If there is an issue with your dropshipping order that prevents us from fulfilling it, the order will reach us with the status ‘Suspended’. Suspended orders cannot be fulfilled
There are 4 types of suspended order:
(1) No Matching SKU. The order appears to be an order that we should fulfil for you, but the SKU code of the product are not recognised. This could be that the file has been removed from your creativehub account or that the SKU code does not match the item sold in your store. Read about this issue here.
(2) Incomplete delivery address. This could be because you have allowed your customer to check out in your store without explicitly stating a delivery address (we cannot use the billing address as the delivery address unfortunately as often these are intentionally different). Or it could be because you have allowed your customer to select “collection” or “click and collect” or a similar option. Either way, without a delivery address we cannot fulfil the order.
In the case of (1) or (2), to fix this you cannot just add the delivery address or the SKU to the existing order, as we only import the order once and if it is missing information then the order is effectively a failed order. So, to rectify the problem you must reorder on behalf of your customer. This will then be reimported as a fresh order, with all the information correct in order for us to fulfil it. You can reorder using our manual dropshipping feature here.
(3) Unspecified error. This is commonly due to the limited edition selling out in creativehub account. To resolve the issue, adjust your editions in creativehub so that stock is available to fulfil the order. You must reorder on behalf of your customer. This will then be reimported as a fresh order, with all the information correct in order for us to fulfil it. You can reorder using our manual dropshipping feature here.
(4) Excluded zone. If you have excluded a shipping zone in creativehub, orders to this region will show as ‘suspended’. This is because you have told us you do not want us to fulfil orders to this zone. Unless marked as exclude by accident, then no action is required as this was intentional.