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Before you start
An order normally travels on its own: from the marketplace into e-tailize, and from there into Picqer. Does an order not arrive in Picqer, or not in time? Then you enter it in Picqer by hand.
Do that carefully. An order entered the wrong way lands in Picqer next to the one that arrives late, and then goes out twice.
Common problems
The order is not in e-tailize either
Open "Orders" and look under "Open", "Processing" and "Closed" before you conclude anything. An order that is not in e-tailize is not a Picqer problem: check the connection with that marketplace first.
The order is in e-tailize but not in Picqer
Check the Picqer connection. If it is fine and the order still does not move, enter the order in Picqer by hand, with the two rules below, and tell us so we can look at what held it up.
The order goes into Picqer twice
This happens when the reference does not match. Picqer recognises an order that is already there by its reference, so a reference of your own creates a second order and a second shipment.
Use the order number with the prefix of the marketplace in front of it, and keep the colon between the two. These are the marketplaces whose orders carry a prefix:
| Marketplace |
|---|
| Amazon DE |
| Amazon FR |
| Amazon IT |
| Amazon BE |
| Amazon ES |
| Amazon NL |
| Amazon SE |
| Blokker |
| Brico |
| Praxis |
| Darty |
| Decathlon |
| Fonq |
| Home24 |
| INNO |
| Kaufland |
| Leen Bakker |
| Leroy Merlin |
| Maison du Monde |
| Mediamarktsaturn |
| Obelink |
| Alltricks |
| RueDuCommerce |
| Secret Sales |
| VT Wonen |
| Worten |
| Yoox |
| bol |
| Makro |
Do not know the prefix for your marketplace? Open an order from that same marketplace that did arrive in Picqer and copy the part before the colon, or ask in the app chat before you enter the order.
The address on the label is not the address of the order
Always copy the name and address exactly as they stand in the fulfilment screen in e-tailize, or as they stand on the marketplace. A shortened street or a corrected postcode makes the order look new.
Track and trace does not reach the marketplace
An order you entered by hand does not send its track and trace code back automatically. That code stays in Picqer, and the marketplace keeps waiting for it. Fill the track and trace code in on the marketplace yourself, in the same session in which you ship the order.
FAQ
Can I use my own order number as the reference?
No. The reference is what Picqer matches on, so use the prefix of the marketplace plus the order number. Copy the name and the address exactly as well.
The order arrived after all, and now it is in Picqer twice
An order entered by hand that does not follow the guidelines above lands in Picqer twice, and is then shipped twice. Tell us in the app chat before you ship, and ship only one of the two.
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