Here are some common errors and their resolution:
Orders won’t combine?
Here are some things to check:
- Double check that the Combine Labels feature is enabled under Setup > Fulfillment.
- Confirm the shipping addresses on the orders match exactly.
- If you’re using our FlexLabels option, orders must be processed simultaneously to be combined.
- If you use the multiple warehouse locations feature;
- Ensure the items in the orders are in the same warehouse.
- Ensure the order was placed after the multiple warehouse feature was enabled. (You can check this in the Shop Logs tab.) Orders placed before the feature was enabled will not combine with orders placed after the feature was enabled.
- Ensure all of the items in both orders were assigned to a warehouse before the order was placed. (You can check this in the Shop Logs tab.) Orders placed before the items were assigned to a warehouse will not combine with orders placed after the items were assigned.
My shipping labels aren’t printing correctly.
We recommend setting your printer to Landscape with zero margin and no headers or footers.
Some of my shipping labels look different than others.
CommentSold works with multiple label providers behind the scenes to ensure that you are always able to purchase a label, even if one of our vendors is having an outage. Your labels may not always look exactly the same, but there is no change in cost or process for you.
My fulfillment process got disrupted before I could complete my orders.
You can pick up where you left off by applying filters found at the top of the Orders/Fulfillment page. The Packing Slip Printed and Label Printed filters are most helpful for tracking your progress.
Can I print all of my packing slips without printing my shipping labels at the same time?
Yes! Check out our Bulk Print Packing Slips article for help with this.
Why does this shipping label have a customs form attached?
When creating a shipping label, if the address is detected as military or international (with international shipping enabled), the customs form is automatically generated. This ensures customs information is sent during label quotes and creation, streamlining the shipping process and ensuring compliance with international shipping regulations, without requiring any additional steps on your part.
The order contains an item that has been returned/refunded, do I have to scan that item?
No, you will be able to fulfill the order without scanning that item.
Gift card in the order showing as fulfilled already.
Gift cards will show as already being fulfilled because they are digital products delivered immediately to the customer via email.
My shipping labels aren’t printing correctly.
We recommend setting your printer to Landscape with zero margin and no headers or footers.
Why does this shipping label have a customs form attached?
When creating a shipping label, if the address is detected as military or international (with international shipping enabled), the customs form is automatically generated. This ensures customs information is sent during label quotes and creation, streamlining the shipping process and ensuring compliance with international shipping regulations, without requiring any additional steps on your part.
Error: The tracking number has already been taken
The tracking number is already assigned to an order/item in CommentSold. To avoid issues with shipping integrations or inaccurate tracking of orders, tracking numbers from other CS orders cannot be added to another order.
If you would like to add the items in an order to the shipping label for an existing order, you can remove the label from the order and create a new combined order label.
How will I know these orders were split from a single order?
The orders will show a Split Order indicator and have a clickable link to the associated order.
How does the customer know their order has been split?
The shopper will see tracking numbers per item so that they know which items are in which package. Your shoppers will also be sent dispatch emails by package instead of by order.