Here are the reasons why your B2B order has issues and what you need to do to resolve them:
- Address validation: If any address, email, or phone number details are missing or invalid, Hive will not be able to create a shipping label. In this case, please read the error message in the red issue box and update the required information in the Hive App.
- Commercial invoice missing: if your order is going through customs, has a value higher than €1000, and does not have any document categorized as an invoice. In this case, please click on the resolve button and upload the document with your commercial invoice. All commercial invoices must have the following information: EORI and VAT number, Country of origin per SKU, HS Code per SKU, Nett and gross weight per SKU, Cost per SKU, Value per SKU. If the invoice does not contain all of this information, customs processing will take longer, and the order could be rejected.
- Customs: Cost per item/Country of origin/HS Code missing: if the order is going through customs and one of the products is missing the HS code, cost, or country of origin information. In this case, please confirm that all the products in the order have all these fields filled in and update the missing information in your shop platform. As soon as this information syncs to the Hive App, the issue will be resolved, and your order will be processed within the standard processing times.
- Not Enough Stock: if there is not enough inventory for one or more of the SKUs in the order because the available inventory is reserved for other orders. In this case, if the B2B order needs to be shipped urgently, you can either:
- organize a Restocking Shipment for the out-of-stock SKUs
- update the quantities of the order in the Hive App if the order is manual or in your shop platform if the order is imported
- split the shipments for the order
Remember to update any provided documents in the Hive App if you change the content of an order.
- Out of stock: if one or more of the products in the order do not have inventory to be able to process it. You can either:
- organize a Restocking Shipment for the out-of-stock SKUs
- update the quantities of the order in the Hive App if the order is manual or in your shop platform if the order is imported
- split the shipments for the order
Remember to update any provided documents in the Hive App if you change the content of an order.
- On hold: if the order is packed and ready to be picked up, the pick-up date has been provided, but we are waiting for the pick-up to take place or if the freight shipment is being organized. If there is anything important that needs your input, Hive will reach out to you through the Customer Support team on the Hive App.
- Parcel label(s) missing: if you have clicked the checkbox next to “Parcel” under “I will provide the following labels” in the order instructions section of the order and there was no document attached to the order categorized as “Parcel label”. To resolve this issue, please click on the resolve button and upload the PDF document with the parcel labels. If you do not wish to provide parcel labels, please contact us via the Customer Support team on the Hive App.
- Pallet label(s) missing: if you have clicked the checkbox next to “Pallet” under “I will provide the following labels” in the order instructions section of the order and there was no document attached to the order categorized as "Pallet label". To resolve this issue, please click on the resolve button and upload the document with your parcel labels. If you do not wish to provide pallet labels, please contact us via the the Customer Support team on the Hive App.
- Pick-up date required: if you have clicked the toggle next to "I will organize a pick up" in the order instructions section of the order, and you did not fill in the date field. To resolve this issue, please click on the resolve button and select the pick-up date for the order. Please do not place the pick up on the same day, as we need to know in advance who is coming to our fulfillment center.
- Shipping label(s) missing: if you have clicked the checkbox next to “Shipping label” under “I will provide the following labels” in the order instructions section of the order and there was no document attached to the order categorized as "Shipping label". To resolve this issue, please click on the resolve button and upload the document with the shipping labels. If you do not wish to provide parcel labels, please contact us via the Customer Support team on the Hive App.
- SKU categorization missing: if your order has been synced to the Hive App from your shop, but you have not yet mapped the products. To resolve this, go to the inventory tab in the Hive App, click on "map them now" in the yellow banner, and link the SKU in your shop platform to the Hive App product. This linking ensures that each time there is an order for that specific shop SKU, the associated Hive App product is selected.