Orders: Troubleshooting
Order troubleshooting
At a glance: Read the order's Status and Exception, fix the named cause, then save or approve.
Overview
Most stuck orders show an Exception that names the cause. The Status tells you the stage; the exception tells you what to change.
Exceptions come from the order, the courier, or the warehouse. Some clear when you fix the order and save. Others need a courier choice, stock, or an account change.
Quick start
- Open Orders → Orders List and find the order.
- Read the Status column and any exception shown with the order.
- Open the order and read the exception text.
- Fix the named field, courier, item, or stock issue, then save.
- Contact your Account Manager at qa-testing+operations@floship.com if nothing changes.
Order statuses that need action
| Issue | Cause | Solution | |-------|-------|----------| | Order stays Incomplete | Required data is missing, or a decision is waiting | Edit the order, complete the flagged fields, then save. A complete order leaves Incomplete automatically | | Order stays Pending Approval | An approval check did not pass, or the order waits for your approval | Fix the exception, then select Approve. If no exception shows, check your approval type in Preferences | | Order stays Pending Fulfillment | Label, courier, or warehouse processing is pending | Read the exception, apply the stated fix, then allow processing time | | Order stays On Hold | Processing paused while the order waits for a decision | Read the exception and correct the order. Use Edit and Approve when the order is editable | | Order stays Pending Cancellation | The warehouse has to confirm the request | Wait for the decision. The warehouse may reject the cancellation | | Cancel Order is missing | The order is packed, invoiced, tracked, or not cancelable for its type | Check the status, then contact your Account Manager if it must be stopped |
Exceptions
These are the exception labels a client order can show.
| Exception | Cause | Solution |
|---|---|---|
| Out of stock | The warehouse cannot allocate one or more items | Wait for replenishment, or cancel the order and order later |
| No shipping option | No courier or service matches the order | Change the courier, or ask your Account Manager for more options |
| Validation error | Order data is invalid or incomplete | Edit the order and fix the flagged fields |
| Duplicate | The Order ID matches another order | Change the Order ID, then save |
| Insufficient funds | The balance does not cover the order | Top up the balance, then approve again |
| Does not meet courier requirements / restrictions | The shipment breaks the courier's weight, size, destination, or item rules | Change the courier, or adjust the shipment to match the rule |
| Label expired | The label passed its valid-until date before collection | Regenerate the label when the order offers it, or contact your Account Manager |
| Source address is invalid | The ship-from address is incomplete or invalid | Edit the order and correct the source address |
| Fraud order risks | The order shows fraud indicators | Contact your Account Manager for review |
| Shipping errors | Label creation or courier processing failed | Check the order details, then save or regenerate the label |
| Courier is not available for your account | The courier is not enabled for the account | Choose another courier, or ask your Account Manager to enable it |
| Items are not valid | Item data fails shipping or customs checks | Fix the SKU, description, customs value, HS code, or origin |
| Courier doesn't support multipackaging | The courier cannot ship this order as multiple packages | Use another courier, or split the order |
| Courier is not available for shipping location | The courier does not serve the pickup or destination location | Choose a courier that covers both locations |
| Insurance failed | Insurance could not be applied to the shipment | Review the insured value, or choose another courier |
| Packaging cost requires approval | One packaging plan has a lower modeled cost and needs a decision | Choose Approve this order anyway or Allow this exact packaging pattern. No label has been purchased |
| Pickup errors | A courier pickup could not be scheduled or processed | Review the pickup details, then try again |
Create and edit orders
| Issue | Cause | Solution |
|---|---|---|
| An order will not save | Required fields are empty or invalid | Complete the fields marked with an asterisk, then save again |
| Saved order shows Incomplete | Some order data is still missing | Edit the order, fix the flagged fields, then save |
| Courier list is empty | No courier is configured for that destination or order type | Contact your Account Manager to add courier options |
| A product SKU is missing | The item is not in your catalog | Create the product first |
| A duplicate warning appears | Another order uses the same Order ID | Change the Order ID, then save |
| Approve is missing | The order is not ready for approval, or you have no write access | Fix any exception first. Ask your administrator for write access if needed |
Bulk uploads
Open the upload page, select Download Template, then fill the sheet. Uploads accept .csv and .xlsx files.
| Issue | Cause | Solution |
|---|---|---|
| Upload reports column errors | Data is missing or malformed | Read the error for each row, then fix that column |
| SKU not found | The SKU is not in your catalog | Create the product, then upload again |
| Country code rejected | The country is written as a name | Use the two-letter country code |
| Order ID already used | The same Order ID exists in an order or a previous upload | Give every order a unique Order ID |
| Orders arrive Incomplete | The file came from an old or mismatched template | Download a fresh template for the order type and courier |
Tracking, labels, and documents
| Issue | Cause | Solution |
|---|---|---|
| Tracking shows no scan yet | The courier has not scanned the parcel | Check the carrier's site, then try again later |
| Tracking stopped updating | Courier scans are delayed or missing | Check the carrier's site, then contact your Account Manager |
| A label expired before collection | The parcel was not collected during the label's validity | Regenerate the label when the order offers it |
| A label or document will not download | The file is still generating, or your access excludes it | Retry from Labels & Documents, then contact support |
| Shipping cost looks wrong | Rate depends on weight, dimensions, and destination | Check the order's weight and dimensions, then contact your Account Manager |
Saving an order does not prove the courier will accept it. If label creation fails, fix the field named in the courier error.
See Product and Order Field Limits when a field value is rejected.
Access problems
| Issue | Cause | Solution |
|---|---|---|
| The Orders menu is missing | Your account does not include order access | Ask your company administrator for access |
| Orders open in read-only mode | Your account lacks order write access | Ask your company administrator for write access |
| Other users see actions you do not | Permission levels differ | Ask your company administrator to compare permissions |
Contact support
Contact your Account Manager at qa-testing+operations@floship.com when an exception keeps returning, a courier option must change, or a canceled order stays open.
Include the order reference or Order ID, the exception text, and the steps you already tried.