Customer has not got their print order? Have not been billed for your print sale? Missing a print sale from your order list? Print sale not been shipped? It is possible your order has reached us as suspended.
A suspended order status means we are unable to process your order due to an error in the order information. This is why this may happen:
- No shipping address. If we receive your order without a customer shipping address we are unable to process the order. This could happen if the order is placed manually in your store, if ‘cash’ is selected as a payment method, or if the Shopify POS app is used. In those instances shipping & billing addresses are not input/required by the customer which we use to process the order.
- No matching SKUs. Print products and their variants are assigned unique SKU codes. This is what syncs your product with the print file and sales details, such as size and paper type, in creativehub. If you manually change the SKU code in your store, the product will not be recognised by creativehub and we will not fulfil your order. This means your order will not show in your order fulfilment list. To resolve this on future orders, delete and reimport your product.
- Other, unspecified error. In this case please contact customer service and we can investigate the cause and get it fixed.
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 go onto your own checkout and remake the order 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.
To view your fulfilment orders, please login to your creativehub account and navigate to art sales settings > store fulfilment
If your order has reached us as a Suspended order please contact customer service using the live chat feature on our site, emailing [email protected] or calling on 0207 739 1060. Until you do that this order cannot be processed.