The Acenda Admin Order Issues page lists orders that ran into a problem with a sales channel or fulfillment provider, such as an order that failed to import or a fulfillment the marketplace rejected. Fixing these quickly helps you avoid shipping delays and marketplace penalties.
If an issue isn't fixed, the marketplace will likely cancel the order. Each row shows the channel's own error message, so you can see what went wrong and open the order to correct it.
Find your order issues
In the sidebar, under ORDERS, click Order Issues. The red badge next to it shows how many open issues you have. The page appears only for users with permission to view orders.
Or, on the Dashboard, click View Order Issues in the yellow Order Issues banner. The same list opens. You can dismiss the banner with its X.
To narrow the list, check one or more types in the Type filter. The options start with Select All, followed by Push Fulfillments, Pull Fulfillments, Failed Fulfillments, Push Orders, Pull Orders, Import Orders, Push Cancellations, Pull Cancellations, Ship Advice, Feeds, Files, Templates, Subscription and Other. With nothing checked, the filter reads No Filter and the list shows every type.
Important: An issue disappearing from Order Issues doesn't always mean it was fixed. An issue leaves the list about a day after its last failure, even if nothing was changed, so if an order is no longer being retried (for example, because the marketplace canceled it), its issue clears after about a day. Check the order's status on the Orders page.
What does each column mean?
The Order Issues list has one row per issue:
Column | What it shows |
Channel | The sales channel the order came from. |
Type | The kind of problem, for example Push Fulfillments when Acenda couldn't send a fulfillment (shipment and tracking) to the channel. |
Issue | The error message from the channel, when the issue was last seen, and how many times it has happened (for example · 2 times). Hover over the ⓘ next to the column name for a tooltip about how long issues stay on the list. |
Order ID | The Acenda order the issue belongs to. |
View | A button that opens the order. It appears only when the order exists in Acenda. Failed order imports show the marketplace's order number instead (for example |
Use the page-size menu and the arrows at the top right to move through long lists.
Fix an order issue
Read the message in the Issue column. It explains what the channel rejected.
Click View on the row. The order opens, and its Order Issues tab shows only that order's open issues.
In the order's shipment section, cancel the rejected fulfillment. The order page doesn't let you edit the carrier or tracking on a shipment that already exists.
In the same section, create a new fulfillment with the correct carrier and tracking. For more on entering tracking, see How to add tracking information to an order.
Check back on Order Issues. Once the channel accepts the corrected shipment, the entry clears from the list.
Note: There's no resend button. Acenda retries on the next scheduled sync: about every hour for Mirakl marketplaces such as Nordstrom and Macy's, every 30 minutes for Target, and every 20 minutes for Walmart. A fixed issue usually clears within 1 hour, but timing can vary by channel.
Example: carrier not accepted by the marketplace
Some marketplaces reject a fulfillment with a message like: "The alternative carrier option is deactivated by the operator. Carrier is not available in operator's referential." This means the carrier name on the shipment isn't on that marketplace's accepted list, and the marketplace has turned off its option for other carriers. Cancel the fulfillment and create a new one using a carrier from that marketplace's list. Spelling matters: on JCPenney, for example, Uni Uni is accepted but UniUni is rejected.
Troubleshooting & FAQ
Why did an issue disappear before I fixed it? An issue disappearing doesn't always mean it was fixed. An issue leaves the list about a day after its last failure, even if nothing was changed. If an order is no longer being retried, for example because the marketplace canceled it, its issue clears after about a day. Check the order on the Orders page.
I fixed the order. Why is the issue still listed? Acenda retries on the next scheduled sync, and entries usually clear within 1 hour of the corrected shipment being accepted. If it's still there after that, contact Acenda support.
What does "· 4 times" mean? The same error has happened that many times for the order. Last seen shows the most recent attempt.
Why does the marketplace say my carrier isn't available? The carrier name on the shipment isn't on that marketplace's accepted list. Cancel the fulfillment and create a new one with a carrier from the list, spelled exactly as the marketplace lists it.
Why is there no View button on a row? The order never made it into Acenda, for example a failed order import. The row shows the marketplace's order number instead, such as
External: 12345.I don't understand the error message. What should I do? The message comes from the channel, not Acenda. Copy it and contact Acenda support with the Order ID.
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