On rare occasions, MasonHub is unable to process an order and it will be rejected from the source system. In these cases, the order will not appear in MasonHub's OMS and a rejection notice will be sent back.
In Shopify, the rejection notice and reason will be visible from the Order Timeline (if using the Fulfillment Service integration) or on the Additional Details section (if using the Webhook integration).
Order Rejection Reasons
-
MasonHub has no inventory (or Oversell Policy) for SKUs on the order.
- Order includes products with hazardous materials and the destination is in a restricted zone (outside of contiguous US and Canada).
-
Shipping Address contains foreign (non-Latin) characters. (See below for more detail)
- Shipping Address Line 1 or Line 2 exceeds 100 characters.
- Packing Slip ID exceeds 22 characters.
-
Order has Do Not Ship tag.
- Order is not marked as Paid.
Orders with Foreign Characters
Some carriers are unable to print labels with foreign characters. To mitigate the most common uses, we have logic in MasonHub's OMS that alters addresses with the following characters to be printable by these carriers. Other speciality characters, not included in this list, will need to be corrected before our OMS will accept the order.
- Á to A
- Ā to A
- Å to A
- á to a
- ā to a
- â to a
- ä to a
- Ç to C
- ć to c
- ç to c
- É to E
- é to e
- è to e
- í to i
- ñ to n
- ó to o
- ō to o
- ô to o
- ö to o
- ú to u
- ū to u
- ü to u
- . to .
- , to ,
- / to a blank space
- ß to ss
- ł to l