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.
Go to Orders and click on the order that was declined.
Under the order overview, you will find the timeline with all the actions, including the decline notification:
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.
Order rejected due to a failed payment
The payment for this order has failed. Please ensure you have enough funds, or add another payment method to your Supliful profile Billing settings.
Once done, proceed to the Order tab in your Supliful menu, click on three dots, and choose Retry Payment:
Order rejected due to missing payment from the end-customer
In case the order was not paid by the end-customer or marked as paid in Shopify, our system will not accept that order fulfillment request.
You can simply mark the order as paid and request the fulfillment again.
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.
Order rejected due to an inactive Supliful subscription.
Please renew your subscription to continue using our services.
After fixing the issue, you will need to request fulfilment one more time. Please make sure NOT to fulfill orders by yourself. Only click on "Request Fulfillment".
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 let our customer support know about the issues you are having.