Zopi consistently strives to simplify the order fulfillment process. However, things do not always turn out how they should be. It is important to know some of the most common errors happening when you place orders on Zopi. Here’s a compiled list of the errors that you may encounter and how to resolve them.
| Error Messages | Reasons | Solutions | Operations |
| Incorrect information. Update / Phone number is required to fulfill. Update customer info | Some or all of the required customer information, including phone numbers and fields marked with an asterisk (*), is incorrect or missing due to AliExpress regulations. | 1. Find the order with an error and click on the red diamond-shaped icon/ gray circular icon next to the order ID to resolve the issue quickly;
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; 3. Click Save for new changes; 4. Once done, click Fulfill order to proceed with this order. |
Check the list to learn which countries you should meet the order requirements for due to AliExpress regulations or customs clearance rules.
Learn how to fix failed order missing phone number due to AliExpress Regulations. |
| Item is not available. Change source |
The product mapping data is lost; either the supplier’s URL link is not available or the variants are missing. | 1. Find the order with an error and click on the red diamond-shaped icon next to the order ID to resolve the issue quickly.
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 once more 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. Find the order with an error and click on the red diamond-shaped icon next to the order ID to resolve the issue quickly;
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 below the supplier product field to select your desired product from the result list; 4. Select the corresponding new supplier’s variant to match the store’s variants, then click Map; 5. Click Map once more to confirm. |
Learn what to do when the shipping method is unavailable on order |
| Order failed due to NEED_CONTACT_SUPPORT | During order process, close the tab open or click skip/stop order while placing an order 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.
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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 your customer provided to meet the order requirements for 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 you should meet the order requirements for 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 on the order details on the Order Card to redirect to AliExpress and check if the product is under AliExpress purchase restrictions (max. 1pcs/shopper);
2. Select your desired destination as the “Ship to” option to check if it can be shipped to your address;
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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. Open the AliExpress website and 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, click Fulfill order in the action area 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 in the action area 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!