Troubleshoot orders, fulfilment, and shipping

Start with the StoreMink order reference and read its current payment, location, fulfilment, parcel, and refund states. Avoid changing several settings at once; identify which stage is blocked first.

Test this on your own account first. Merchant-account Shiprocket rates, booking, and authenticated webhooks have not yet been proven end to end. Do not rely on them for customers until that test succeeds; cross-check every pilot quote, parcel, and callback in Shiprocket.

An order is missing

• Check the Website, POS, and All tabs that your plan provides.
• Remove narrow search, date, status, payment, method, or channel filters.
• Ask a superadmin to check the staff member's assigned locations and Orders permission.
• Remember that a pending checkout can appear operationally without counting as recognized sales.

The wrong location was chosen

Check Fulfil online orders, active state, priority order, recorded on-hand stock, and the skip-inactive setting. The current resolver does not subtract reservations, so verify available stock separately. Only priority routing is active. A whole order must fit one location, and the fallback can use the main/default location when the configured list cannot serve it.

Pickup is unavailable

Check that the store offers pickup, the shop is active, and both Sell here and Customer pickup are on. Confirm location stock and the pickup payment policy. Prepaid-only pickup needs Razorpay enabled.

A shipping rate is missing

• For fixed or free shipping, check the saved mode and delivery estimate.
• For live rates, confirm Shiprocket is connected and enabled, the warehouse is synced, and the PIN codes are serviceable.
• Enter accurate product weight and dimensions. Missing measurements use the current 500 g and 10 × 10 × 5 cm defaults, which can misquote the parcel rather than block it.
• Pickup and digital-only orders intentionally return ₹0 without a live carrier quote.

Warehouse sync skipped a location

Turn on Fulfil online orders and complete its Indian address, state, PIN code, contact phone, and required business contact. Correct the data and sync again. Do not create a duplicate location to work around an address error.

Booking stopped halfway

Read the last completed provider stage and use Retry. StoreMink resumes from saved Shiprocket order, shipment, or AWB identifiers. Do not create a second parcel manually in Shiprocket unless the first attempt is confirmed absent.

Tracking or NDR is wrong

Refresh once and compare the AWB in Shiprocket. Use reattempt or RTO only when the current NDR permits it. A carrier cancellation or RTO does not automatically cancel the StoreMink order, refund money, or restock units.

Know the current limits

Postal zones, weight/price tables, product shipping profiles, split warehouses or parcels, reverse shipping labels, weight disputes, and COD-remittance reconciliation are not built. Live Shiprocket rates, booking, and tracking callbacks are also not yet proven end to end, so confirm them on your own account before a customer parcel depends on the connection.

Contact support safely

Send the order reference, shipment ID, AWB, safe provider error, and redacted screenshot. Never send payment API keys, Shiprocket passwords, webhook tokens, OTPs, card details, or unnecessary customer data.