Order Errors & Resolutions Compilation
(Last updated on Mar 2021)
| Error case | Error message example* | Reasons | Solutions | |
1-a | Order doesn't show in application | No message | Customer clicks on the theme’s ATC button, not from teeinblue ➡ no customization ID is generated ➡ Unable to recover. You can check in Shopify orders to see whether order includes a customization ID from TIB: | * To prevent error: - Improve teeinblue loading speed by adding script - Hide all additional add-to-cart buttons of theme or third party application on product page and other pages (Please contact us if you need further support with these solutions) * To resolve error: Contact your customer and ask them to replace the order because of technical error. |
1-b | Order shows as blank in application | No message | On-going bug, under investigating and resolving.  Low frequency of occurrence | * To resolve error: Please report the issue to us once you see this error. Then, contact your customer and ask them to replace the order because of technical error. |
2-a | Missing/Incorrect customer info (ZIP code, state, address, phone number,... ) | "ZIP code is incorrect. Please check again" ; "Address info is missing" | Customer fill in information incorrectly during checkout process | * To resolve error: - Step 1: Contact your customer to ask for the correct information - Step 2: Go to TIB ➡ Orders page ➡ Click on theo order to open Order Details ➡ Edit order right from app |
2-b | Excess characters of customer address info (For Picanova users) | "The address field cannot be exceeded than 40 characters" | Picanova regulates that customer info address can't exceed 40 characters | * To resolve error: Go to Order Details in TIB ➡ Edit order ➡ Adjust customer address to be lower than 40 characters |
2-c | Incorrect variant SKU | "Product SKU is incorrect" ; "Print area must match item variant" | SKU of variants within product base is incorrect | * To prevent error: - Not edit the SKU from imported product bases - Check SKU in catalog on provider's site and compare it to SKU within application * To resolve error: - Step 1: Go to Product Base and correct the SKU - Step 2: Update product to all campaigns that are using the product base - Step 3: After campaigns are updated, the SKU will be automatically corrected in orders |
2-d | Incorrect print-area key name | "Printarea key is incorrected" ; "Missing print file" ; "Invalid key" | The print-area name is different from the key name required by provider | * To prevent error: - Step 1: Go to provider's site ➡ Go to product details in catalog - Step 2: Check the print-area name, or key name, print-area key - Step 3: Go back to TIB ➡ Product Base ➡ Edit product base ➡ Edit the print-area "Name to fulfill" of variants * To resolve error: - Step 1: Go to provider's site ➡ Go to product details in catalog ➡ Check the print-area key name - Step 2: Go to Orders page ➡ Order details ➡ Scroll down and edit the print-area key |
3 | Duplicated order ID | "Order contains duplicate reference ID - #10xx. Existing order - 91xxxx" | When there's an identical order ID in the provider's platform | * To resolve error: - Step 1: Go to Bulk Fulfill ➡ Ready to fulfill - Step 2: Select the identical order - Step 3: Click on button "Set name and fulfill", then change the order name |
| 4 | Missing required options (For Picanova and Printful users) | "Cannot fulfill because of missing field" | Certain products of Picanova (or Printful) need required options (like Canvas with canvas border) | We will soon publish a detailed instruction for resolving this issue. For now, please contact our support team to receive further help. |
5-a | Incorrect print-area size | Mostly a generic message: "Order cannot be fulfilled." | - Imported product info is outdated - Or, manual input of product info is incorrect | * To prevent error: - Step 1: Go to provider's site ➡ Go to product details in catalog - Step 2: Check the print-area size - Step 3: Go back to TIB ➡ Product Base ➡ Edit product base (only work with the next orders onwards) * To resolve error: - Step 1: Go to provider's site ➡ Go to product details in catalog ➡ Check the print-area key name - Step 2: Go to Orders page ➡ Order details ➡ Scroll down and re-enter the correct size. Then regenerate the Order again. |
5-b | Orders got rejected because of incorrect print-area (after successfully fulfilled via TIB) | No message Provider will send email about rejected order | Provider's system doesn't check print-area when order is sending over. | * To prevent error: - Check the print-area extremely carefully before launching Campaign. - Repeat above steps from resolution of case 5-a. * To resolve error: - Step 1: Contact teeinblue support to revert Order Status. - Step 2: After TIB support informs about successfully reverting process, repeat above steps from resolution of case 5-a. |
6-a | Final design doesn't render in order | "Generating order item design please wait a few seconds..." (Showing in design placement of Order details) | Customized design file is too heavy ➡ Long processing time ➡ Render time-out | * To resolve error: Go to Orders page ➡ Order details ➡ Scroll down and regenerate the Order again. If you're using Bulk fulfill, go to Bulk Fulfill Section after re-generated order design ➡ Mark order as Ready |
6-b | Final design rendered but with certain missing / incorrect customized fields | No message If field is missing, design will render as original layer in artwork. Customer will contact you to report the error | Customer checkout but forgets to customize certain fields and left it empty or non-selected. | * To prevent error: Go to Artwork editor ➡ Enable "Mark as required" for every layer to prevent missing field. * To resolve error: - Step 1: Contact your customer to ask for the correct option(s) - Step 2: Go to Order details ➡ Click on button "Edit customization" ➡ Select/Input correct option/text ➡ Save new customization - Step 3: Scroll down to design ➡ Click on "Regenerate button" to render new final design |
6-c | Final design rendered as original artwork | No message Design shows exactly like original artwork, without any customization | Artwork is replaced in campaign by a cloned artwork, but user forgets to update campaign | * To prevent error: After replacing a cloned artwork in campaign, remember to update so it can sync correct artwork on storefront. * To resolve error: As same with resolution of case 6-b. |
* Error message will be different for each provider
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