Symptom

You notice one or more of the following:

  • Luminous routes orders to a different fulfillment destination (e.g. MCF) even though your Flexport warehouse shows available stock.
  • The Available Quantity in Luminous for your Flexport warehouse group is zero, negative, or far lower than what Flexport reports.
  • Some SKUs — particularly bundle/kit products — consistently route away from Flexport while standard single-unit SKUs route correctly.

Why it happens

Luminous routes fulfillment orders using its internal stock numbers, not a live look-up from Flexport. Four distinct problems can cause Luminous's numbers to diverge from what Flexport reports:

1. Inflated pending stock (most common)

Every open fulfillment order in an active status (Pending, Awaiting Shipment, On Hold, etc.) reserves units from your warehouse group's available quantity. If old or cancelled-but-not-closed fulfillment orders are left open — for example, orders that already shipped months ago but were never marked complete — those "orphaned" FOs keep subtracting from available stock indefinitely. The result: Luminous sees negative or zero availability at Flexport and skips it.

2. Stale on-hand quantity (stock sync issue)

Luminous pulls on-hand figures from external warehouses like Flexport on a scheduled cycle (approximately every 15 minutes). If that sync job encounters an error or falls behind, the on-hand quantity in Luminous stays at the last successful pull value — which could be hours or days out of date — while Flexport's live numbers move on.

3. Priority list misconfiguration

For sales-channel orders, Luminous walks down a Fulfillment Priority List and picks the first warehouse group that has sufficient available stock. If your Flexport warehouse group is not positioned correctly in that list — or if a product has its own priority list override pointing to a different order — orders will skip Flexport even when stock is available.

4. Kit / bundle SKUs not calculating stock at Flexport

Kit products (bundles) do not hold inventory directly; Luminous calculates their available quantity from component stock. However, this calculation only runs for warehouse groups where Calculate Kit Quantities is enabled. If your Flexport warehouse group has this setting off, kit SKUs will always show zero stock there — even when every component has ample inventory — causing those orders to fall through to a different destination.

How to resolve

Step 1 — Check your Flexport stock levels in the Stocks Grid

  1. Go to Inventory → Stocks Grid.
  2. Use the Warehouse Group column filter to show only your Flexport warehouse group.
  3. Review the On Hand, Pending, and Available Quantity columns for the affected SKUs.
    • Available = On Hand − Pending. If Pending is larger than On Hand, Available will be zero or negative.
    • Note which SKUs show a large Pending relative to On Hand — these are your candidates for inflated pending.
  4. Click Refresh Table to make sure you are seeing current figures.

Step 2 — Resync pending stock

If you see Pending values that look too high:

  1. Still in the Stocks Grid, select the affected SKUs using the row checkboxes.
  2. Open the Actions menu and choose Resync Pending.
  3. Wait a few minutes, then click Refresh Table and re-check Available Quantity.

If Available returns to a positive value that matches (or is close to) Flexport's reported stock, stale pending data was the cause and the issue is resolved.

Step 3 — Review open fulfillment orders for the affected SKUs

If the Resync Pending does not resolve the gap, there may be genuinely orphaned fulfillment orders still consuming stock:

  1. Open the Sales Orders list and search for the affected order numbers, or navigate to Fulfillment Orders and filter by your Flexport warehouse group with a status of Pending or Awaiting Shipment.
  2. Look for fulfillment orders tied to sales orders that are already Shipped or Cancelled. These are orphaned FOs that should no longer be holding stock.
  3. If you find orphaned FOs that you have permission to cancel, cancel them. Otherwise, collect their IDs and contact Luminous Support to cancel them on your behalf.
  4. After cancellation, run Resync Pending again (Step 2).

Step 4 — Verify your Fulfillment Priority List puts Flexport first

  1. Go to Operations → Operations Admin → Fulfillment Priority Lists.
  2. Open the priority list assigned to the affected channel or SKU.
  3. Confirm that your Flexport warehouse group appears at the top of the list (position 1). If it is below another warehouse, Luminous will route to that other warehouse whenever it has stock.
  4. If the order is wrong, drag Flexport to the first position and save.
  5. A SKU-level override takes precedence over the channel-level list.

Step 5 — For bundle/kit SKUs: enable Calculate Kit Quantities on your Flexport warehouse group

If only bundle or kit SKUs are routing incorrectly (single-unit SKUs route to Flexport fine):

  1. Go to Manage → Locations → Warehouse Groups, click the three dots action menu on your Flexport warehouse group, and choose Edit.
  2. Navigate to its Externally Managed Settings section.
  3. Confirm that Calculate Kit Quantities is enabled. If it is off, turn it on and save.
  4. The next scheduled kit stock recalculation will populate available quantities for bundle SKUs from their component stock. Check the Stocks Grid again after a few minutes.

When to contact support

Contact Luminous Support if:

  • Running Resync Pending does not bring Available Quantity in line and you cannot identify or cancel the orphaned fulfillment orders yourself.
  • On-hand quantity in Luminous remains out of date after more than 30 minutes and a manual resync does not correct it — the background stock pull job may need to be re-triggered.
  • Orders have already been sent to the wrong destination and you need them re-routed.
  • Available quantity in the Stocks Grid matches expectations but orders are still routing incorrectly — there may be a channel-level configuration (such as an end-to-end channel type) that bypasses priority lists entirely and requires a settings change by the support team.