Order processing comprises multiple tasks, each of which must succeed for the order processing to complete. If a task fails during order processing, you are sent a notification, and the order is assigned an error status.
To receive notifications, you must have a Notification channel and Alert policy set. For more information, see:
Some failed tasks may be resolved by editing the order data. For example, if a required field in the order is omitted or invalid, you can manually edit the field and then reprocess the order, retrying the failed task.
Other tasks may fail because of an error in your Order Rules. Rules need to be executed together in sequence, so if Rules are edited to fix an error in order processing, the order should be reset, reverting the order to the state when it was imported, so processing can restart from the beginning.
If necessary, you can also Delete the order, removing all record of it from PackageBee. If the order still exists in your eCommerce platform and is eligible for import, it is imported to PackageBee again for automatic processing.
- Find the failed task
- View the Failure summary
- Attempt to resolve the error
Find the failed task
To view information about the task that failed, you can search for the task directly, or find it in the order's event log.
Search for the failed task directly
All tasks have the status Completed (successful) or Not Completed (either pending, or failed).
You can locate a failed task in the tasks view.
- In your PackageBee Dashboard, click Tasks.
- In the Filters box Status menu, select Not Completed.
- To refine your search, specify any of the the following filters:
- Connection — list only tasks related to a specific Connection between a Store and Merchant.
- Channel — list only tasks related to a specific data channel, one of:
- Sales Orders
- Sales Orders Returns
- Operation — list only tasks for a specific data channel operation.
- Created At — list only tasks created in the specified date/time range.
- Click Submit to filter your Tasks.
- When you locate the task, click its Task ID.
This will open the task, where you can view the failure summary to find more information.
Find the failed task in the order's event log
Alternatively, you can locate the failed order in the Orders view using the Search/filter bar.
- In your PackageBee Dashboard, click Orders.
- Click the Search/Filter bar to open the options.
- Click the Fulfillment Status drop-down menu, and select Error.
To further refine your search, you can specify an order number, customer name, or other identifying info in the Search/Filter bar. For examples and more information, see:
- Click the Search button.
- In the Search results, click the External ID (order number) to view the order details.
- In the Order view, you can find an overview of the error:
- Error type
- Error description
- Timeline of Events
- In the Timeline, you can click the most recent event of an order to view details about its associated task, including a failure summary.
View the failure summary
In the Task view, you can find information about the specific processing step that failed. On the right, under Basic information, you can click the Failure Summary code to find more details.
The summary indicates the nature of the failure. You can use this information to decide how to proceed.
Attempt to resolve the error
Depending on what caused the error, there are three main ways to resolve the error:
- Edit the order data manually, and reprocess it.
- Modify the order rules, and reset the order.
- Delete the order in PackageBee.
Edit the order and reprocess
If the task failed because of missing or invalid order data, such as a required field left blank, you can manually edit the data.
After you've fixed the data that triggered the error, you can reprocess the order to retry the task that failed.
Edit order rules, and reset the order
If the task failed because of an error in an Order Rule, you can edit the Rules for that Store.
After modifying the rules, you can reset the order. When an order is reset, it is reverted to the state when it was first imported to PackageBee, and order processing starts from the beginning, and all applicable Order Rules are applied in sequence.
Delete an Order
When you Delete an order in PackageBee, all data related to the order is purged. The order is not deleted from the eCommerce Store.
After you delete the order, the next time PackageBee checks for orders to import from your Store, if the order you deleted still exists and is eligible for import, it is imported and processing automatically begins again.
If you're unable to resolve an error, contact PackageBee Support. Let us know the details of the error, and we'll work with you to resolve it.