions to a user?
After creating the user, click the 3 dots next to the user → Edit Permissions. Configure permissions as needed.
I can't log in with my device / the token doesn't work.
Try deleting the device and connecting it again with a new token. If it doesn’t help, contact support via Slack or [email protected].
How do I create an ASN (Advanced Shipping Notice) for a client?
In PackemWMS, the ASN process is handled through Purchase Orders (POs) and associated Packing Lists. To create an ASN:
You can watch our quick tutorial video on Purchase Orders here:
Note: In Packem, the term "ASN" is synonymous with Purchase Order.
How do I mark an order as shipped and add tracking information?
Go to the Order page, change status to Complete, and enter shipping cost and tracking number. This closes the order and deducts inventory.
If an order is manually entered and has an email address, how does the customer get the tracking email?
Emails are sent only to the customer portal login, not to the email address in the order.
How do I place and ship an order if my Canada Post account isn’t activated yet?
Place the order in the system and select “Label Provided” or “Other” to ship manually.
What’s the difference between Order Ship Date Range and Order Ship By Date Range filters?
How can I see all SKUs in a completed order?
Click the link in the Item Count column to view all SKUs in that order.
How can I add ad-hoc charges (like customs or freight) as separate line items on a client invoice, even after the order has already been shipped?
When generating an invoice for a client, you can manually add a new line item for any ad-hoc charge:
Why does an order show as picked and have a label, but the status isn't marked as complete?
When using Batch Ship, the system first creates a record in the Batch Orders section (under Work Queues) section while it's processing the shipping labels in the background.
Label generation can take a few seconds or minutes depending on the size of the batch or carrier response time.
Once the labels are fully generated, the “Complete” button will appear - at that point, you can manually mark the batch as complete.
Until that step, the status will remain in progress even if the label was printed.
Why do some orders appear in a different billing period than their order date?
This usually happens because of the billing setup. Depending on configuration, billing may trigger based on the order date, pick/pack completion date, or shipment date. For example, if billing is set to occur after an order is picked, the invoice will fall into the period when the pick ticket was completed - not the original order date.
If you see discrepancies, review your billing configuration to confirm which event is driving invoice generation.
How do you create a return on a "Partial" Order?
Can you set up the “Ship By” date without editing each order individually? Can it be done by SKU?
You can configure “Ship By” dates in bulk by creating a Custom Rule on the Client Detail Page under the Rules Management tab. Currently, the available options for the rule are limited to Ship By same day or next day.
Where can I add “Ship by” dates to their orders?
There is a field for “Ship by Date” directly in the order details where you can enter the desired date.
Can I cancel an order after it has already been completed?
Yes, to do so, go to the order page and click “Void Pack.” This action rolls the order back from the completed state. Once the pack is voided, you can then change the order status to “Cancelled.”