Most orders move from paid to shipped without you touching them. Once in a while one does not. A print file fails to render, or your print provider rejects the submission. This guide shows you how Composerie tells you about a failed order, and how to retry it from the order detail page. It is for merchants who use automatic fulfillment with a print provider.
How you find out something failed
You do not have to watch your orders. When fulfillment fails, Composerie reaches you in three ways.
First, the order itself changes. Its fulfillment status flips to failed, and the affected line item is flagged Needs attention in the order.
Second, the bell in the dashboard rings. Every member of your workspace gets an in-app notification, and it links straight to the order that needs you.
Third, an Action Required email arrives. It tells you the order failed and points you back to the dashboard.
There are two reasons an order lands here. A print render can fail after Composerie has already tried it a few times. Or the render can succeed and the submission to your print provider can fail after its own retries. Composerie does not give up on the first error. It only flags the order once the automatic retries are exhausted.
On an order with a single line, a failure flips the whole order to failed. On an order with several lines, Composerie is more careful. If one line fails but a sibling line already reached the provider, the order is not flipped to failed. The healthy lines keep moving and tracking keeps flowing for them. Only the failed line carries the Needs attention flag. This way one bad line never freezes the rest of the order.
The order detail page is where you act. Open Orders, then open the order that failed. The Fulfillment section is where the warning and the retry control live.
Retry the order
Once you have read the warning, retrying is one click. A retry re-queues the print render. When that render finishes, Composerie re-dispatches the order to your provider, so a successful retry takes the order all the way through fulfillment again.
Open the failed order
Go to Orders and open the order whose fulfillment failed. You can spot it from the bell notification or the Action Required email, both of which link to the order.
Find the Fulfillment section
Scroll to the Fulfillment section on the order detail page. A failed order shows a Retry button in the footer of that section.
Click Retry
Click Retry. Composerie re-queues the render job for that order. When the render completes, the order is sent to your provider again, and the order moves on if the provider accepts it.
Retry is not available for every order. If the order was cancelled or has already been delivered, the Retry button does not apply. There is nothing left to send for a delivered order, and a cancelled order should not be produced.
Orders stuck without a provider order
There is a quieter kind of problem. The order looks fine, but no provider order ever appeared. This usually happens when a Shopify webhook is dropped or delayed, so Composerie never gets the signal to start fulfillment. Nothing failed loudly. The order just sits there.
Composerie watches for this. A daily audit looks for any Shopify order that Composerie should fulfill but where no provider order has landed after 30 minutes. When it finds one, it warns you, so webhook drift does not leave an order silently stranded.
The fix is to push the order through yourself. Open the order, go to the Fulfillment section, and use Send to provider to send the order to production again. That re-dispatches it to your print provider.
If the order is still stuck after you send it to production, that points to something deeper than a missed webhook. Contact support and include the order number. We can look at why the order is not reaching the provider.
Why did my order fail after it was paid?
Either the print file failed to render, or the submission to your print provider was rejected. Composerie retries both automatically first, and only flags the order once those retries are used up.
Will a retry charge me twice?
No. A retry re-runs the same render and submission for the same order. It does not create a second order with your provider.
I refunded the order. Can I still retry it?
A refunded order is never reprinted. Composerie skips the provider submission for refunded or cancelled orders, so a retry will not send it to production.
One line of my order failed but the others shipped. Is that normal?
Yes. On a multi-line order, only the failed line is flagged Needs attention. Lines that already reached the provider keep fulfilling and reporting tracking.
The order says it should fulfill but nothing reached my provider. What do I do?
Open the order and use Send to provider in the Fulfillment section to push it to production. If it stays stuck, contact support with the order number.
Next
Once the order is moving again, see shipping and tracking to follow it the rest of the way. To understand every state an order can be in, read order statuses explained.