When an order is imported from a marketplace to OrderDesk the first automated steps will try to sync the item to the Inventory Items in OrderDesk and then submit the order to the fulfillment system such as Turbine.
When this is successful the order moves from the New folder to Prepared folder signifying that it is in production in Turbine. When it fails the order sits in New and requires manual fixes to get it moved into production.
Below we outline the error messages you may see in OrderDesk and next steps to try and fix.
The error messages will appear on each order page under Order History and will look something like this:
This shows all the activity on the order along with any edits or updates that have occurred. The error messages to look out for are will start with "Order Could Not Be Submitted to Turbine." The message after that contains the errors we will discuss below:
Order ###### included an item with a missing print_sku or print_url.
Cause: This error message comes from OrderDesk. It occurs when an item in the order does not have enough print information to meet the required fields in Turbine. OrderDesk doesn't submit this to Turbine until the print_sku field and print_url field(s) are present on the item.
Solution: You should check the metadata for each item and ensure it has a print_sku and at least one print_url. If not see this guide on how to add / import.
Full SKU cannot be found to process this item. SKU: ##########
Cause: A print_sku has been synced to the item, but the SKU is not present in Turbine. This error comes from Turbine when the order is submitted and means the exact SKU identifier is not present in Turbine.
Solution: This could be a typo or a missing sku and would need to be reported to our inventory / procurement team if you cannot locate the typo using the Client Turbine inventory search. If a typo, you can use the Import Data spreadsheets or the UI to update the Inventory Items in OrderDesk and re-sync the order to inventory to get the data updated on the item.
Validation Failed:
Cause: This error indicates an unexpected error when the order is submitted to Turbine.
Solution: Please contact Turbine support to look into this issue as it indicates a data error in Turbine.