Order problems

Find the cause of common order problems and how to fix them quickly.

বাংলায়: অর্ডারে যখন সমস্যা দেখা দেয় — পার্সেল আটকে থাকা, ফোন নম্বর ভুল, স্টক কম থাকা — তখন কী করতে হবে তা জানুন। প্রতিটি সমস্যার কারণ এবং সমাধান এখানে আছে।

A parcel has no courier update for 24 hours

What you see: In the Courier tab of the order details, the status hasn't changed for a day or more. The parcel also shows up when you filter the Orders list by Quiet parcels only (see the next section).

(The Courier tab headline Needs attention means the courier reported a problem with the parcel. It is a different thing from a quiet parcel.)

Why it happens: The parcel was booked with a courier (Pathao or Steadfast) but the courier has not sent any status update in the last 24 hours. The parcel could be stuck at a courier hub, lost, or not scanned yet.

How to fix it:

1. Click the sync icon (tooltip Sync status with the courier) in the Courier tab to ask Omnikyo to pull the latest status from the courier. It needs a tracking code on the order.
2. If the sync returns Status Synced with a Live status message but the timeline is still old, contact the courier directly using the rider's phone (shown in the Rider card) or the link to the courier's merchant portal.
3. If the parcel is lost or stuck beyond recovery, you may need to process a return or create an exchange order.

A parcel is marked as quiet

What you see: In the Orders list, a filter toggle reads "Quiet parcels only" with the description "No courier update for 24h+, or never." When you apply this filter, rows appear whose last courier update is older than 24 hours, or that have never had a courier update.

Why it happens: The filter shows all parcels that are stalled — those without recent courier activity.

How to fix it:

1. Check each order in the list.
2. If the order is Dispatched but has no tracking code, the parcel was never sent to the courier. Add a tracking code manually or re-send the order to Pathao/Steadfast.
3. If the order has a tracking code but no updates, use Sync status to refresh.
4. If the parcel is confirmed lost or damaged, move the order to Return Pending and then process the return.

Still stuck? Contact your courier to escalate a missing or stuck parcel.

A warning says "Invalid phone number"

What you see: A red warning triangle (⚠) appears on the order row. Hover it to see the tooltip "Invalid phone number."

Why it happens: The customer's phone number does not match the Bangladeshi mobile format. Omnikyo expects 11 digits starting with 013 to 019 (for example 01712345678), optionally with a +88 in front (+8801712345678).

How to fix it:

1. Open the order details and scroll to the Customer card.
2. Click on the phone number field to edit it.
3. Correct it to the format 01712345678 (11 digits, starting 013 to 019) or +8801712345678.
4. Save the order.

In the bulk courier booking window, an order with a bad phone number is flagged Invalid phone.

A warning says "Address is too short" or "City is missing"

What you see: A red warning triangle (⚠) appears on the order row. The tooltip lists the problem: "Address is too short." (fewer than 10 characters) or "City is missing."

Why it happens: The delivery address is incomplete. Couriers need a full address to deliver the parcel.

How to fix it:

1. Open the order details.
2. Scroll to the Customer card.
3. Edit the Address field to include house/road/area (at least 10 characters) and the City field (required).
4. Save.

In the bulk courier booking window, a short address is flagged Address too short (minimum 10 characters).

A duplicate-order warning appears

What you see: In the order details modal or the order row, a small Dup badge appears. When you click it, a Potential Duplicates popover lists other recent orders with the same phone number.

Why it happens: The same customer phone number appears on more than one order in the list you are looking at. That can be a genuine repeat customer, or an order created twice by accident (a refresh, the back button, or two people taking the same call).

How to fix it:

1. Open each order in the list.
2. Compare the items, customer details and amounts.
3. If one is a duplicate, delete it from the row's three-dot menu (Delete).
4. Confirm the deletion by typing the order ID.

Note: Duplicates are matched only among the orders loaded on the current page (50 per page by default). A duplicate outside the visible list is not flagged.

A low-stock warning appears when dispatching

What you see: When you change an order's status to Dispatched from the order details window, a dialog appears titled "Low Stock Warning" listing products with insufficient stock, with Current, Required and After values (for example Current 0, Required 2, After -2).

Why it happens: At the order's location, the On hand quantity (minus any damaged units) is lower than the quantity on the order. Dispatching would put stock into negative.

How to fix it:

1. Click Cancel to keep the order in its current status and receive stock first (see Receive stock).
2. Or click Proceed Anyway if you accept the negative stock (you'll need to account for it later).

If you proceed and stock goes negative, you can see and resolve it in the Negative Inventory Report (see Negative stock).

A toast says "You don't have permission to change this order"

What you see: When you try to edit an order, change its status, add notes or process a return, a red toast appears: "You don't have permission to change this order. Ask a business owner to enable order editing for your account."

Why it happens: Your account does not have one of the required permissions — for example the permission to edit orders, to change order status, or to process returns.

How to fix it:

1. Ask the business owner to grant you the permission you need (in Settings › Users and roles).
2. Once the permission is granted, reload the page and try again.

A product doesn't appear in the cart when creating an order

What you see: When you search for or try to add a product to the cart, it doesn't show up.

Why it happens: Only products with an Active status appear in the product picker when creating orders.

How to fix it:

1. Open Products.
2. Find the product by name.
3. If its status is not Active (for example archived), set it back to Active.
4. Go back to the order form. The product now appears.

Other ways people ask this

• quiet parcel kobe update hobe
• পার্সেল কোনো আপডেট পাচ্ছে না
• courier status sync kortam
• duplicate order delete korbo kivabe
• অনুলিপি অর্ডার সনাক্ত
• invalid phone number fix
• ফোন নম্বর ভুল
• address too short error
• stock warning dispatch korte pari na
• স্টক কম পণ্য ডিসপ্যাচ
• permission denied order edit
• parcel stuck at courier
• how to find quiet parcels
• address line minimum character

Related pages

• Orders overview — the orders list and how to navigate it
• Find orders: search, filter, sort — apply filters including quiet parcels
• Order statuses and the lifecycle — what each status means

Checked against the product on 2026-10-02.