Status (what it means)
Every order moves through a simple flow.
- Pending review — we received it and we’re checking the basics
- Art approved — art, proof, and pricing are set and ready to run
- Blanks received — blanks are here and staged for production
- Pre‑production — setup work (screens, ink, thread + planning)
- In production — actively printing / stitching
- Shipped — label created + package left
- Delivered — carrier delivered it
You’ll see the status at the top of the order page.
Holds (what they mean)
Holds are normal. They prevent mistakes.
Hold requests aren’t guaranteed if the job is already in motion.
You’ll see one of these hold labels:
- Hold requested
- On hold (customer)
- On hold (art)
- On hold (receiving)
- On hold (pre‑production)
- On hold (production)
If you see an Action required panel, start there.
Hold requested vs On hold
Hold requested means you asked to pause the job (it’s not active yet).
On hold means the pause is active.
On hold (customer) is a hold you requested. Other holds clear when you complete the requested action.
Requesting a hold
Use a hold request when you need to pause the job.
Good reasons:
- swap artwork
- change specs
- change shipping details
How to request it:
- Open the order
- Go to Order actions
- Click Request hold
- Enter a reason (required)
- Submit
Holds are not always guaranteed. If the order is already too far along, Mesh won’t allow a hold request.
On hold (art)
This hold is about files, proofs, or art questions.
Common reasons:
- missing art file(s)
- incorrect art files
- unclear proof
- placement/size clarification
- color/ink question
What to do:
- reply in the order thread with the answer
- upload revised artwork if needed
On hold (receiving)
This hold means blanks arrived with a discrepancy. We need a decision before we can move forward.
Common reasons:
- missing garments (short)
- wrong garments (wrong style / color / size)
- extra garments (overage)
- damaged garments (we’ll attach photos when we find it)
What to do:
- Open the order → Receiving report
- Read the “Short / wrong items” list
- Check Fulfillment details (supplier + PO)
- If the supplier/PO is wrong, include the corrected info in your decision comment.
- Choose one of the two options on the page:
Option A — Send replacement blanks
Use this when items are short, wrong, or damaged and you want replacements.
- Contact your supplier and place the replacement order.
- In Mesh, open Send replacement blanks and enter:
- Garment supplier
- Supplier PO # (the replacement PO)
- Add a short comment if anything is special (rush, partials, etc.).
- Attach a PO confirmation or email screenshot if helpful.
We’ll keep the job on hold and clear it once replacements are received.
Option B — Approve discrepancy & continue
Use this when you want us to proceed with what we received (including shipping short).
- In Mesh, open Approve discrepancy & continue.
- In the comment, tell us what you want:
- “Proceed and ship short.”
- “Proceed — remove size S from the order.”
- “Proceed — ignore the extra items.”
If there are extra items, tell us what to do with them (keep with the job, ship, return, etc.).
Returns (when needed)
If you want items returned, upload the return label and instructions (in the receiving decision form or the order message thread).
On hold (pre‑production)
This hold means we’re about to set up the job, but something is unclear.
Common reasons:
- missing specs
- placement clarification
- color / ink question
- approval/proof change
What to do:
- reply with a clear answer (one message, one decision)
- attach a marked-up image if that’s faster than text
On hold (production)
This hold means something happened while the job was running. Mesh will show an Action required panel with a clear decision.
There are two common “production action required” flows.
1) Action required: Production issue (misprint)
You’ll see a message like: “A misprint occurred during production. Choose how you want to proceed.”
If you see “On hold: Reprint in progress” (no action needed)
If you see On hold: Reprint in progress, it means we’ve already ordered replacement blanks on our side.
You don’t need to submit a PO or choose an option.
What to expect:
- We’ll finish the reprint once replacement blanks arrive.
- Updates will show up in the order’s message/event log.
- If we need anything from you, we’ll ask in the order thread.
Otherwise, you’ll choose one of these:
Option A — Order replacement blanks (you)
Use this when you want a reprint and you’re ordering replacement blanks.
What you’ll do:
- Place the replacement order with your supplier
- In Mesh, enter:
- Supplier
- Supplier PO # (replacement PO)
- Replacement quantities for the missing/damaged items
- Submit
What to expect:
- The job stays on hold until replacements are received and we can finish the reprint.
Option B — Ship the order short
Use this when you want to move forward now.
What you’ll do:
- Check the confirmation box:
- “Yes — ship my order short. Do not wait for replacement blanks.”
- Submit
What to expect:
- We proceed with what’s printable/packable.
- Only select this if your customer does not require exact qty's on their order.
2) Pack-out discrepancy — Action required
This shows up when there’s a discrepancy at pack‑out and we need your direction.
You’ll choose one of these:
Option A — Approve ship short
Use this when you’re OK proceeding with what’s available.
- Message is optional
- Attachments are optional
This choice closes the discrepancy hold and lets the order move forward.
Option B — Request reprint/replacement
Use this when you want us to remake/replace what’s missing.
Mesh will require:
- Supplier
- Supplier PO #
- Message (required)
- Attachments optional (return label, screenshots, etc.)
What to expect:
- The job stays on hold while we wait for replacement blanks.
Use clear messages
Reply with the decision.
Examples:
- “Proceed with the latest file:
client_v3.ai.” - “Left chest print: 3.75” wide. Keep centered.”
- “Use Standard inks. No Pantone match needed.”
- “Approve discrepancy and continue.”
Avoid:
- “Looks good” (good how?)
- “Do whatever you think” (we will, but we still need the decision logged)
Releasing a hold
There are two kinds of holds:
1) Holds you requested (customer holds)
If the hold is yours, you’ll see buttons in Order actions:
- Cancel hold request (if the hold is still pending)
- Release hold (if the hold is active)
Use the button when you’re ready to continue.
2) Operational holds (art / receiving / pre‑production / production)
For these holds, you won’t see a “Release hold” button.
Instead, you clear the hold by doing the requested action:
- answer the question in Messages
- upload the missing/revised file
- make the required receiving/pack‑out decision
Once it’s resolved, we’ll move it forward.
Cancellations
Canceling an order is a request to stop work.
The sooner you ask, the simpler (and cheaper) it is.
How to request a cancellation
- Submit a cancellation request under order actions so we don’t move it forward
- Message us on the order with:
- “Cancel this order”
- the reason (short is fine)
- what you want done next (see below)
What we need from you
In your cancellation message, include:
- The cancellation reason
- Blanks: what should happen to blanks (if any are already ordered/received)
- “We canceled the PO with the supplier”
- or “PO is still active — hold blanks”
- or “Ship blanks to us” (provide ship-to address, return label and or RA number for a return to a wholesaler)
Timing matters
Cancellations are simplest before production starts.
If production has started, we may not be able to stop what’s already in motion.
Even when we can cancel in time — you may still be responsible for:
- return costs of blanks already ordered or received
- setup work already completed (screens, art, ink fees etc)
- production already run (partial or complete)
If there are costs involved and we are able to cancel, those costs will be calculated and displayed in the message log for the order.
After it ships
If the package already shipped, it’s no longer a cancellation.
At that point the next step is usually:
- return / re-ship / replace
If an order already shipped, start a support ticket