Support Order Management

Rejected orders with reasons

How to handle orders with rejected status

Common reasons for rejected orders:

1. Payment required

In this case, you would need to go to the Billing section and check if there is any issue with the current payment methods. Once the billing is valid, your orders would be recharged automatically. See more about Billing here.

2. Need design

For personalization orders, you need to upload customized designs after requesting fulfillment via Dreamship app. (Go to Order >> Upload design: you can upload for each order or Bulk upload CSV).

3. Invalid address (Address unverified)

Your address coud not be verified by Dreamship app. Kindly refer to article: Unverified Address - What can I do?

4. Pending staff review / IP violation: Your order/account has designs violating the IP/Trade mark, so Dreamship team needs to review.

5. Out of stock: Item(s) chosen is currently out of stock. Please confirm with customer for their choice (change size, color, product type, etc.)

6. Contact Dreamship team for immediate support when you encounter the following cases:

  • Processing error: occurs while syncing via Dreamship app

  • Item does not exist: occurs when the product SKU on Shopify and the Variants ID on Dreamship is not the same.

  • Other cases