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Identify the Cause of a Process Exception

Process exceptions can occur at any stage in the order lifecycle. Identifying the cause of a process exception is the first step toward resolving the issue.

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The table describes some common issues that cause process exceptions at different stages in the order process.

Stage Process Exception Type Cause
Order Activation Order creation failed
  • The order wasn’t created
  • No payment gateway was available for the order
  • Async test failed
Order activation failed
  • Valid payment authorization wasn’t received
  • Shipping state or country values weren’t populated correctly
  • Billing state or country values weren’t populated correctly
Order Approval Order approval failed
  • The order failed a fraud check
  • A custom business review specified for order approval failed
Fulfillment Fulfillment order approval failed
  • A custom business review specified for fulfillment order approval failed
Order fulfillment failed
  • The order was canceled
  • Items in the order are out of stock
  • The location specified for the fulfillment order doesn’t exist
Payment Ensure funds failed
  • The credit card used for the order has expired
  • The order failed a fraud check
  • The payment gateway is down
Payment capture failed
  • The credit card used for the order has expired
  • A fraud check failed
  • The payment gateway is down
Payment refund failed
  • The credit card used for the order has expired
  • The credit card used for the order was canceled
  • The payment gateway is down
Invoicing Invoice creation failed
  • Invoice creation process encountered an error
  • Payment wasn’t applied to the order
Credit memo creation failed
  • Applying or unapplying the payment to the invoice failed
  • Applying the refund to the credit memo failed
Returns Return processing
  • A returned item isn’t in acceptable condition; stop the credit of funds to the customer
  • A return isn’t received by the expected return date
  • Applying or unapplying the payment to the invoice failed
  • Applying the refund to the credit memo failed

See Also