When an order placed on a marketplace is not integrated with VTEX, an error message indicates the type of problem that has occurred. You can view the integration status of the order in your Admin, in MARKETPLACE > Connections > Orders. To view the error message, click on the order.
Error messages often refer to out-of-stock items. One of the simplest ways to check if a SKU is available is to perform a shipping simulation. The Shipping Simulator tool allows you to check the delivery conditions of the product without actually creating an order.
Out-of-stock errors can occur for different reasons. Here are the most common:
- Items unavailable: one or more SKUs in the order are unavailable, you must update the number of SKUs in stock.
- Inactive SKU: the SKU is not active, which prevents it from being integrated. Check the status of the item in your Admin, in Catalog > Products and SKUs.
- Negative inventory: a negative inventory balance occurs when there are more reserved items than the total quantity in stock.
- Item not in collection or trade policy: check if the SKU is marked correctly in the collection or trade policy defined for the marketplace. Learn more in the article Associating SKUs with a trade policy.
After resolving the error, the order must be manually reprocessed. In your Admin, go to MARKETPLACE > Connections > Orders and click on the order with the error. Click on the Actions button and choose the Reprocess option.
If the error persists, please open a VTEX support ticket.