Orders in the Exception Order list cannot be fulfilled by CIRRO’s Operations team due to insufficient inventory. In some scenarios, products may not be out of stock (OOS), but there could be other issues causing the Exception (listed below). 

Additional Notes:

  • Once there are abnormal orders, the system will trigger a reminder on the dashboard to remind you to handle.
  • In order to process your exception orders more promptly, you can subscribe to email notifications for Order Exception.

How to get the Order Exception List ?

From the CIRRO dashboard:

Click Order on the left-hand navigation bar, and choose the Order Exception on the additional menu.

Exception Reasons

Four Types of Exception Reasons:

  1. Order Information Exception:

Your order will receive this exception message if required information of recipient is missed or wrong, such as incorrect phone number format, State and Postcode do not match etc..

Usually the OMS system will report an error when you submit orders. However, since carriers’ order information verification rules updation and CIRRO has not yet completed the connection with the CIRRO OMS system, a small part of orders will report an error after the order is submitted and before warehouse picking. 

For the order with the Order Information Exception, you can handle them as follows:

 

  1. If you click the “Copy” button on the Actions column, a new page of Create Order>Copy Order will be opened and you can edit the order information and submit/save the order again. 

Note: In this way, system will mark the order as manually created and the tracking number won’t be sent back to the sales platform autimatically. You need to upload the tracking number manually to the sales platform and you can input the platform order number to the Ref No. Textbox to identify this order.

  1. Click the Edit button to revise the order information by following the instructions of the Specific Reason on the Update Order pop-up window and click Verify to resubmit it.
  2. If you needn’t ship these orders, you can click the Cancel Order button and select the cancelling reason on the pop-up window to cancel the orders. And you can check them under the “Cancelled” on the Prodcut List page.
  3. By clicking the Modify Shipping button on the left-top of the list, you can change the shipping method directly if you want to change another shipping method for these orders. 

Modify Shipping for Others: You can revise the shipping method for FBA Orders, Pick-up Orders and Disposal Orders by this button.

Modify Shipping for Ordinary: You can revise the shipping method for Ordinary Orders by this button.

After the modification, please don’t forget to click the Verify button to sync the order to warehouse operation team.

  1. Order Exception-Warehouse

On this page, you can copy or cancel the orders for the order marked with Warehouse Exception.

Your order will be marked as Warehouse Exception for the following reasons:

  • Actual Inventory Shortage

Definition: Insufficient inventory to meet the order shipping quantity.

Solution: You can resend this order after restocking. If some SKUs in the order are in stock, you can choose to split the sellable part of the order and place a new order if partially shipping is accepted for this order.

  • Unsupported Delivery & Unsupported Shipping Method

Definition: The logistics service selected in the order does not support the weight and size of the order, and the product attributes or other reasons.

Solution: You can choose another shipping method to ship to order  according to the shipping method service statement, or you can turn to account manager team for further advice.

  • Order Cancelled By Customer

Definition: The order has been picked by the warehouse operation team and the system reports that order has been cancelled when they try to pack the order.

Solution: Cancelled the related orders on the Order Exceptions page.

  • Unpackable Goods

Definition: For orders that have activated customized packaging services or warehouse packaging services, the warehouse will pack the customized packaging materials according to the corresponding packaging instructions when shipping out. However, if it is found that the customized packaging materials cannot pack the products in the order or the warehouse packaging materials aren’t suitable for this order. it is generally because the package is too small, too large, or the product combination in the order is irregular.

Solution: If your customized packages aren’t suitable, you can use warehouse package for replacement.

Or you can split the order, until the order size fits the package.  

  • Recipient Info Issue

Definition: Your order will receive this exception message if your order is missing the required recipient  information when the warehouse applies the shipping label after the warehouse operation team has packed the parcel.

Solution: Copy and edit the recipient information in the order according to the error instructions. 

Notes: For the parcel using multi-box channels services or package services, in order to charge the actual packaging size for the order, the warehouse will complete the packaging before requesting the shipping label after receiving the order request. 

  • Serial Number Issue

Definition: Your order will receive the exception message if the SKU in the order needs to scan the serial number when outbounding, but the warehouse reports an error when scanning the serial number: The serial number does not exist.

Solution: 

-Click Product on the left-hand navigation bar, and choose the Product List–Serial Number List on the additional menu.

-Click Add New SN or Batch Import SN to add the related serial numbers.

  • Order Information Issues

Definition: For the order with the Order Information Exception, usually due to following reasons:

  • Unsupported Delivery
  • Unsupported Shipping Method
  • Recipient Info Issue

Solution:

If you still want to continue shipping, please click the “Cancel & Recreate Order” button to complete this operation.

  • With this Cancel & Recreate Order function, you could submit the recreated order or save the order to draft. Meanwhile, the original order will be auto-canceled.
  • With this Cancel & Recreate Order function, you could edit the recreated order but could not change the original warehouse, product, or reference number info.
  • For the recreated order, CFD could use its original reference number to write back the tracking number & order status to its platform.
  1. Truckload

For the order created through “Truck Service Quote”,  may be facing these exceptions:

  • TruckLoad Reservation Exception

Definition: Incorrect Recipient Information

Solution: Please check the recipient information and provide the correct one to the account manager team.

  • Delivery Exception

Definition: The warehouse operation team dispatched the order to your carrier without receiving your BOL

Solution: Please create the collection reservation order and upload the BOL of the related order.

  1. Carrier Exception

Definition: Sometimes orders may encounter this type of error, usually due to unstable or abnormal carrier networks causing order submission failures.

Solution:

If the abnormal display persists after 2 hours, please try contacting  account manager or canceling the order and placing a new one.

Note:

If you need to place a new order and continue to associate it with the original order and return a tracking number to shopify, you can create a new order this access(Only for shopify orders):

Cancel the exception order:

Grab the original order from shopify:

Choose your shopify  account and input the platform order#