When an order cannot be processed by Gelato, you will receive a notification including the order ID as well as an error message explaining why the order could not be processed (see example below). Typically this happens if the file or address does not meet the requirements.
You are not charged for these orders as we couldn't process them.
Steps for fixing an order on hold:
- Check if a reorder has been placed: Search for the order ID under Orders > Reference ID in the Gelato Dashboard. If a reorder has been placed successfully (the order exists with a status not 'Failed') then you can ignore the notification.
- Fix the issue: If a reorder has not been placed, then review the error message to fix the issue. A list of the most common order validation errors and solutions can be found here.
- Edit the order: Click on "Edit", make the necessary changes to the order, and resubmit it.