# When a vendor ships a special order short

> You ordered nine and six arrived. Who gets the six, why no POS decides it for you, and what to tell the three special order customers who go without.

By Kavisha Wanigasekara. Published 2026-09-20, updated 2026-10-22.
Source: https://autofyinc.ca/blog/when-a-vendor-ships-a-special-order-short

When a vendor ships a special order short, receiving turns into a rationing decision, and no point-of-sale
system will make that decision for you. You ordered nine, six arrived, and three
people who are expecting a phone call are now waiting on nothing.

> **Key Takeaways**
>
> - A short shipment is a **stage 04 failure with a twist**: the carton arrived,
>   but there is not enough of it to satisfy everyone who was promised something.
> - **None of the three big POS systems allocates a short delivery to named customers.** Shopify, Lightspeed
>   and WooCommerce all track stock levels; none of them decides which waiting
>   customer gets a short delivery.
> - The decision is a **policy**: order date, deposit taken, promised date, or
>   who will be hurt most. It should be written down before it is needed.
> - The expensive part is the three customers who find out by waiting, more than
>   the shortage itself.

## What counts as a short shipment?

A short shipment is any delivery where what arrived is less than what the
purchase order said, discovered at the loading dock rather than announced by the
vendor. It comes in three shapes, and they are not equally bad.

1. **Short count.** You ordered nine, six came. The commonest, and the one this
   post is mostly about.
2. **Substituted.** The right number arrived, but two are a different colourway
   or width from what the customer chose. This looks fine on a receiving screen
   and wrong at the counter.
3. **Split delivery.** The rest is coming, maybe Thursday, maybe not. A short
   count you do not yet know is temporary.

All three produce the same problem at the same moment: more claims than goods.

## Why doesn't the POS just tell you who gets them?

**Because a POS tracks how many you have, not who they belong to.** Receiving a
carton increments a stock level. Nothing in that number remembers that three of
those units were promised to named people on three different days.

That is the same gap that makes stage 04 (catching the arrival) the expensive
stage in the [six stages a special order
travels](https://autofyinc.ca/blog/where-each-pos-stops-handling-a-special-order): the goods are in the
building and nothing looks wrong. A short shipment just makes it sharper,
because now the system's silence has to be resolved by someone choosing between
customers.

Read from each vendor's published documentation as of 17 September 2026:

- **Shopify POS Pro**'s pickup flow needs the entire order in stock at the pickup location to begin
  with ([Shopify Help Center, "Setting up pickup in store for online
  orders"](https://help.shopify.com/en/manual/fulfillment/setup/delivery-methods/pickup-in-store)),
  so a partly-arrived special order has nowhere to sit.
- **Lightspeed X-Series** is the closest of the three: its special orders page
  nets demand against inbound vendor orders, and it prompts while receiving. But
  the prompt fires once, to whoever happens to be receiving that carton, and its
  documentation still asks staff to contact the customer themselves
  ([Lightspeed Retail X-Series, "Fulfilling items and completing unfulfilled sales"](https://x-series-support.lightspeedhq.com/hc/en-us/articles/25533828553371-Fulfilling-items-and-completing-unfulfilled-sales)).
  A prompt seen by one person at the back door is not an allocation record.
- **WooCommerce** has no restock or arrival event in core at all. Its backorder
  notice fires at purchase time, not on arrival ([WooCommerce, "Product Editor
  settings"](https://woocommerce.com/document/managing-products/product-editor-settings/)),
  so a short delivery is invisible to it.

Features a vendor marks beta may differ by account and plan. Product names and logos are trademarks of their respective owners. Autofy is not affiliated with, endorsed by, or sponsored by Shopify, Lightspeed, or WooCommerce. The quoted wording
and caveats are on the [full POS
comparison](https://autofyinc.ca/special-orders-shopify-lightspeed-woocommerce).

## Who should get the units that did arrive?

Pick a rule now, while nobody is waiting, and write it where staff can find it.
Any of these is defensible. Having none is not.

- **First promised, first served.** Order date decides. Easiest to explain to
  the person who loses, because it is not a judgement about them.
- **Deposit first.** Anyone who put money down gets priority. Reasonable, and it
  quietly tells you deposits are doing more work than you thought.
- **Promised date first.** Whoever was given the earliest pickup date wins,
  regardless of when they ordered. Best when you have promised specific days.
- **Need first.** The race is Saturday; the wedding is Friday. Honest, and the
  hardest to apply consistently, because it invites argument.

| Rule | Decided by | Easiest to explain when | Watch out for |
| --- | --- | --- | --- |
| First promised, first served | Order date | The wait has been long and uneven | Ignores who needs it soonest |
| Deposit first | Money down | You already take deposits | Tells customers deposits buy priority |
| Promised date first | The date you gave | You quote specific pickup days | Punishes the customer you were cautious with |
| Need first | Staff judgement | The occasion is genuinely fixed | Hardest to apply the same way twice |

The rule matters less than the fact that it exists and is the same on a Tuesday
as on a Saturday. The real failure mode is choosing
differently each time, so that staff cannot explain the decision and customers
compare notes.

![An arrivals screen for one shipment of running shoes: thirteen pairs scanned, one matched to a waiting customer, twelve sent to floor stock.](https://autofyinc.ca/product/arrivals-matching.webp)

## What do you say to the customers who did not get one?

Say it on the day the carton lands, not on the day they ask.

That is the whole difference. A customer told on Tuesday that their item slipped
to next week is a customer with information. The same customer, told nothing,
finds out by ringing on Friday. By then the real problem is that you knew
and they did not.

Three things worth putting in that message, the same three that carry
[the phone call you make when a special order is late](https://autofyinc.ca/blog/the-phone-call-you-make-when-a-special-order-is-late):

- **What actually happened**, plainly. The vendor sent six of nine.
- **What you have done about it**, not what you intend to feel about it. The
  balance is reordered, and here is the date the vendor gave.
- **What they can decide.** Wait, take a substitute, or have the deposit back.
  Giving the choice back is what stops the message being an apology with no
  content.

Someone has to know, on the day, that the message is owed. That takes a
decision and a name on the task, and no software.

## How do you tell if short shipments are costing you?

Take your last ten short deliveries and ask:

- **Who decided who got the stock, and could they tell you why?**
- **How long after the carton landed did the customers who lost out find out?**
- **Did the balance get reordered, or did it become a new conversation weeks
  later?**

If the answer to the second is "when they called," the gap is in your shop:
nothing turned the shortage into a task with a name attached.

## Frequently asked questions

### Should I take deposits so short shipments are easier to allocate?

It helps, but that is not the main reason to take one
([when to take a deposit, and how much](https://autofyinc.ca/blog/when-to-take-a-deposit-on-a-special-order)
covers that). A deposit gives you a
defensible priority rule and it tells you who is serious. Note that it also
constrains your system choice: Lightspeed X-Series cannot mark an order packed
until it is paid in full, though a sale put on account counts as paid ([Lightspeed Retail X-Series, "Fulfilling items and completing unfulfilled sales"](https://x-series-support.lightspeedhq.com/hc/en-us/articles/25533828553371-Fulfilling-items-and-completing-unfulfilled-sales)),
which is awkward if you take half at the counter.

### Is a short shipment the vendor's problem to communicate?

Practically, no. The vendor told you by sending six. Whether the customer hears
about it is your side of the line, and they will judge the shop rather than the
supplier.

### What if the rest is arriving in a few days anyway?

Then it is a split delivery, and the honest message is different: nothing has
gone wrong, the balance is dated. The mistake is staying quiet because it feels
like a non-event. It is only a non-event to the person who already knows.

## Keeping short shipments on the board

Autofy's Order Tracker attaches every waiting customer to the vendor order, so a carton that arrives short shows which claims it covers and which it doesn't, on the day it lands, and the same board handles backorders, repairs and layaway orders too. If you'd like to see it against your own orders, [send us a few and we'll walk through them](https://autofyinc.ca/contact). The rule for who gets the units is yours either way, and writing it down costs nothing.