Sometimes an order cannot be submitted to the supplier automatically - for example because a product is out of stock or the shipping address is incomplete. Such orders get the status error on the Orders page. This article explains the error categories, how to fix common causes, and how to resubmit an order.
When an order cannot be processed automatically, you also receive an email from GOGETTERS so you can take action quickly.
Find orders with errors
Open the GOGETTERS app and go to Orders.
Use the Error category filter at the top of the table and click Filter.
The error message from the supplier is shown in the Order Status column of the order.
The error categories
Account access - GOGETTERS could not log in at the supplier with your credentials, or ordering is disabled for your supplier account. Check the username, password or API key on the supplier's Settings page, or contact the supplier to verify your account is active.
Address and delivery - the customer's address was rejected by the supplier: for example a missing house number, an invalid postal code or phone number, or the supplier does not ship to the customer's country. Correct the address in your shop and resubmit the order.
Product availability - one or more products in the order are out of stock, discontinued or can no longer be ordered at the supplier. Contact the customer to offer an alternative, or wait until the product is back in stock and resubmit.
Other errors - anything that does not fit the categories above. Read the message in the Order Status column; if it is unclear, contact support.
Error: direct debit limit exceeded
Do you see the error "Direct debit limit exceeded"? This means the purchase value of the order is higher than your limit at the supplier. In this case, place the order with the supplier yourself, or contact our support team to have the limit increased.
Resubmit an order
After you have fixed the cause (for example corrected the address in your shop), you can send the order to the supplier again:
Go to Orders and find the order with status error.
Click re-submit in the Order Status column.
The order is queued for processing again. Refresh the page after a few minutes to see the result.
The re-submit link is available for integrated suppliers. An order can only be resubmitted once from the app; if it fails again, contact support.
When to contact support
Contact us via the chat in the app if:
the error message is unclear or does not match any of the causes above;
the order failed again after a resubmit;
the order is urgent and you want us to check it with the supplier.
Always include the order number, the supplier name and (if relevant) the SKU of the affected product.