> ## Documentation Index > Fetch the complete documentation index at: https://help.owlery.ai/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshoot Retail Order Messages > Find out why a retailer's order or cancellation, or your ASN or invoice, didn't come through. This page is for **Shippers**: teams that quote, tender, and pay for freight in Owlery. If the person you're helping isn't a shipper, this page doesn't apply to them. **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](/shippers/orders.md#checking-order-history). For how retailer orders, ASNs, and invoices flow, see [Retail & Wholesale Order Management](/shippers/retail-wholesale/overview.md). ## 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](#when-to-contact-support). ## 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](#when-to-contact-support) and we'll confirm from the message. If the order is still open and the retailer says they cancelled it, [contact support](#when-to-contact-support). ## 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. | What you see | What it means and what to do | | - | - | | **Accepted** or **Sent** | Owlery sent it. Ask the retailer to check on their side, and give them the time shown on the row. | | **Overdue** | The retailer hasn't confirmed it yet. Check with them before asking for a resend. | | **Rejected** | The retailer rejected it. Click the **EDI** icon to see their reason and fix the issue. Then [resend the ASN](#resend-an-asn) yourself, or [contact support](#when-to-contact-support) to resend an invoice. | | *Could not be processed* | [Contact support](#when-to-contact-support). | | No row at all | Owlery couldn't create the message. See [When There's No Row](#when-theres-no-row). | ### 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](/shippers/item-master.md). **3. Resend the ASN** [Resend the ASN](#resend-an-asn) from the order. For missing GTIN-14s, Owlery also emails your [Retail ASN Issue Contact](/shippers/contacts.md#retail-asn-issue-contact). Point that contact at whoever maintains your item data, so these get fixed quickly. > [!WARNING] > > A blocked ASN can turn into a retailer chargeback. Fix it as soon as you see it. ### 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. ## When to Contact Support Email [support@owlery.ai](mailto: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. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.