eCommerce Orders Troubleshooting

This SOP provides guidance on how to troubleshoot various issues with eCommerce orders, make changes to order details, and cancel order lines

Cancellations

Cancelling Lines

If a cancellation needs to be made, it must be made at the line level, rather than at the order level. The advantage here is that users may choose to cancel some lines, while leaving others alone.

Whether or not a line is eligible for cancellation is contingent upon whether the warehouse is processing that line’s shipments. If the shipments are being picked and packed by the warehouse, the lines cannot be cancelled.  Please view the Order Manager SOP for more information on orders, lines, and shipments. 

1. Go to the Orders page underneath the Outbound header.

1. Click into the order where the cancellation is to be made by clicking the blue arrow or click the Flexe Order ID to click into the order.

3. Click the check box on the left side of each line. 

4. A cancel button will appear on the upper right. Click that button to cancel the selected lines. 

5. To cancel all lines in bulk, click the check box in the grey header (marked below as “Bulk select”). This will select all lines within the order. Then click Cancel Lines at the top right of the page.

6. To check of the shipments are still eligible for cancellation, click the blue arrow next to each line. 

Cancellations only take effect when the shipments associated with those lines are in New status, or have not been created yet. Lines whose shipments are in Confirmed status cannot be cancelled, as the warehouse has already begun to pick and pack those! Shipment status can be viewed by clicking into the line, then scrolling down to the Shipments header.

Once an order is in confirmed status this means the warehouse has already started picking/packing it.   If there is an extreme emergency, you may request that an in-process order is stopped by reaching out to [e-mail] and providing the shipment ID.   The FLEXE support team will investigate with the warehouse if the line can still be stopped at the warehouse, but it is generally not possible. 

Changing Order Details

Changing Order Details

If a customer needs to change the shipping address or other information, this can be done on the order page.

1. Click into the order where the cancellation is to be made by clicking the blue arrow or click the Flexe Order ID to click into the order.
2. Click Edit at the top right.
3. The order details on the right side of the page are now editable. Type in the details that need to be changed.
4. Changes can be made to: 

• Shipping address.
• Phone number and email.
• Third party billing account ID.
• Label references and adult signature requirements.

5. Once all changes have been made, click Save Changes.

After changes have been saved, the order and associated shipment(s) will be updated with the new information. 

• Similar to cancellations, if the shipment status is Confirmed, the changes will not take effect for those shipments, as the warehouse is actively working on them.
• Be sure to click into the lines to check on their shipment statuses before making any changes to the order details.

Common Error Messages

Identifying Errors

There are several common error messages that users may encounter. Errors are indicated on the order or line with a small red triangle.

If an order has an error message and is in Open status, it will not be fulfilled by the warehouse until the error has been resolved.

Note that orders will retain their issue flag if all lines on the order were cancelled. Issue flags on cancelled lines can be ignored.

Clicking into the order marked with the red triangle will show the specific error message.

Once inside the order, scroll down past the lines to see the error message. If only some of the lines have errors, the lines with those errors will be marked, while the lines without errors will not.

Users may also identify all orders with issues by using the filter field on either the orders or lines view.

1. Click New Filter.
2. From the bottom of the drop-down list, find Issues Only. Click the blue checkmark.
3. The table will populate with only those orders or lines that contain issues.

Configuration Errors

Error: No enabled carrier accounts

Definition: eCommerce Orders generate shipments, and those shipments must have parcel labels with a designated carrier, using a designated account provided by the shipper. This error appears if no label was submitted with the order (via API) and there are no parcel carrier accounts added in FLEXE.

1. If the label is submitted via API, cancel the original order in FLEXE, and resubmit with the label attached. If submitting via API, your company will have identified a method by which these labels are sent to FLEXE. Use that method to resubmit the order with a label.
2. If the labels are not being sent via API, go to Settings and add the parcel carrier account.

Error: Invalid carrier billing account ID

Definition: The order was submitted using a third party billing account ID that was incorrect.

1. Go to Settings, then go to Third Party Billing Accounts.
2. Verify the carrier billing account ID. 
3. Edit order details and change the account ID.

Inventory Errors:

Error: Unknown SKU

Definition: The SKU as typed does not exist in FLEXE.

1. Check to ensure the SKU name matches exactly what is in the item master.
2. If there is merely a typo, cancel the line and resubmit the order with the SKU typed correctly.
3. If the SKU was never set up in FLEXE, add it to the item master. Please reference the Adding Items to Item Master SOP for further information on how to do this.
1. If the SKU was never set up in FLEXE, the warehouse does not have it on-hand. Choose to either cancel the line or leave it if inventory will be arriving.  If you believe the inventory has arrived but is not showing in the FLEXE system, you will need to both create the item, and create the dropoff so that the warehouse can receive the inventory and it can be allocated to the order.

Error: Invalid inventory properties or No weights

Definition: The SKU is missing dimensions or weights.

1. Go to the Item Master.
2. Find the SKU that needs dims or weights.
3. Update click Edit Properties to update the dimensions or weight.

Error: Insufficient Inventory

Definition: There is no unallocated inventory remaining of the SKU for at least one line on an order. The entire order will be prevented from allocating because of the line(s) for which there is no inventory.

1. Depending on when new inventory is arriving, either leave the order in issues if you are willing to let it stay open until inventory arrives, or cancel the line(s).
2. If the order is left in issues it will allocate once new inventory becomes available to ship. 

Invalid Order Data

Error: Invalid phone number

Definition: The phone number on the order is a non-standard phone number (not 10 digits, excluding a +1 country code).

1. If the parcel carrier will require a phone number to generate a label, correct the phone number. Otherwise, it may simply be faster to edit the order details and remove the phone number entirely. 

Error: Invalid email

Definition: The email on the order does not follow a standard email format.

1. Click Edit.
2. Fix or delete email address.
3. Click Save Changes.

Error: Unsupported service type

Definition: The order was submitted with a carrier or service level that FLEXE cannot generate a label for.

1. Check the service level to ensure it is free of typos, including extra spaces.
2. If the service level is spelled correct, but the error persists, edit order details and change to a different service level, as FLEXE does not support that service level.

FLEXE can support the following carriers and service levels:

Error: Invalid Reservation ID

Definition: A Reservation was specified for this order when it was submitted. However, the requested Reservation ID is not associated with that customer. 

1. Cancel the lines.
2. Resubmit with a new Reservation ID.
1. If you are uncertain of the reservation ID, hover over the user name in the upper left hand corner of the page, then from the drop-down menu, select Reservations. All Reservations will be listed there, with the reservation ID on the right-hand side.

1. Alternatively, you may submit it without a Reservation ID and allow the order to allocate based on its own. 
1. If there is only one Reservation, it will allocate to that Reservation automatically. 

Error: Invalid Address

Definition: The order is missing zip code. The order cannot allocate or generate a shipment without this key data.

1. Edit order details and update with the correct zip code.

If there are multiple Reservations, it will allocate based on distance and inventory availability. Please see the Order Manager SOP for more information on order allocation logic.