TABLE OF CONTENTS

Overview

Sometimes we import an order from the marketplace and when we attempt to push that order to your eCommerce Store we are not able to because the marketplace SKU in the order from the market is different from the product SKU in your eCommerce Store. This FAQ reviews what happens in this case and what to do to correct it.


Product SKU not found

When a SKU on a marketplace doesn't match any SKU in your eCommerce store, we are unable to match the product purchased on the marketplace with a product in Omnivore. 


These orders in our system will be in a status called Retailer Notified Failure.


Note - on the order page in Omnivore, the error you will see is:  Product SKU Not Found (or similar wording).


This can occur for several reasons:


  • If you first list a product as a single variant product (i.e. it does not have options such as colour or size), then later, the product structure is changed to a multi-variant product (i.e product has options such as colour and size to choose from).
  • You had existing listings on the marketplace before you went live with Omnivore that were not handled correctly. In this scenario, the product ID will likely not match to the Omnivore ID.


How to correct 

Follow the steps below to edit the order in our system so it can be resent to your eCommerce Store.


Step 1: Find the product in the marketplace and also find that same product in Omnivore.

  1. Find the exact product name that was sold on the marketplace. You might need to look in the marketplace directly to get that info. 
  2. Find the same product in Omnivore and open the product page in Omnivore. Go to Products > On (Marketplace) and search for the product. Click on the Product Title to get to the Product Page.
  3. Find the SKU and Retailer Ref - these show in the Variation section of the full product details page in Omnivore.

Step 2: Find the order in Omnivore and edit the order by putting the correct SKU into the order.

  1. Go to Orders > All Orders.
  2. Filter by status and select Retailer Notified Failure. 
  3. Locate the relevant order and click into it to view the order detail page.
  4. Against the relevant line item click the Edit button.
  5. A pop-up like the example show below will appear.
  6. Check the SKU and Retailer Ref field from the product that you found in Omnivore against the details displayed. If they are different to the SKU and Variant SKU (Retailer Ref) on the actual order, then edit the order by copy / pasting the SKU and Retailer Ref from the product in Omnivore to the SKU and Reatiler Ref fields on the order line. 
  7. Click Update. 
  8. You will now be back on the Order page. From the top right corner, click the Send to Retailer button. As long as you have stock for the product the order will now be sentto you eCommerce store for processing.




Note:

When you are inserting information in the fields above, be aware of any spaces that may be before or after the information.

When using copy and paste, it is easy to sometimes put a space before or after.  A space is considered a character, and this will cause the process not to work.


Tips


To make this process easy, it is a good idea to have two browser tabs open - one showing the actual order in our system and one showing the product page in our system.


More Helpful Information


There are many other reasons an order in our system may have an error that says Retailer Notified Failure and may need to be edited.  These can be found in other articles within our portal.  


You will notice on the order page in our system that there are Edit Buttons in different sections, so various order information can be edited when necessary.