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Why is my order getting declined?
Why is my order getting declined?

Order not pushing through from Shopify to Supliful

Alina avatar
Written by Alina
Updated over a week ago

Sometimes, after a fulfillment request has been sent to Supliful, it can get declined.

In general, for most of the declined orders, you can check the reason in your Shopify dashboard.

  1. Go to Orders and click on the order that was declined.

  2. Under the order overview, you will find the timeline with all the actions, including the decline notification:

  3. By clicking on the notification, you will be able to see the reason why it got declined:

Let's check out some of the reasons why the orders get declined.

Missing delivery details

Most of the time, the orders get declined because some of the delivery details are missing - most often it's either the phone number or the email address:

To fix this, click on the right click Edit under "Shipping address" and add the missing details there. Once done, do not forget to click the Request Fulfillment button again to push the order in.

Country Not Supported

Currently, we offer deliveries to the US, Canada, Australia, and some other countries, in case a placed order is coming from a country outside of our delivery area list, the order will get rejected. To prevent that from happening, please make sure you have set up the shipping rates in your Shopify store correctly.

Invalid Address

We have set up an address verification bot that checks to make sure all the provided details are correct. In case it detects an address that is incorrect or is formatted wrongly, the order will also get declined. To solve this, please update the delivery information on the right by clicking Edit under "Shipping Address".

Product discontinued.
Please make sure to update your store offer according to our catalog. We always notify our users via email, and WhatsApp about product discontinuation.

The product cannot be identified in Supliful.

There are two reasons for this rejection.
1. You have manually added products to your store instead of publishing them via a Supliful profile. In such a case, there is no connection between your Shopify and Supliful products and our system will reject such orders.
-> Please remove all manually added products from your Shopify store and publish them via the Supliful profile.
2. You have manually removed a product from Shopify, without unpublishing it first from the Supliful profile. Then recreated it manually in Shopify. In such a case, the connection will also be lost.
-> Remove the affected product from your store, then go to the Supliful profile and republish it (Unpublish -> Publish). You can then edit the order and add the newly published product so you can request the fulfillment for it.

In case you are certain, that all the provided details are correct, but the order still does not get accepted, please send a collaborator access for your Shopify account to [email protected] and notify our customer support of the issues you are experiencing.

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