Troubleshooting

Common issues and how to resolve them.

Order Issues

Order stuck in “pending”

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

Causes:

Not yet confirmed: an API2Cart store set to import orders as Pending leaves them waiting for someone to confirm them

Solutions:

If the order is ready, open it and change its status to Confirmed from the status menu (or select several on the Orders list and choose Confirm).

Packages won’t generate

If Generate Packages shows “No fulfillment options available - insufficient inventory”, check stock for each SKU at every warehouse and whether the order allows splitting. If a SKU doesn’t exist in Vectis, the order is rejected on import.

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:

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

Solutions:

Open the channel from Channels and check Sync Activity 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:

Oversold — Sold more than on hand
Adjustment error — Incorrect count entered
Transfer not received: stock was sent from another warehouse but not yet received

Solutions:

Perform physical count
Adjust inventory with the Cycle Count Correction reason
Review recent adjustments for errors
Check Receiving for transfers that haven’t been received

Inventory doesn’t match channel

Symptoms: Your sales channel shows different quantity than Vectis.

Causes:

Sync delay — Changes not pushed yet
Auto-sync inventory is off: the channel isn’t receiving pushes
Sync error — Push failed

Solutions:

Check last sync time in channel settings
Check that Auto-sync inventory is on for the channel
Check for sync errors in Channels → Sync Activity
Force sync: Channels → [Channel] → Force Sync

Reservations not releasing

Symptoms: Inventory reserved but order was cancelled.

Causes:

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

Solutions:

Verify order is actually cancelled
Open the item from Inventory and check its reserved quantity per warehouse
Contact support if reservations persist after cancellation

Can’t find inventory

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

Causes:

Wrong location — Inventory in different bin
Shrinkage — Inventory missing
Data entry error — Never actually received

Solutions:

Check all locations for the SKU
Review receiving history
Perform cycle count
Adjust with the Lost/Missing reason if confirmed missing

Integration Issues

Channel not importing orders

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

Causes:

Integration disconnected — Auth expired
Webhook not firing — Channel-side issue

Solutions:

Check the channel’s status on the Channels page
Re-authorize if disconnected
Check that Auto-import orders is on for the channel
Check channel’s webhook logs
Manually trigger an import with Import Orders

”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:

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

Solutions:

Check endpoint is accessible
Verify endpoint responds within 30 seconds
Check webhook secret matches on both sides
Review webhook deliveries in Settings → Webhooks (account Owner), or through the API with GET /api/webhooks/{id}/deliveries.

Shipping Issues

Label generation failing

Symptoms: Can’t generate shipping label.

Causes:

Invalid address — Carrier rejected address
Carrier account issue — Credentials or billing
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:

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

Solutions:

Check package dimensions
Review carrier invoice for surcharges
Compare rates again with rate shopping before buying the label

Performance Issues

Slow page loads

Symptoms: UI taking long to respond.

Causes:

Large data set — Too many records loading
Network issue — Slow connection
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

Analytics loading slowly

Symptoms: Analytics charts take a long time to load or fail.

Causes:

Date range too large
Too many records

Solutions:

Choose a shorter time range
Pick a single warehouse in the header selector
Contact support if a short range still won’t load

Getting Help

If you can’t resolve an issue:

Check status page: status.stoalogistics.com
Browse the docs: Start from the docs index
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