If you are running into consistent issues with late upload, dead tracking, or oversells and cancellations, please review the below to prevent continued order issues and escalations.


Late Upload

  • Confirm your SLA for tracking upload

  • Go to the "Fulfillment" tab in your Gateway account profile and scroll to the bottom to see your SLA

  • Look at the timestamp of tracking upload to see if due dates are being missed (i.e. time zone difference)

    • You can locate your due on date/time on your exported order file [Column T "ship_date")

    • You can also view it within the order details in Commerce Interface

  • Identify any driving deals

    • Is the inventory listed in Gateway accurate?

    • If you are waiting on additional inventory to fill orders and upload tracking, notify your Account Manager by submitting a ticket here

  • Check your API/EDI/FTP Connection

    • If you utilize an API/EDI/FTP connection for tracking upload, be sure to check to see if there is an issue or interruption that is preventing tracking upload

  • Review current operations to optimize pick and pack flow
    • Fulfill by a first in, first out method so oldest orders are prioritized
    • Automate order flow via API or FTP
  • Lower available inventory to sell on the site 
    • Manage order volume to better align with shipping capacity. Here is an article on managing inventory in Gateway


Dead Tracking

  • Review your dead tracking file to identify any obvious timing issues:
    • Are you uploading tracking before handoff? Compare Order Date, Due On, and Tracking Received dates
    • What method is being used for tracking upload; is it automated to be uploaded immediately?
    • Tracking should only be uploaded once it is handed off the carrier
  • Are you utilizing a shipping consolidator?
    • Orders shipped using an unsupported carrier or service will be flagged as dead tracking and will not be eligible for payment. This includes consolidator services in partnership with USPS.
  • Do you have predictive/virtual scanning turned on?
    • These automated scans do not indicate tracking movement; any order with these scans will be flagged as dead tracking
    • Please work with your carrier rep to turn these automated scans off

  • Identify any driving deals:

    • Is the inventory listed in Gateway accurate? 

    • Was tracking uploaded without inventory to fill the orders?

      • If you do not have inventory to fill orders, please notify your Account Manager by submitting a ticket here

  • Identify any scanning issues or delays with your carrier

    • Work with your carrier on a resolution plan to ensure that are orders are getting scanned on time

    • Provide examples of delayed scans to your local carrier rep to investigate the source of the delay

    • Utilize multiple carriers to spread out shipments and prevent delays in processing during spikes in order volume

  • Review current operations to identify any fulfillment gaps

    • Fulfill by a first in, first out method so oldest orders are prioritized
    • Is there an internal scanning process in place to ensure no orders are left behind after carrier pickup?


High Volume of Order Cancellations

  • Out of Stock / Shortage Cancellations
    • Is inventory live in Gateway?
    • What method are you currently using to update inventory in Gateway?
    • How often is inventory being updated
      • Can you work with your team to update inventory more frequently?
    • Make sure inventory added to Gateway is designated for Groupon only
    • It is best practice to put an inventory buffer in place to prevent oversells
      • Example: Adding only 90% of available inventory for Groupon 
  • Request to Cancel Cancellations 
    • Identify any trends or patterns in customer tickets
      • Are there improvements or changes that can be made to prevent ongoing customer requests to cancel?
    • Merchants are responsible for addressing and resolving customer issues related to fulfillment errors. See all of our Customer Support articles on how best to resolve customer issues and avoid cancellations/refunds.