Exception Orders are orders that ShipBob is not able to currently fulfill.
- Common reasons are lack of inventory in stock or sku IDs that need to be merged
- Once the exception reason is resolved (new inventory is added, skus are merged, or the missing items are removed from the order) orders will move to processing automatically and ship
- Processing orders will move to exceptions if it is discovered there is not enough inventory to fulfill them
- Once imported, orders in exceptions MUST be cancelled in the dashboard if you do not wish for Shipbob to fulfill them
1. New SKU
This can be be due to the following:
A. This is a new product which you started selling on your website. Once the inventory is received, the orders will move to processing and ship! Learn how to send inventory to ShipBob here.
B. This product is being sold on your website as a virtual bundle and ShipBob does not know the individual products contained in the bundle. To resolve, create the bundle in your dashboard and add the necessary items. Learn how to create bundles here.
C. This product is identical to another product which ShipBob already has in stock, and you simply need to merge this product with the existing in-stock product. Learn how to merge products in the ShipBob dashboard here.
2. No stock
We currently do not have inventory in stock for 1 or more products to fulfill the order. Once you send us more inventory, we can start shipping again. Learn how to send inventory to ShipBob here.
You can also remove the out-of-stock item from the order details or split the order in 2 separate orders so the products that are available can be shipped! How do I split an order in exceptions?
3. Inactive SKU
This specific SKU has been marked as "Inactive" on the Inventory page (Products page under Inventory in the dashboard), and this is a product you or ShipBob are not currently shipping. To resolve, make this product active again using the instructions here. Once the product is active, you can send us inventory to stock or merge it to an identical product already in-stock in the ShipBob system.
4. Item is a bundle
Scenario 1: When the order was created manually
The bundle sku is set up specifically for orders filtering in from the online store. Our system reads the 1 bundle sku and automatically adds all the needed items in the order details. When you create the orders manually, the bundle sku won't be recognized so you would need to list the individual items manually. In this case you will need to remove the bundle skus (these are listed in the exception reason) and list the individual unit skus and quantities that make up the bundle instead.
Ex. Bundle sku for a pack of 6 should be listed as 6 of the individual sku
Scenario 2: When the order synced from the online store (Shopify, etc.)
The bundle may have been created after the orders imported. In this case, you will need to treat these orders as manual (remove the bundle sku and add individual units. See scenario 1 for how to resolve). If there are many orders in exceptions for this reason, email firstname.lastname@example.org. The orders can be "cleansweeped" and then re-imported. This may take up to 24 hours but the orders should re-sync with no issue.