Store Order Lookup Tool
The Order Management System (OMS) Store Order Lookup Tool is a helpful resource that team members can use to follow up on a customer's order status and routing information.
When to use the lookup tool:
- Customer service – to review order statuses and find out what location (Ship Node) fulfilled the order
- Tracking information - to track orders for a customer for the following carriers: UPS, FedEx, and USPS. When a team member clicks a tracking number you will be navigated to the proper shipping carrier website. Note: If the tracking number is not recognized, a blank screen will display. The URL will contain the shipping number and it will indicate the unknown delivery provider. If this occurs, the team member must manually look up the shipping provider.
- In-store pickup counter – to Search by Customer to retrieve order information when a customer doesn't know their web order number
Field Name | How to Use this Information | |
1 | Originating Store | Online storefront where the order was placed |
2 | Create Date | The date the order was created |
3 | Ship To | Shipping address: direct to the customer or in-store pickup (identified when the store's address displays) |
4 | Bill To | Billing address |
5 | Line, SKU, Description, Type, Ship Node, Cond, Qty, Last Update, Tracking, Status, Reason | Line item detail. Click the tracking number to review the delivery status. If the item status is Shipped, and there is no tracking number after 24 hours, contact the fulfilling location or DSV. |
6 | Ship Node | Fulfilling location, another FHEG store, or DSV (Drop Ship Vendor) |
7 | Status | State or condition of the order in the order fulfillment process Note: For more details on the status codes, review the OMS Order Line Status below |
8 | Type Codes | Identify the category of the item Most will fall under REG (regular), REN (rental), DIG (digital), or FAD (Follett Access digital). All other statuses CTP (convert to purchase) and EXT (rental extension) refer to modified rental types. |
9 | Payment Sequence | The tender was submitted when the order was placed. |
Navigating in the Store Lookup tool
View the status of the line items in the orders.
Click the URL below or copy and paste it into the web browser address field:
http://orpr-omsvip.fheg.follett.com/StoreOrderLookup
or
Click OMS Store Order Lookup Tool in the Hot Spots drop-down menu.
The tool defaults to the web order search function and team members can type in a web order number, or select Search by Customer or Search by Store to view the order status and line items.
OMS retains orders for three months by store number and indefinitely by customer.
To search for an order:
- Enter the required criteria in the search field (i.e., web order number, customer name, or store number).

- Click the Click Here To Search By Customer link.
- Type the customer's last name in the Last Name field.
Note: When searching for a customer's order, you must search by the last name of the customer who paid for the order. - Type the date after which the order was placed in the Ordered On Or After field.
- Type the originating store number in the Originating Store field.
- Click Submit. In the search results, scroll to find the order you want.
- Click on the order number in the Order Number column on the line of the order you want to view.
Note: if unable to find customer name using customer search, confirm with the customer the name of the person who paid for the order (often a parent or relative's name is used).

- Click the Click Here To Search By Store link.
- Type the starting date for a range of orders in the Ordered On Or After field.
- Type the ending date for a range of orders in the Ordered On Or Before field.
- Type the originating store number in the Originating Store field.
- Click Submit.
In the search results, scroll to find the order you want. - Click on the order number in the Order Number column on the line of the order you want to view.
- Type the web order number in the Enter Web Order Number field.
- Press Enter or click the Submit button.
To view inventory by SKU or ISBN, use the OMS Inventory Lookup Tool.
OMS Order Line Statuses
Status | Description | Where to Look Next |
Authorized | Customer's payment was authorized. The order should have sourced to the DSV, and a PO created in MMS and sent to the vendor | Contact the vendor for an update. |
Backordered From Node | A store has zero-picked the item. OMS begins looking to reroute an order line as soon as 15-30 min after a zero pick. | After 30 min, check the OMS Order Lookup Tool again for status update. |
Backordered-PO_Placed | OMS is holding the item in backorder. OMS can find no available on-hand inventory but a store that is eligible to fill the order item has reported on-order quantities. OMS retries 'scheduling' backordered items every 15-30 min. | Check with the OMS Item Inventory Lookup Tool for current on-hands. |
Chained Order Created | OMS has decided to send the item to a DSV if an authorization is successful. This is a transition state before Pending Authorization, you likely won't see this often. | Wait a few min and check the OMS Order Lookup Tool again to see if the status changed to Pending Authorization |
Created | Brand new order. OMS has not yet tried sending the order item for fulfillment. | Wait a few min and check the OMS Order Lookup Tool again for a status update. |
Fulfilled | Item was fulfilled . Note: If the 'ship node' is NOT the originating store, this tells us the specific store or DSV that has shipped the item to the originating store (for pickup orders) or directly to the customer. | |
Pending Authorization | OMS has sent an authorization request to MMS/SODA prior to sending the item to a DSV to fulfill. Only upon successful authorization will OMS send the item to a DSV. |
|
Pending Auto Cancel | No shipping location has enough inventory to fill the ordered quantity and no location has an open PO for the item. This order line will stay in Pending Auto-Cancel for at least one week. If after that time, no PO has been opened and no on-hand received, OMS will cancel the order line. | Check with GM team to reorder or verify accuracy of on hands in MMS. |
Released | When the ship node is a store #, OMS has sent the item to a store for fulfillment. When the ship node is a DSV, OMS has sent an Authorization Request to MMS for the order lines. Only when OMS receives an authorization 'SUCCESS' message from MMS will it actually send the item to the DSV. | SODA |
Released for Shipment | DSV has acknowledged receipt of a customer's order (the MMS PO that was created during the authorization status) and intent to ship. | Contact the vendor for an update |
Rented | Store has fulfilled the rented item. Note: If the 'ship node' is NOT the originating store, this tells us the specific store that has shipped the item to the originating store (for pickup orders) or directly to the customer. | |
Scheduled | An interim status between Created and Released. You likely won't see this often. | Wait a few min and check the OMS Order Lookup Tool again for a status update. |
Shipped | An interim status between Released and Fulfilled. You likely won't see this often. | Wait a few min and check the OMS Order Lookup Tool again for a status update. |
Tender Pending | DSV has sent ship notice to OMS. OMS has asked MMS to capture funds. | Contact the vendor for an update |
Tender Success | DSV has shipped item and Follett has been paid. Order line is complete. | |
Unscheduled | Another interim status typically associated with zero-picks. | Wait a few min and check the OMS Order Lookup Tool again for a status update. |
Zero Picked | You'll see this status with 'Backordered from Node.' These are 2 transition statuses that go together. As noted above, after 8 hours, OMS will try sending the item out for fulfillment again. | After about 30 min, check the OMS Order Lookup Tool again for a status update. |
Canceling a Line Item from an Order
Access the OMS Store Lookup Tool through eStore Portal when you need to cancel a line item in an order.
- Log into eStore Portal.
- Select Administrative > OMS.
You can cancel a line item that has one of the following statuses:
- Created
- Backordered
- Pending Auto Cancel
- Backordered PO Placed
- Unscheduled
- Schedule
- Pending Authorization
Note: If the order is being fulfilled by a DSV:
The item can be canceled if the status of the item is Authorized or Released for Shipment. Contact the vendor to cancel the order.
The item cannot be canceled if the order status is Tender Pending or Tender Success, because the item was already shipped.
To cancel a line item that isn't sourced to a DSV:
- Access the OMS Store Lookup Tool through the eStore Portal.
Tell me how...
- Type the web order number in the Enter Web Order Number field.
- Click Submit .
- Click the check box next to the line item to select the item you want to cancel.
Click Cancel Order Line.
- Repeat step 4 for each line item you want to cancel.