What should I do if my order has processing issues?

If an order has processing issues, the next step depends on the type of problem shown in the system.

Order is not synced or cannot be found

If the order does not appear in the system or cannot be searched:

1. Refresh the page and check again.
2. If the order was processed directly in the marketplace first, check whether the order has already moved to another status such as printed.
3. If the order is still missing, provide the order ID for checking and manual sync.

In some cases, the order can be manually synced and will appear in the system after that.

Shipment arrangement failed

If the order shows Arrange Shipment failed:

1. Check whether the order can still be arranged from the marketplace seller center.
2. Confirm the shipping or courier method on the marketplace side.
3. If the marketplace order does not have a delivery method, shipment cannot be arranged in the system.
4. If the order was already arranged or the shipping label was already printed in the marketplace, the order can be updated to the correct status in the system and will later sync automatically.

Cannot print invoice or airway bill

If the order cannot be printed:

1. Update the tracking number for the order.
2. Refresh the page.
3. Check whether the order has moved to the To Print tab.

Important notes

• Some sync issues may be caused by marketplace API limitations or temporary API issues.
• Some order processing issues may require manual sync or technical checking.

Information to prepare before requesting help

When asking for assistance, prepare:

• Order ID
• Store name
• Marketplace/channel name
• Screenshot of the order status or shipping method if relevant

This helps speed up checking for sync, shipment, and status issues.

Updated on: 11/05/2026