There are a few issues that can prevent orders from being sent to production or from being delivered to your customers. In this article, we have listed the reasons that typically cause these problems and how to prevent or correct them.
Address Issues
- What are Address Issues?
When you submit an order to our system, our validation tool automatically checks the delivery address and suggests changes or makes corrections if necessary. This is typically due to missing or incorrect information (street/house number, postal code, etc.). This can also be caused by entering an address that is not written in the English alphabet.
- Do I have to use the suggested address?
When we correct or suggest a new address, you can choose to ignore it if you think the address you entered is 100% correct.
- What happens if I update the address when my order is stuck in an Address Issue status?
Once the address is updated with the correct address, the order status will be updated.
- Will my order get cancelled if it's stuck in the Address Issue?
If you have an order with an Address Issue and have not made any changes within 40 days of the order submission date, our team will cancel it. Please make any address changes within 40 days, or before your order is sent to production.
Will Gooten cover the cost of a replacement if I entered the wrong address and I never received my order?
Gooten is not responsible for covering the costs of a replacement order if the address entered is not submitted in the proper format.
Image Issues
- What are the causes of image issues?
Orders can get stuck in this status as soon as they are submitted due to various reasons that include, but are not limited to, the following:
Incorrect color profile - CMYK or Index instead of RGB
Broken image links
Special characters in the file name, such as ~ ^ #
Server issues
Google Drive links (We recommend using Dropbox for your image links)
- What happens when my order is in the image issue status?
Your order will remain in this image issue status until you resolve it. We recommend that you review your submitted image and double-check for any errors. Please ensure that none of the issues above causes your image issue. Once it is fixed, the status will be updated.
Vendor API Issues
- What is the Vendor API Issue status?
There is a temporary outage between our API and the manufacturer's API
There is an issue with the submitted image, and our team needs to make adjustments to push it through to production.
- What happens when my order is in this status?
Our data team handles the orders that end up in the Vendor API Issue status each day, and most of the time, no action is required on your side.
When the image needs to be replaced, we will put your order on Hold and email you to explain why and how to fix it.
Shipping Issues
- What is the Shipping Issue status?
When you have an order in the Shipping Issue status, the Shipment tab is the best place to start. Orders can get stuck in this status due to reasons that include, but are not limited to, the following:
Incorrect or incomplete shipping address
Delays caused by carrier issues, closed business addresses, and no safe place to leave the package
The shipping carrier is destroying packages due to damage that occurred in transit
Packages that are returning to our vendors
- What should I do when I have an order in this status?
When this issue occurs, we recommend you contact your customer and have them confirm their shipping address to ensure no essential information was mistyped or omitted from the address provided at the time of placing the order. If the customer's address matches the one on the order, please reach out to the Partner Support Team, and we will do our best to resolve the issue in accordance with our policies.