Fulfilment Not Sent to Sales Channel: Troubleshooting Guide

This article outlines how to resolve cases where fulfilment updates are not transmitted to your sales channel in Neuro. It provides a step-by-step guide for verifying fulfilment creation, investigating failure reasons via order activity logs, confirming courier mappings, and checking transaction records for API errors. These actions help ensure fulfilments are synchronised correctly or escalated appropriately to support.

Last updated 2 months ago

If your fulfilment has not been sent to the sales channel, it may be due to missing fulfilment data, a mapping error, or a failed synchronisation attempt. Follow the steps below to identify and resolve the issue.

1. Confirm the Fulfilment Was Created

The first step is to ensure that the fulfilment was successfully generated for the order in question.

Steps:

  1. Log into your Neuro account.

  2. Navigate to the Orders section via the left-hand menu.

  3. Locate the relevant order and click the pencil (edit) icon to view its details.

  4. Scroll to the Fulfilment Info section.

If the fulfilment data is missing, it has not been created. You may need to trigger fulfilment using the Neuro API.

If the fulfilment is present but the Fulfilment Sync Status is marked as Failed, scroll down to the Order Activities section.

  • Find the fulfilment_replied activity and click the edit icon to inspect the failure details.

  • Review the payload sent and the API response received from the sales channel.

Take corrective action based on the error message. If the issue is unclear, contact Neuro Support for further assistance.

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2. Check for Courier Mapping Issues

A common cause of fulfilment sync failure is incorrect or missing courier mapping. You must ensure that the courier name used in the fulfilment request is correctly mapped to the expected courier name for the sales channel.

Steps:

  1. Go to Stores via the main menu.

  2. Click the pencil icon next to the relevant store.

  3. Click the pencil icon for the affected sales channel.

  4. Click Couriers to open the mapping interface.

  5. Find and select the courier used in your fulfilment.

  6. In the Custom Name field, enter the name or code that the sales channel expects.

    Tip: Contact your sales channel’s account manager if you are unsure of the required naming conventions or courier codes.

  7. Click Save to apply the mapping.

Now revisit the affected order:

  1. Go back to the order details.

  2. Click Resend Fulfilments.

  3. Wait 3–5 minutes and confirm whether the Fulfilment Sync Status changes to Synced.

If it remains Failed, continue with the next diagnostic step.

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3. Inspect Transaction Records for API Failures

Transaction logs allow you to inspect the underlying API communication with the sales channel.

Steps:

  1. Go to Stores > Select your store > Edit your sales channel.

  2. Click on Transaction Records.

  3. Filter logs by Log Type.

  4. Select submit_fulfilment and click Add.

  5. Review recent logs for failure entries.

For failed attempts:

  • Click the pencil icon to open the log.

  • Scroll to the Response section to view the full error message.

  • Determine the cause and take appropriate corrective action (e.g. update courier mappings, verify data format).

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Common Error Example: Courier Not Found

If the API response includes an error such as:

Example
{ "error": "Courier not found in the system" }

Then ensure you’ve mapped the courier name exactly as expected by the sales channel, following Step 2 above.

Next Steps & Support

If you have followed all troubleshooting steps and the issue persists:

We are here to ensure fulfilments run smoothly across all your connected sales channels.