Do you have a problem with your order?
This guide will help you identify the cause of the problem and find out how to fix it or whom you can contact to solve it.
Step 1: Find my order
The first step is to search for your order using its order number in the search field:
If there is a large number of results, you can refine your search by entering the brand/country name (if you have access to several brands) and the shop concerned, or the order creation/pickup/delivery date.
Please note that if you do not know whether the order has been allocated to a carrier, you should not enter a carrier as a criterion in your search.
Step 2: I can't find my order
If you cannot find your order in the back office Woop, it has either not been sent by your retailer/brand to Woop or has been rejected by our information system.
To identify the reason, you will need to ask our support team for help. Before contacting the support, you need to gather as much information as possible about the order to make the log analysis easier:
- The order number (required)
- Theoretical order creation time (required)
- The store name/id
- Postcode and/or city
You can then create a ticket on Zendesk requesting information on an order by filling in the previously gathered information.
Step 3: My order is in the Back Office Woop, but there is no assigned carrier
If you can find your order but it appears in red(anomaly), it has not been assigned to a carrier.
There are 3 different anomaly statuses:
"No carrier"
This status means that in the current state(according to the setup in Woop), no carrier can accept the order.
To find out the reasons for the refusal, go to "Alerts"(your order page).
The reason for refusal in this case is "Carrier not eligible" because the order is too heavy.
In this example, no carrier is set up to handle the weight of the goods in the order.
However, there may be other reasons:
- Geographical area not covered by the carrier
- The selected delivery service/product type does not have a compatible carrier
- No carrier is configured for this TAG and others.
Solution:
- Go and check the carrier set up at the store/picking point level: perhaps the carrier is set up incorrectly and is supposed to handle the orders. In this case, the setup has to be changed, and then refresh the order.
- If the setup is correct, then check that there are no errors in the order itself (the address, the parcel size/dimensions/weight, the delivery service, etc.).
"No order" status
This status means that carriers have been contacted, but none have agreed to deliver the order.
To understand the reasons for the refusal, you can go to the "Carriers in demand" section and click on the carrier to see the refusal reason:
You can check the order information, and depending on the comment of the carrier, you can make the correction/ ask the store to correct it if there has been an error (the dimensions of a product are wrong, the address does not exist, etc.).
If there is no problem with the order, the carriers must be contacted directly.
If the refusal reason is "Unknown feedback" or "Exceptional fact" and there is no explanation comment, this means that the carrier has not respected the refusal format. You can contact technical support so that they can check the logs for the refusal sent by the carrier.
"Unavailable carriers" status
This status implies that one or more carriers have agreed to provide a quote(to return the order delivery cost to Woop), but when the delivery is created, the carrier(s) refuse it.
This can happen when the carrier's delivery creation engine is more restrictive than its quote creation engine.
For example, when the quote request is sent, there is no calculation of the vehicle's cubic capacity, so the quote is created. Then, when the delivery is created, a real cubic capacity calculation is carried out. Thus, the carrier realizes that none of his vehicles can handle the delivery. Therefore, he refuses the delivery, even though he had agreed to provide a quote(delivery cost).
You can check the order information, and depending on the comment of the carrier, you can make the correction/ ask the store to correct if there has been an error (the dimensions of a product are wrong, the address does not exist, etc.).
If there is no problem with the order, the carriers must be contacted directly.
If the refusal reason is "The carrier did not respond within the allotted time", this means that the carrier has had a service interruption. You can then try to refresh the order to check whether its services are available again. If the quotation is refused again for the same reason, then the service interruption has not ended, or the problem has another root cause. You can contact technical support for more information.
"To be completed" status
This status means that we have accepted the order via API, but that we need more information to finalize the order, or that some of the information is incorrect.
The order has to be corrected by the store in this case, and it will be refreshed as soon as the correction has been made.