Troubleshoot a Problem

For most Pubeasy suppliers, your first stop should be to check order status within Pubeasy by choosing My Orders | Order Status from the menu. The page that appears shows order status by line so that you can easily search on cancelled or open items. You can also click the green "Order" in the header to switch to a search by purchase order.

However, not every Pubeasy supplier provides us with Order Status information. See our Supplier Lists for specific capabilities.

If a supplier does not support order status in Pubeasy, you will need to contact them directly (we have contact info on each Pubeasy supplier site page).

The Orderline page allows you to search and view item status. When you visit it, the page will automatically search for any items ordered on Pubeasy in the last few days and display their status so you can look for red flags.

When you submit an order on Pubeasy, the order processing status starts as either "Retrieved" (if a supplier does not support Order Status) or "Awaiting" (if a supplier does support order status).

Suppliers who support order status respond to an order with an initial general processing status and a more detailed product status per order line. Once the supplier responds, Awaiting usually changes to In Progress, Substitution - In Progress, or From Stock.

However, if you see one of the below processing statuses instead, you may need to investigate further:

Held. This could be a temporary hold that resolves without your input. For example, some suppliers manually review orders from new accounts and return this status until a rep has reviewed the order. The status will not update until the order is released to the warehouse. Or a supplier may want to manually review any orders over a certain quantity.

However, Held could also indicate the account is on credit hold and you will need to work with the supplier to bring your payments up to date before your order will ship.

Theoretically, Held could also mean you are a prepay account who needs to pay your invoice before your order will ship, but we do not believe any of our suppliers are using this status in that way at the moment.

If the Held status does not resolve in a few days or none of the above seem to apply, we recommend reaching out to the supplier directly. Supplier contact information is listed on their Pubeasy supplier site.

Rejected. This indicates the supplier's automated system could not process the order. It does not necessarily mean that your order will not ship. Instead the supplier may need to manually enter the order, correcting whatever errors halted the automated process. In that case, Pubeasy will not be able to retrieve order status information about the new order and the order status will never update, even if the order ships.

We know of one situation that can cause this for S&S US orders (have an order with the same ISBN on more than one line) and are working to resolve it.

If you see this status, especially for other suppliers, please reach out to Pubeasy Support.

Not supplied. This indicates the item is not going to ship to you. This could be somewhat expected behavior (you did not backorder and the supplier is out of stock on a hot title) or be surprising to you. Review the product status for more information about why the item is not shipping.

If you need help enabling backordering with your suppliers on Pubeasy or too many "Available" products are cancelling, please contact Support.

As the order makes it to the warehouse and onto a picklist, the initial processing status may change. Items that said In Progress or From Stock may change to Not Supplied as stock runs out, gets misplaced, or turns up damaged.

Here's an example of how this looks in Pubeasy order status results:

In the above example, the supplier initially indicated that 15 units were in Progress of the 18 ordered (implying that 3 would backorder), but by the time the order got to the warehouse those units were apparently gone and so all 18 units ended up as Back ordered.

Depending on your account status, the supplier's order volume, and the size of your order, it can take a few days for your Pubeasy order to actually move into pick & pack at the supplier's warehouse. The longer the processing time, the more likely that Pubeasy's default order status search will only show those initial results and will not display items with secondary processing updates. Instead, you may need to initiate a search by Product Status and expand your timeframe.

We recommend using one of the new combined search options at the top of the Product Status dropdown, such as Open Items, Shipping, or Cancelled Items. You can apply this search against a specific supplier or all your suppliers.

When all order lines in an order have been reported by the supplier as shipped or cancelled, Pubeasy changes the Processing Status for each line to Complete.

This might be confusing to you if you submitted a frontlist order and forgot to allow backorders. In that particular situation, every line might cancel but we would still show the order as "Complete".

Thus, we recommend filtering by Product Status instead of Processing Status when you are checking up on cancellations and backorders.

When the Processing Status says Shipped or Complete, click through into the PO detail page to see if the supplier has submitted tracking information.

If the supplier sends us the carrier along with the tracking number, we display the tracking number as a hyperlink. Otherwise we just display the number. You are likely to recognize the format and know which carrier's website to plug it into.