Troubleshooting Guide

Having trouble with ShipEdge Core? This guide walks you through common problems and their solutions step by step.

Try These First

Before diving into specific solutions, try these quick fixes:

• Refresh the page (press F5 or Ctrl+R)
• Clear your browser cache
• Check your internet connection
• Try a different browser

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Order Issues

Order Stuck in Pending Status

Problem: An order stays in Pending status and won’t move to Processing.

Possible Causes:

• Insufficient inventory for order items
• Order processing errors
• System processing the order

Solutions:

1. Check Order Details

   Open the order and look at the order items. Check if any items show “Out of Stock” or have insufficient inventory.

2. Review Error Messages

   Check the order comments or xenvio_comment field for error messages. Common errors include:

   • “quantity insufficient”
   • “Break Required”
   • “ERROR: SELECT BIN”

3. Check Inventory Levels

   Verify that you have enough inventory for all order items. Go to Inventory and check quantities for each SKU in the order.

4. Review Processing Status

   Check if the order shows pendingprocess = 'inprocess'. This means the system is currently processing it. Wait a few minutes and refresh.

5. Contact Support if Needed

   If the order remains stuck after checking these items, create a support ticket from the order page with the order details.

Order Reverted to Backorder

Problem: Order moved from Pending to Backorder status unexpectedly.

Possible Causes:

• Insufficient inventory when order tried to process
• Inventory was allocated to another order
• Quantity mismatch between order items and available stock

Solutions:

1. Check Order Items

   Open the order and review which items are marked as “Out of Stock” (Instock = ‘N’).

2. Verify Inventory Availability

   Go to Inventory and check if you have enough stock for the backordered items. Look for:

   • Total quantity in bins
   • Quantity already allocated to other orders
   • Available quantity

3. Add Inventory if Needed

   If inventory is low, create a replenishment request to add more stock. Once received, the order should automatically move back to Pending.

4. Manually Process if Stock Available

   If you have sufficient inventory but the order is still in Backorder, try manually moving it to Processing or contact support.

”Break Required” Error

Problem: Order shows “Break Required” in comments or sub-status.

Possible Causes:

• Order requires breaking down UOM (Unit of Measure) items
• Inventory needs reorganization before processing

Solutions:

1. Understand the Error

   “Break Required” means the order needs inventory reorganization. Items in UOM bins need to be broken down before they can be allocated.

2. Check Inventory Organization

   Go to Inventory and check if items are stored in UOM bins that need breaking down.

3. Contact Warehouse Staff

   For WMS users, coordinate with warehouse staff to reorganize inventory. The break process needs to happen before the order can process.

4. Wait for Processing

   Once inventory is reorganized, the order should automatically retry processing.

Quantity Mismatch Errors

Problem: Error messages about quantity mismatches between order items and bins.

Possible Causes:

• Data inconsistency between orderitems and historybin tables
• Inventory was adjusted while order was processing
• Multiple users modifying the same order simultaneously

Solutions:

1. Check Order Details

   Review the order items and their quantities. Verify they match what you expect.

2. Review Inventory History

   Check the inventory history for recent adjustments or movements that might have affected quantities.

3. Verify Bin Quantities

   Check the actual bin quantities for items in the order. Ensure they match what the system expects.

4. Contact Support

   Quantity mismatch errors often require database-level investigation. Create a support ticket with:

   • Order number
   • Error message (full text)
   • Screenshot of order details

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Inventory Issues

Inventory Levels Don’t Match Sales Channels

Problem: Inventory quantities in ShipEdge don’t match your sales channels (Shopify, Amazon, etc.).

Possible Causes:

• Sync delays between systems
• Sync errors or failures
• Manual adjustments in one system but not the other
• Products not matched correctly by SKU

Solutions:

1. Check Sync Status

   Go to Integrations and check the sync status for your sales channel. Look for:

   • Last sync time
   • Any error messages
   • Sync logs

2. Verify Product Matching

   Ensure products are matched correctly by SKU between ShipEdge and your sales channel. Mismatched SKUs cause sync issues.

3. Check for Sync Errors

   Review sync logs for any errors. Common issues include:

   • Authentication failures
   • API rate limits
   • Network timeouts

4. Force a Manual Sync

   Try clicking “Force Sync” or “Update Inventory” in your integration settings to trigger an immediate sync.

5. Review Recent Adjustments

   Check if inventory was manually adjusted in ShipEdge or your sales channel. Manual changes can cause temporary mismatches.

6. Wait for Automatic Sync

   Inventory syncs every 5 minutes by default. If everything looks correct, wait a few minutes and check again.

Inventory Shows Negative Quantities

Problem: Inventory quantities appear as negative numbers.

Possible Causes:

• Orders processed with more quantity than available
• Inventory adjustments that reduced quantities below zero
• Data entry errors

Solutions:

1. Identify the SKU

   Find which SKU shows negative inventory and note the quantity.

2. Check Recent Orders

   Review recent orders that included this SKU. Look for orders that might have processed with incorrect quantities.

3. Review Inventory History

   Check the inventory history for this SKU to see what adjustments or movements caused the negative quantity.

4. Make an Adjustment

   Create an inventory adjustment to correct the quantity. Add enough inventory to bring it back to zero or positive.

5. Investigate Root Cause

   Determine why the quantity went negative to prevent it from happening again. Check for:

   • Orders processed incorrectly
   • Manual adjustments with wrong quantities
   • System errors

Can’t Find Product in Inventory

Problem: Product exists in catalog but doesn’t appear in inventory search.

Possible Causes:

• Product hasn’t been received yet
• Product is in a different warehouse location
• Search filters are too restrictive
• Product was deleted or deactivated

Solutions:

1. Check Product Status

   Go to Products and verify the product is active and not deleted.

2. Review Search Filters

   Check if you have filters applied that might be hiding the product (warehouse, location, status, etc.).

3. Check Receiving

   Verify if the product has been received. Go to Receiving and check if there’s a replenishment request for this product.

4. Search by SKU

   Try searching directly by SKU instead of product name. SKU searches are more precise.

5. Check All Locations

   If you have multiple warehouse locations, check if the product is in a different location than expected.

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Integration Issues

Orders Not Syncing from Sales Channel

Problem: New orders from your sales channel (Shopify, Amazon, etc.) aren’t appearing in ShipEdge.

Possible Causes:

• Integration is disconnected or paused
• Order sync is disabled
• API authentication issues
• Sync errors or failures

Solutions:

1. Check Integration Status

   Go to Integrations and verify your sales channel shows as “Connected” and “Active”.

2. Verify Order Sync is Enabled

   Check your integration settings and ensure “Order Sync” or “Sync Orders” is turned ON.

3. Review Sync Logs

   Look for error messages in the sync logs. Common errors include:

   • “Authentication failed”
   • “API rate limit exceeded”
   • “Connection timeout”

4. Check Order Status in Sales Channel

   Verify that orders in your sales channel are in a status that syncs (usually “Paid” or “Fulfilled”). Some channels only sync certain order statuses.

5. Try Force Sync

   Click “Force Sync” or “Get Orders” to manually trigger a sync and see if orders appear.

6. Reconnect Integration

   If sync continues to fail, try disconnecting and reconnecting the integration. This refreshes the authentication.

Integration Authentication Failed

Problem: Integration shows “Authentication Failed” or “Connection Error”.

Possible Causes:

• API credentials expired or changed
• Sales channel revoked access
• Network connectivity issues
• API endpoint changes

Solutions:

1. Check API Credentials

   Verify your API credentials in the integration settings are correct and haven’t expired.

2. Reauthorize Connection

   Try disconnecting and reconnecting the integration. This will prompt you to reauthorize access.

3. Check Sales Channel Status

   Log into your sales channel account and verify:

   • API access is still enabled
   • No security changes were made
   • Account is in good standing

4. Review Error Details

   Check the specific error message for clues:

   • “Invalid token” = credentials expired
   • “Access denied” = permissions revoked
   • “Connection timeout” = network issue

5. Contact Support

   If reauthorization doesn’t work, create a support ticket with:

   • Integration name
   • Error message
   • When the error started

Inventory Sync Not Updating

Problem: Inventory changes in ShipEdge aren’t updating in your sales channels.

Possible Causes:

• Inventory sync is disabled
• Sync delays (normal behavior)
• API rate limits
• Sync errors

Solutions:

1. Verify Inventory Sync is Enabled

   Check your integration settings and ensure “Inventory Sync” is turned ON.

2. Check Sync Frequency

   Inventory syncs every 5 minutes by default. If you made changes recently, wait a few minutes.

3. Review Sync Logs

   Look for errors in the inventory sync logs. Check for:

   • Rate limit warnings
   • Failed sync attempts
   • Error messages

4. Try Manual Update

   Use “Update Inventory” or “Force Sync Inventory” to trigger an immediate sync.

5. Check Webhook Status

   If webhooks are enabled, verify they’re working. Webhooks provide instant updates instead of waiting for scheduled syncs.

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Access & Login Issues

Can’t Log In

Problem: Unable to log in with your username and password.

Possible Causes:

• Incorrect username or password
• Account is deactivated
• Browser cache issues
• Account locked

Solutions:

1. Verify Credentials

   Double-check your username (usually your email) and password. Make sure Caps Lock isn’t on.

2. Check Account Status

   Contact your account administrator to verify your account is activated and active.

3. Clear Browser Data

   Clear your browser cookies and cache, then try logging in again.

4. Try Different Browser

   Test logging in with a different browser to rule out browser-specific issues.

5. Reset Password

   If you’ve forgotten your password, contact your account administrator or submit a support ticket to reset it.

6. Check for Account Lockout

   After multiple failed login attempts, accounts may be temporarily locked. Wait 15-30 minutes and try again.

Help Widget Not Appearing

Problem: The help widget icon doesn’t show in the bottom-right corner.

Possible Causes:

• Pop-up blockers enabled
• Browser cache issues
• JavaScript disabled
• Page not fully loaded

Solutions:

1. Refresh the Page

   Press F5 or Ctrl+R to refresh. Wait 2-3 seconds for the page to fully load.

2. Disable Pop-up Blockers

   Check your browser settings and disable pop-up blockers for ShipEdge Core domain.

3. Clear Browser Cache

   Clear your browser cache and cookies, then reload the page.

4. Check JavaScript

   Ensure JavaScript is enabled in your browser settings.

5. Try Different Browser

   Test in a different browser to see if the issue is browser-specific.

6. Check Browser Console

   Open browser developer tools (F12) and check the console for any JavaScript errors.

Chat Support Not Available

Problem: Chat icon doesn’t appear for WMS users.

Possible Causes:

• Chat not enabled by administrator
• Logged in as OMS user instead of WMS
• Chat feature disabled in preferences

Solutions:

1. Verify User Type

   Check that you’re logged in as a WMS user (not OMS). Chat is only available for WMS users.

2. Contact Administrator

   Ask your warehouse administrator to enable chat support in warehouse preferences.

3. Check Preferences

   Go to Preferences and verify chat is enabled (if you have access to these settings).

4. Use Support Tickets

   If chat isn’t available, use the support ticket system through the help widget instead.

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Shipping & Label Issues

Can’t Print Shipping Labels

Problem: Unable to print shipping labels for orders.

Possible Causes:

• Carrier account not configured
• Printer not connected
• Label format errors
• Order status issues

Solutions:

1. Check Order Status

   Verify the order is in Processing or Shipped status. Labels can’t be printed for Pending orders.

2. Verify Carrier Configuration

   Go to Settings → Carriers and ensure your carrier accounts are configured correctly.

3. Check Printer Connection

   If using a physical printer, verify it’s connected and online. Test printing from another application.

4. Review Label Format

   Check if there are any errors in the label format or required fields missing.

5. Try Different Carrier

   Test with a different carrier to see if the issue is carrier-specific.

6. Contact Support

   If labels still won’t print, create a support ticket with:

   • Order number
   • Carrier name
   • Error message (if any)

Tracking Numbers Not Updating

Problem: Tracking numbers aren’t updating in orders or sales channels.

Possible Causes:

• Tracking not entered yet
• Sync delays
• Integration sync issues
• Manual entry required

Solutions:

1. Check if Tracking Exists

   Open the order and verify if a tracking number has been assigned. It may not be entered yet.

2. Wait for Sync

   Tracking numbers sync automatically, but there may be a delay. Wait a few minutes and refresh.

3. Check Integration Sync

   If tracking should sync to a sales channel, verify the integration is syncing properly.

4. Manually Update if Needed

   You can manually enter or update tracking numbers in the order details if automatic sync isn’t working.

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When to Contact Support

Some issues require assistance from our support team. Contact support if:

Data Errors

You see database errors, data corruption, or quantity mismatches that you can’t resolve.

Persistent Sync Issues

Integration sync problems continue after trying all troubleshooting steps.

Account Access

You can’t access your account or need password resets.

Billing Questions

You have questions about charges, invoices, or billing disputes.

Feature Requests

You need features enabled or have questions about account capabilities.

Critical Errors

System errors prevent you from completing essential tasks.

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Best Practices for Troubleshooting

Follow these tips to resolve issues faster:

Document the Problem

Write down what you were doing when the problem occurred, error messages, and steps you’ve already tried.

Check Error Messages

Read error messages carefully. They often tell you exactly what’s wrong and how to fix it.

Try One Solution at a Time

Test one solution, then check if it worked before trying the next. This helps identify what actually fixed the problem.

Check Related Features

Many issues are connected. If orders aren’t processing, check inventory. If sync fails, check integration status.

Keep Records

Save screenshots and error messages. This information helps support resolve issues faster if you need to contact them.

Stay Updated

Check for system updates or maintenance notices that might explain temporary issues.

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Related Resources

FAQ

Browse frequently asked questions for quick answers to common questions.

View FAQ →

Getting Help

Learn about all the ways to get assistance with ShipEdge Core.

Getting Help →

Contact Support

Need personalized help? Contact our support team directly.

Contact Support →

Documentation

Explore our complete documentation library for detailed guides.

Documentation →

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Still Stuck?

If you’ve tried all the troubleshooting steps and the problem persists, contact our support team through the help widget. Include details about what you’ve tried and any error messages you’ve seen.

System Maintenance

Some issues may be related to scheduled maintenance or system updates. Check for maintenance notices or contact support to verify if there are known issues.