> ## 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 Orders Not Reaching Your Warehouse

> Find out why an order or ASN didn't reach your warehouse, fix it, and resend it.

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 → 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](/shippers/orders.md#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](#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](#common-errors).
* **The button is grayed out**: see [If the Send Button Is Grayed Out](#if-the-send-button-is-grayed-out).
* **Nothing happens**: [contact support](#when-to-contact-support).

## Common Errors

Error messages start with *Failed to send order to outbound facility:*, followed by the reason. Look for the reason below.

| The error mentions | What to do |
| - | - |
| The same product code in more than one line item | Combine those lines on the order's **Items** tab, then resend. |
| A missing ship date | Add the ship date to the order, then resend. If the order syncs from your ERP, add it there and let it sync. |
| Failed to find product data for a SKU | Ask your warehouse to set up that SKU, then resend. |
| Facility profile location is empty | Add the warehouse's address in `Master Data → Facilities`, then resend. |
| Authentication failed | The warehouse login saved in Owlery isn't working. Update it in `Settings → Integrations`, then resend. |
| Anything else | [Contact support](#when-to-contact-support) with the error text. |

## If the Send Button Is Grayed Out

Hover over the button to see why.

| The message says | What it means |
| - | - |
| *We have already sent this order on … This facility does not support order updates.* | The warehouse already has the order, but it can't take changes through Owlery. Email the warehouse with your changes. |
| *We have already contacted the facility.* | The order was already sent. |
| *Order is invalid to send when in status …* | The order is closed, cancelled, or rejected, so it can't be sent. |
| *Facility is unknown.* | The stop has no facility. Add one to the stop, then send. |

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](/shippers/orders.md#when-your-warehouse-confirms).

## When to Contact Support

Email [support@owlery.ai](mailto: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.

With those, our team can trace the order in our integration logs.


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