Troubleshooting
Common Order Issues
Find the orders that need you, read what went wrong, and know which problems you fix yourself and which need a ticket.
Common Order Issues
An order lands in Issues when something stops it from moving. The Needs Attention card at the top of All Orders counts them, and the Issues tab lists them.
Reading the list
Every row keeps its normal columns, so the Delivery Status column tells you the shape of the problem at a glance. Shipping Delay means the carrier has stopped scanning. Incomplete Address means the order cannot ship as entered.
Open the order to see the full picture. The detail panel carries the shipping address, the tracking numbers, and the shipping timeline.
What you can fix yourself
- Incomplete or wrong address. Ask the customer, then edit the address on the order.
- Unpaid order. Pay it from your balance and it rejoins the normal flow.
- Wrong variant or quantity. Correct it in your store, then refresh the order data.
What needs a ticket
Raise a ticket when the problem is on our side of the handover. That covers a shipment that has not scanned for days. A package marked delivered that never arrived. A customs hold. A refund or a resend.
Create the ticket from the order itself so the thread stays linked to it. Read Using the ticket system for order issues for the full flow.