Your order always saves in BookRouter™ first. The message to the marketplace is a second step, and occasionally it does not land. Here is how to read what you are told, and what needs your attention.
Where to look
The marketplace updates card at the bottom of the order page lists every update BookRouter has sent for that order: what it was, when it went, and whether the venue accepted it. Failures stay listed with their reason, so nothing disappears after you close the page.
The messages
- "AbeBooks was marked shipped." Done. The venue accepted it.
- "eBay already has this order marked shipped." Nothing to do. The order was shipped at eBay, or you sent the update earlier. Updates are never sent twice.
- "Saved here, but the Amazon update failed." Your record is correct and BookRouter will try again on its own for a while. If the reason given points at something you can fix, fix it and save again.
Common reasons an update fails
Amazon: no tracking number on the order
Amazon will not accept a shipment confirmation without a carrier and tracking number. Record the tracking on the order, then save it as shipped again.
The marketplace connection has expired
eBay and Amazon authorizations expire and need renewing. Check Routing › Marketplaces: a marketplace that needs reconnecting shows it there, and you will normally have had a notification in the admin as well. For eBay see Reconnecting eBay.
The order number is not one the venue recognises
This shows up on very old imported orders and on the occasional order that was never fully created at the venue. There is nothing to send. Mark it cancelled or shipped here to clear it off your New list.
Alibris rejected the file
Alibris accepts tracking only from a fixed list of carriers. Where your carrier is not on their list, the shipment is reported without the tracking number rather than risking the whole file, and you are told. Add the tracking on the Alibris site if their buyer needs it.
A cancellation that cannot be sent
Amazon and eBay do not accept seller cancellations from us, and no marketplace will accept a cancellation after the order has been reported shipped. Use the venue's own cancellation or refund process; marking it cancelled here still keeps your inventory and reports correct.
Retries
Temporary problems, such as a marketplace being briefly unreachable, are retried automatically over the following hours without you doing anything. Problems that cannot resolve themselves, such as an order the venue does not recognise, are reported once and not retried.
Still stuck
Update the order at the marketplace directly so your buyer is looked after, set the matching status here, and email support@bibliopolis.com with the order number and the message you saw.