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Troubleshooting: "Orders Need Attention. There are currently X orders for SKUs that do not exist in our system."

Find out why the Dashboard banner appears and how to clear it.

If you see a banner on your Acenda Dashboard about orders for SKUs that don't exist, it means an order came in with a SKU that doesn't match any product or alias in your Acenda catalog yet. Acenda holds the order so it isn't lost — you need to tell Acenda how to match it.

What you'll see: On your Dashboard: "Orders Need Attention: There are currently X orders for skus that do not exist in our system. Add missing skus or review aliases." On the order itself: "An order was placed for a sku that does not exist in our system."

Where you'll see it

The banner appears on your Dashboard whenever at least one order is waiting on a missing SKU. Click Fix Orders to open ORDERS > Orders on the All tab, filtered to orders with a Pending or Partially Routed status. Those rows are also highlighted in the list, so you can spot them without the filter.

Open one of these orders and you'll see the same warning on the order itself, listing each affected line and the exact SKU the channel sent that Acenda couldn't match.

Why it happens

This usually comes down to one of a few things:

  • A new product was listed on a sales channel but hasn't been created in Acenda yet.

  • The SKU on the sales channel doesn't exactly match the SKU in Acenda. Matching is exact, including letter case, dashes and spaces. For example, the channel might send ABC-123 while your Acenda SKU is only 123.

  • The SKU on an existing item was changed in Acenda. Acenda strongly recommends against changing the SKU on a live listing. See How to change SKU values on marketplace listings for the safe way to do it.

  • You're migrating from a previous channel partner, and some of its SKUs don't exist in Acenda yet. See How to migrate to Acenda.

How to fix it

You have two ways to resolve this, depending on whether the product already exists in Acenda.

Option 1: Create the missing product

  1. Open the affected order and copy the exact SKU shown as missing.

  2. Create a new item in Acenda using that exact SKU (matching is case-sensitive, so paste it rather than retyping it). See How to create a product in the Admin for the full steps.

  3. If you have several missing SKUs at once, it's faster to add them all with an import than one at a time. See How to import product data into Acenda.

Option 2: Add a SKU alias

If the product already exists in Acenda under a different SKU, connect the two with an alias instead of creating a duplicate item.

  1. Click CATALOG > Items in the sidebar.

  2. Find the existing item and click the eye icon on its row to open it.

  3. Click the Aliases tab, then Add new alias.

  4. Choose the sales channel the order came from in Subscription.

  5. Enter the exact SKU from the order and click Add in SKU.

For the full picture, including bulk aliasing, see How to use aliases to send a different SKU to a channel.

Troubleshooting & FAQ

  • The banner is still showing after you fixed it: Acenda automatically re-checks pending and partially routed orders placed in the last 7 days, usually within about 20 minutes and almost always within 40, so give it a little time. If the order is older than 7 days, or you don't want to wait, open the order and click Retry to force an immediate re-check.

  • It's matching on some channels but not others: An alias only applies to the one sales channel you added it for. If the same item sells on more than one channel and more than one is sending an unrecognized SKU, add a separate alias for each channel.

  • The item is a kit or bundle: Kits match the same way, on the kit's own SKU. Once Acenda matches the kit, it fills in the component items automatically, so the components don't need their own aliases.

  • You've double-checked and it still won't match: Look for a typo, an extra space, or a case difference. abc-123 and ABC-123 are treated as different SKUs.

  • Still stuck: Contact Acenda Support with the order number and the missing SKU. Please leave out customer names, emails and addresses.

Related articles

Still stuck? Contact Acenda Support and tell Acenda support the order number and the missing SKU.

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