FAQs and Additional Resources 

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Find help for your MasonHub account, products, inventory, orders, shipping, and returns.

MasonHub Help Center

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Getting Started

Account Set Up

MasonHub Login

How to Connect Multiple Shopify Stores to MasonHub's OMS

Add or Remove Users

Subscribe to Email Notifications

Important Notices

Important Notices — BFCM Holiday Preparation & Customer Service Hours

Holiday Closure Schedule 2026

Video Tutorials 

SKU Management Overview Video

Order Management Overview Video

OMS Overview Video

Returns (RMAs) Overview Video

Oversell Policies Overview Video

Customer Support Process and Expectations

Shopify FAQ

Volume Forecasting

Shopify Order Management Via Fulfillment Service Integration

Claims for Lost in Transit and Damages

Standard Tech, Product, Solutions Architect Integration Support

Cin7 to MasonHub Integration Guide

Start Shipping

Pack-Out Guidelines

Understanding Your Rate Cards

General Information

Downtime Information

Scheduled Maintenance – Thursday March 19th (1:30 AM - 2:30 AM ET)

MasonHub API Scheduled Maintenance – March 19, 2026 (1:30 AM - 2:30 AM ET)

Overview

The main workflow customers need to understand.

Core Workflow

Troubleshooting notes for common blockers.

Common Issues

SKUs

Foundations & Best Practices

MasonHub SKU Character Guidelines

Create & Manage SKUs in Bulk via CSV Upload 📹

How to Search and Export SKUs in the MasonHub OMS 📹

Create & Edit SKUs, Supplies, Kits Manually 📹

Fix Duplicate or Incorrect Barcode Errors in Your Catalog

Best Practices for Creating & Editing SKUs

Add and Edit Barcodes to Existing SKUs

Shopify Integration & Sync

Pro-Tip: Syncing Draft Products with the "sync_draft" Tag

Syncing Unlisted Products from Shopify

Create Gift Cards in Shopify

Kits & Bundles

Guide to Handling Product Bundling / Kitting Apps in Shopify with MasonHub

Shopify Kits & Bundles: Supported Shopify Order Structures

Set Up Kits / Bundles

Dynamic vs. Assembled Kits / Bundles

Compliance & Special Handling

Products with Hazardous Materials (ORM-D)

Setting Up and Shipping Dangerous Goods (ORM-D)

New Hazmat SKUs Require Approval Before They Can Ship

Inventory Management

Managing Inventory

Inventory Statuses

Create Work Orders

Inventory Report

Lot & Expiration Date Management

Product Drops Management Guide: MasonHub Inventory Sync with Shopify

Understanding and Using the Inventory Roll Forward Report

Orders

Creating Orders

Upload Multiple Orders Directly in MasonHub’s OMS

Order Management 

Fraud Prevention

Fulfilling Checkout on Facebook & Instagram Orders

📦 Fulfilling TikTok Orders with MasonHub

Amazon FBA and FBM Guide and Recommendations

How to Reroute Your UPS Package

Introduction to Dropshipping with MasonHub

How to Select Shipping Methods When Creating Orders from Draft in Shopify

Multi-Facility Order Routing

Split Orders into Multiple Fulfillments (Backorders and Multiple Facilities)

Order Shorts and Refunding Your Customer

Making Order Changes In The MasonHub OMS

Editing Orders On Hold and Under Review

Create Individual Orders Directly in MasonHub’s OMS

Edit the Ship Method on an Order

Update a Customer's Address or Phone Number

Add or Edit a Note on an Order

Making Order Changes Via The Shopify Fulfillment Service Integration

Shopify Integration | Create, Edit & Cancel Orders

Shopify Order Tags

Set Backorder Priority via Shopify Tags

Order Processing Delay and Delay Tags

Shopify Tags | Quick Guide

Add or Edit a Value Added Services Shopify Order Tag on an Order

Manually routing a Warehouse Location with Shopify Tags

Order Statuses 

Order, Fulfillment, and Shipment Statuses

Rejected Orders

Declined Request for Cancellation in Shopify

Backorders

Manage Backorders & Oversell Policies

Edit Backorders

Prioritize Backorder Allocation & Fulfillment

Put an Order on Backorder without Creating an Oversell Policy

Can I split backorders and ship what is allocated?

Can an Oversell Policy expire automatically when my ASN Inbound Shipment is received?

Can MasonHub automatically create an Oversell Policy when I upload an ASN Inbound Shipment?

What Happens When an Oversell Policy Expires

Edit an Active Oversell Policy

How Backorder Inventory Allocation Works

Returns

Managing Returns

Create Returns (RMAs)

Returns Partner Integration Guide

Loop Returns Integration Guide

Exporting a Damaged Returns Report

Refund Returns (RMAs)

Return (RMA) Statuses

Wholesale

Managing Wholesale Orders and Shipments

Onboarding and Creating Wholesale Orders, Ship Windows, SLAs, and More

Getting Started: Wholesale Order Management with MasonHub

Inbound Shipping

Managing Inbound Shipments / ASNs

Create Inbound Shipments — Advanced Shipment Notifications (ASNs)

Troubleshoot Inbound Shipment / ASN Errors

When to Create an Inbound Shipment / ASN

Request Rush Receipt of an Inbound Shipment / ASN

Check the Status of Inbound Shipments / ASNs

Update an Inbound Shipment / ASN

Can I split inventory into multiple shipments for the same Purchase Order (PO) or Transfer?