Read this article if you have an order in Omnivore that says Retailer Notified Failure.  Or if an order has not arrived into your eCommerce Store.


TABLE OF CONTENTS



Summary & Order Issues


If you have orders that are stuck at 'Retailer Notified Failure' in Omnivore it means that we have attempted to send the order through to your eCommerce store but your store will not accept the order.   The order at the Marketplace level is fine, the stuck point is between Omnivore and your Store.


There are usually a few reasons for this, to resolve this you will need to access Omnivore to view your Dashboard.  

Click Orders - All Orders - from the Order Landing Page filter by status Retailer Notified Failure.

Continue to read on to understand the most common reasons.


The customers address from the Marketplace is not structured correctly.


  1. In our system, click on the order from the ‘Orders’ landing page.
  2. From the actual order page check the address under Customer Details. 
  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. If the red alert error at the top of the order page in Omnivore says 'Unable to Reserve Inventory' or 'No Inventory'
  2. Check that you have inventory for the product in your eCommerce store.
  3. 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.
  4. If you are unable to fulfil the product, you will need to cancel and refund the order via The Marketplace. See our FAQ on how to cancel an order.
  5. So that you stop receiving our email alerts, you will need to cancel the order in our system.



A product has been removed from our system or we cannot match the SKU data:


  1. When you go to the order you will see "Product SKU Not Found".
  2. The SKU from the product in the order may not be the same SKU we have.  If the item in the order is in Omnivore but it has a different SKU you can edit the order in Omnivore and resend it to your store. The FAQ link above has instructions on how to do this.
  3. If there is no inventory, add inventory in your store, run a Sync now from the dashboard (if you have it)
  4. 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.
  5. If you are unable to fulfil the product, you will need to cancel and refund the order via The Marketplace. See the FAQ on how to cancel an order.



A product has been purchased on The Marketplace that wasn't put there by our system (similar to the step above)


  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 listed on the Marketplace 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.  See this article here for the steps.
  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 the Marketplace. See the FAQ on how to cancel an order.
  5. So that you stop receiving the email alerts, you will need to cancel the order in our system.



When you have to cancel an order


  1. If you need to cancel an order do so firstly at The Marketplace Store.
  2. Then find the order in Omnivore and click 'Cancel Order' on the order page itself.
  3. It will change to Pending retailer cancellation, then it will change to Retailer cancellation.
  4. This does NOT flow into your eCommerce Store.
  5. Cancelling the order in Omnivore ensures you do not continue to receive the failure alerts.
  6. From our support portal you can search on 'refund order or cancel order' to find the specific marketplace FAQ.



Key points about retailer notified failure orders


  • The order will remain in this status until you action it.
  • Omnivore will keep retrying to send the order until its successfully sent, cancelled, refunded or manually fulfilled are marked as such within Omnivore.
  • Omnivore will keep sending emails about the order until one of the above actions is carried out.


Additional Articles for Reading


SKU Not Found In Order

Invalid Email Address in Order

General Overview of Orders

Shopify Specific Order Errors