Common Order & Fulfilment Issues

Print files not showing on order

Symptom: Order is placed but the production team can't see the print file.

Cause: The design was saved without a print-ready file, or the product was added without going through Studio.

Fix:

1. Go to Studio and open the design associated with the order
2. Re-save the design — this re-generates the print file attachment
3. The order should now show the print file in production view

Mockup not showing on order

Symptom: Order shows but no mockup image is visible.

Cause: Mockup generation can take 30–60 seconds after a design is saved.

Fix: Wait 1–2 minutes and refresh the order page. If the mockup still doesn't appear after 5 minutes, re-save the design in Studio.

Order stuck in "Order Placed"

Symptom: Order status hasn't progressed beyond "Order Placed" after 24 hours.

Cause: Usually a payment confirmation delay or a missing print file preventing production from starting.

Fix:

1. Check that the payment was confirmed (visible in order detail)
2. Verify the print file is attached (see above)
3. Contact Halftone support with the order reference number if the issue persists

Shopify order not syncing

Symptom: An order was placed in your Shopify store but doesn't appear in Halftone.

Cause: Webhook delay, or the product SKU in Shopify doesn't match the Halftone SKU.

Fix:

1. Check the Shopify tab in your dashboard for sync errors
2. Verify that the SKU on the Shopify product matches exactly (case-sensitive)
3. Re-trigger the webhook from Shopify if needed

Wrong size or colour on order

Symptom: Order shows the wrong variant.

Cause: Variant mismatch between storefront and product configuration.

Fix: Contact support immediately with the order reference. Size/colour corrections must be made before the item enters production.

Customer says they didn't receive their order

1. Check the tracking number in the order detail — click to open the courier tracking page
2. If tracking shows delivered, contact the courier with the tracking reference
3. If tracking is stuck, contact Halftone support with the order reference number