Please find attached below the topics discussed on this page:

What is the Fulfillment Failures section about?

In the Fulfillment Failures section are listed all orders that for some reason the Warehouse has rejected the shipment and returned an error message to CRM informing about it.

Please note that this error message is observable on the order page too.
However, it is NOT viewable in the order status but on the Shipping History section of the order page (see below example)

The Fatal Shipping Error: this error is given when CRM seeks information about the fulfilment and possibly the Tracking Number, if this is already available because the order was shipped.
In Fatal Shipping Error cases, the Warehouse has rejected the order because of a few reasons, for instance, part of the shipping address was incomplete or incorrect, or the Warehouse doesn’t ship orders to the country of the order, the product is no longer available at the Warehouse, etc.
Furthermore, the Warehouse can have fulfilled the orders, but the Tracking Number is not available because the product can't be delivered.
The Fatal Tracking Error: this error is shown when CRM has been requesting information about the Tracking Number to the Warehouse, which hasn’t provided it and so, after a few attempts the order is flagged with this error.

Where is the Fulfillment Failures section located?

Log into CRM and go to the left-side menu
Scroll down and click on Warehouse Management
Then click on Fulfillment Failures.

What is on the Fulfillment Failures page?

Please find attached below the list of features available on this page.

Search Bar

The Search Bar is located on the top left of the page. Users can type the name of a Warehouse, the Order status (for example shipping, backorder, deliver, etc), or the Order ID (which refers to the order number) to be able to narrow down the search.

The table with the list of Orders with Shipment Error

eManage CRM Helpdesk > Fulfilment Failures > image-20230120-195824.png

On the table is displayed the below information in each column:

Order: There is the Orders Number that when clicked redirects users to the order page
Orders Status
Warehouse: when clicking on the name of the Warehouse, the system redirects users to the Warehouse Settings page
Fulfilment Status
Fulfilment Created: displays the date on which the warehouse has fulfilled the order
Fulfilment Sent: display the date when the warehouse has sent the order
Failed Attempts: the total of attempts that the warehouse has done to process the orders so far. The max amount of attempts is 12

Please note that the orders which failed attempts are marked with the Warning Sign are the ones:

that the WH have been already attempted more than 7 times to fulfilled
that the Fulfilment Status is set to Error

Details: displays the error message that the Warehouse returned to CRM regarding the shipment issue and why the order cannot be fulfilled. Moreover, this error message is visible on each order page, scroll down to the Shipping History section and hit the i button

Ultimately, a small tab will pop up and more details about the shipment of the order are provided (see the below example)