Manage Exception Orders

Estimated reading: 8 minutes

Last updated: July 23, 2026

Overview

The Exception Orders page helps you review sales orders that need attention before or during fulfillment.

Exception orders are grouped into two tabs:

Tab	What it shows	What you can do
Errors	Orders with unresolved error-type issues, such as missing information, SKU issues, warehouse issues, carrier issues, logistics process failures, or shipping compliance issues.	Review the cause, update the required information, and reinstate the order when the issue is resolved.
On-Hold	Orders that are temporarily paused before fulfillment.	Review the hold reason and release the order when the required action is complete.

Use the Errors tab for orders that need correction. Use the On-Hold tab for orders that are paused because they require manual acknowledgement, are waiting for a New Order Frozen Period to end, or need required logistics labels before they can continue.

Before you start

The following actions are available to Admin and Operator users:

Action	Where it appears	What it does
Reinstate Order	Errors tab	Opens the resolution form for an error order.
Cancel Order	Errors tab, when the order is eligible for cancellation	Starts a cancellation flow for the exception order.
Release Order	On-Hold tab	Opens the release form for an on-hold order.

Review error orders

Use the Errors tab to review orders with unresolved error-type issues.

Go to Orders > Exception Orders .
Select the Errors tab.
Review the order list.
Check the Cause column to understand why the order requires attention.
Use the available action to resolve the issue.

You can use the exception type filter to narrow the list by issue type.

Common error reasons include:

Error reason	What it means
Missing Attribute	Required customer, shipping, or order information is missing.
SKU Not Found	Synctify could not match the order line item to an existing product SKU.
SKU Discontinued	The matched SKU is marked as discontinued.
Missing Default Warehouse	No default or primary warehouse is set, so Synctify cannot route the line item. A warehouse must be designated as the primary before fulfillment can continue.
Third-Party Logistics Rejection	A third-party warehouse, or 3PL, rejected the order. Review the rejection reason provided by the warehouse.
Transportation Compliance – Overmax	The order or line item may exceed the channel’s transportation compliance limits and require review before fulfillment to avoid chargebacks.
No Fulfillable Warehouse	Synctify could not find a warehouse that can fulfill the line item.
Warehouse Alias Not Found	A warehouse SKU alias is required but missing.
Carrier Not Found	Synctify could not identify a valid carrier or service level.
Missing Order Price	A valid wholesale price could not be found for the line item.
Logistics Process Failed	The logistics process failed and requires review or retry.
Non-compliant Shipping Method	The carrier or service level may not match the channel’s approved shipping requirements.
Internal Error	The issue requires support or internal review.

Reinstate an error order

Use Reinstate Order after you review the cause and are ready to correct the issue.

Go to Orders > Exception Orders .
Select the Errors tab.
Find the order you want to resolve.
Click the action menu.
Select Reinstate Order .
Open the action menu for an error order and select Reinstate Order.
Review the resolution form.
Enter or select the required information.
Click Submit .

The required fields depend on the error type.

Error type	What you may need to do
Missing Attribute	Enter the required customer or shipping information.
SKU Not Found	Select the correct product SKU. If available, you may also save the original SKU as a SKU alias.
SKU Discontinued	Review the affected SKU and choose an available resolution option.
Missing Default Warehouse	Designate one of your warehouses as the primary or default warehouse in your warehouse settings, then reinstate the order.
Third-Party Logistics Rejection	Review the rejection reason provided by the warehouse and choose the available resolution option.
Transportation Compliance – Overmax	Review the channel’s transportation guidelines and choose the available resolution option.
No Fulfillable Warehouse	Select a new fulfillment location that can fulfill the line item.
Warehouse Alias Not Found	Enter the required warehouse SKU alias.
Carrier Not Found	Select a valid carrier and service level.
Missing Order Price	Review the product pricing configuration, or re-associate the SKU with the correct wholesale price, then reinstate.
Logistics Process Failed	Review the logistics error, provide missing dimensions if required, and retry the logistics process.
Internal Error	Contact Synctify Support for assistance.

Note

Missing Default Warehouse is resolved differently from other errors. There is no field to fill in the reinstate form. Designate one of your warehouses as the primary or default warehouse in your warehouse settings, then reinstate the order.

After all unresolved issues are resolved, the order can continue through the sales order fulfillment flow.

Cancel an exception order

If Cancel Order is available for an exception order, you can use it to start a cancellation.

Go to Orders > Exception Orders .
Select the Errors tab.
Find the order you want to cancel.
Click the action menu.
Select Cancel Order .
Select the line items and quantities you want to cancel.
Select a cancellation reason.
Add a cancellation remark if needed.
Confirm the cancellation.

What happens next depends on the sales channel:

Channel cancellation support	What happens next
The channel supports cancellation requests from Synctify	The cancellation request is created in Synctify and continues through the cancellation request flow.
The channel does not support cancellation requests from Synctify	Complete the cancellation manually on the sales channel, such as cancelling the order in the channel portal or contacting the channel support team.

Review on-hold orders

Use the On-Hold tab to review orders that are paused before fulfillment.

Go to Orders > Exception Orders .
Select the On-Hold tab.
Review the on-hold order list.
Check the Reasons column to understand why the order is on hold.
Click the available action to open the release form.

You can also open on-hold orders from the Overview page if the On-Hold card is available.

On-hold orders may appear for one of the following reasons:

On-hold reason	What it means	What you can do
Manual Order Acknowledgement	The sales channel requires manual review before the order can continue.	Review each line item, confirm accepted and rejected quantities, then release the order.
New Order Release Window	The order is temporarily held by the New Order Frozen Period setting.	Wait for automatic release, or release eligible line items early if needed.
Logistics Label Required	Required logistics labels are not complete.	Complete the required logistics label actions before releasing the order.

For more information about the New Order Frozen Period, see New Order Frozen Period.

Release an on-hold order

Use Release Order to review and release an on-hold order.

Go to Orders > Exception Orders .
Select the On-Hold tab.
Find the order you want to release.
Click the action menu.
Select Release Order .
Review the hold reason and required fields.
Complete the required action.
Click Release Order .

The release form depends on the hold reason.

Hold reason	Release action
Manual Order Acknowledgement	Enter the accepted and rejected quantities for each line item. If you reject any quantity, select a cancellation reason. You may also change the fulfillment location if needed.
New Order Release Window	Wait for the hold window to end, or release eligible line items early.
Logistics Label Required	Complete the required logistics labels. If the Release Order form asks for missing product dimensions, enter the dimensions and retry label generation. You may also need to review the logistics actions from the order detail page. Once every expected label has a tracking number and attachment, the hold is released automatically.

Important notes

Errors and On-Hold are different tabs under Exception Orders .
Use Reinstate Order to resolve error-type issues.
Use Release Order to release on-hold orders.
Use Cancel Order only when the option is available for the order.
Some errors may require support assistance or sales channel action.
Some on-hold orders may be released automatically, depending on the hold reason.
Non-compliant Shipping Method may appear after an order has reached Processing or Shipped. The carrier or service level is not approved for the channel, so the channel may reject the shipment data, which may cause fulfillment delays or chargebacks. Confirm the approved shipping method with the channel, correct it if needed, and contact Synctify Support if the issue is unclear or persists.

FAQ

Manage Exception Orders

Can I filter exception orders by issue type?

Yes. On the Errors tab, use the exception type filter to narrow the list by issue type.

What happens after I cancel an exception order?

If the sales channel supports cancellation requests from Synctify, the cancellation request continues through the cancellation request flow. If the sales channel does not support cancellation requests from Synctify, complete the cancellation manually on the sales channel.

What is the difference between Errors and On-Hold?

Errors are issues that usually require correction, such as missing information or SKU matching problems. On-Hold orders are temporarily paused before fulfillment and may require review, release, or completion of a hold condition.

What should I do if the issue cannot be resolved from the form?

Review the error message and contact Synctify Support if the required action is unclear or unavailable.

Why do I not see Cancel Order?

Cancel Order appears only when the order is in a cancellable status, such as Pending, Processing, Backorder, Short-Shipped, On-Hold, or Exception. The sales channel does not affect whether the button appears. It affects what happens after you confirm the cancellation.

Why do I not see the On-Hold card on the Overview page?

The On-Hold card appears only when there is at least one on-hold order.

Why is an order under Exception Orders?

An order appears under Exception Orders when Synctify detects an unresolved issue or hold reason that needs attention. Use the Errors and On-Hold tabs to review the issue type.