Handling Order Errors

Contents

1. What is it?
2. Layout
   
   • Filters
   • Fields & Descriptions

What is it?

For those merchants who have opted for custom integrations, order ingestion into Returnly can be easily managed and reviewed by accessing the Integration Tools dashboard on the Returns Manager.

On this dashboard, merchants will be able to address those orders that were not imported correctly into Returnly. Furthermore, by identifying order errors, merchants would be able to address their root causes and resolve them in a timely fashion.

This feature is available to Returnly customers using Shopify and Shopify merchants upon request; by default, this is off. If the feature is enabled, you'll see the Integration Tools link appear towards the bottom of the left-hand menu as shown below:

Next, you'll select the Order Errors tab. The following appears, including any RMAs/orders that are currently having an issue:

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Layout

Filters

You are able to use a variety of filters to sort groups of orders, or to isolate specific orders to investigate.

• Order ID / Order # - Toggle between Order # (retrieved from Shopify) or Order ID (unique ID # for the event).
• Filter by order - If you know specific strings, you can input them here.
• Date start - Earliest date you want to view the dataset from.
• Date end - Latest date you want to view the dataset from.
• Timezone - Select the timezone most relevant to your location or your search.

Fields & Descriptions

After applying your filters, you'll see all orders accompanied by an error below these fields. If there are no errors, there will be no orders displayed.

• Error Date & Time - this is the timestamp for when the exception occurred formatted as: YYYY-MM-DDTHH:MM:SS.MS
• Order # - This is the Order Number from the external product such as the Shopify Order #

• Sev(erity) - there are three possible outcomes: Fatal, Warning, Error

• Category - possible error Categories are illustrated in the table below.
• Error Message - this could be any number of words, numbers, or special characters which is captured when the error occurs. It is truncated after about 50 characters. There are also two icons next to the error message:
  • Download arrow - to download the entire message
  • Copy - This will copy the message to your clipboard
    
• Order ID - this is a number which identifies the event ID for the order
• Store ID - provides which store is having the error (if you have multiple locations)

With the error category and detailed error message available to you and your developers, you will be able to specifically address the issue.

Error Categories

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