Failure to sync API Sales Orders from the Platform, and automatically create FBS orders when Auto-Create FBS settings are enabled, are critical issues. If not detected in time, it may lead to orders being shipped late. Spaceship is committed to ensuring that your orders are shipped on time.
There are multiple reasons why these occur - sometimes due to an internal system error, and other times, due to errors that are not within our control.
We have implemented several internal monitoring controls to detect such errors. For example, Spaceship programmatically runs daily scripts to query new sales order data to match with FBS orders over a scheduled time frame so that errors can be detected.
As issues become known, we prioritize the technical resolution build to prevent future occurrences. Our goal is to have a robust monitoring and error-preventive technical implementation to reduce the occurrences of system errors over time.
Resolving System-Related Order Errors
If there are system-related issues with your auto-synced API Sales Order and your FBS Orders, our monitoring controls will detect them and resolve the issues within the following time frames:
| Issue Type | Detection | Resolution |
| Auto-Syncing of API Sales Order | Within 6 hrs | Within 8 hrs |
| Auto-Creation of FBS Orders | Within 6 hrs | Within 8 hrs |
* hours are based on operating hours
You’ll receive a system notification if there are error(s) to your Sales / FBS order and will also be notified when the error(s) are resolved.
Prioritized Fulfilment of System-Related Order Errors
All FBS orders that encounter system issues will
- Be tagged for immediate fulfillment priority
- Fulfill By time will be set as the same day 23:59 pm if the Sales Order paid date is 2pm or earlier, and the next day 23:59 if the Sales Order paid date is after 2pm
*days are based on operating days
Waiver of Order Fulfilment Fees
If your order is unresolved within 8 hours, we will continue to prioritize fulfilling your order and will also fully waive the fulfillment fees.
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