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Where to find it: Orders → click any order row → History tab Most “it didn’t come through” questions about a retailer can be answered from the order’s History tab in a minute or two. Start with the section that matches your situation. For what each column and status means, see Checking Order History. For how retailer orders, ASNs, and invoices flow, see Retail & Wholesale Order Management.

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A Retailer’s Order or Change Never Showed Up

1

Search for the PO

Search Orders for the PO number. Clear your filters and select Show All, so closed and cancelled orders show too.
2

Check Retail Status

If the order is there, open it and go to History → Retail Status. Look for an Order received or Change received row.
3

If the Order Isn't in Owlery

There’s nothing to check on your side yet. Confirm with the retailer that they sent it, then contact support.

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Did a Retailer’s Cancellation Come Through?

When a retailer cancels a PO, Owlery sets the order’s status to Cancelled. That status is the main thing to check.
1

Search for the PO

Search Orders for the PO number with Show All selected. The default filters hide cancelled orders.
2

Check the Status

If the order’s status is Cancelled, the cancellation came through.
3

Look at Retail Status if You Want More Detail

Open History → Retail Status and find the most recent row for the PO. Depending on how your retailer connects, it reads Change received or Order received. Neither row says “cancelled”, so the order’s status is the clearest signal. If you need proof, contact support and we’ll confirm from the message.
If the order is still open and the retailer says they cancelled it, contact support.

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Your ASN or Invoice Didn’t Reach the Retailer

Open the order, go to History → Retail Status, and find the row for the message you sent. What to do depends on what you see.

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When There’s No Row

If your ASN doesn’t appear in Retail Status, Owlery couldn’t create it, usually because item data is missing.
1

Find the Error

Go to History → Auto Updates and look for an ASN send failed row. Its error names the problem. For example, GTIN14 missing for items lists the SKUs that need a GTIN-14 barcode number.
2

Fix the Item Data

Update those items in your Item Master.
3

Resend the ASN

Resend the ASN from the order.
For missing GTIN-14s, Owlery also emails your Retail ASN Issue Contact. Point that contact at whoever maintains your item data, so these get fixed quickly.
A blocked ASN can turn into a retailer chargeback. Fix it as soon as you see it.

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Resend an ASN

Once you’ve fixed the problem, you can resend the ASN yourself.
1

Find the Retailer's Stop

Open the order and go to Details. Find the drop-off stop at the retailer.
2

Click Send ASN

Click Send ASN on that stop. If the ASN went out before, the button reads Update ASN.
3

Check That It Went Out

Go to History → Retail Status and look for a new shipment notice row. If there’s no new row, check Auto Updates for an ASN send failed row and its error.

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When to Contact Support

Email support@owlery.ai if the steps above don’t explain what happened, or when a step tells you to. Include:
  • The PO number, plus the order number if it’s different.
  • The retailer involved.
  • When the message should have been sent or received.
  • Screenshots of the order’s Details and History tabs.
  • Any error message, copied as text.
With those, our team can trace the message in our integration logs.