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Why is my order not showing the tasks I expect?

Orders move through a workflow: advise cargo availability, suggest sailing, confirm booking, and so on. When an order is missing, stuck, or shows the wrong status, it is usually one of the causes below rather than a lost order.

If the order is missing from Dockflow altogether, start with no tracking data instead.

1. A partner cannot see the order​

Two separate things control this, and they fail differently.

The workflow. An order belongs to a workflow. A partner only sees orders in workflows they are set up for. If a forwarder has access to one workflow and the order sits in another, the order will not appear in their Action Center at all, even though everything else is correct.

The partner record. The partner on the order has to be the same entity that has users. Adding a partner under an abbreviation or a similar-but-different name creates a separate entity, and the users on the real one see nothing.

What to do: check which workflow the order is in, and check that the partner named on the order is the entity your contacts actually log in to. If a forwarder should see more than one workflow, that can be arranged.

2. The order has no container yet​

An order with no container assigned will not appear in the Containers view, because there is no container to list. It exists, and it is visible in the Tradeflows view.

If a set of new orders seems to be missing, confirm that the Tradeflows view is present on the account and search there.

3. The order shows as "waived"​

Waived means the workflow steps were bypassed rather than completed.

The usual cause is that a B/L or booking number was added through the API before the manual steps in the Action Center were finished. Tracking then starts, the order is effectively underway, and the steps that were skipped are marked waived rather than done.

The order is not broken. If you need it to run through the steps properly, it can be reset.

4. A completed step reopens by itself​

If an order re-enters "Suggest Sailing" with status Not started after the sailing was already suggested, confirmed and booked, check whether your source system re-sent the order.

Re-sending order data with an updated requested ETA causes the workflow to re-evaluate, and that can reopen an earlier step. Even a small change to the requested ETA is enough. The step reopens regardless of how far the shipment has progressed, including after the vessel has sailed.

What to do: if this happens routinely, look at how often your system re-sends orders and whether the requested ETA changes with each send.

5. Resetting an order so the supplier can start again​

If a supplier needs to submit a new cargo availability date, the order can be reset from the Action Center. The reset clears the previous cargo dates and returns the order to the supplier.

You do not need to contact support to reset an order.

6. Who enters the delay reason​

The delay on a cargo availability advice comes from the supplier, in one of two ways:

  • At the start. The supplier already knows there will be a delay and enters a later ready date when first handling the task.
  • Afterwards. The supplier realises the original ready date is no longer achievable, redoes the task and submits a new ready date. The order then runs through the remaining steps again.

Quick reference​

SymptomLook at
Partner sees nothingWorkflow assignment, then the partner entity
Order missing from the dashboardContainers view vs Tradeflows view
Status is waivedB/L added via API before the manual steps
Completed step went back to Not startedSource system re-sent the order with a new requested ETA
Supplier needs to resubmit a dateReset the order from the Action Center

Need help?​

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Last updated: July 31, 2026