Troubleshooting Packing Issues

Updated on May 19, 2019

If you're experiencing some issues with the packing process or any of your packing list, you may want to have a look at the common situations listed below in case they solve your problem.

If no scenario seems to address your situation, make sure that you provide us with the relevant details when contacting us so we can assist you efficiently.

Initial Troubleshooting Steps

If the packing list is not generating properly, try the following troubleshooting steps:

Common Problems and Suggested Solutions

We've Detected a Problem With Your Connection

You may receive this error message if you are trying to process packing lists in bulk for members belonging to three clubs or more.

To ensure that you successfully process the packing lists, filter your orders by clubs by clicking on the Customer & Order Details filter and checking less than three types of memberships at the time. Your packing list should then process without any issue.

Problem when trying to pack an order

You may see this error message popping up in Troly when trying to pack an order: An unexpected error occurred while processing your job - Please click here to let us know about this issue.

Confirm that there is no packing list already generated in the document center

Check that the order has been paid for (if not, the payment has to be processed first).

The problem may be caused by a product description or tasting notes added to a product included in the order you are trying to pack:

  • Special characters may be saved in the HTML encoding of a product and therefore affects the packing process. This happens if you copy paste a piece of text from a website, from a formatted Word document, via a CSV file, etc.
  • Copy your product information (description and the tasting notes) from your product page into TextEdit (Mac) or Notepad (Windows), and then copy back from the app and into Troly.
  • If using TextEdit, before copying, open a new window and choose Format → Make Plain Text. This will definitely strip any formatting and other invisible Word document XML.
  • You may simply remove the entire piece of text in Troly and manually type it to ensure that no HTML encoding is being carried over
  • If you need to copy/paste information into your product pages in the future, make sure to Paste as plain text

Before you contact Support

In order for us to assist you efficiently or escalate your issue to our Investigations Team, we need to receive the relevant details pertaining to your issue so we can act accordingly.

When you contact us after reviewing the common problems and suggested solutions, please provide the following details (if applicable):

  • Screenshot of where the issue occurred
  • Error message as seen on your screen
  • Order number

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