Order Errors & Resolutions Compilation
Please note that error messages will be different for each fulfillment provider.
Error message example: No message
Reasons: Customer clicks on the theme’s ATC button, NOT from teeinblue ➡ no customization ID is generated ➡ Unable to recover.
You can check in Shopify orders to see whether order includes a customization ID from TIB:
If you do not see the Customization ID there, please refer to the following article.
To prevent error:
- Improve teeinblue loading speed by adding script
- Hide all additional add-to-cart buttons of theme or third party application on product page and other pages
(Please contact us if you need further support with these solutions)
To resolve error: Contact your customer and ask them to replace the order because of technical error.
Error message example: No message
Reasons: On-going bug, under investigating and resolving. (Low frequency of occurrence)
To resolve error: Please report the issue to us once you see this error. Then, contact your customer and ask them to replace the order because of technical error.
You can also double-check to make sure you have not archived the Order from Shopify Admin > Order section.
(ZIP code, state, address, phone number,... )
Error message example: "ZIP code is incorrect. Please check again" ; "Address info is missing"
Reasons: Customer fill in information incorrectly during checkout process
To resolve error:
- Step 1: Contact your customer to ask for the correct information
- Step 2: Go to TIB ➡ Orders page ➡ Click on theo order to open Order Details ➡ Edit order right from app
(For Picanova users)
Error message example: "The address field cannot be exceeded than 40 characters"
Reasons: Picanova regulates that customer info address can't exceed 40 characters
To resolve error: Go to Order Details in TIB ➡ Edit order ➡ Adjust customer address to be lower than 40 characters
Error message example: "Product SKU is incorrect" ; "Print area must match item variant"
Reasons: SKU of variants within product base is incorrect
To prevent error:
- Not edit the SKU from imported product bases
- Check SKU in catalog on provider's site and compare it to SKU within application
To resolve error:
- Step 1: Go to Product Base and correct the SKU
- Step 2: Update product to all campaigns that are using the product base
- Step 3: After campaigns are updated, the SKU will be automatically corrected in orders
Error message example: "Printarea key is incorrected" ; "Missing print file" ; "Invalid key"
The error message might look like this:
Reasons: The print-area name is different from the key name required by provider
To prevent error:
- Step 1: Go to provider's site ➡ Go to product details in catalog
- Step 2: Check the print-area name, or key name, print-area key
- Step 3: Go back to TIB ➡ Product Base ➡ Edit product base ➡ Edit the print-area "Name to fulfill" of variants (Read: Variant of Product base)
To resolve error:
- Step 1: Go to provider's site ➡ Go to product details in catalog ➡ Check the print-area key name
- Step 2: Go to Orders page ➡ Order details ➡ Scroll down and edit the print-area key
Normally, with order with only one Printarea, please try front, or default
Error message example: "Order contains duplicate reference ID - #10xx. Existing order - 91xxxx"
Reasons: When there's an identical order ID in the provider's platform. This might happen when an order has more than 1 order item, and you mis-fulfilled one of the items in that order.
To resolve error:
- Step 1: Go to Bulk Fulfill ➡ Resolve the order item got error
- Step 2: Go to section Ready to fulfill ➡ Select the identical order
- Step 3: Click on button "Set name and fulfill", then change the order name
(For Picanova and Printful users)
Error message example: "Cannot fulfill because of missing field"
Reasons: Certain products of Picanova (or Printful) need required options (like Canvas with canvas border)
For Picanova users: Please read Set up required options for Picanova products to prevent and resolve issue.
For Printful users: Please contact our support team via chat box in application portal to receive further help.
Error message example: Mostly a generic message: "Order cannot be fulfilled."
Reasons:
Imported product info is outdated
Or, manual input of product info is incorrect
To prevent error:
- Step 1: Go to provider's site ➡ Go to product details in catalog
- Step 2: Check the print-area size
- Step 3: Go back to TIB ➡ Product Base ➡ Edit product base (only work with the next orders onwards)
To resolve error:
- Step 1: Go to provider's site ➡ Go to product details in catalog ➡ Check the print-area key size. Normally, right after you import the product, the printarea size is already pre-filled in for you.
- Step 2: Go to Product Base ➡ Printarea section ➡ and re-enter the correct size.
- Step 3: Go to your Campaign Page, and update the locate artwork setting.
- Step 4: Update the Campaign again
- Step 5: Go to your Shopify Admin > Order > Select the Order ID > then add a note at the note section.
This action will force the order to be synced into the application and re-rendered to your latest change.
Error message example: No message
Provider will send email about rejected order
Reasons: Provider's system doesn't check print-area when order is sending over.
To prevent error:
- Check the print-area extremely carefully before launching Campaign.
- Repeat above steps from resolution of case 5-a.
To resolve error:
- Step 1: Contact teeinblue support to revert Order Status.
- Step 2: After TIB support informs about successfully reverting process, repeat above steps from resolution of case 5-a.
Error message example: "Generating order item design please wait a few seconds..." (Showing in design placement of Order details)
Reasons: Customized design file is too heavy ➡ Long processing time ➡ Render time-out
To resolve error: Contact our Support Team for further assistance.
Please note that the maximum size for your Order should not be larger than 12000 x 12000 px.
Error message example: No message
If field is missing, design will render as original layer in artwork. Customer will contact you to report the error
Reasons: Customer checkout but forgets to customize certain fields and left it empty or non-selected.
To prevent error: Go to Artwork editor ➡ Enable "Mark as required" for every layer to prevent missing field.
To resolve error:
- Step 1: Contact your customer to ask for the correct option(s)
- Step 2: Go to Order details ➡ Click on button "Edit customization" ➡ Select/Input correct option/text ➡ Save new customization
- Step 3: Scroll down to design ➡ Click on "Regenerate button" to render new final design
Please do NOT change the Campaign's Artwork on on-going Campaigns
Error message example: No message
Design shows exactly like original artwork, without any customization
Reasons: Artwork is replaced in campaign by a cloned artwork, but user forgets to update campaign
To prevent error: After replacing a cloned artwork in campaign, remember to update so it can sync correct artwork on storefront.
To resolve error: As same with resolution of case 6-b.
Error message example: "Some of line items in selected orders will not be fulfilled: #Order_number - Line_items_number"
Reasons: The selected orders might have been sent before, so on provider platform, that selected order has existed. That's why it's unable to send the same order number because it will cause duplication.
To prevent error: Please make sure how many line items within one order, because once you send order to fulfill, you can't revert the process.
To resolve error:
- Step 1: Go to section Ready to fulfill ➡ Select the order that's unable to send
- Step 2: Click on button "Set name and fulfill", then change the order name
- Step 3: Resend order to fulfill
1. Missing order or order details in application
Case 1-a: Order doesn't show in application
Error message example: No message
Reasons: Customer clicks on the theme’s ATC button, NOT from teeinblue ➡ no customization ID is generated ➡ Unable to recover.
You can check in Shopify orders to see whether order includes a customization ID from TIB:
If you do not see the Customization ID there, please refer to the following article.
Solutions:
To prevent error:
- Improve teeinblue loading speed by adding script
- Hide all additional add-to-cart buttons of theme or third party application on product page and other pages
(Please contact us if you need further support with these solutions)
To resolve error: Contact your customer and ask them to replace the order because of technical error.
Case 1-b: Order shows as blank in application
Error message example: No message
Reasons: On-going bug, under investigating and resolving. (Low frequency of occurrence)
Solutions:
To resolve error: Please report the issue to us once you see this error. Then, contact your customer and ask them to replace the order because of technical error.
You can also double-check to make sure you have not archived the Order from Shopify Admin > Order section.
2. Missing or Incorrect Order info
Case 2-a: Missing/Incorrect customer info
(ZIP code, state, address, phone number,... )
Error message example: "ZIP code is incorrect. Please check again" ; "Address info is missing"
Reasons: Customer fill in information incorrectly during checkout process
Solutions:
To resolve error:
- Step 1: Contact your customer to ask for the correct information
- Step 2: Go to TIB ➡ Orders page ➡ Click on theo order to open Order Details ➡ Edit order right from app
Case 2-b: Excess characters of customer address info
(For Picanova users)
Error message example: "The address field cannot be exceeded than 40 characters"
Reasons: Picanova regulates that customer info address can't exceed 40 characters
Solutions:
To resolve error: Go to Order Details in TIB ➡ Edit order ➡ Adjust customer address to be lower than 40 characters
Case 2-c: Incorrect variant SKU
Error message example: "Product SKU is incorrect" ; "Print area must match item variant"
Reasons: SKU of variants within product base is incorrect
Solutions:
To prevent error:
- Not edit the SKU from imported product bases
- Check SKU in catalog on provider's site and compare it to SKU within application
To resolve error:
- Step 1: Go to Product Base and correct the SKU
- Step 2: Update product to all campaigns that are using the product base
- Step 3: After campaigns are updated, the SKU will be automatically corrected in orders
Case 2-d: Incorrect print-area key name
Error message example: "Printarea key is incorrected" ; "Missing print file" ; "Invalid key"
The error message might look like this:
Reasons: The print-area name is different from the key name required by provider
Solutions:
To prevent error:
- Step 1: Go to provider's site ➡ Go to product details in catalog
- Step 2: Check the print-area name, or key name, print-area key
- Step 3: Go back to TIB ➡ Product Base ➡ Edit product base ➡ Edit the print-area "Name to fulfill" of variants (Read: Variant of Product base)
To resolve error:
- Step 1: Go to provider's site ➡ Go to product details in catalog ➡ Check the print-area key name
- Step 2: Go to Orders page ➡ Order details ➡ Scroll down and edit the print-area key
Normally, with order with only one Printarea, please try front, or default
3. Duplicated Order ID
Error message example: "Order contains duplicate reference ID - #10xx. Existing order - 91xxxx"
Reasons: When there's an identical order ID in the provider's platform. This might happen when an order has more than 1 order item, and you mis-fulfilled one of the items in that order.
Solutions:
To resolve error:
- Step 1: Go to Bulk Fulfill ➡ Resolve the order item got error
- Step 2: Go to section Ready to fulfill ➡ Select the identical order
- Step 3: Click on button "Set name and fulfill", then change the order name
4. Missing required options
(For Picanova and Printful users)
Error message example: "Cannot fulfill because of missing field"
Reasons: Certain products of Picanova (or Printful) need required options (like Canvas with canvas border)
Solutions:
For Picanova users: Please read Set up required options for Picanova products to prevent and resolve issue.
For Printful users: Please contact our support team via chat box in application portal to receive further help.
5. Print-area related errors
Case 5-a: Incorrect print-area size
Error message example: Mostly a generic message: "Order cannot be fulfilled."
Reasons:
Imported product info is outdated
Or, manual input of product info is incorrect
Solutions:
To prevent error:
- Step 1: Go to provider's site ➡ Go to product details in catalog
- Step 2: Check the print-area size
- Step 3: Go back to TIB ➡ Product Base ➡ Edit product base (only work with the next orders onwards)
To resolve error:
- Step 1: Go to provider's site ➡ Go to product details in catalog ➡ Check the print-area key size. Normally, right after you import the product, the printarea size is already pre-filled in for you.
- Step 2: Go to Product Base ➡ Printarea section ➡ and re-enter the correct size.
- Step 3: Go to your Campaign Page, and update the locate artwork setting.
- Step 4: Update the Campaign again
- Step 5: Go to your Shopify Admin > Order > Select the Order ID > then add a note at the note section.
This action will force the order to be synced into the application and re-rendered to your latest change.
Case 5-b: Orders got rejected because of incorrect print-area (after successfully fulfilled via TIB)
Error message example: No message
Provider will send email about rejected order
Reasons: Provider's system doesn't check print-area when order is sending over.
Solutions:
To prevent error:
- Check the print-area extremely carefully before launching Campaign.
- Repeat above steps from resolution of case 5-a.
To resolve error:
- Step 1: Contact teeinblue support to revert Order Status.
- Step 2: After TIB support informs about successfully reverting process, repeat above steps from resolution of case 5-a.
6. Final design related errors
Case 6-a: Final design doesn't render in order
Error message example: "Generating order item design please wait a few seconds..." (Showing in design placement of Order details)
Reasons: Customized design file is too heavy ➡ Long processing time ➡ Render time-out
Solutions:
To resolve error: Contact our Support Team for further assistance.
Please note that the maximum size for your Order should not be larger than 12000 x 12000 px.
Case 6-b: Final design rendered but with certain missing / incorrect customized fields
Error message example: No message
If field is missing, design will render as original layer in artwork. Customer will contact you to report the error
Reasons: Customer checkout but forgets to customize certain fields and left it empty or non-selected.
Solutions:
To prevent error: Go to Artwork editor ➡ Enable "Mark as required" for every layer to prevent missing field.
To resolve error:
- Step 1: Contact your customer to ask for the correct option(s)
- Step 2: Go to Order details ➡ Click on button "Edit customization" ➡ Select/Input correct option/text ➡ Save new customization
- Step 3: Scroll down to design ➡ Click on "Regenerate button" to render new final design
Please do NOT change the Campaign's Artwork on on-going Campaigns
Case 6-c: Final design rendered as original artwork
Error message example: No message
Design shows exactly like original artwork, without any customization
Reasons: Artwork is replaced in campaign by a cloned artwork, but user forgets to update campaign
Solutions:
To prevent error: After replacing a cloned artwork in campaign, remember to update so it can sync correct artwork on storefront.
To resolve error: As same with resolution of case 6-b.
7. Can't fulfill some line items in selected orders
Error message example: "Some of line items in selected orders will not be fulfilled: #Order_number - Line_items_number"
Reasons: The selected orders might have been sent before, so on provider platform, that selected order has existed. That's why it's unable to send the same order number because it will cause duplication.
Solutions:
To prevent error: Please make sure how many line items within one order, because once you send order to fulfill, you can't revert the process.
To resolve error:
- Step 1: Go to section Ready to fulfill ➡ Select the order that's unable to send
- Step 2: Click on button "Set name and fulfill", then change the order name
- Step 3: Resend order to fulfill
Updated on: 18/08/2022
Thank you!