Before any troubleshooting begins please prepare the Support Ticket as per the Ticket Guide.


**If the retailer has not provided enough information when they first submit the ticket and you need more information to be able to accurately troubleshoot and understand the issue use the Canned Response called 'Please provide more information to help us assist you'.  


Most common order issues for eBay LINK:  Please read all of the info below. (an order that has an error in eBay LINK will have a generic message that says Retailer Notified Failure which can mean several things as this article explains)

Most failed RNF orders can be fixed by the retailer.  Here are some of the most common reasons for the RNF message on an order. Note when checking order issues, also look at the product itself.

  • Product SKU not found -
  • Invalid line item, title cannot be blank
  • Unable to claim inventory
  • Customer email address invalid
  • Address incomplete, missing, invalid
  • Cannot find product variant or sku
  • Options of one or more of the products are invalid
  • Quantity out of stock
  • 400 : Null payload, couldn't get details (woocommerce)

  • Cannot find a Magento mapping for shipping method

  • Still more to add here ...

The 4 most common magento failed orders errors and fixes can be found here - http://support.omnivore.com.au/support/solutions/articles/17000075601-magento-1-order-errors

  • Failed due to no inventory or OOS in the retailers ecommerce store, or the product is not in our system but is still listed.  
  • Failed due to bad data (customer info, insufficient address).  
  • Order is in quarantine or on hold due to other external issues  
  • Not showing in the retailers ecommerce store or ebay link or the marketplace.  
  • Order has to be refunded or cancelled by the retailer.
  • Tracking and shipping information is incomplete.


Things to check before you send any FAQ's:

If necessary ensure the retailer provides the actual order in question.   

Ask the retailer to be specific, what status is the order in eBay, what outcome do they want, as per above seek to clarify.


Below is a list of Articles and FAQ's that best explain order errors and how to fix them.  


Most relevant Order FAQs for troubleshooting:


Orders not marked as Shipped -http://ebaylinksupport.omnivore.com.au/support/solutions/articles/17000042277-orders-are-not-marked-as-shipped-in-ebay

Bigcommerce order problems - http://ebaylinksupport.omnivore.com.au/support/solutions/articles/17000041350-bigcommerce-order-errors

Shopify order problems - http://ebaylinksupport.omnivore.com.au/support/solutions/articles/17000042275-shopify-order-errors

Product SKU not found - http://ebaylinksupport.omnivore.com.au/support/solutions/articles/17000063332-order-error-product-sku-not-found-

Cancelling an order - http://ebaylinksupport.omnivore.com.au/support/solutions/articles/17000076510-cancelling-orders-for-out-of-stock-and-seller-standards


A good FAQ to send to retailers - http://ebaylinksupport.omnivore.com.au/support/solutions/articles/17000042523-what-does-the-order-status-retailer-notified-failure-mean-

All of the above errors and reasons for failed orders can be found on the Omnivore, Catch, Trade Me and eBay LINK Support Portals.  In many cases (but not all) order issues have similar errors with similar fixes.  Sometimes it helps to read other articles from other marketplace portals, or check Omnivore Support.  Order issues, are also product issues so always check both.


Tips and things to check when fixing orders:

  • Use the links at the bottom of the order page (Admin Only Section) to check the raw data and xml order information from the marketplace.  E.g order data as sent to retailer.
  • If the order has a 'cannot find product variant or sku error' search the order data for the eBay ' item id ' this will allow you to find the actual listing the buyer ordered.
  • Use the order history, it is a good indication of what has happened with that order.
  • If the order is not changing to Shipped in eBay but it is shipped check to see if the retailer has automatic feedback turned on in eBay and eBay LINK.  If it is ON in both places the shipping information won't get updated.
  • If you cannot find the order in eBay LINK check the  eBay Australia Order Queue file on the orders page.  Do a look-back if you need to.
  • Always check the status of the Order Jobs using Retailer Admin, New Dashboard, List Jobs.
  • Order Issues Take Priority.