When Things Go Wrong, This is Where You Find Answers
Order stuck somewhere? System acting weird? The Requests and Postbacks sections are your technical detective tools - showing you exactly what happened behind the scenes when orders flow between systems.
Order Requests
Think of Order Requests as the "sent mail" folder for your orders - it shows exactly what data was sent, how it was processed, and what came back.
Getting to Order Requests
Click "Requests" in the left navigation menu
Use date filters to narrow down to when the problem occurred
Click any request to see the full technical story
What You'll Actually See
Each request reveals the complete journey:
Original Request: The raw data your system sent - exactly as it left your platform
Template Processing: How Gelato translated your data format into something the printer could understand
Final Request: What actually got sent to the printer
System Response: What came back - success confirmation or error details
Postbacks
Postbacks are like text message updates from your printers - automatic notifications as orders move through production and shipping.
Getting to Postbacks
Click "Postbacks" in the left navigation menu
Filter by date to find specific events
Click any postback to see full details
Types of Updates You'll See
Order Received
Production Updates
Shipping Notifications
Delivery Confirmations
Error Alerts
Using These Tools for Real Problem-Solving
Scenario 1: "My order disappeared" → Check Order Requests to see if it was sent successfully, then Postbacks to see where it got stuck
Scenario 2: "Customer says they never got shipping notification"
→ Check Postbacks to verify the shipping update was sent to your system
Scenario 3: "Printer says they never got the order" → Order Requests shows if the technical handoff worked or failed
Scenario 4: "Wrong product was produced" → Order Requests reveals if the product specs were sent correctly
💡 Pro Tip: Bookmark this section during busy periods. When customer service gets hectic, having the technical details at your fingertips turns "I'll investigate and get back to you" into "Here's exactly what happened."
🔧 For Tech Teams: These sections provide the detailed logs your developers need for integration troubleshooting - no more guessing what went wrong.
Most of the time, your orders flow smoothly and you'll never need these tools. But when something does go sideways, Requests and Postbacks give you the answers instead of leaving you in the dark.
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