Merging Orders
Combine orders for the same customer into one parcel, and unmerge them if plans change.
What Merging Does
Merging combines two or more orders for the same customer into one order, so they are picked, packed and sent as a single parcel. It saves on postage and packaging, and the customer gets everything in one delivery.
Helm keeps a record of what was merged. The items from each merged order are grouped in the new order, and you can unmerge them later if you need to.
Example: a customer buys a hoodie in the morning and comes back for a hat in the afternoon. Both orders are going to the same address, so you merge them and send one parcel instead of two.
Which Orders Can Be Merged
Orders can only be merged when they:
are for the same customer and going to the same shipping address, and
come from the same store and channel.
Warning: some marketplaces do not allow merged orders. Amazon and Temu orders cannot be merged. TikTok orders cannot be merged when they use Collection by TikTok.
How to Merge Orders
Go to Orders and tick the orders you want to merge.
In the bar at the bottom, choose Actions > Advanced Actions > Merge Orders.
Check the number of orders in the window and click Confirm.
The merge runs in the background. You can follow it in The Jobs Queue. If any orders do not meet the rules above, they are not merged.
What You See After a Merge
Items merged from order: in the order's items, the lines that came from each merged order are grouped under that order's number.
Merged Orders: a table on the order lists the orders that were merged into it and when.
Unmerging Orders
If you merged orders by mistake, or the customer wants them sent separately after all:
Open the merged order.
Find the group of items you want to separate and click Unmerge.
Confirm in the Unmerge Items window.
Helm takes those items out and recreates the original order.
Merging Orders Automatically
If you often get several orders from the same customer, turn on Auto Merge Orders in the channel's settings. Helm then merges matching orders from that channel for you, using the same rules as a manual merge.
Tip: try a manual merge on a few orders first, so you know what merged orders look like before you switch on Auto Merge for a whole channel.
Best Practices
Merge before you pick where you can, so the team picks one order instead of two.
Check the address on both orders before merging. A small difference, such as a missing flat number, matters to the courier.
Tell your customer service team when orders are merged, so they can find the right order if the customer gets in touch.
FAQ
Why were my orders not merged?
Why were my orders not merged?
The orders probably did not meet the rules. Check that they are for the same customer and address, come from the same store and channel, and are not Amazon, Temu or Collection by TikTok orders. The job in The Jobs Queue shows what happened.
Can I merge orders from different channels?
Can I merge orders from different channels?
No. Orders must come from the same store and channel.
Can I merge more than two orders?
Can I merge more than two orders?
Yes. Tick all the orders you want to combine before choosing Merge Orders.
Can I undo a merge?
Can I undo a merge?
Yes. Use Unmerge on the group of items in the merged order. Helm recreates the original order.
What is the difference between merging and splitting?
What is the difference between merging and splitting?
Merging combines several orders into one. Splitting moves items from one order into a new order. See Splitting Orders.
Merging the right orders saves you time, packaging and postage, and gives your customer one delivery instead of several.
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