(Last updated on Mar 2021)

Please note that error messages will be different for each fulfillment provider.


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:


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.


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"

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



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 name
- Step 2: Go to Orders page ➡ Order details ➡ Scroll down and re-enter the correct size. Then regenerate the Order again.


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: Go to Orders page ➡ Order details ➡ Scroll down and regenerate the Order again.
If you're using Bulk fulfill, go to Bulk Fulfill Section after re-generated order design ➡ Mark order as "Ready"

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

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
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