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Troubleshooting

Common issues and how to resolve them.

Order Issues

Order stuck in “pending”

Symptoms: Order received but not moving to confirmed/allocated.

Causes:

  1. Payment not confirmed — Channel hasn’t confirmed payment
  2. Fraud hold — Channel flagged as suspicious
  3. Auto-allocate disabled — Waiting for manual action

Solutions:

  • Check order detail for hold reason
  • If payment issue, verify in sales channel
  • If fraud hold, review and release or cancel
  • If waiting for allocation, click Allocate

Order won’t allocate

Symptoms: Clicking Allocate fails or order goes to backordered.

Causes:

  1. Insufficient inventory — Not enough available quantity
  2. No warehouse match — Routing rules don’t match any warehouse
  3. Product not found — SKU doesn’t exist in Vectis

Solutions:

  • Check inventory levels for each SKU
  • Review routing rules in Settings
  • Verify product exists and SKU matches exactly
  • Check for case sensitivity in SKUs

Split order not shipping together

Symptoms: Customer wants items in one box, but Vectis created multiple packages.

Causes:

  • Items in different warehouses
  • Items allocated at different times

Solutions:

  • Cancel and re-create order after transferring inventory
  • Or: Ship separately and explain to customer
  • Prevention: Maintain inventory at primary warehouse

Tracking not syncing to channel

Symptoms: Order shipped in Vectis but channel still shows unfulfilled.

Causes:

  1. Sync delay — Wait a few minutes
  2. Integration error — Check channel connection
  3. Order ID mismatch — External ID doesn’t match

Solutions:

  • Check Channels → Sync Status for errors
  • Verify order external ID matches channel
  • Manually update in channel if needed
  • Re-authorize integration if connection lost

Inventory Issues

Negative inventory

Symptoms: Available quantity shows negative number.

Causes:

  1. Oversold — Sold more than on hand
  2. Adjustment error — Incorrect count entered
  3. Missing receipt — Inventory received but not logged

Solutions:

  • Perform physical count
  • Adjust inventory with recount reason
  • Review recent adjustments for errors
  • Check for unreceived purchase orders

Inventory doesn’t match channel

Symptoms: Your sales channel shows different quantity than Vectis.

Causes:

  1. Sync delay — Changes not pushed yet
  2. Buffer configured — Intentionally holding back
  3. Sync error — Push failed

Solutions:

  • Check last sync time in channel settings
  • Review inventory buffer settings
  • Check for sync errors in Channels → Sync Status
  • Force sync: Channels → [Channel] → Sync Now

Reservations not releasing

Symptoms: Inventory reserved but order was cancelled.

Causes:

  1. Cancellation didn’t process — Order still active
  2. System error — Reservation orphaned

Solutions:

  • Verify order is actually cancelled
  • Check Inventory → Reservations for orphaned entries
  • Contact support if reservations persist after cancellation

Can’t find inventory

Symptoms: System shows quantity but can’t locate in warehouse.

Causes:

  1. Wrong location — Inventory in different bin
  2. Shrinkage — Inventory missing
  3. Data entry error — Never actually received

Solutions:

  • Check all locations for the SKU
  • Review receiving history
  • Perform cycle count
  • Adjust with shrinkage reason if confirmed missing

Integration Issues

Channel not importing orders

Symptoms: Orders in your sales channel but not appearing in Vectis.

Causes:

  1. Integration disconnected — Auth expired
  2. Filter configured — Only importing certain statuses
  3. Webhook not firing — Channel-side issue

Solutions:

  • Check connection status in Settings → Integrations
  • Re-authorize if disconnected
  • Review import filters
  • Check channel’s webhook logs
  • Manually trigger sync

”Invalid credentials” error

Symptoms: Integration shows authentication error.

Causes:

  • OAuth token expired
  • Credentials revoked in channel
  • Account permissions changed

Solutions:

  • Re-authorize the integration via OAuth
  • For WooCommerce, regenerate REST API credentials
  • Verify account has required permissions

Webhook delivery failing

Symptoms: External system not receiving events.

Causes:

  1. Endpoint down — Receiving server not responding
  2. Timeout — Response taking too long
  3. Signature mismatch — Verification failing

Solutions:

  • Check endpoint is accessible
  • Verify endpoint responds within 30 seconds
  • Check webhook secret matches on both sides
  • Review webhook logs in Settings → Webhooks

Shipping Issues

Label generation failing

Symptoms: Can’t generate shipping label.

Causes:

  1. Invalid address — Carrier rejected address
  2. Carrier account issue — Credentials or billing
  3. Service not available — Selected service not valid for destination

Solutions:

  • Verify address is complete and valid
  • Check carrier account status in EasyPost
  • Try different carrier or service
  • Check for carrier-specific restrictions (hazmat, size limits)

Wrong shipping rate

Symptoms: Charged amount doesn’t match expected.

Causes:

  1. Dimensional weight — Charged by size, not weight
  2. Surcharges — Residential, fuel, oversized
  3. Rate change — Carrier updated rates

Solutions:

  • Check package dimensions
  • Review carrier invoice for surcharges
  • Update rate tables if using custom rates

Performance Issues

Slow page loads

Symptoms: UI taking long to respond.

Causes:

  1. Large data set — Too many records loading
  2. Network issue — Slow connection
  3. Browser issue — Cache or extension problem

Solutions:

  • Use filters to reduce data loaded
  • Check network connection
  • Clear browser cache
  • Try incognito/private mode
  • Try different browser

Reports timing out

Symptoms: Report generation fails or takes very long.

Causes:

  • Date range too large
  • Too many records

Solutions:

  • Reduce date range
  • Add filters to limit data
  • Use scheduled reports for large exports
  • Contact support for very large exports

Getting Help

If you can’t resolve an issue:

  1. Check status page: status.stoalogistics.com
  2. Search docs: Use search in docs for specific error messages
  3. Contact support: support@stoalogistics.com

When contacting support, include:

  • Your tenant/company name
  • Steps to reproduce
  • Error messages (exact text or screenshot)
  • Order/product IDs if applicable