Order problems split into two kinds: real errors (a toast with an exact message) and platform-side waits that look like errors — statuses where the next move belongs to Fawran, the captain or the warehouse, not you. This page covers both, per fulfillment model.
How to read this page
First identify the order’s fulfillment model (FBF, MARKET or FBS) — it decides which actions you even have. Then match the message or the “stuck” status below. For status meanings see the order status dictionary.
FBF orders: nothing to do (by design)
“This order is managed by the platform (FBF). You cannot change its status directly.” («هذا الطلب يُدار بواسطة المنصة (FBF). لا يمكنك تغيير حالته مباشرة.»)
- This is not an error. FBF orders are picked, packed and shipped by the Fawran warehouse — the seller has no status transitions at all.
- Nothing to do — track the status as it advances.
- Your real levers for FBF are upstream: keep FBF stock available and healthy.
Only if an FBF order sits unusually long without progress — see “Order stuck in a status” below.
MARKET order errors
“Could not mark the shipment ready for pickup” («تعذّر تعليم الشحنة جاهزة للاستلام») after pressing the readiness action.
- A transient network or server error during the update.
- The item state changed underneath you (e.g. it was just cancelled or already handed off).
- Refresh the order page and check the item’s current status first.
- If it is still awaiting readiness, retry once.
- If it keeps failing, note the order number and open a ticket.
Support ticket (Shipping & fulfillment) with the order number (e.g. ORD-284551) and a screenshot of the toast.
“No Market shipment is linked to this order yet. Please contact support.” («لا توجد شحنة ماركت مرتبطة بهذا الطلب. يرجى التواصل مع الدعم.»)
- The platform-side Market shipment record for this order was not created — a data gap you cannot repair yourself.
- Do not repeatedly retry — the link must be restored platform-side.
- Keep the goods prepared so pickup can proceed as soon as it is fixed.
Always — open a support ticket (Shipping & fulfillment) with the order number. This message explicitly asks you to.
The Market shipment panel (confirmation checkboxes + shipment barcode) may show: “Market shipment preparation and the shipment barcode will be enabled soon (awaiting Admin system activation). Prepare your products now; the "Ready for pickup" button will appear once enabled.” — that panel is awaiting platform activation, not broken. Readiness still works from the order’s prep card.
FBS dispatch errors
“An FBS shipment requires tracking information.” («تتطلّب شحنة FBS إدخال معلومات التتبّع.») — the dispatch dialog will not proceed.
- FBS dispatch always requires a tracking number and a courier name — you ship it, so the platform needs the trace.
- Book the courier first and get the tracking number.
- Enter both the tracking number and the courier (e.g. a local courier company) in the dispatch dialog.
- Confirm — the item moves to out-for-delivery.
Cancel button missing
No Cancel action (which normally confirms with «هل أنت متأكد من إلغاء الطلب #{orderNumber}؟» — “Are you sure you want to cancel order #…?”).
- FBF: cancel is never offered to sellers — the platform manages the order.
- MARKET: cancel disappears once the shipment is handed off to the captain/outbound flow, and on already-cancelled items.
- FBS: cancel is available until delivery; after DELIVERED nothing can change (returns take over from there).
- Check the item status and the fulfillment model against the causes above.
- If the window has passed, the path is no longer cancellation: for delivered items, the buyer-side return flow applies.
If you must stop a shipment already with a captain, open a support ticket immediately (Shipping & fulfillment) with the order number — do not simply refuse handover.
Pickup delays and captain no-show
The item has been marked ready, but the status stays at captain-assignment or the captain does not show up in the expected window.
- Captain assignment and routing are platform-side; peak load or coverage gaps delay pickup.
- Rarely, an assigned captain is reassigned.
- Keep the parcel packed, labelled and ready — do not unpack it.
- Watch the status chain on the order (assignment → accepted → en route → arrived).
- If a full day passes with no movement, open a support ticket rather than cancelling the order.
Support ticket (Shipping & fulfillment) with the order number, your ready-since time, and your pickup address/hours. If you will be unavailable at pickup time, say so in the ticket so the visit is rescheduled.
Order stuck in a status
Before reporting a “stuck” order, check whose move it is. These statuses are platform-side waits — normal for hours, worth a ticket only after a day or more without movement:
| Model | Statuses where the platform (not you) acts |
|---|---|
| FBF | Everything after the order is placed — warehouse prep, dispatch, delivery. |
| MARKET | Everything after you mark ready: captain assignment, pickup, warehouse receipt, prep, dispatch, delivery. |
| FBS | Nothing — every transition (approve, dispatch, deliver) is yours; if an FBS order is stuck, the pending action is on your side. |
Before you contact support
- Order number (e.g.
ORD-284551) and the item’s fulfillment model. - Current status and how long it has been there.
- The exact toast message, if there was one.
- What you already tried (refresh, retry, readiness re-check).