Your Unicommerce account will be seamlessly connected to your Eshopbox workspace so that you don't have to log in to multiple panels for day-to-day operations. But there can be certain instances when you need to manually log in to your workspace to fix the error.
This article describes the commonly faced errors and how to troubleshoot them.
Failed orders
Orders fetched from any channel that could not be created successfully on Unicommerce for any reason are categorised as failed orders. You can view the same on Unicommerce by navigating to Orders > Failed orders.
No shipment is created for these failed orders on Unicommerce, so these orders are not imported on Eshopbox.
The two major reasons for an order getting failed are:
Invalid address – If the billing address is incorrect and the system cannot recognise the state code, the order is marked as ‘failed’ in Uniware.
SKU Not mapped –The products in the order do not find any mapping in the system. The orders are marked as' failed' for the products whose SKU mapping is missing.
To fix the errors, select the respective order rows and choose “Fix Problems”. Learn here how to troubleshoot failed orders on Unicommerce.
Unfulfillable orders
The order items for which the inventory is unavailable on Unicommerce are marked as Unfulfillable. Order items that are fulfillable are created as a shipment on Unicommerce, while those which are unfulfillable are kept on hold until their inventory is updated.
Once the inventory is received and updated on Unicommerce, the order item status is updated to Fulfillable. You can check the order status by navigating to Dashboard > Order items > Unfulfillable.
An order can be marked as Unfulfillable on Unicommerce due to the following reasons:
The item inventory is available on the channel (marketplace/website), but it is not updated on Uniware: You need to filter the particular SKU or Channel Listing Id on the Listings page and check its inventory update history. If the last sync was more than 10 minutes ago, you need to trigger the inventory sync again.
The product is created on Uniware, but its inventory has not been synced/updated yet: You need to check the last Inventory Adjustment made against the required SKU code on the Inventory Page.
The Inventory Sync for a channel is not activated, but Uniware receives an order for that channel: In this case, you need to get in touch with the Channel representative.
The inventory of an item was just 1, but multiple orders came in from different channels for the same item: In this case, the first order item will be allocated, while the rest will go unfulfillable.
Location toggle is turned off: If the location toggle is turned off, the inventory available at that location won’t be considered. In this case, make sure the toggle is on for the correct warehouse to allow inventory allocation.
For every unfulfillable order, you need to check the inventory logs on Unicommerce as well as in the Eshopbox workspace.
To check the inventory logs on your workspace, you need to follow the below given steps:
Step 1: Navigate to Inventory > All products
Step 2: Select the product whose inventory you want to check
Step 3: Click on Availability > View Inventory logs
If a 0 inventory update was sent correctly by Eshopbox, a successful response was received from Unicommerce, and still, the order was created on Unicommerce on 0 inventory, then you need to raise the issue with Unicommerce.
If no zero inventory update was sent from Eshopbox when the order was created on Unicommerce, then you need to raise a ticket to Eshopbox Support.
If the shipment was created on Unicommerce but marked as Unfulfillable on the Eshopbox workspace, you need to raise a ticket to Eshopbox Support with order details and the inventory mismatch to perform a facility switch. Facility Switch is an automatic process to correct inventory mismatches when a shipment cannot be directly rejected.
Failed to fetch shipping label
If an order is placed on Unicommerce, and Eshopbox is not the shipping provider, the shipping label for the same needs to be generated by Unicommerce. In case Eshopbox is the shipping provider, then the label needs to be generated by Eshopbox.
In case Eshopbox or Unicommerce is not able to fetch the label, the status of the order will be as follows:
Unicommerce shipment status | Eshopbox order status |
Packed | Processing - failed to Ready to ship |
If you fail to fetch a shipping label from Eshopbox, you need to recheck it on Unicommerce first. If the issue persists on Unicommerce as well, you should raise a ticket with Unicommerce support.