If your fulfilment request is denied, be sure to check the order history log for further details. There you'll find an error message that explains the reason for rejecting the order.

For example:

When receiving the "phone number missing" error, there are two places where the phone number needs to be checked.

First, open the order and see if the phone numbers are added on the side of the screen:

If the phone number is there, then press "request fulfilment":

You will be taken to the next screen, where usually the phone number is missing:

If so, please fill it out, and continue with requesting fulfilment.

Make sure that all windows are filled in the "Billing information"

If the billing method has been added but the order is still not processing, manually assign the billing method to this order.

For future orders, the billing method will be applied automatically.

Additionally, ensure that the setting "Billing address is the same as shipping address" is enabled.

This error is related to "Billing information missing."

First, ensure that your billing details are added to your profile. Then, for this specific order, manually enter the billing address.

Once completed, the fulfillment request will be accepted.

Make sure that shipping profiles are in sync with one another - the one you have selected on your Selfnamed profile and what you have set up on your Shopify store.

More information on shipping profile set-up you can find HERE.

Unfortunately, there is a product in your order that we do not offer anymore - it has been removed from our catalogue and won't be returning.

You should remove this product also from your catalogue.

This error message usually appears when Maestro card is being used for the order - unfortunately, we are unable to process Maestro cards, so if such error is received - please switch your payment method to another card.

However, if Maestro card is not used, please reach out to [email protected] - we will assist with this, since an investigation from our side would be needed.

It's important that the SKU number for Selfnamed products are not manually changed in the Shopify settings. If any changes to SKU numbers are made, our system won't be able to recognize the product and will not accept the fulfilment request.

If you have changed the SKU number, please change it back to the original one.

If you cannot change it back - please delete this product from your Shopify store and add a new product through Selfnamed.com

The product is out of stock, but it will be returning - you can remove this product form the order, so the order could be fulfilled.

Please remove this product from the order, and request fulfilment again.

Some of our products cannot be sold in all the regions - in a case where a product is added to a regions that it cannot be sent to, this message will appear.

Please remove the product from this order in order to proceed.

Also, make sure that this product is not added to the invalid shipping regions in your shipping settings.

For Shopify users this error is a less common one, which usually requires our teams investigation.

For Woo Commerce stores - please make sure that all your products are synced, shipping profiles are activated etc.

For the whole walkthrough, please check our Woo Commerce integration manual HERE.

For this one, please reach out to our Support team and include the URL to your store (Shopify) or login link and credentials (Woo Commerce). For further investigation we'll need access to your store, to locate the issue and help with the solution.

In any case, if you still face issues with requesting fulfilment, please reach out to [email protected]