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 Trade Runner: (an order that has an error in Trade Runner will have a generic message that says Retailer Notified Failure which can mean several things as this article explains)
Please read all of the info below before you begin troubleshooting.
- 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.
- For Magento users an order will appear failed if the Shipping Method is not mapped in Trade Runner.
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 Trade Me, what outcome do they want, as per above seek to clarify.
Check the product or products in the order, order issues are product issues too.
Below is a list of Articles and FAQ's that best explain order errors and how to fix them. Our FAQ's cover most order issues.
Most relevant Order FAQs for troubleshooting:
Orders not marked as Shipped - http://traderunnersupport.omnivore.com.au/support/solutions/articles/17000074005-order-lifecycle-and-updates
Bigcommerce order problems - http://traderunnersupport.omnivore.com.au/support/solutions/articles/17000064412--bigcommerce-order-errors
Shopify order problems - http://traderunnersupport.omnivore.com.au/support/solutions/articles/17000064410-shopify-order-errors and http://traderunnersupport.omnivore.com.au/support/solutions/articles/17000072875-shopify-order-data
Magento order problems - http://traderunnersupport.omnivore.com.au/support/solutions/articles/17000054569-magento-order-errors
Quarantined order - http://traderunnersupport.omnivore.com.au/support/solutions/articles/17000062137-quarantine-orders
Refunding an order: http://traderunnersupport.omnivore.com.au/support/solutions/articles/17000051578-refunding-a-customer
Order Life Cycle - http://support.omnivore.com.au/support/solutions/articles/17000074006-trade-me-order-lifecycle-and-updates
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 Trade Me ' listing code ' this will allow you to find the actual listing the buyer ordered based on the Marketplace.
- Use the order history, it is a good indication of what has happened with that order.
- If you cannot find the order in Trade Runner check the Trade Me Order Queue file on the orders page.
- Always check the status of the Order Jobs using Retailer Admin, New Dashboard, List Jobs. There are several order jobs that run regularly so any failed jobs could be indicative of a wider issue.
- Check the store is connected correctly to the eCommerce store, there could not non-visible errors.