This troubleshooting guide addresses the error: "SKU XXX is in the order but doesn't have a record in your warehouse." This error occurs when an order contains a line item that does not exist in ShipHero for the warehouse location you are fulfilling the order from.
Important
All line items must be associated with a valid SKU, and that SKU must exist in the warehouse inventory for the order to be successfully processed.
Troubleshooting Steps
To resolve the missing record error, ensure the SKU exists in the specific warehouse assigned to the order:
- Create the SKU: Manually create or import the missing SKU in the warehouse you are fulfilling the order from.
- Reprocess the Order: Navigate to the specific order page. In the Actions section on the right-hand side, click Reprocess. This updates the order data and validates the new SKU record.
Escalation Process
If the error persists after performing the steps above, please submit a support ticket through your customer portal. Include the following details to expedite the investigation:
| Information Required | Description |
|---|---|
| Order Number | The specific order ID currently blocked by the error. |
| SKU Details | The specific SKU name/code created in your warehouse. |
| Reprocess Confirmation | Confirmation that the "Reprocess" action was attempted after the SKU was created. |