Order fails in Vinoshipper but is created in Shopify: what should I do?

Why Did I Receive an Order Issue Email?

An order issue email indicates that there was a problem syncing an order between Shopify and VinoShipper. Here’s how to identify and resolve the issue based on whether a VinoShipper order ID was generated.

Scenario 1: No VinoShipper Order ID

If the order does not have a VinoShipper order ID, the issue likely stems from one of the following:

• The product does not exist in VinoShipper.
• Inventory for the product is unavailable in VinoShipper.

Steps to Resolve:

1. Check the Order in Shopify:
   • Review the order details directly in Shopify.
   • Ensure all products are correctly listed and have inventory available.
2. Adjust the Order in Shopify:
   • Make the necessary corrections to the order.
   • Once updated, Shopify will attempt to sync the order with VinoShipper again.

Scenario 2: A VinoShipper Order ID Exists

If a VinoShipper order ID is present, the order failed to complete due to specific issues. Below are the most common causes and their recommended solutions:

1. Customer Verification Failed

Reason: The customer’s name, date of birth (DOB), or address may have been edited during checkout and could not be verified.

Solution:

• Log in to your VinoShipper account.
• Manually update the customer’s information to verify their age and address.
• Resend the order to VinoShipper.

2. Invalid Customer Address

Reason: The customer’s shipping address is incomplete or incorrect

Solution:

• Contact the customer to confirm their shipping address.
• Update the address directly in Shopify.
• Shopify will automatically resend the updated order to VinoShipper.

3. Order Item Issues

Reason: There is a discrepancy with the order items, such as missing inventory or incorrect product details.

Solution:

• Log in to Shopify and correct the order details (e.g., adjust quantities or update product availability).
• Shopify will automatically resend the corrected order to VinoShipper.

Additional Tips:

• If you continue to experience issues, confirm that your VinoShipper and Shopify accounts are fully integrated and up-to-date.
• For further assistance, contact our support team directly through the Help Center.

Remember: Keeping your Shopify store and VinoShipper inventory synchronized is key to avoiding these issues in the future!