Fix order issues before cancellation

Fix order issues before cancellation. When a marketplace rejects something on an order, such as a fulfillment, Acenda lists it on the Order Issues page. Fix these quickly. If an issue stays open, the marketplace will likely cancel the order.

To find them, look in the sidebar under Orders and click Order Issues. When you have open issues, a red badge next to it shows how many. When there are open issues, the Dashboard also shows a yellow Order Issues banner. Click View Order Issues there to open the same list.

Each row is one issue. Channel is the sales channel the order came from. Type is the kind of problem. For example, Push Fulfillments means Acenda couldn't send a shipment and its tracking to the channel. The Issue column shows the channel's own error message, when it was last seen, and how many times it has happened. Order ID is the Acenda order it belongs to. To narrow a long list, check one or more types in the Type filter, such as Import Orders, Push Cancellations or Ship Advice.

To fix an issue, read its message first. It tells you what the channel rejected. Then click View on that row to open the order, and check its Order Issues tab. It lists only that order's open issues. For a fulfillment error, such as a wrong carrier, cancel that fulfillment and create a new one with the right carrier and tracking. You do both in the order's shipment section. There's no resend button. Acenda retries on the next sync, so a fixed issue usually clears within an hour. Timing varies by marketplace.

Don't let a fixable order get canceled. Once the marketplace cancels it, Acenda stops retrying it. Any entry leaves the list about a day after its last failure, even if nothing was fixed. So a missing entry doesn't mean the order is fixed. Check the order's status on the Orders page. If you're not sure what a message means, copy it and contact Acenda support with the Order ID.

To recap: check Order Issues often, open each order with View, and correct what the channel reports before the marketplace cancels the order. Questions? We're here to help. Chat with Acenda support in Acenda Admin, or visit support.acenda.com.

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