I have a "This order cannot be processed" notification.

Table of contents

• Overview
• Checklist of possible issues
• The takeaway

Overview

On very rare occasions, an order can get stuck between the customer making a purchase and the order reaching the lab. These are called broken orders. They appear in your Manual Revision tab, highlighted in red, with the status Order halted.

There are multiple reasons why this can happen. Below is a checklist of the most common causes and their solutions.

Checklist of possible issues

1. A product is missing.
   A product (e.g., from own production) was deleted from the system after it was ordered. The order cannot be reproduced.
   Solution: Cancel the order and contact the customer to create a new order. If the order was already paid for, contact our Customer Care team.
2. Photos are missing.
   A photo was deleted from the photo job after a customer placed their order. The order cannot be reproduced.
   Solution: Cancel the order and contact the customer to create a new order. If the order was already paid for, contact our Customer Care team.
3. A package is missing.
   The ordered product package was deleted from the system after the order was created. The order cannot be reproduced.
   Solution: Cancel the order and contact the customer to create a new order. If the order was already paid for, contact our Customer Care team.
4. Photo has an invalid size.
   If an image is replaced in Manual Revision with one that has a different aspect ratio, and the cropping frame extends beyond the new photo, the order will get stuck.
   Solution: Contact our Customer Care team, who may be able to correct the order on their end.
5. You have reached your credit limit.
   The production cost of the order is higher than your balance or credit limit.
   Solution: Contact our Customer Care team to adjust your settings.
6. Product package could not be produced.
   A product package transfer was unsuccessful. The order cannot be reproduced.
   Solution: Cancel the order and contact the customer to create a new order. If the order was already paid for, contact our Customer Care team.
7. An order with a PNG has been placed.
   If a customer orders using a PNG image, but the Background feature is not activated in the Price Profile, the order is sent to Manual Revision.
   Solution: Replace the PNG image with a JPEG image.

The takeaway

Broken or halted orders happen when products, photos, or packages are missing, or when settings (like file type or credit limits) prevent processing. Always check the Manual Revision tab for details, apply the matching solution from the checklist, and contact our Customer Care team for support when needed.