> For the complete documentation index, see [llms.txt](https://hub.equipme.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://hub.equipme.io/pro/fulfillment.md).

# Fulfillment overview

Overview of the fulfillment area in Equipme Pro: which position types exist, how a position's status is structured, which status transitions are possible and which roles can do what.

**Path:** "Fulfillment"

In fulfillment you process everything your customers have ordered from you: new services, delivery call-offs, returns, replacement orders, changes to existing services and cancellations. Each of these tasks is a **position**. A position always belongs to exactly one **service instance**, i.e. the specific service at the customer (e.g. employee X's notebook).

Before a position reaches fulfillment, it is usually confirmed in [order reception](/pro/sales/order-reception.md). After completion, the service becomes active for the customer and flows into [billing](/pro/sales/billing.md).

## The pages in the menu

| Menu item                           | Content                                                                                                  | Page                                                                                |
| ----------------------------------- | -------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------- |
| "Open positions"                    | All confirmed positions that are not yet completed. The number on the menu item shows how many are open. | [Open positions](/pro/fulfillment/open-positions.md)                                |
| "Picking", "Production", "Shipping" | Work lists for stock withdrawal, production steps and parcel shipping                                    | [Picking, production and shipping](/pro/fulfillment/picking-production-shipping.md) |
| "Changes"                           | Changes to existing services (options, component replacement)                                            | [Service changes](/pro/fulfillment/service-changes.md)                              |
| "Pending activations"               | Completed orders whose contract is not yet active                                                        | [Activations](/pro/fulfillment/activations.md)                                      |
| "Completed positions"               | Archive of completed (and optionally cancelled) positions                                                | [Completed positions](/pro/fulfillment/completed-positions.md)                      |
| "Cancellations"                     | Cancelled services and options that you need to take back or switch off                                  | [Cancellations](/pro/fulfillment/terminations.md)                                   |

{% hint style="info" %}
"Picking", "Production" and "Shipping" only appear if you are allowed to process positions and your organization uses warehouse management, i.e. at least one warehouse has been created or you have access to the warehouse. Without a warehouse, you process all positions directly via [Open positions](/pro/fulfillment/open-positions.md).
{% endhint %}

## Types of positions

The "Type" column shows what a position is about:

| Type                | Meaning                                                                                                       |
| ------------------- | ------------------------------------------------------------------------------------------------------------- |
| "Order"             | A new service is ordered and provided.                                                                        |
| "Pre-order"         | The service is procured in advance and kept ready in the customer warehouse. The customer calls it off later. |
| "Delivery call-off" | The customer requests a stored service (e.g. a pre-ordered device for a new employee).                        |
| "Return"            | The customer sends a device back (via a return service).                                                      |
| "Replacement"       | The customer wants a device swapped (via a replacement service).                                              |
| "Change"            | Options of an existing service are changed.                                                                   |
| "Replacement"       | A component of a service is replaced with a new one.                                                          |
| "Cancellation"      | A service or an option has been cancelled.                                                                    |

## The status model

Each position has two levels, which are shown together in the "Status" column or as "Process status".

### 1. Position status

The position status describes where the position stands in the overall process:

| Status                              | Meaning                                                                                                          |
| ----------------------------------- | ---------------------------------------------------------------------------------------------------------------- |
| "New" / "Ordered"                   | The position has been received but not yet confirmed. It is in [order reception](/pro/sales/order-reception.md). |
| "Ordered (confirmed)"               | You have accepted the order. Processing can begin.                                                               |
| "In progress"                       | Provisioning is underway.                                                                                        |
| "Ready for delivery"                | Everything is prepared. The position is waiting for shipping or (for pre-orders) for the customer's call-off.    |
| "Delivery requested (outgoing)"     | The customer has requested delivery.                                                                             |
| "In delivery (outgoing)"            | The shipment is on its way.                                                                                      |
| "Delivery not possible (outgoing)"  | The shipment came back, e.g. because nobody was there.                                                           |
| "Successfully delivered (outgoing)" | The shipment has arrived.                                                                                        |
| "Completed"                         | The position is done.                                                                                            |
| "Cancelled"                         | The position was cancelled.                                                                                      |

### 2. Processing status

While a position is being worked on, the processing status shows the next concrete step. It is derived automatically from the **service mapping** of the ordered service (see [Service portfolio](/pro/portfolio/service-portfolio.md)): which products are needed, whether anything needs to be produced and whether it is shipped.

| Processing status              | What needs to happen now                                                                                                                       |
| ------------------------------ | ---------------------------------------------------------------------------------------------------------------------------------------------- |
| "Waiting for mapping approval" | No service mapping has been released for the service yet. Without a mapping there is no bill of materials.                                     |
| "Awaiting purchase"            | Required stock items are neither in stock nor ordered. They need to be purchased (see [Order proposals](/pro/procurement/order-proposals.md)). |
| "Awaiting goods receipt"       | The goods are ordered and reserved for this position but have not yet arrived in the warehouse.                                                |
| "Pending dependency"           | Another service (e.g. a base service) has to be provided first.                                                                                |
| "Ready for picking"            | The goods are in the warehouse and can be withdrawn.                                                                                           |
| "Ready for production"         | Production steps are still open (e.g. setup, installation).                                                                                    |
| "Ready for packing"            | The position can be packed and shipped.                                                                                                        |
| "Upgrade required"             | For workplace services, software needs to be installed.                                                                                        |
| "Pending change"               | A change is pending for the service.                                                                                                           |

In lists you see the processing status. If the position has already reached a shipping status, it is shown in brackets after it, e.g. "Ready for packing (Ready for delivery)".

{% hint style="success" %}
If an order runs entirely through the service mapping (stock items, production steps, shipping), Equipme Pro advances the processing status itself. As soon as the parcel has been sent, the position is completed automatically. If the mapping contains neither stock items nor production steps, you complete the position yourself.
{% endhint %}

## Allowed status changes

Manually, you can only choose the status changes intended for the type of the position. The "Target status" selection always shows only the valid targets.

**Order**

| From                                | Possible targets                                                                                  |
| ----------------------------------- | ------------------------------------------------------------------------------------------------- |
| "Ordered (confirmed)"               | "In progress", "Ready for delivery", "Completed", "Cancelled"                                     |
| "In progress"                       | "Ready for delivery", "In delivery (outgoing)", "Completed", "Cancelled"                          |
| "Ready for delivery"                | "Delivery requested (outgoing)", "In delivery (outgoing)", "Cancelled"                            |
| "Delivery requested (outgoing)"     | "In delivery (outgoing)", "Completed", "Cancelled"                                                |
| "In delivery (outgoing)"            | "Delivery not possible (outgoing)", "Successfully delivered (outgoing)", "Completed", "Cancelled" |
| "Delivery not possible (outgoing)"  | "Ready for delivery", "In delivery (outgoing)"                                                    |
| "Successfully delivered (outgoing)" | "Completed"                                                                                       |

**Pre-order, add-ons and return**: "Ordered (confirmed)" → "In progress" → "Completed". You can also cancel from both open statuses. A pre-order has no shipping: on completion, the service sits in the customer warehouse as "Ready for delivery".

**Delivery call-off**: "In progress" → "In delivery (outgoing)" → "Successfully delivered (outgoing)" → "Completed". Completing and cancelling are possible from any open status.

**Change**: "In progress" → "Completed"; cancelling is possible until completion.

**Cancellation**: "In progress" → "Completed". A cancellation cannot be cancelled.

## Effects on the service instance

| Event                                | Consequence for the service at the customer                                                                                   |
| ------------------------------------ | ----------------------------------------------------------------------------------------------------------------------------- |
| Order completed                      | The service becomes active, on the set "Activation date" or immediately (see [Activations](/pro/fulfillment/activations.md)). |
| Pre-order completed                  | The service is in the customer warehouse as "Ready for delivery" and can be called off.                                       |
| Delivery call-off cancelled          | The service goes back into the customer warehouse as "Ready for delivery".                                                    |
| Order cancelled                      | The service is listed as "Cancelled" for the customer.                                                                        |
| Change completed                     | The new option is active, and billing is adjusted.                                                                            |
| Cancellation in progress / completed | The service is "In removal" or "Removed".                                                                                     |

The customer sees the progress of their orders and services in the customer portal (see customer guide, "Orders" and "Inventory"). They also receive an email when the order is confirmed.

## Roles and permissions

| Role                     | What it can do in fulfillment                                                                                                                                                                                                                                                         |
| ------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| "Fulfillment Controller" | Read positions, cancellations and service instances                                                                                                                                                                                                                                   |
| "Fulfillment Operator"   | Process positions according to the processes defined in the service mapping: pick, complete production steps, ship, complete changes and cancellations, set status in the detail view, schedule activations                                                                           |
| "Fulfillment Manager"    | Everything the operator can do, plus **deviating from the process**: set status for several positions at once, "Plan provisioning", cancel positions, "Change delivery type", reassign reservations, replace devices, process positions without mapping approval, "Complete directly" |
| "Administrator"          | All permissions, plus confirming orders                                                                                                                                                                                                                                               |

You assign roles under [Roles](/pro/administration/roles-and-permissions.md).

## Frequently asked questions

**Why don't I see a new order in Open positions?**

Unconfirmed positions are in [order reception](/pro/sales/order-reception.md). Only after "Confirm order" do they appear in Open positions.

**Why can't I choose a status for a position?**

Either the position is controlled by production steps (then you complete the steps), it is fulfilled by a partner or via dropshipping, or you lack the "Fulfillment Operator" or "Fulfillment Manager" role.

**Can I undo a completion?**

No. "Completed" and "Cancelled" are final statuses. The confirmation dialog points out that the step cannot be undone.


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