Appearance
Order page
The Order page shows one order: where it stands and what to do about it, what is on it, what Stock Sync did with it, and, for an operator, the buttons that move it on. You use it to see why an order is not in Odoo yet, to compare it with Gaia's order in Preview, to open the same order in ABOUT YOU or Odoo, to press Retry or Mark resolved, and to cancel the order.
You see the same content in two places:
- Beside the list — click a row on Orders (or an account's Orders tab) and the order opens in a side panel. J and K move to the next and previous order; Esc closes it.
- On its own page — Full page in the side panel. Its address is the order's own: copy it to send a colleague straight to the order.
The page at a glance
From top to bottom:
- Back to orders — returns to the list with the view and filters you opened the order from.
- The heading — the account's badge (hover for the account's name and status), the order's reference, its state as a coloured pill (hover for what it means) and, for a Previewed order, the comparison's result (Match, Different or Not in Odoo). Under it one line: the account, when it was placed, how many lines and the total. An order Stock Sync found in Odoo under its reference, instead of creating it, also says Found in Odoo and adopted.
- The buttons and links, at the top right — Retry, Mark resolved, Mark shipped and Cancel order for an operator when they apply (see The buttons); Open in ABOUT YOU and, once the order is in Odoo, Open in Odoo for everyone (see Links to ABOUT YOU, Odoo and PIM).
- The status bar — Received → Previewed or Received → Imported, with the order's step filled, and → Shipped after Imported when the account ships from Stock Sync (and for every shipped order). A Received order shows Received alone until its account's orders mode is known to be Preview or Live. Needs attention, Cancelled before import, Cancelled and Resolved stand alone.
- What to do / What this means — the box that says, in a sentence, where the order stands and what to do.
- The cancellation's line, when the order is being cancelled or was.
- Details, Lines, Shipping (its deliveries and what the marketplace was told), Documents and, for an account with orders in Preview, Preview comparison.
- Activity — what happened to the order, newest first. On the page it is a column on the right; in the side panel it comes last.
The trail at the top of the screen names the order by its reference: Orders › ayou-139-38290512.
What to do, what this means
The box under the status bar says where the order stands, in the same words as the state's tooltip and Every status explained:
| State | Box title | What it says |
|---|---|---|
| Needs attention | The reason, for example Unknown product (amber) | What to do: the reason's full sentence; under it, in grey, what the import found (for example the SKU no Odoo product has) |
| Received | Waiting for Odoo | What this means: it goes on by itself; how many times it was tried so far, when it was |
| Previewed | Previewed (blue) | Read the comparison below before the account's orders go Live |
| Imported | In Odoo as SO51284, or Found in Odoo and adopted as SO51104 (indigo); shipped in part, In Odoo as SO51270 · 1 of 3 shipped (violet), with what waits | Nothing to do |
| Resolved | Resolved by hand | Nothing to do; the note is in Details |
| The others | The state | Nothing to do |
For Cancel failed, the cancellation's own line below says where and why instead of the grey detail. An order needs attention explains every reason.
Details
| Field | What it shows |
|---|---|
| Account | The marketplace account the order came from |
| Marketplace reference | The reference the marketplace gave the order, and the one Odoo shows as its customer reference |
| Placed | When the customer placed the order |
| Ship to | City, country only. The customer's name and street are never shown. |
| Fulfilment | Who ships the order: Merchant (you ship it) or The marketplace ships it. Orders the marketplace ships itself are not supported yet and need attention. |
| Total | The order's total with VAT, in the order's currency |
| Odoo | The sale order's name as Odoo shows it (for example SO20841), a link that opens it in Odoo in a new tab, once it is there; — until then. An order imported before Stock Sync kept the name shows its number in Odoo until the name is read: older orders get their name over the next hours, a thousand per hourly run |
| Attempts | How many times Odoo could not be reached, or was too busy, since the order was queued. 0 when the first try worked; Retry starts the count again. |
| Next attempt | When it will try again, for an order that is waiting (Received), for example in 4 minutes (30/09/2026, 10:56). Not shown otherwise. |
| Last error | What went wrong the last time, in plain words: for example Odoo did not answer (connection refused) when Odoo is down, Odoo did not answer within 180 s when it is too slow, or Odoo is unavailable (it answered Bad Gateway) when what stands in front of Odoo answers for it; — when nothing did |
| Resolution note | The note of the person who marked the order resolved. Only on a Resolved order. |
When the order is being cancelled, or was, a line under the What to do box says how it stands: Cancelling… checking Odoo, then telling ABOUT YOU (or Cancelling… telling ABOUT YOU for an order not in Odoo), Cancelling… waiting for ABOUT YOU, Cancelling… waiting for Odoo, Cancelling… finishing, Cancel failed at ABOUT YOU or Cancel failed in Odoo with the reason, or, once done, for example "Cancelled 2 items on 06/10/2026, 10:52 · Out of stock", followed by the note written in the dialog. The note is shown here only. Cancel an order explains each.
Lines
Each line shows the SKU the marketplace sold, the marketplace's Item number, the PIM product it belongs to, the Odoo product Stock Sync found for it, the Quantity, the Net unit price, the VAT rate, the line's Status and the EUR rate used when the order is not in euros (— otherwise). An empty Odoo product (—) means no Odoo product was found: see Unknown product in An order needs attention.
The PIM product opens the product in PIM, and the Odoo product opens the product in Odoo, each in a new tab. The Odoo product is plain text while no Odoo connection is saved in Settings → Odoo connection.
The Item is the marketplace's own number for that one item, for example 9001, in a monospaced font. It is the number a refusal names (ABOUT YOU refused item 9002) and the number a by-hand instruction names: Odoo gave up items 9001, 9002: cancel them at eMAG RO by hand, then mark the order resolved (see Cancel an order). Look the item up in this column.
Status is what the marketplace says about the line:
| Status | What it means |
|---|---|
| Open | Not shipped yet. Only an open line can be cancelled. |
| Shipped | On its way to the customer |
| Cancelled | Cancelled, by Stock Sync (see Cancel an order), by the customer or by the marketplace |
| Returned | Sent back by the customer |
Shipping
Under Lines, for an account whose Ship orders is Preview or Live: one row per delivery of the order validated in Odoo (its OUT transfer, for example WH/OUT/04817), with what Stock Sync read from Odoo and what it told the marketplace. Before the first delivery is validated, it says No delivery of this order is validated in Odoo yet. An account whose Ship orders is Off has no Shipping section. See Ship an order.
Each row shows the delivery's name, a pill for where it stands, when it was validated, then Tracking number, Return tracking number, Carrier, Invoice (when the marketplace needs one) and Items (the Item numbers of the order's Lines), and a line under them:
| Pill | Line | What it means |
|---|---|---|
| Waiting for Odoo (amber) | Missing: and what | The delivery is validated, but Odoo lacks something the marketplace needs. Stock Sync reads Odoo again every 5 minutes for 2 hours, then the order needs attention. …holds product … that no item of the order resolves to means the delivery moved a product no item stands for (a kit's components): mark its items shipped in Seller Center by hand, then Mark resolved. |
| Waiting for Odoo (amber) | Not checked yet: the order waits for something else first | The delivery was validated while the order waits in Needs attention for another reason, or while a cancellation of it runs. Stock Sync checks it by itself once the order no longer waits. |
| Would send (blue) | Would send to ABOUT YOU: and the values | Ship orders is in Preview: this is what Live would send. Nothing was sent. |
| Sending (blue) | Sending to ABOUT YOU…, or … trying again at a time : and the reason | Stock Sync is telling the marketplace; after a failed try it tries again by itself (1, 5, 15, 60 minutes). |
| Sent (blue) | Sent to ABOUT YOU, waiting for its answer | The marketplace is deciding, usually within a minute. |
| Shipped (green) | Shipped at ABOUT YOU and when | The marketplace marked the items shipped and tells the customer. |
| Refused (red) | ABOUT YOU refused: and its words | The order needs attention with Marketplace refused the shipment. |
| Already shipped (grey) | Already shipped at ABOUT YOU: nothing was sent | Someone marked the items shipped in Seller Center first. |
| Already shipped (grey) | Nothing to ship: no item of the order was left for this delivery | Odoo delivered more units than the order has items left for; nothing was sent for them. |
In Preview a line above the rows says Ship orders is in Preview for this account: Stock Sync shows what it would send, and sends nothing.
Documents
Some marketplaces give documents with an order that must travel with the parcel. For ABOUT YOU orders you ship yourselves, that is ABOUT YOU's delivery document: the delivery and returns note with the shipping address, the items and the return instructions, to print and put in the parcel. Stock Sync fetches it once the order is in Odoo, keeps the file, and attaches it to the Odoo sale order as an internal note, so it can be printed from Odoo as well. Nobody is e-mailed.
Each document shows its title, what to do with it, the file name and size, and Sent to Odoo with the time (Not sent to Odoo yet until then). A small tag says where it is printed: Label for the label printer (the Zebra) or A4 for the standard printer. ABOUT YOU's delivery document is A4. A shipping label that a person uploaded from the Odoo sale order (see the companion) also shows Uploaded by the person's name, its tracking number and its carrier. View opens the file in a new tab, to read or print it; Download saves it. Above the documents, a line says where the fetch stands:
| Line | What it means |
|---|---|
| Fetching… | Stock Sync is fetching the documents. It usually takes a few seconds. |
| Fetching… with Trying again at the time: and the reason | A try failed, for example because ABOUT YOU did not answer, and Stock Sync tries again by itself at that time: after 1, 5, 15 and then 60 minutes, 5 tries in all. Nothing to do. |
| No documents for this order | The marketplace gives none for this order, for example an order ABOUT YOU ships from its own warehouse. |
| Could not fetch: and the reason | Stock Sync gave up: the fifth try failed too (about an hour and a half after the first), or the marketplace or Odoo refused outright, for example Odoo refused the attachment. The order itself is in Odoo and is not affected. |
| (nothing) | Every document was fetched and sent to Odoo. |
Thirty days after the order ended, the file is removed with the customer's details. The row stays and says Removed after 30 days (still attached in Odoo): open the Odoo order to print it.
| Button | What it does | Shown when | Who sees it |
|---|---|---|---|
| Fetch documents | Fetches the order's documents now. A message says "The documents of order … are being fetched." | The order is Imported and its documents were never fetched (orders imported before Stock Sync fetched documents) | Operators |
| Retry | Fetches again from where it stopped, once the cause is fixed. Nothing already in Odoo is sent twice. | The line says Could not fetch | Operators |
| Fetch again | Asks first, Fetch the documents of order … again?, because Odoo gets a second copy: every document is downloaded again and attached to the Odoo order as a new note marked updated. The earlier documents stay listed. Use it when the marketplace changed the document, for example after an item was cancelled. | Every document was fetched | Operators |
None of these buttons is shown once the order's details were removed, 30 days after it ended. A viewer sees the documents, View and Download, and no button.
The Preview comparison
When the account's orders are in Preview, the order's Preview comparison shows how Stock Sync's Odoo order compares with the order Gaia's upload created under the same reference:
- Received → Previewed — the order was read and compared.
- Odoo — —: Preview neither creates nor links an Odoo order.
- Different — the result, with a sentence saying what it means.
- The differences, one per row: Difference, what Stock Sync would write, and what Odoo has in Gaia's order. Here Gaia's order carries the upload's time rather than the customer's, and books the shipping fee (service line 813) at €4.90 where the mapping says €0.00.
The results:
| Result | What it means |
|---|---|
| Match | Gaia's order and Stock Sync's are the same |
| Different | They differ; every difference is listed, one by one. The order's date and the salesperson are compared as well as the lines, taxes and totals. |
| Not in Odoo | Odoo has no order with this reference yet, so there is nothing to compare. Stock Sync compares it again by itself for up to 7 days after it arrived, at most 4 hours apart, so it turns to Match or Different within a few hours of Gaia's upload; you need not do anything. Each comparison adds two lines to the activity. One still Not in Odoo a day after Gaia's upload means Gaia's file wrote its reference differently: tell the technical team before going Live (see Go live with orders). |
How a difference is named:
| Difference | What differs |
|---|---|
| Order date | The order's date and time (a minute either way still matches) |
| Salesperson | The salesperson, as Odoo user ids (Odoo id 7); only when the mapping names one |
| Fiscal position | The fiscal position, as Odoo ids |
| Odoo state | Gaia's order is Cancelled in Odoo, where Stock Sync's would be a Sales order |
| Odoo product 88571: quantity (or price, taxes) | That product's line: its quantity, its unit price or its taxes |
| Odoo product 88571: missing in Odoo / only in Odoo | A line only Stock Sync's order has, or only Gaia's |
| Service line 813: price (and the others above) | The same for a service line, by its Odoo product id |
How the values read:
- Prices are in euro, the currency Odoo books the order in, for example €4.90.
- Taxes, the salesperson and the fiscal position are Odoo ids: Odoo id 5, or Odoo ids 5, 9 for a line with two taxes; No taxes when a line has none, None when there is no salesperson or fiscal position.
- The order date is in your time zone, like every time on the screens.
- When a product's lines differ in price or taxes, each value comes with its quantity, for example 2 × €49.99, 1 × €44.99.
- Quantity 2 / No line under missing in Odoo or only in Odoo: one side has the line, the other has none.
Preview writes nothing to Odoo. Go live with orders says what to do with the results.
After Preview
Once the order has left Preview (going Live queued it, or it was cancelled or needs attention), the result no longer stands beside its state. It stays lower on the page, under In Preview, said in the past, as a record of what Preview found:
- Received → Imported — where the order stands now.
- Found in Odoo and adopted — Gaia's upload had created the order, and Stock Sync took it over instead of creating a second one.
- Odoo — the Odoo sale order, by its name, a link that opens it.
- In Preview — what Preview last found, here Different: Gaia's order books the shipping fee at €4.90. An order Preview found Not in Odoo and Live then created says "When Preview last compared it, Odoo had no order with this reference."
At the top right, this order has Cancel order: it is imported, its account's orders are Live, and its line is still Open, so an operator can cancel it (see Cancel an order). Open in ABOUT YOU and Open in Odoo open the same order in Seller Center and in Odoo.
The buttons
| Button | What it does | Shown when | Who sees it |
|---|---|---|---|
| Retry | Puts the order back in the queue to be tried again now. A message says "Order … is queued to be imported again." For Cancel failed it tries the cancellation again instead, from the step that failed: "The cancellation of order … is tried again." | The order is Needs attention, is not in Odoo yet and its reason is not Unreadable or Not supported; or its reason is Cancel failed, in Odoo or not, and no cancellation is running; or its reason is Shipping data missing in Odoo or Marketplace refused the shipment, in Odoo or not (it reads Odoo again and sends the shipment: "Order … is checked against Odoo again and its shipping retried.") | Operators |
| Mark resolved | Closes the order as handled by hand. A dialog, Mark order … resolved?, asks for a Note (up to 500 characters, for example booked by hand in Odoo as SO04513); an empty note is refused with "Write how the order was handled." | The order is Needs attention | Operators |
| Mark shipped | Checks Odoo now instead of within 5 minutes, and tells the marketplace the order is shipped if Odoo has everything. A message says "Order … is being marked shipped at ABOUT YOU.", or, in amber, "Order … cannot be marked shipped yet: something is missing in Odoo. The order says what." In Preview nothing is sent and the order stays as it is. A refusal, such as "Odoo has no done delivery for SO51277 yet", stays in red under the buttons. See Ship an order. | Shown to every operator. Works when the account's Ship orders is Preview or Live, its orders are Live, and the order is in Odoo and Imported or waits in Needs attention with Shipping data missing in Odoo. Greyed, with the reason on hover, when Ship orders is Off, for Marketplace refused the shipment (use Retry), while a cancellation of the order is running, and otherwise | Operators |
| Cancel order | Opens the dialog Cancel order …?: tick the lines, choose a Reason, add a Note (required for Other), then Cancel N items; Keep order closes it and cancels nothing. Stock Sync cancels them at ABOUT YOU and in Odoo; a message says "Order … is being cancelled." See Cancel an order. | The account is an ABOUT YOU account whose orders are Live, the order has an Open line that Stock Sync has not already had ABOUT YOU cancel, no cancellation is running for it, the order is not waiting with Cancel failed (Retry or Mark resolved it first), and it is not an order in Odoo that waits in Needs attention for any other reason. A line whose delivery Odoo has validated (its Shipping row waits, would send, is sending, sent or shipped) is not offered: the goods have left the warehouse | Operators |
Retry is absent when the order is already in Odoo, because trying again could create it a second time (except for Cancel failed, whose Retry tries the cancellation, not the import, and for the two shipping reasons, whose Retry reads Odoo again and sends the shipment), and for Unreadable and Not supported orders, which cannot be retried (an unreadable order comes back by itself; a not supported one is decided by hand), and for Cancel at the marketplace by hand, whose items you cancel in the marketplace's own seller centre. What to do instead: for Cancel at the marketplace by hand, find the named items in the Item column and cancel them there, then press Mark resolved (the warning also clears itself once the marketplace shows them cancelled); for Changed after import, handle the Odoo order by hand, then press Mark resolved; for Not supported, decide how to book the order, then press Mark resolved; for Unreadable, tell the technical team, and the order comes back by itself when the marketplace sends a readable version. A viewer sees none of these buttons. The reasons and what to do for each are in An order needs attention.
Cancel order is absent for an account in Preview or Off: Gaia's upload puts those orders into Odoo, so cancel them by hand in ABOUT YOU and Odoo, as today. It is absent too while a cancellation of the order is running, and when no line is Open any more.
On the Orders list, an operator can also Retry or Mark resolved several orders at once.
Links to ABOUT YOU, Odoo and PIM
| Link | Where | Opens |
|---|---|---|
| Open in ABOUT YOU | Beside the buttons | The order in ABOUT YOU's Seller Center, found by its order number |
| Open in Odoo | Beside the buttons, once the order is in Odoo; viewers see it too | The Odoo sale order; the Odoo field links to it too |
| The PIM product of a line | Lines | The product in PIM |
| The Odoo product of a line | Lines, once an Odoo connection is saved | The product in Odoo |
Every link opens in a new tab and carries a small arrow-out-of-a-box icon. Viewers see them too: they only open pages. A link whose address is not known, for example an eMAG order, shows the plain number instead.
Activity
The panel lists what happened to the order, newest first. It follows live updates: a new line appears the moment it happens. What Stock Sync did by itself starts with Stock sync. Queued to be imported and Marked resolved have no name: a person's Retry queues the order too, and Mark resolved is always a person's (see below for who).
The activity is kept until 30 days after the order ended (Imported, Shipped, Cancelled before import, Cancelled or Resolved), and then deleted together with the customer's details. A cancellation from Stock Sync starts the 30 days again when it ends: an order imported weeks ago and then cancelled keeps its activity for 30 days after the cancellation. The panel then says "This order ended more than 30 days ago, so its activity has been removed." The order's fields and lines stay.
| Line | What happened |
|---|---|
| Received from the marketplace | Stock Sync read the order. |
| Queued to be imported | The order waits for its turn: when it arrives, after Retry, when going Live queues a previewed order again, and each time Preview compares a Not in Odoo order again. |
| Previewed — Match / — Different / — Not in Odoo | Preview compared it with Gaia's order. A Not in Odoo order is compared again by itself (see The Preview comparison), so it gets a Queued to be imported and a Previewed line each time, until one says Match or Different; meanwhile the order shows Received for a few seconds. |
| Imported into Odoo as 51284 | Stock Sync created and confirmed the Odoo order. |
| Found in Odoo and adopted as SO51104 | An order with the same reference was already in Odoo (Gaia's upload); Stock Sync took it over instead of creating a second one. |
| Needs attention — Unknown product (or another reason) | The import stopped; the grey line under it says what it found. |
| Marked resolved | Someone closed the order by hand; the grey line under it is their note. |
| Cancellation requested — Out of stock (2 items) | An operator asked to cancel two items, with that reason. The note is not shown here. |
| Cancelled 2 items — Out of stock | Stock Sync cancelled them at ABOUT YOU and, when the order is in Odoo, in Odoo. |
| Odoo gave up 2 items | The Odoo order lost two items that cannot ship any more (for example a cancelled sale order). With , 1 could not be matched when Odoo gave up more units than the order has open items for. Stock Sync then cancels them at the marketplace, or, when it cannot, asks you to (Needs attention — Cancel at the marketplace by hand). See When Odoo cancels. |
| Cancellation requested by Odoo — Cancelled in Odoo (2 items) | Stock Sync asked ABOUT YOU to cancel those items because Odoo gave them up. Cancelled in Odoo is the reason; no note. |
| Odoo order replaced: now 51290 | Odoo's order was cancelled and replaced by another with the same reference. The order follows the new one and nothing is cancelled. |
| Cancel failed | The cancellation stopped; the grey line under it says where and why. See Cancel an order. |
| Documents requested / Documents requested again | The order's documents were asked for: when the order reached Odoo, by Fetch documents or Retry, or by Fetch again. The tries Stock Sync makes by itself while it waits are not listed. |
| Documents fetched and sent to Odoo | Stock Sync fetched every document and attached it to the Odoo order. No documents for this order when the marketplace gives none. |
| Documents failed | Stock Sync gave up; the grey line under it says why. See Documents. |
| Waiting for Odoo — WH/OUT/04817 | A delivery was validated but Odoo lacks something the marketplace needs; the grey line under it says what. |
| Shipping previewed — WH/OUT/04817 | Ship orders is in Preview: the grey line says what would have been sent. |
| Shipping requested — WH/OUT/04817 / Shipping retried — … | Stock Sync is telling the marketplace: by itself, after Mark shipped, or after Retry. No name: the account's activity says who pressed what. |
| Shipped 2 items (tracking …) | The marketplace marked them shipped. |
| Ship refused — WH/OUT/04817 | The marketplace refused; the grey line under it is its answer. |
| Already shipped at the marketplace — nothing sent (2 items) | The items were marked shipped by hand first. |
| Nothing to ship — WH/OUT/04818 | The delivery found no item of the order left to take (Odoo delivered more units than the order has items left); the grey line says how many units. The same grey line under another shipping line, such as 1 unit in the delivery had no item of the order left to ship, means the delivery held more units than items: those units were left out. |
Failed attempts are not listed one by one. Attempts among the fields counts how many times Odoo could not be reached or was too busy, and Last error says what went wrong last; the activity shows the order going on once an attempt succeeds.
The order's activity does not say who pressed Retry, Mark resolved, Cancel order or the documents' buttons. That is recorded with the person's e-mail address in the account's Activity panel, as retried an order, marked an order resolved, cancelled order lines, marked an order shipped or fetched an order’s documents (see the account's Activity tab).