TABLE OF CONTENTS

Overview

If you have orders that are stuck at Retailer Notified Failure it means that we have attempted to send the order through to your store, but your store will not accept the order. 


This FAQ reviews the possible reasons for this and what you need to do to resolve it.


Reasons for Retailer Notified Failure Orders and What to Do

There are usually a few reasons for this order status. You will need to log in to our system to resolve the issue. 


Below are the various reasons and resolutions.


The address from eBay is not structured correctly.

  1. In our system, click on the order from the Orders page.
  2. Check the address under Customer Details. Make sure there is a State and postcode.
  3. If you see prompts/suggestions for a change to the address – follow the instructions.
  4. Click the Send to retailer again button once you have made any necessary changes.
  5. Wait a few minutes and the order should flow through to your eCommerce store.


There is no inventory for the product ordered.

  1. Check that you have inventory for the product in your eCommerce store.
  2. If there is no inventory, add inventory in your store (if you have it), run an import from your dashboard, and once the product inventory has updated click the Send to retailer again button.
    Alternatively, you can manually create an order in your eCommerce store to fulfil.
  3. If you are unable to fulfil the product, you will need to cancel and refund the order.
  4. To stop receiving email alerts for the failed order, you will need to cancel the order in our system.


A product has been removed from your website / our system, but the marketplace listing was not ended.

  1. When you go to the order, you will see the error Product SKU Not Found.
  2. If there is no inventory, add inventory in your store (if you have it). 
  3. Run an import from your dashboard to update the inventory level.
  4. Once complete, the SKU should appear and you can click the Send to retailer again button within the order. Alternatively, you can manually create an order in your eCommerce store to fulfil.
  5. If you are unable to fulfil the product, you will need to cancel and refund the order.
  6. To stop receiving email alerts for the failed order, you will need to cancel the order in our system.


A product has been purchased on the marketplace from a listing that wasn't created by us.

  1. When you go to the order, you will see the error Product SKU Not Found.
  2. The product cannot be found in Omnivore, meaning it must have either been listed manually on the marketplace or from some other system
  3. If there is an equivalent product in Omnivore, you can use the Edit button next to the affected line item on the order screen. From there, you can add the correct SKU for the product, click Save and then click the Send to retailer again button.
  4. Alternatively, you can manually create an order in your eCommerce store to fulfil.
  5. If you are unable to fulfil the product, you will need to cancel and refund the order.
  6. To stop receiving email alerts for the failed order, you will need to cancel the order in our system.


Next Steps

Fulfil the order

  • If you can fulfil the order, then manually enter the order details (e.g. name, address etc) into your eCommerce platform. 
  • In our system, mark the order as Fulfilled Manually by clicking the Fulfilled Manually button at the top of the order details page.
  • NOTE - you will have to update shipping details manually through your marketplace seller account. Once an order is marked as manually fulfilled, it denotes an end of life status in Omnivore, and no further updates will be made to it.


Cancel the order

  • Find the order in our system. In the top right-hand corner of the order page, click Cancel. 
  • This will change the order status to Pending retailer cancellation, then it will change to Retailer cancellation.
  • NOTE - This does not cancel / refund the order on the marketplace. That MUST be done via your marketplace seller account. Further info can be found here.


Please note, if you don't action the order, you will continue to get alerts in regards to it.