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An order needs attention
An order in the state Needs attention is one Stock Sync did not want to guess at. You read its reason, fix what it names, and press Retry, or handle it by hand and press Mark resolved.
Before you begin
Who can do this: an Operator. A viewer can read everything but has no buttons.
Time needed: a few minutes, plus whatever the fix takes in Odoo or PIM.
Before you start: the amber number beside Orders in the menu, or the Orders to check tile on the Overview, is above 0.
Steps
Click Orders in the menu (or G then R). The list opens on All; click the Needs attention quick view, with its amber count. Each row shows its reason under the state; hover over the reason for its one-line fix. The Reason filter chip narrows the list to one reason, and the Account chip to one account.
The Orders to check tile on the Overview opens the same list, and so does Review orders on the row "3 orders need attention" in the Overview's Needs your attention. On an account, its Orders tab shows the same views for that account.
You also get a message in Teams within about two minutes of an order landing here, at any hour (see Alerts in Teams). Its Open in Stock Sync link opens this view, narrowed to the account and the reason.
Click a row. The order opens in a side panel beside the list, with a Why it needs attention box on top: the reason, what to do, and what the import found. J and K move to the next and previous order; Full page opens the Order page.
Read the reason and the sentence under it, and the grey line that says what the import found. Find the reason in the table below, or open the page's Legend, which lists every reason with what to do.
Fix what it says, in Odoo or PIM.
If the order is not in Odoo (no Odoo link) and Retry is offered, press it. The order is tried again at once. For Cancel failed, Retry is offered in Odoo or not, and tries the cancellation again (see Cancel an order). For Shipping data missing in Odoo and Marketplace refused the shipment, Retry is offered in Odoo or not, and sends the shipment again (see Ship an order). If it is already in Odoo, or you booked it by hand, press Mark resolved, type a Note saying what you did (for example booked by hand in Odoo as SO04513) and click Mark resolved in the dialog.
Rejected by Odoo after Odoo created the order
If the message says Odoo created an order and then refused a later step, for example "Odoo created SO04513 (id 4513) but refused to confirm it: [Odoo's reason]. Fix it in Odoo and press Retry; do not enter the order by hand." (or "Odoo holds SO04513 (id 4513), created by Channel Hub for this order, but refused …" after an earlier try), that order is in Odoo, even though the page shows no Odoo link. Fix the cause in Odoo and press Retry: Stock Sync finds that order and takes it over. Never enter the order by hand, or Odoo holds it twice.
Each reason
| Reason | What it means | What to do |
|---|---|---|
| Unknown product | No Odoo product matches the marketplace's product (the line's Odoo product is empty) | Create or fix the product in PIM or Odoo, then Retry |
| Ambiguous product | Two Odoo products match | Fix the duplicate SKU, then Retry |
| Tax mismatch | Odoo's tax for the delivery country differs from the marketplace's VAT rate | Check the fiscal position or the tax in Odoo, then Retry |
| No fiscal position | Odoo has no OSS fiscal position for the delivery country | Create it in Odoo, then Retry |
| No exchange rate | Odoo has no rate for that currency and date | Add the rate in Odoo, then Retry |
| Not supported | An order the marketplace ships itself (fulfilled by the marketplace); its Fulfilment says The marketplace ships it | Decide how to book it, then Mark resolved. There is no Retry for it. |
| Unreadable | The marketplace sent an order Stock Sync cannot read (for example a missing VAT rate or an unknown shop); the order names what is missing | Tell the technical team. There is no Retry: the order comes back by itself when the marketplace sends a readable version. |
| Rejected by Odoo | Odoo refused the order and says why. One case: Odoo already holds an unconfirmed quotation for this reference that someone else created. Stock Sync never touches it, and the message reads "Odoo already has order … for this reference as an unconfirmed quotation created by someone else: confirm or cancel it in Odoo, then Retry". Another: the message says Odoo created an order (SO…) but refused to confirm it or to set its date; that order is in Odoo already. | Fix what Odoo says, or confirm or cancel that quotation in Odoo; then Retry. When Odoo created the order, Retry takes it over: never enter it by hand. Mark resolved only an order that is not in Odoo at all. |
| Cancelled in Odoo | An order with this reference exists in Odoo and is cancelled | Decide what is right, in Odoo; Mark resolved when done |
| Changed after import | The customer or the marketplace cancelled or returned something after the order was created in Odoo | Handle it in Odoo by hand, then Mark resolved. A cancellation made in Odoo is not this reason: it is followed by itself (see When Odoo cancels). The same reason also appears when Odoo holds two live orders for the reference, when it no longer has the order, when it gave up units but every matching item is already shipped at the marketplace, or when it holds no line of the product that was given up ("Odoo's order holds no line of product 501", for example after a line was swapped for another product) or ships it as other products ("Odoo ships product 501 as other products (a kit): check it by hand"). Stock Sync never guesses in those cases: check the order in Odoo by hand. |
| Stuck | Odoo or the marketplace has been unreachable for 24 hours | Tell the technical team. Orders continue by themselves once it is back; then Retry this one. |
| Cancel at the marketplace by hand | Odoo gave up items of an order that is Imported, and the marketplace cannot be told by Stock Sync: eMAG and Fashion Days have no way to cancel yet, or the marketplace can cancel only some of the order and only some was given up. The sentence names the items and the account: "Odoo gave up items 9001, 9002: cancel them at eMAG RO by hand, then mark the order resolved". The numbers are the Item numbers in the order's Lines; an item of more than one unit that Odoo gave up only in part reads 9001 (1 of 2 units). | Find the items in the Item column of the Lines, cancel them in the marketplace's seller centre, then press Mark resolved with a note. The warning clears itself once the marketplace shows every named item cancelled. If a revision that needs attention arrives first, for example a return, it replaces this reason, but the activity still names the items to cancel: Odoo gave up 2 items, then Needs attention — Cancel at the marketplace by hand with the sentence in grey under it. There is no Retry and no Cancel order. The warning also comes as a message in the Teams Operations channel (see Alerts in Teams). See When Odoo cancels. |
| Cancel failed | A cancellation asked from Stock Sync could not be finished. The order page says where (Cancel failed at ABOUT YOU or in Odoo) and why: ABOUT YOU refused an item, for example Item already shipped (the items it accepted are cancelled anyway; ABOUT YOU's words stay on the page); the warehouse started on the line in Odoo (picked or delivered) in the minutes after Stock Sync's check, so Stock Sync changed nothing in Odoo; Odoo refused the change, for example a line it could not find or a rule of a customised Odoo; or one of them was unreachable for 24 hours. Two cases do not get this reason: when Stock Sync's check in Odoo, made before anything is sent, finds the delivery started, nothing is cancelled and the order keeps its state, with the reason on its page; and an order not in Odoo yet whose items ABOUT YOU refused goes on to Odoo with the refused items, the failed cancel shown on its page. | Fix the cause and press Retry: the cancellation goes on from the step that failed, only the refused items are sent to ABOUT YOU again, and it gets another 24 hours. When the delivery had started, do the line in Odoo by hand: set it to 0, take the unit out of the delivery (back on the shelf if it was picked), then Mark resolved; do not Retry after that. If the item has shipped, or you finished it by hand in ABOUT YOU and Odoo, press Mark resolved. While the order waits with this reason, Cancel order is hidden: Retry or Mark resolved first. If Stock Sync's check in Odoo refuses the Retry, the order stays here with the check's reason. See Cancel an order. |
| Shipping data missing in Odoo | The delivery is validated, but something the marketplace needs is missing or wrong in Odoo, 2 hours after the validation (or at once after Mark shipped). The sentence names it: WH/OUT/04817 has no tracking number and SO51277 has no Tracking Nr., no 'Return Tracking number:' note on SO51277 or WH/OUT/04817, the tracking number on WH/OUT/04817 has spaces in it. | Add or correct it in Odoo. Stock Sync carries on by itself within 5 minutes and the order leaves Needs attention; Retry does it now. When the sentence says WH/OUT/… holds product … that no item of the order resolves to (a kit, a product swapped in Odoo), Odoo cannot be fixed for it: mark the delivery's items shipped in ABOUT YOU's Seller Center by hand, then Mark resolved. |
| Marketplace refused the shipment | The marketplace said no, for example ABOUT YOU refused item 79821905: Invalid tracking key, or did not answer after 5 tries (after 1, 5, 15 and 60 minutes). | Read its words. Fix the cause in Odoo and press Retry: Stock Sync reads Odoo again and sends once more. Or mark the items shipped in ABOUT YOU's Seller Center by hand: within a few minutes Stock Sync reads that from ABOUT YOU and the order becomes Shipped by itself, with no Mark resolved needed. |
An order that is only waiting because Odoo is down is Received, not Needs attention: leave it, it arrives by itself.
Several orders at once
When one fix unblocks many orders, for example an Odoo product created for an Unknown product that blocked twelve orders, you do not have to open each one.
On Needs attention, pick the reason in the Reason filter chip (here Unknown product).
Tick the orders (Shift + click ticks a range; X ticks the row you moved to with J and K). A bar appears at the bottom of the page.
Click Retry [n] orders, or Mark [n] orders resolved. The buttons count only the orders they can act on, and say so on hover: orders whose reason Retry cannot fix are skipped ("2 orders of the selected will be skipped: Retry cannot fix their reason."). Mark resolved asks for one Note for all of them (Mark 12 orders resolved?).
The message says what happened, for example "12 orders are tried again." or "10 orders are tried again. 2 orders skipped: Retry cannot fix their reason." Where Stock Sync refused an order, the message lists it by reference with the reason, and the rest are still done. Esc or the bar's × clears the selection.
Retry or Mark resolved?
| Retry | Mark resolved | |
|---|---|---|
| What it does | Tries to put the order into Odoo again; for Cancel failed, tries the cancellation again; for the two shipping reasons, reads Odoo again and sends the shipment | Closes the order as handled by hand |
| Use it when | You fixed the cause and the order is not in Odoo, or Odoo created it and then refused it (Rejected by Odoo naming an SO… order), or a cancellation failed and you fixed why (Cancel failed), or the shipping waits and you fixed Odoo (Shipping data missing in Odoo, Marketplace refused the shipment) | The order is in Odoo already (Changed after import, Cancelled in Odoo), you cancelled the named items by hand (Cancel at the marketplace by hand), or it is not in Odoo at all and you booked it yourself or decided not to, or you finished a failed cancellation by hand, or a delivery holds a product no item resolves to and you marked its items shipped in the seller centre by hand |
| Asks for | Nothing | A note |
| After it | Received, then Imported. For Cancel failed: the order stays Needs attention while the cancellation runs, then becomes Cancelled, Imported or Received | Resolved. Stock Sync never touches the order again. |
Cancel order is not offered while an order in Odoo waits here, whatever the reason: a cancel would clear a problem it did not cause. Deal with the reason first; if items must still be cancelled, do it by hand in ABOUT YOU and Odoo as part of that, because a Resolved order cannot be cancelled from Stock Sync. An order not in Odoo yet can still be cancelled while it waits here (see Cancel an order).
Retry is offered only for an order that needs attention, is not in Odoo yet, and whose reason is not Unreadable or Not supported. It is not offered for an order already in Odoo (Changed after import), because trying again could create it twice. The exceptions are Cancel failed, where Retry tries the cancellation, never the import (but not while a cancellation of the order is still running), and the two shipping reasons, Shipping data missing in Odoo and Marketplace refused the shipment, where Retry reads Odoo again and sends the shipment, never the import. For these three it is offered whether the order is in Odoo or not.
What you should see
- After Retry: a message, "Order … is queued to be imported again."; the order is Received for a moment (its activity says Queued to be imported), then Imported with an Odoo link (Previewed while the account's orders are in Preview), and the number beside Orders goes down by one. If the cause is not fixed, it comes back to Needs attention with the reason. Attempts starts again from 0 with every Retry.
- After Retry on Cancel failed: a message, "The cancellation of order … is tried again."; the line under the fields says Cancelling… again, and once it is done the order is Cancelled (every line cancelled), Imported (it is in Odoo) or on its way to Odoo (it was not), and the number beside Orders goes down by one. If the cause is still there, it comes back to Cancel failed.
- After Mark resolved: a message, "Order … is marked resolved."; the order is Resolved, its activity says Marked resolved with your note under it, and the number beside Orders goes down by one. Who pressed it is in the account's Activity tab (marked an order resolved), not in the order's.