TABLE OF CONTENTS

Overview

If you have orders that are stuck at Retailer Notified Failure it means that we have attempted to send the order through to your store but your store will not accept the order. This FAQ reviews the possible reasons for this and what you need to do to resolve it.


Reasons for 'Retailer Notified Failure' and what to do

There are usually a few reasons for this order status, you will need to login to our system to resolve. Below are the various reasons and resolutions.


The address from eBay is not structured correctly.

  1. In our system click on the order from the ‘Orders’ page.
  2. Check the address under Customer Details. Make sure there is a state and postcode.
  3. If you see prompts/suggestions for a change to the address – follow the instructions.
  4. Click the ‘send to retailer again’.
  5. Wait a few minutes and the order should flow through to your eCommerce store.


There is no inventory for the product ordered.

  1. Check that you have inventory for the product in your eCommerce store.
  2. If there is no inventory, add inventory in your store (if you have it) and click the ‘send to retailer again’ the order. Alternatively, you can manually create an order in your ecommerce store to fulfil.
  3. If you are unable to fulfil the product, you will need to cancel and refund the order via My eBay
  4. So that you stop receiving the email alerts, you will  need to cancel the order in our system.


A product has been removed from our system and was not taken down from eBay.

  1. When you go to the order you will see "Product SKU Not Found".
  2. If there is no inventory, add inventory in your store, run a Sync now from the dashboard (if you have it)
  3. Once complete, the SKU should appear and you can click the ‘send to retailer again’ within the order. Alternatively, you can manually create an order in your ecommerce store to fulfil.
  4. If you are unable to fulfil the product, you will need to cancel and refund the order via My eBay.
  5. So that you stop receiving the email alerts, you will  need to cancel the order in our system.


A product has been purchased in eBay that wasn't put there by our system.

  1. When you go to the order you will see "Product SKU Not Found" and you also can't find that product in your eCommerce system - it must have been added either manually to eBay directly or from some other system
  2. If there is an equivalent product in our system you can hit the Edit button next to the affected line item on the order screen. From here you can add the SKU of the product, click Save and click the ‘send to retailer again’ on the next screen
  3. Alternatively, you can manually create an order in your ecommerce store to fulfil.
  4. If you are unable to fulfil the product, you will need to cancel and refund the order via My eBay.
  5. So that you stop receiving the email alerts, you will need to cancel the order in our system.


Next Steps

Fulfil the order

  • If you can fulfil the order, then manually enter the order details (e.g name, address etc) into your ecommerce platform. In our system mark the order as Fulfilled Manually by clicking the 'Fulfilled Manually' button at the top of the order details page.
  • Please note, you will have to update shipping within eBay yourself, as we will not updating or checking on this order once you mark it Fulfilled Manually.


Cancel the order

  • Find the order in our system, in the top right hand corner of the order page, click 'Cancel'. It will change the order status to Pending retailer cancellation, then will change to Retailer cancellation.
  • Note: This does not cancel/refund the order in eBay. It MUST be done via The Marketplace. Further info can be found here.


Please note, if you don't action the order, you will continue to get alerts in regards to it.