Overview

This manual will go over some of the more common errors and troubleshooting steps to take when trying to resolve. This tutorial will focus on three main categories of errors consisting of: Netsuite to ShipHawk Transactions, SmartPacking, and Netsuite Item Record to ShipHawk Product Catalog. 

Netsuite to ShipHawk Communication

There are several ways Netsuite and ShipHawk send information back and forth. Each time information is passed from Netsuite to ShipHawk or vice versa, there is a user action associated with it. The only exception to that rule is the product catalog which syncs nightly. Below you will find a list of common errors and troubleshooting steps. This document assumes the majority of errors will be resolved by the tech department but serves as a reference when identifying issues to report.

Netsuite to ShipHawk Transactions

1. Item fulfillments not coming over to ShipHawk.

1. Rules system is not allowing the import. Good example would be a hazmat order going UPS Next Air. Verify order details and any ‘Non Import’ rule specifications. 
2. Item fulfillment has a status of shipped. Switch the status to ‘Picked’ and save the item fulfillment record. Order will now sync back to ShipHawk if it is not already there. 
3. Order is already in ShipHawk - Occasionally edits will need to be made to a sales order / item fulfillment after the fulfillment has been generated. You will need to delete the order within ShipHawk and edit / save the item fulfillment in Netsuite to send the information back to ShipHawk. 

2. ShipHawk tracking not updating on Item Fulfillment record.

1. The item fulfillment had a previous shipment applied against it. Switch the status of the item fulfillment to ‘Picked’ to remove previous tracking number. Create a new shipment in ShipHawk and refresh Item Fulfillment.

Smart Packing

1. No box size(s) selected 

1. If Smart Pack does not give you a specific box size to use, the item(s) associated with that package do not have dimension within the product catalog. Items will need to be updated and the order refreshed. You always have the option to manually select the box size.
2. The order is a child sales order that requires you to click the ‘Generate Shipment’ box.
3. Clicked on order hyperlink too quickly. Once an order is synced over to ShipHawk it can take several seconds for the order to create a corresponding proposed shipment. Refresh order or click the ‘Generate Shipment’ box.

2. No rate(s) available  

1. Missing Weights - All items associated with that package do not have a weight set within the product catalog. These will need to be manually updated before proceeding.
2. Wrong Destination - Click on the ‘Compare Carrier Rates’ box. If no rates are returned the address is invalid. Reach out to the sales rep to confirm the destination address.
3. Rules Conflict - A custom rule requires the system to use a specific carrier and service even though that is not an option for a particular destination. Click on ‘Compare Carrier Rates’, if it returns rates for other carriers and service then you  have a rules conflict. Use alternative and applicable carriers / services.

3. Multiple one item packages - Smart Pack will ship any hazmat items individually and subsequently creates packages for each one. ShipHawk does not allow for multiple hazmat items to be shipped together and therefore this is default behavior and must ship this way.

Netsuite Item Record to ShipHawk Product Catalog

1. Netsuite products not in ShipHawk product catalog.

1. Nightly product sync is down - You can confirm this by going to Products > Product Import/Exports  and looking for the last import date and time. All Netsuite product syncs come with a file name of ‘net_suite_import’. Products can then be added manually or through CSV import.
2. Although rare, an item fulfillment could have been generated prior to the nightly sync of products. Product(s) will need to be added manually or through CSV import. Order will need to be refreshed.

2. Missing product information with ShipHawk catalog

1. The associated item field within Netsuite which ShipHawk maps the values from does not have any information. Good example of this would be average cost which will remove its value when there is no inventory. Although rare and in this particular case a price would need to be added manually to ShipHawk.

3. ShipHawk catalog information does not match its corresponding Netsuite item record.

1. Netsuite information has been updated and product sync has not occurred.

1. If the information is not critical it can wait for nightly sync. If the information needs to be updated to properly ship an order the value(s) can be updated manually or through CSV import.