Orders → click any order row → Details tab
Most “the warehouse didn’t get it” questions can be answered from the order itself in a minute or two. Work through the checks below in order. For how orders get sent in the first place, see Sending Orders to Your Warehouse.
Check Whether the Order Went Out
1
Look at the Stop on the Details Tab
Open the order and go to Details. Find the stop at your warehouse.If it shows Order Sent (or ASN Sent on a drop-off) with a Last sent time, the warehouse received it. Contact the warehouse and give them the order number and that time.If neither label appears, the order hasn’t reached the warehouse yet. Go to the next step.
2
Look for a Failed Send in History
Go to History and open Auto Updates. If you see an Order send failed row, the error is listed underneath it. Find it in Common Errors, fix the problem, then come back to Details and click Send Order.
3
Send It Yourself
If there’s no failed row, go back to Details and click Send Order (or Send ASN) on the stop.
- A success message appears: you’re done. The stop now shows Order Sent.
- An error message appears: find it in Common Errors.
- The button is grayed out: see If the Send Button Is Grayed Out.
- Nothing happens: contact support.
Common Errors
Error messages start with Failed to send order to outbound facility:, followed by the reason. Look for the reason below.If the Send Button Is Grayed Out
Hover over the button to see why.
If the button says Continue to Send, the order was set up not to go to this stop. Click Continue to Send to send it anyway. Owlery will also send future changes to this stop.
If the Warehouse Never Confirmed the Shipment
Open History and look at Warehouse Status. If you see the order you sent, such as Warehouse shipping instructions created, but no shipment confirmation received row, the warehouse hasn’t confirmed the shipment yet. Contact the warehouse with the order number and the time you sent it. The same goes for a warehouse receiving the shipment: until it confirms receipt, the order won’t show the quantities actually received. See When Your Warehouse Confirms.When to Contact Support
Email support@owlery.ai if the checks above don’t explain what happened. Include:- The order number.
- The warehouse involved.
- When the order should have been sent.
- Screenshots of the order’s Details and History tabs.
- Any error message, copied as text.