What an incident represents

A fulfillment incident records an eligible order that passes its saved deadline. Overdue, Escalated, and Resolved describe the incident lifecycle. The order's Shopify fulfillment status is a separate value, so compare both when investigating a delay.

Review incident history

  1. Open Incidents in FulfillGuard.
  2. Choose Incident status. Select All incidents when you need both open and resolved history.
  3. Choose a sort order and select Apply filters.
  4. Open the relevant incident to inspect its recorded information.
  5. Compare the linked order and its last checked time with Shopify. Check Notification history separately for email attempts and acceptance.

Resolution and escalation

Fulfillment or cancellation in Shopify can resolve an incident after the app receives or verifies the updated order state. Opening an incident does not resolve it. FulfillGuard is a monitoring app; continue the actual fulfillment or cancellation workflow in Shopify.

Paid plans support one escalation tier after first-alert acceptance. An escalated incident does not establish that a recipient read the email. Likewise, an historical overdue incident can be visible without an immediate installation-time alert.

If an incident remains open after a Shopify update, check snapshot freshness and synchronization health before requesting a rescan. Avoid repeatedly changing the order solely to force a status refresh.

Read rescan guidance and escalation behavior. Contact support with the order reference, timestamps, and safe page reference ID if the states continue to disagree.