Common Errors from Integrations
IN THIS GUIDE
Fulfillment by Amazon (FBA)
General Errors for Multiple Integrations
Reporting Errors and Getting Help
Occasionally when an order is submitted for fulfillment or when trying to make a connection between Order Desk and an integration, you will receive an error message letting you know the order was not successfully submitted or that something is wrong with the connection. These errors can be ambiguous and difficult to understand, making it hard to know what to fix for everything to work as expected.
If you have an order that doesn't seem to be submitting, you can find the error message by scrolling down to the Order History section near the bottom of the order page:
This guide will go over some of the common errors that show up in Order Desk, what they mean and how to fix them. When in doubt, contact your fulfillment service or the integration throwing the error for help regarding the meaning of the error and contact Order Desk Support for help with fixing the error or resubmitting an order.
Please keep in mind that Order Desk is an app that is communicating between your shopping cart and your fulfillment service. When you receive an error message, especially with an order that didn't submit for fulfillment, this is typically a message that Order Desk is relaying to you directly from the the integrated service - not an error with or from Order Desk itself. If an error doesn't make sense and you believe that everything is accurate about the order, contact the company the error is coming from to find out more.
Common Fulfillment by Amazon (FBA) Errors
For a list of common FBA errors, please click through to the expanded guide here.
Common Dubow Errors
- Order Could Not Be Submitted to Dubow: A ProductName was given without a Mill and no match was found
- Order Could Not Be Submitted to Dubow: Customer does not have rights to DesignID
Order Could Not Be Submitted to Dubow: A ProductName was given without a Mill and no match was found
What it means: Most likely one of the variations on an item in the order isn't matched to Dubow's name for the variation.
What caused it: When the variation on the item doesn't match Dubow's name for that variation (for instance, the color is written down slightly different, i.e.: grey vs gray), Dubow won't recognize the item and won't accept the order.
How to fix it: Double check that the variations match Dubow's variation names exactly. If they don't, edit the item(s) in the order and resubmit.
Order Could Not Be Submitted to Dubow: Customer does not have rights to DesignID
What it means: Dubow doesn't recognize the DesignID on the order.
What caused it: This error can actually be caused by a temporary glitch. If you get this error, wait a few seconds then try to re-submit the order.
How to fix it: If resubmitting the order doesn't resolve the problem, contact Dubow for further help regarding the order and the Design ID they provided.
Common WooCommerce Errors
- WooCommerce Set Order Status Failed: Missing parameter data
- Connection to WooCommerce failed. cURL error 60: Peer's Certificate issuer is not recognized.
- My Orders Are Importing Late
WooCommerce Set Order Status Failed: Missing parameter data
What it means: Something is blocking the way Order Desk and WooCommerce communicate with each other, preventing necessary data from passing through the API.
What caused it: This error typically means one of two things: either there is a plugin being used in the WooCommerce store that is interfering with the way data is pushed and pulled through the API, or a firewall is blocking the way Order Desk needs to communicate with the cart. In both cases, this is an issue on the WooCommerce side that needs to be addressed and cannot be fixed from within Order Desk.
How to fix it: This requires checking in WooCommerce for any analytics or security plugins that may be interfering with connection or checking that there isn't a firewall blocking Order Desk. Please refer to this doc for the most current Order Desk IP addresses that should be whitelisted in the case of a firewall issue.
FYI: This type of fix often requires help from either your host or a professional developer, and is out of the realm of support Order Desk is able to provide.
Connection to WooCommerce failed. cURL error 60: Peer's Certificate issuer is not recognized.
What it means: The SSL certificate on your store's domain is not configured properly which is causing the connection between WooCommerce and Order Desk to fail.
How to fix it: Check your domain using this website and contact your web host for help addressing any errors that are found. Typically the errors will have to do with incomplete chains.
FYI: For more information, please refer to the WooCommerce FAQ on SSL certificates.
My Orders Are Importing Late
What it means: There is a lengthy delay between an order being placed, and the order arriving in Order Desk.
What caused it: This can be due to a conflict between the time zone used in the WooCommerce server, and the time zone set in Order Desk. When Order Desk checks the WooCommerce server for new orders after a specific date, we're not seeing any because the date we ask for doesn't match the date in the server, even though there may be a new order waiting to be imported. After enough hours has passed, the order will eventually import because the date will finally match.
How to fix it: Switch over to the new WooCommerce API. In your Order Desk store, head on over to your WooCommerce settings and enable Use New API Version, which you can read more about here. This changes the import behavior, where previously your Order Desk store would import orders by date, the new API version will instead check for the most recent 50 orders on a regular basis.
Common MWW Errors
- Order Not Submitted to MWW Because All Order Items Were Skipped
- Order Could Not Be Submitted to MWW: There was an error submitting order information to MWW: String or binary data would be truncated. The statement has been terminated.
Order Not Submitted to MWW Because All Order Items Were Skipped
What it means: MWW doesn't know enough about the items in the order to be able to fulfill the order.
What caused it: For MWW to fulfill an order, they need two important details for each item in the order: the print_sku and the print_url. If either of these are missing, they will not be able to accept the order. The print_sku is their SKU (or product code) for the product that was ordered, and the print_url is your print file for that item using their template for the product. Sending them your own product name or SKU will not be enough information for them to know what you need printed.
How to fix it: The quickest way to fix this is to click on the Item Name in the order and add two variations, one for the print_sku and one for the print_url. In the Value field for these variations, add MWW's SKU and a direct link (the URL) to your print file:
FYI: If you need more information on how to set up your Order Desk account and submit orders to MWW, this Print on Demand Fulfillment guide provides a thorough walkthrough and explanation of all the steps necessary to eventually make this automatic, so you won't need to add variations to each order item before submitting to MWW.
Order Could Not Be Submitted to MWW: There was an error submitting order information to MWW: String or binary data would be truncated. The statement has been terminated.
What it means: The order can't pass through to MWW because one or more of the fields is wrong.
What caused it: Take a look at the item(s) in the order, specifically at the print details. The print_sku should be MWW's product code for the item and the print_url should be the link to your artwork file. Every time this error comes up, it's because the code and the url are switched, where print_sku has the link to the artwork file and print_url has MWW's product code. It's very easy to miss this mistake, but very easy to fix it as well!
How to fix it: There are a few ways to fix this, depending on where the print details are saved. If they are variations on the item, go into the item in the order and swap the variation field names for print_sku and print_url, then resubmit the order. If, however, the inventory item in Order Desk is saved with the wrong metadata fields, make sure to go into that inventory item and swap them and re-save it. You will still need to go into the order item and edit that as well. Since the metadata is saved to the order, you can add variations for print_sku and print_url instead, which will override the metadata fields, and then submit the order to MWW.
Some Errors Occurred While Trying To Fetch Design
What it means: The image data was not ready at the time of submission.
What caused it: The order was submitted too quickly before the image data was ready to be sent.
How to fix it: You'll want to make a pair of rules to help check your orders for the image data, rather than immediately submitting them as soon as they're imported into Order Desk. To
General Errors for Multiple Integrations
- Order Could Not Be Submitted to [Fulfillment Integration] Because It Has Already Been Submitted
- Error: Order Item: Could not find part number "xxx"!
- Order Could Not Be Submitted to [Fulfillment Integration]: There was an error submitting order information for Order #xxx: Order Id Empty
Order Could Not Be Submitted to [Fulfillment Integration] Because It Has Already Been Submitted
What it means: Once an order has already been submitted for fulfillment, whether it was shipped or canceled, it won't be able to be submitted again.
What caused it: The fulfillment service will see the exact same order number as an order they have already fulfilled or that was canceled, and they can't re-process the same order.
How to fix it: The quickest way to fix this is to change the order number and resubmit the order. To do this, click on the Edit Order Details button and add a -x to the end of the order number:
Save your changes and manually resubmit the order to your fulfillment service.
Error: Order Item: Could not find part number "xxx"!
What it means and how to fix it: With print on demand integrations, you may occasionally get an error that the order wasn't submitted because a part number can't be found. If you check that the part number is accurate, try to resubmit the order to make sure it wasn't a temporary glitch.
If you get the same error after resubmitting the order, this can mean that the print on demand provider needs to double check their own records to make sure the part number is in their system. In this event, please contact your printer to ensure they have added the accurate part number to their system and resubmit the order after you receive confirmation from them.
Order Could Not Be Submitted to [Fulfillment Integration]: There was an error submitting order information for Order #xxx: Order Id Empty
What it means and how to fix it: The Order ID might actually not be empty, but there is a problem with the Order Number that won't let the order submit. Check for any special characters (such as "&") in your Order Number and remove them. These characters can cause an error with the Order ID when it passes through the API to certain integrations. Once removed, try to resubmit the order. If you continue to get an error message, contact Order Desk Support for more help.
Reporting Errors and Getting Help
If you begin to experience an issue and you're not sure how to resolve it, then our support team is here to help. When doing so, you'll want to collect as much information about the issue as possible to help our team investigate further, as this will potentially narrow down the cause further and provide some overall context for what may be occurring.