On the SKUTOPIA shipping platform, orders may get stuck in various statuses due to several reasons. It's important to understand these statuses to troubleshoot effectively.
SKUTOPIA recommends regularly monitoring the status of your orders to catch any issues early to improve customer’s satisfaction with the shipping process for their orders.
Common Issues and Solutions
1. Orders in Review
Issue: Orders move into review status due to missing or incomplete information.
Possible Causes:
- Missing or unclear recipient address, email, or phone number.
- Missing order product weights or parcel details.
- Missing critical product information for international shipments.
Solutions:
- Review and Update: Check the order details for any missing information. Update the recipient's address, email, phone number, product weights, and parcel details.
- Consider adding address validation at checkout to improve the quality of address information being captured via your eCommerce platform.
- For international orders please check that the HS code and Country of Manufacture for the products are clearly being added.
- Attempt to Request Rates to Book a Label Again: After updating the necessary information, attempt to request rates and book a label again.
2. Orders which were in Processing at SKUTOPIA moved back to Open or Review status
Issue: Orders move into the Processing at SKUTOPIA status when merchants utilise SKUTOPIA’s robotic warehouse for their fulfilment. There could be configuration issues or missing data which is impacting the order from being picked and packed.
Possible Causes:
- Missing or unclear barcodes on product stock kept in warehouse
- Barcode for a product is linked to multiple SKUs
- Missing bundle information in either Shopify or SKUTOPIA being configured
- Weight limit exceeded or volume limit exceeded
- Insufficient stock
- Carrier rates retrieval failed as carrier specific required information was missing. This is usually due to:
- A missing phone number for carriers that require a phone number
- Incorrect address details, normally relating to an issue with the postcode and/ or suburb
- When shipping internationally, missing product information such as a Harmonised Code (HC)
- Quantity of product missing from the order
Solutions:
- Review the error: Check the Order and to see if there is an error message and if there is take the recommended corrective actions and try again.
- Check stock levels: Check your stock inventory section in the Shipping Platform to confirm that there is stock defined for the barcode available in the SKUTOPIA Urban Robotic Fulfilment centre.
- Update bundles: if your order includes a bundle, make sure the bundle has been configured prior to pushing orders to SKUTOPIA in either Shopify or the SKUTOPIA platform. Contact Customer Success to have the bundle configured via Skutopia if you are unable to do so in Shopify.
- B2B orders with a large volume of products may be too large for standard fulfilment in the robotic warehouse. Contact the SKUTOPIA team to discuss recommendations of managing these orders.
- Replenish stock: Wait for confirmation stock is put away in the SKUTOPIA warehouse and reconfirm order.
- Customer information: Check the order details for any missing information for Carrier services. Update the recipient's address, email, phone number, product weights, and parcel details including product item quantities.