How to deal with Orders in Action Required?
đź’ˇ My order is in Action Required. What does it mean? What to do?
Table of contents
2) The different types of Action Required and their meaning
3) What to do when the order is in Action required?
4) How to be notified about Action required?
5) How to avoid/reduce orders in Action Required?
1) Definition
An order in Action Required is an order for which critical information is missing / incorrect: without it, the fulfillment cannot go through and reach its final destination.
đź’ˇ The new order list allows you to quickly identify "Action required" orders and take action to ensure customer satisfaction.
2) The different types of Action Required and their meaning
There are three main Action Required types of orders:
| The order shipping method is not mapped to a Bigblue shipping method | The shipping method selected by the buyer on the website has not been mapped in Bigblue. |
| This order didn't pass validation | Order information is incorrect or missing, it can be: - Address: street, postcode, city - Contact details: phone number, email, tax identification number or NIF - Merchant company information (for international orders) |
| Missing pick-up point | The pickup point is missing, you need to select one |
3) What to do when the order is in Action required?
Bigblue flags the order so that you can fix the incorrect/missing information and release the order.
“The order shipping method is not mapped to a Bigblue shipping method”
In that case, all you have to do is map the shipping method.
Look at the Shipping Method chosen by your customer in the Shipping Method section of the order
To map the shipping method, go to settings > auto-fulfillment > select your warehouse and the shipping method (”Pickup Point Delivery” in that particular example). Then, add the transport offer/carrier of your choice. Don’t forget to save.
The fulfillment will update itself within approximately 10 minutes and put the mapped Bigblue shipping method.
To know more about shipping method setup, click here.
“This order didn't pass validation”
When the Action Required tag is displaying “This order didn’t pass validation”, missing or wrong info is circled in red so that you can identify it easily by scrolling as you can see in the picture below.
đź’ˇ To know more about address validation, click here, and to know more about postcode or phone number click here.
Enter the correct contact details, and save. We will stop the sync with your CMS on the address to keep the reviewed address as the source of truth.
Our address validation algorithm is here to reduce your support!
- We have shipped millions of packages and have evolved our algorithm to validate addresses. It matches what carriers accept. Your package won’t be stuck when the label is printed.
- For France, you can use the La Poste site to check your address. For the UK, Royal mail, and in a broader way, your national carrier network can provide you with valuable information
- If a phone number looks correct but we say it’s not, it's because we confront it with a database of valid phone numbers. You can try calling the customer.
💡 If you have the Tracking Page activated, rest assured! We’ll contact the customer and let them know they need to edit their address or contact details. You’ll see in the timeline that an email was sent to the customer. Activate the tracking page, and start decreasing manual tasks today
What the customer sees and how they can take action:
The corrected data will then trickle down in our systems, the order will then be able to be processed without errors.
4) How to be notified about Action required?
You can be notified about orders in Action Required through:
- Browser and/or email (see here)
- Slack (see here)
- Gorgias/Zendesk tickets (for only customer address/contact) (see here and here)
5) How to avoid/reduce orders in Action Required?
- Every time you create a new shipping method on your CMS, make sure it’s correctly mapped
- Through your CMS basic setup or apps, you can make sure that incorrect addresses can be caught directly at checkout.
- Always require the phone number and email in your checkout, carriers need both (see here)
đź’ˇ Here you go, you are now an Action required expert!