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How do I fix an order that failed to send to fulfillment because the product had no SKU?

Most fulfillment providers reject an order that comes in without a SKU. Admoji sends each product's External Product Key(SKU), and every order keeps the SKU the product had when the order was created. So adding the SKU to the product fixes new orders, but the order that already failed still has no SKU, and resending it as it is fails again.

You can tell an order failed this way because the customer's Fulfillments section shows it as failed and Logs > History has an entry like Send orders (23451623) to provider failed with error.

Step 1: Add the SKU to the Product

  1. Go to CRM > Products and open the product.

  2. Go to the Fulfillment tab and enter the SKU your provider uses in External Product Key(SKU).

  3. Click Save. Orders created from now on carry the SKU.

Fulfillment tab of the product with Shippable on, the fulfillment provider and the External Product Key(SKU) field

Step 2: Update the Failed Order

  1. Open the customer and, in the Orders section, click the Order ID of the failed order.

  2. Go to the Products tab of the Order Details window.

  3. Click the edit icon (Edit order product) on the product.

Products tab of the Order Details window with an empty SKU and the Edit order product icon highlighted

  1. Leave the same product selected, keep Shippable turned on and click Save. The order takes the product's current SKU. If Shippable is off, the product is not sent to the provider.

Edit Order Product window with the same product selected and Shippable turned on
Note: You can only edit the products of an order that the provider has not accepted yet. Once the provider accepts it, Admoji shows Already Fulfilled. The window also does not save when the product's current price is higher than what the order charged for it (for example, after a coupon or a custom amount): it shows This product amount exceeds the value of the original product.

Step 3: Send It Again

  1. In the customer's Fulfillments section, click the truck icon (Reship) on the failed fulfillment.

  2. Confirm with Yes, Reship. The order goes out to the provider again, now with the SKU.

Fulfillments section of the customer with a Failed fulfillment and the Reship icon highlighted
Tip: Before you launch a product, check that every shippable product has its External Product Key(SKU) set. See How to Create Products.

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