Order Flow Overview
Regardless of how orders are submitted, all follow the same core flow within GelatoConnect:
1. Order Submission
Orders can enter the system through multiple channels:
API Submission: Orders are sent via POST requests. The system validates the request format and returns an order ID.
Storefront Submission: Orders placed through connected e-commerce platforms are imported automatically.
FTP Submission: Order files are uploaded and scanned at intervals, then converted into orders.
Direct Platform Submission: Integrations (e.g., Cloudprinter, Redbubble) send formatted orders directly into GelatoConnect.
2. Initial Validation and Processing
Once received, orders go through:
Data Validation: Checks for completeness, formatting, customer references, and product UIDs.
Print File Validation: File URLs are verified and files are checked for compatibility, resolution, dimensions, and font embedding.
Business Rules Validation: Includes checks on shipping restrictions, availability, quantities, and cross-border requirements.
Order Status Transitions
Orders in GelatoConnect move through several statuses during their lifecycle:
Initial Statuses
Draft: Order is saved but not submitted.
Received: Order is submitted to GelatoConnect.
Passed: Order has passed all validations.
Failed: Order did not pass validation.
Created: Order has passed validation and is ready for production.
Production Statuses
In Production: Order is being produced.
Printed: Order production is complete.
Packaged: Order is packaged and ready to ship.
Shipping Statuses
Shipped: Order has left the facility.
In Transit: Order is en route.
Delivered: Order is delivered to the customer.
Returned: Order was returned.
Error Statuses
Failed: Validation or processing failure.
Canceled: Order was canceled.
Events and Notifications
System Events: All status changes are logged internally.
External Notifications: Customers are notified via postbacks, emails, and webhook events.
API Status Updates: Status can be fetched through the Get Order and Search Orders APIs.
Common Order Failure Reasons and Solutions
GelatoConnect provides specific failure reasons to help resolve issues.
"Not Connected"
What it means: The product in Storefronts isn’t linked to a GelatoConnect specification.
Solution:
Go to Storefronts, find the product, and click Connect Product.
Upload design files if needed.
Complete the connection and resubmit the order.
"Delivery Not Available"
What it means: The carrier can’t deliver to the specified address.
Solution:
Validate the address and supported country.
Consider alternative shipping methods.
In API orders, use comma-separated shipping methods in
shipmentMethodUid.
File Download Failures
What it means: Print file URLs can’t be accessed.
Solution:
Ensure URLs are public and valid.
Format URLs correctly for services like Dropbox, Google Drive, or OneDrive.
File Format and Quality Issues
What it means: Files don’t meet production specs.
Solution:
Use correct resolution (typically 300 DPI).
Include bleed (typically 3mm).
Use CMYK color and embed all fonts.
Invalid Product Identification
What it means: Invalid or unrecognized Product UID or Customer Product.
Solution:
Verify exact
productUid,productName, andproductVariant.Use lookups to match product codes.
Missing Retail Prices (International Orders)
What it means: Customs pricing data is missing.
Solution:
Include
retailCurrency,retailShippingPriceInclVat, anditems[i].retailPriceInclVatin the API request.
API Authentication Failures
What it means: API credentials are invalid.
Solution:
Verify your key and secret.
Ensure proper format in headers.
Use HTTPS.
Troubleshooting Process for Failed Orders
Check Status and Failure Reason
Go to Workflow > Order Intake > Manage Orders, open the failed order, and view the failure reason.Review API Requests (if applicable)
Under Workflow > Order Intake > Requests, check the order’s request/response details.Apply the Appropriate Fix
Use the guidance above to resolve the issue.Resubmit the Order
Once corrected, either resubmit or create a new order.Monitor with Postbacks
Set up postbacks to receive real-time status updates and reduce issue resolution time.
Monitoring and Managing Orders
GelatoConnect offers several tools to help manage your orders effectively:
Requests Page: View incoming orders and filter by status.
Order Management: Search for orders and take actions like canceling or reprocessing.
Order Analytics: Monitor order volumes, failure rates, and trends.
Want to learn more?
To further enhance your understanding and ensure smooth operations:
Review Order Flow Documentation for a deep dive into each step.
Explore Order API Endpoints for API-based integrations.
Use Template Mappers if your data needs transformation.
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