FAQ
Can't find the feature
Where do I find each feature in the menu?
| What the screen says | Menu |
|---|---|
| Inbound order | Warehouse → Inbound |
| Parcel Outbound order (ToC) | Warehouse → Parcel Outbound |
| Freight Outbound order (ToB) | Warehouse → Freight Outbound |
| SKU Inventory | Inventory → SKU Inventory |
The Work Order item under Warehouse is a separate service-ticket feature, unrelated to shipping and receiving.
What's the difference between Parcel Outbound and Freight Outbound?
- Parcel Outbound (ToC): direct to the end customer, one order per parcel, via a courier. See Parcel Outbound orders.
- Freight Outbound (ToB): transfers to another warehouse or a platform warehouse (FBA replenishment, for example) — not direct-to-customer. See Freight Outbound orders.
The short test: if the shipment gets shipped again after it arrives, it's Freight Outbound; if it ends there, it's Parcel Outbound.
Inbound orders
The order is stuck in "Reviewing"
Inbound orders go through review before reaching Awaiting. If it doesn't move for a long time, contact your account manager with the inbound order number.
My order was rejected
The status becomes Rejected. Open the detail page for the reason and check the Message board, then fix and resubmit. The usual causes are a missing SKU, incomplete packing details, or an arrival method that doesn't match reality.
The goods arrived but the order is still "Awaiting"
Almost always a tracking number mismatch — the warehouse couldn't link the arrival to your order.
Check the detail page against what your carrier gave you (watch for case, stray spaces, extra prefixes). If it's correct, claim it through Warehouse → Return Claim, or send your account manager the inbound order number and tracking number.
Received quantity doesn't match what I declared
The detail page shows four pairs at the top — Received/total products, Received/total boxes, Standard product/Damaged product, Rcved/Total Pallets — so the gap is immediately visible. Inbound Products also switches between By Product and By single box to pin down which box is short.
Use the Message board to settle the difference with the warehouse; it stays attached to the order.
I submitted with the wrong warehouse
It can't be changed — cancel and recreate. If the goods are already in transit, contact your account manager promptly.
Where do I print barcodes?
Print SKU at the top right of the inbound order detail page prints product barcode labels.
Box barcodes are decided when you create the order, via the Custom box barcodes column (you set it) or Box barcode rules (generated for you). Getting these right at creation time saves a lot of cleanup later.
Outbound orders
It says out of stock but Inventory shows stock
Under Inventory → SKU Inventory the number that matters is Available, not Total:
- Total: everything physically in the warehouse
- Available = Total − Reserved ← what outbound orders draw on
- Reserved: held by orders that haven't shipped
- In-Transit: not shelved yet, so it can't ship
Cancelling orders you no longer need releases Reserved stock. Also note the Inventory Condition column — only Sellable stock can go out.
The order sits in "Drafts" and the warehouse says it never arrived
Submitting is not handing it to the warehouse. After you submit, the order moves through Drafts: No label obtained → In progress → To be submitted, and only submitting from there moves it to Awaiting.
Select the order and click Create label to move it along. To skip the manual step, tick "Automatically submit..." in the toolbar.
It's stuck in "Get Label Failed"
| Cause | Fix |
|---|---|
| Channel doesn't serve the destination | Use Modify Channel — no need to recreate |
| Overweight or oversized | Change channel, or split into several orders |
| Incomplete address / postal code mismatch | Go back to draft and complete the address |
| Address isn't in the local language | Use AI Translation Address |
| Not enough stock | Replenish, or reduce the quantity |
I entered the wrong address
- Draft stage: edit it, or cancel and recreate.
- Awaiting / Completed: you can't change it in the system. Your account manager can try a carrier redirect — not guaranteed, and it may cost extra.
Shipped but no tracking number
Most channels return it after handover, usually within hours; slower ones by the next day. Past 24 hours, contact your account manager with the outbound order number.
What do I put in "Province/State" for countries that have none?
Enter "N/A" rather than leaving it blank — the field is required and an empty value blocks submission.
Can one order ship to several recipients?
No. One outbound order = one recipient = one parcel. Use Import on the list page for multiple orders.
My Excel import keeps failing
The usual causes:
- Warehouse, logistics channel, carrier or country entered as a name instead of a code. The template's "仓库代码", "物流渠道", "承运商" and "国家或地区简码" sheets are the lookup tables.
- The logistics channel isn't bound to that warehouse. Check the "绑定的仓库" column on the "物流渠道" sheet.
- The "上传物流面单" channel was selected without a carrier — carrier is required in that case.
Still stuck?
When you contact your account manager, include:
- The inbound order number (starts with IB) or outbound order number
- When the problem occurred
- A screenshot including any error message
You can also post directly on the order's Message board — that record travels with the order.