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Troubleshooting — Orders Not Processing or Stuck in Queue

Troubleshooting — Orders Not Processing or Stuck in Queue

Applies To: [ All Licenses ]

Overview

This guide covers the most common reasons an order may not process or may become stuck in a queue, and the steps to diagnose and resolve each scenario.

Order Stuck in Pending

An order sitting in Pending status for longer than expected typically means it has not been reviewed or actioned by a staff member.

Steps:

  1. Navigate to Orders > Browse All Orders and locate the order.

  2. Review the order for any missing information — artwork, payment, or shipping address.

  3. If payment has not been captured, verify the payment gateway is configured and active under Settings > Payment Processing.

  4. If artwork is missing, check whether the product requires an upload. Contact the customer if needed.

  5. Advance the order status manually once the issue is resolved.

Order Not Appearing After Checkout

If a customer reports placing an order but it is not visible in the admin:

  1. Search for the order by the customer's email under Orders > Search for Orders.

  2. If not found, check whether the customer completed checkout — abandoned carts do not create orders.

  3. Verify the customer's account under Contacts to confirm their order history.

  4. If payment was captured but no order exists, contact your Account Sales Manager (ASM) for support.

Payment Declined or Not Captured

  1. Navigate to the order and check the payment status.

  2. Go to Settings > Payment Processing and confirm gateway credentials are valid and the gateway is active.

  3. Check whether the gateway is in test mode — test mode transactions do not process live payments.

  4. Review the gateway's transaction logs in your payment processor dashboard for specific decline reasons.

  5. If the gateway connection is confirmed working, the decline is typically card-related. Contact the customer to provide alternative payment.

Order Stuck in a Non-Terminal Status

If an order is stuck in In Production, In Print, or another mid-workflow status:

  1. Navigate to the order and review the job status.

  2. Check whether a trade network push was attempted. If the push failed, retry it from the job detail.

  3. If the order requires manual intervention (e.g. artwork approval), action it.

  4. Update the status manually using Mass Change Job Status if multiple jobs need updating.

See Mass Change Job Status.

Automated Emails Not Sending on Order Events

  1. Go to Settings > Email / SMTP and verify your outbound email configuration.

  2. Confirm the customer's contact record has Do Not Email turned off.

  3. Check the Email/SMS tab on the contact's profile to confirm emails are being logged.

  4. Test your SMTP connection by sending a test email from the settings panel.

Notes / Tips

  • Always check the order's Notes tab for any system-generated messages that may explain the status.

  • If a payment gateway error is intermittent, it may be a connectivity issue between the platform and the gateway's API. Check your gateway's status page.

  • For persistent or unexplained issues, use the red Help button in the admin or contact your Account Sales Manager (ASM).

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