Help CenterOrders

Fix orders in Order Issues

Admin portalOrdersUpdated today

Orders that arrive from your API or from a store, and cannot be created, wait here with a clear reason. Fix them, release them or ignore them.

Before you start
  • Your role has the Issues permission. You see only issues of the merchants in your scope.
1

Open Order Issues

Find the issues you need to work on.

Orders › Order IssuesSample screen
Orders1 Order Issues
2
All6API order rejected3Store order failed1On hold: credit limit1After cut-off1
3State: Open ▾
Request IDTypeReason
req_7Hk29Qa1API order rejectedPackage rule PR-104 doesn’t match pickup city Dammam
  1. Go to Orders › Order Issues. You can also arrive from the Dashboard, with that issue already selected and a link back.
  2. The types. API order rejected, Store order failed, On hold: credit limit and After cut-off, each with a count. The counts and the list cover the merchants you can see. Errors found while importing a file stay in that import batch; they are not shown here.
  3. State. Switch between Open, Resolved and Ignored.
2

Read the reason

Each row tells you what failed and why.

Orders › Order IssuesSample screen
1 Request ID2 Type3 Merchant / source4 Reference5 Reason6 First seen
req_7Hk29Qa1 CopyAPI order rejectedAl Noor Electronics · APIKH-7801Package rule PR-104 doesn’t match pickup city DammamToday 09:12
req_3Lm81Zc9 CopyOn hold: credit limitSahab Fashion · StoreSF-2210Over the credit limitToday 08:40
  1. Request ID, with a copy button. It identifies the exact failed request, so developers can trace it. Quote it when you ask Fleetics for help.
  2. Type of issue.
  3. Merchant or source. Who sent it, and how: API or store.
  4. Reference. The merchant’s own order reference.
  5. Reason, in plain words.
  6. First seen. When the issue first came in.
3

Take the action for that type

The ⋯ menu offers the right action for the type of issue.

Orders › Order IssuesSample screen
TypeMerchant
API order rejectedAl Noor Electronics1 ⋯
2 Fix & create order
3 Open merchant
5 Copy request ID
Log as a ticket
Ignore…
TypeMerchant
On hold: credit limitSahab Fashion⋯
4 Release
Open merchant
Copy request ID
Log as a ticket
Ignore…
  1. Press ⋯ on the row.
  2. Fix & create order. For API, store and after-cut-off issues. Create Order opens filled in from the failed order, with the bad fields highlighted. Correct them and create the order.
  3. Open merchant takes you to the merchant.
  4. Release. For a credit hold. The merchant’s order waits here until they are back under their credit limit, and then it releases by itself. Release lets you do it sooner, but Fleetics refuses while the merchant is still over the limit.
  5. Every issue also has Copy request ID, Log as a ticket and Ignore.
4

Ignore what you do not need

Choose Ignore from the ⋯ menu.

Orders › Order IssuesSample screen
Ignore issue✕
Merchant will resend ▾
Cancel2Ignore
3State: Ignored ▾
  1. Reason. Say why you are ignoring it: Duplicate, Merchant will resend, Test order or Other.
  2. Ignore moves the issue out of the Open list.
  3. The Ignored state keeps it, so you can find it again.
5

Work on several at once

Tick the issues to act on all of them.

Orders › Order IssuesSample screen
1Request IDTypeMerchant
☑req_7Hk29Qa1API order rejectedAl Noor Electronics
☑req_5Tn40Pd2Store order failedSahab Fashion
2 selected2Retry3Log as a ticket4IgnoreClear
  1. Tick the issues. The bar floats at the bottom, so the page does not move.
  2. Retry tries the selected issues again.
  3. Log as a ticket sends them to Fleetics support.
  4. Ignore moves them to the Ignored state.
6

Ask Fleetics for help

If you cannot fix an issue yourself, log it as a ticket.

Order IssuesSample screen
2 selectedRetry1Log as a ticketIgnore
2Thank you! Ticket TK-1042 is logged · Fleetics will get back to you right away
A copy of the ticket was sent to your email.
  1. Log as a ticket. Use it from the selection bar, or from the ⋯ menu of one issue. The ticket is created straight away, with no form, and the request IDs of the selected issues are attached to it.
  2. The confirmation gives you the ticket number, and a copy is sent to your email. The conversation continues by email.
Activated by FleeticsStore connections, such as Salla, are set up by Fleetics with the keys from your own app. Contact Fleetics to activate a store integration for your company.

Good to know

  • On hold: credit limit. An order from a merchant who is over their credit limit waits here, and the merchant can see it. It releases by itself when the merchant is back under the limit.
  • After cut-off. An order that arrived after the cut-off of a service that is set to reject late orders.
  • Import errors stay in their import batch. They are not listed here.
  • Suspended merchants. Their orders are rejected and logged on the merchant only.

Screens are simplified drawings with sample data. Your portal may look a little different, but the names and steps are the same.

Common questions

Why is a suspended merchant’s order not here?

Orders from suspended merchants are rejected and logged on the merchant only.

What is the request ID for?

It identifies the exact failed request. Quote it when you ask Fleetics support for help.

Do ignored issues disappear?

No. They move to the Ignored state and stay searchable.

Related guides

Create an orderImport orders in bulk
Was this helpful?
On this pageOpen Order IssuesRead the reasonTake the action for that typeIgnore what you do not needWork on several at onceAsk Fleetics for helpGood to knowCommon questions