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. Search by the marketplace order ID.
3. Change the date filter to Last 7 Days or use Custom Date to check the order date. Orders may not appear if the date filter is too narrow.
4. If the order was processed directly in the marketplace first, check whether the order has already moved to another status such as printed.
5. If the order is still missing, prepare the order ID, channel, and order date for checking and manual sync.

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

Shipment arrangement failed

If the order shows Arrange Shipment failed:

1. Confirm the shipping or courier method on the marketplace side. If the courier is set to Drop Off but the order does not support it, change the setting to Pickup via Order Processing > Shipping Label Settings > Shopee > Courier Service Setting > find the courier > switch to Pickup or Manual Select.
2. If the marketplace order does not have a delivery method, shipment cannot be arranged in the system.
3. 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.
4. If the error message is related to a Shopee server issue, kindly allow for some time and try again. If still unable to proceed, process the order from Shopee Seller Centre directly.

If the order cannot be printed:

1. Refresh the page and check if the order status has updated.
2. Tick the order and click Update Tracking Number at the top right corner to pull the latest AWB data.
3. Check whether the order has moved to the To Print tab, then try printing again.
4. If the order is stuck in the Pending Process > In Queue tab for more than a few minutes, contact Support with the Order ID for manual checking.
5. If the order is stuck in Arrange Failed, check the error message to solve it.
6. If the issue affects only one marketplace channel (e.g., Shopee but not TikTok), note this when contacting Support as it may indicate a platform-specific issue.

Note: Sender information on the airway bill cannot be hidden or masked from SiteGiant's side. Check directly with the respective marketplace seller center for this option.

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: 03/08/2026