If an order has been successfully billed in your ERP but is stuck in the Preparing Delivery status at VTEX, the product may be unavailable in the marketplace API, which prevents the status from changing.

To verify that this is your case, follow the steps below:

1. In the VTEX Admin, go to Orders > All Orders, or type All Orders in the search bar at the top of the page.
2. Click the desired order to go to the order's details page.
3. In the Order Status section, click Try Again.

Check if a message appears, and if it describes the error.

The normal behavior of the system, in cases where the marketplace returns an error information such as 500 (internal server error), is to make automatic retries to process the status.

But if the message informs you that the request to the service resource returned HTTP status '404 (not found)', it means that the route was not found - that is - the product was not found in the marketplace.

In this case, you should contact the marketplace and ask that they check the integration service.