Order Center

Order Failure Reasons and Solutions

Update on: 21/04/2025

Table of contents

Zopi is committed to simplifying the order fulfillment process for users. However, challenges may arise during order placement. It’s crucial to recognize common errors you might encounter while using Zopi. Below is a comprehensive list of these errors along with their solutions.

Error Messages Reasons Solutions Operations
Incorrect information. Update
Phone number is required to fulfill. Update customer info		 Some or all required customer information, including phone numbers and fields marked with an asterisk (*), is incorrect or missing due to AliExpress regulations.
  1. Locate the order with an error and click the red diamond-shaped or gray circular icon next to the order ID.
  2. In the Pop-up, click Update / Update customer info.
  3. Fill in all required information, including the phone number and fields marked with an asterisk.
  4. Click Save to apply the changes.
  5. Once completed, click Fulfill order to proceed.
 Check the list to learn which countries have specific order requirements due to AliExpress regulations or customs clearance rules.
Learn how to fix failed orders missing phone numbers due to AliExpress regulations.
Item is not available. Change source The product mapping data is lost; either the supplier’s URL link is unavailable or the variants are missing.
  1. Locate the order with an error and click the red diamond-shaped icon next to the order ID.
  2. In the Pop-up, click Change source.
  3. In the Map supplier card, add a new supplier product link in the Supplier’s product field.
  4. Select the corresponding new supplier’s variant to match the store’s variants, then click Map.
  5. Click Map again to confirm.
 Learn how to edit the mapping for a special order.
The product is unavailable on AliExpress.
{Source} doesn’t ship to {country}. Change source The supplier’s warehouse is different from the one you selected.
  1. Locate the order with an error and click the red diamond-shaped icon next to the order ID.
  2. In the Pop-up, click Change source.
  3. In the Map supplier card, click Change and add a new supplier product link. Click Find similar suppliers to select your desired product from the results.
  4. Select the corresponding new supplier’s variant to match the store’s variants, then click Map.
  5. Click Map again to confirm.
 Learn what to do when the shipping method is unavailable on an order.
Order failed due to NEED_CONTACT_SUPPORT During the order process, the tab was closed, or the order was skipped/stopped while placing via extension.
  1. Open the AliExpress/Temu website and log in to your account.
  2. Navigate to the ‘Your orders’ section to verify if the order has been created in Temu.
  3. If the order does not appear in Temu, return to the Order Center > New orders > Fulfill order to re-order this order.
 Learn how to solve order failed due to Skip/Stop progress and place orders to Temu.
B_DROPSHIPPER_DELIVERY_ADDRESS_CPF_NOT_MATCH Incorrect CPF/CEP Number.
  1. Check if the CPF/CEP Number provided by your customer meets the order requirements due to AliExpress regulations.
  2. Input the correct number in the Company field and then re-order this order.
 Check the list to learn which countries have specific order requirements due to AliExpress regulations or customs clearance rules.
Learn how to edit the customer’s shipping address on the order.
AE-CHECKOUT-CHOICE-ITEM-BLOCK-DUE-TO-TAX Some changes to price or tax at checkout.
  1. Click on the product name in the order details to redirect to AliExpress and check if the product is under AliExpress purchase restrictions (max. 1 pcs/shopper).
  2. Select your desired destination as the “Ship to” option to check if it can be shipped to your address.
    • If the product has no AliExpress purchase restrictions and can be shipped, reorder after an hour.
    • If not, change the supplier product link with a new one. Go back to Zopi, click the chain icon on the Order Card, enter the corresponding product URL in the Supplier’s product field, and click Fulfill order to re-order.
 Learn how to edit mapping for resolving specific failed orders.
Buyer on blacklist Creating numerous orders without completing payment on AliExpress can result in being blacklisted.
  1. Create a new AliExpress account.
  2. Go to the Settings & Billing page, disconnect your current AliExpress account, and connect the new one to Zopi.
  3. Return to Order Center and click Fulfill order to place the order again.
 Learn how to switch your AliExpress account.
Suspicious buyer error AliExpress suspects fraudulent activity on this account.
  1. Go to the Settings & Billing page and disconnect your current AliExpress account from Zopi.
  2. Log into a new AliExpress account and link it to Zopi.
  3. Return to Order Center and click Fulfill order to place the order again.

IMPORTANT NOTE:

  • For orders shipped to the US, Spain, Mexico, Italy, Canada, Australia, Germany, and Brazil, switch to the Fulfill by Zopi option. This will automatically update the supplier mapped to your order to Zopi source. If everything matches correctly, you can proceed to make the payment to complete your order. Refer to this guide to learn more about Zopi Fulfillment service.
  • If you encounter an error not listed above, manually place the order on the source site and then update the order number copied from the source in Zopi.
  • If none of the solutions above work for you, please get in touch with our expert for immediate support.

With the order issues resolved, you should now be able to place orders successfully again!

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Table of contents

Related articles

What is the Shopify ‘Request fulfillment’ option?

In general, Zopi synchronizes orders with the PAID and UNFULFILLED statuses, enabling you to fulfill orders with just a few clicks. However, exercise caution when using the Request Fulfillment button in Shopify. Clicking Request Fulfillment sends a request to a third-party fulfillment service app like Zopi. This action initiates the workflow, changing the order status…

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