Sometimes an order stops on its way to Bookvault and waits for you. When that happens, Beventi tells you why in one plain sentence and shows you the button that fixes it. Your reader's order isn't lost. It's waiting in Beventi until you decide what to do.
Most holds happen before anything reaches Bookvault, and the message tells you nothing was sent or nothing has been charged. If Bookvault might already have the order, the message says so. That way you always know whether it's safe to ship the books yourself.
Where to find orders that need you
Open your profile menu and choose Integrations.
On the Bookvault card, press Manage.
Open Orders and start on the Needs you tile.
Each order shows a status, a sentence explaining what happened, and only the buttons that will work for it. The order's own Shipping tab shows the same status and sentence, with a Fix this in the queue link that takes you back to Bookvault > Orders. Beventi also emails the account owner and adds a notification when an order needs you.
If the Orders page says "Bookvault is not connected. Connect it to open this page.", press Reconnect Bookvault first. See "Troubleshoot Bookvault".
Only the account owner or a team Admin can fix a held order. An Assistant can see a held order's status and reason on the order's Shipping tab, but no buttons, and can't open the Bookvault pages.
Cost to approve
What it means: Bookvault's price came back higher than your Approve costs above limit, so Beventi paused the order until you approve the new price. You'll see "Bookvault now asks more than the price you approved." or "Bookvault now asks more than it first quoted."
How to fix it:
Press Approve with the new amount, for example Approve $12.40.
Read the confirmation. It says Bookvault will print and ship the order and charge your Bookvault account that amount.
Confirm. You'll see "New price approved. Sending to Bookvault."
If the price moves again first, you'll see "The price changed again. Review the new price, then approve it." If you see Try again instead of Approve, there's no price to approve yet. Press Try again for a fresh price. If you'd rather not pay the new price, choose Ship it myself or Withdraw instead. You can change your limit any time in Bookvault > Settings.
Needs funds
What it means: Your Bookvault balance is too low to cover the order. Bookvault bills your own Bookvault account for printing. Beventi doesn't charge you for it.
How to fix it: Press Top up on Bookvault (it opens Bookvault in a new tab) and add funds. Then read the sentence on the order:
"Bookvault has this order and is holding it until your Bookvault balance covers it." It prints on its own once you've topped up. There's nothing else to do.
"Bookvault did not take this order because your Bookvault balance is too low." After you top up, come back and press Try again.
If there's no Top up on Bookvault button, add funds in your Bookvault account directly, then press Try again if the sentence asks you to.
Needs a look
What it means: Something on the order needs a change first, or Beventi couldn't finish a check. The sentence under the order tells you which.
Fix something on the order
An address Bookvault would refuse. Bookvault needs a postal code on every address, a 2-letter state or province code for the US and Canada, and a first and last name for the US. A full name like "Texas" is changed to its code for you, so only a name Beventi can't recognize stops the order. The sentence names what it couldn't use, for example "...as its 2-letter code, and "Texass" is not one." Correct the address on the order (TX here), then press Try again.
A book that's no longer linked. "An item on this order is no longer linked to a Bookvault product." Link it again on the Bookvault Products page, then press Try again. If the sentence says Bookvault may already have the order with the old product, withdraw it and send it again instead.
A book Bookvault won't print. It might be out of print, still in review, not available in that format, or not printable with your current Bookvault settings. When Bookvault gives a reason, Beventi quotes it: "Bookvault turned this order down. It said: ..." Sort it out in your Bookvault account and press Try again, or ship it yourself.
An order canceled in Bookvault. "This order was canceled in Bookvault, so it will not print." Withdraw it here if it's no longer needed.
Something changed while it was being priced. "The items, address or Bookvault settings changed while this order was being priced. Press Try again to price it again." Press Try again.
A refund in progress. "A refund is in progress on this order, so Beventi is not sending it to Bookvault." If the refund doesn't go through, press Try again.
An order that's no longer fully paid. Once it's paid in full, press Try again.
The items changed. "The items on this order changed after it was checked for Bookvault." Withdraw it, then send it again so the current items are printed.
You already shipped it. If you shipped the parcel, bought a label for it or put it in a label batch, Beventi says so and hands it back to you. Ship it as usual.
A courier the reader paid for. "The reader paid for a courier service at checkout that Bookvault cannot promise." Press Open order, buy that label and ship it yourself. If you also see Send to Bookvault anyway, you can choose to let Bookvault ship it instead.
Wait or reconnect
Bookvault couldn't be reached, or didn't give a price. Nothing was sent. Wait a few minutes and press Try again.
Beventi can't sign in to your Bookvault account. Reconnect Bookvault from Integrations, then press Try again.
Sending is paused. "Sending to Bookvault is paused on Beventi, so this order is waiting here. Beventi sends it once sending resumes." There's nothing to fix. If the order can't wait, withdraw it and ship it yourself.
Cannot deliver
What it means: Bookvault doesn't post to the reader's address. Nothing has been charged.
How to fix it: There's no Try again for this one, because Bookvault has already said it can't deliver there. Choose Ship it myself and post it as usual. If the address was simply wrong, correct it on the order. The status changes to Needs a look with "Press Try again to send it to Bookvault with the new address." Then press Try again.
Could not send
What it means: Beventi tried to send the order and couldn't finish. Sometimes the order never reached Bookvault. Sometimes Beventi can't tell whether it did, and you'll see "Beventi could not confirm whether Bookvault received this order. Check your Bookvault account before you ship it yourself, so it is not printed twice."
How to fix it: Look for the order in your Bookvault account first. The email we send about it may say that pressing Try again checks Bookvault first and will not create a second order. In that case, Try again is safe. If you'd rather ship it yourself, withdraw it first (see below).
Before you ship a held order yourself
The one thing to avoid is the same order being printed twice: once by Bookvault and once by you. Your reader would get two copies and you'd pay for both.
Ship it myself appears when Bookvault doesn't have the order yet. Beventi stops sending it, and you post it as usual.
Withdraw appears when Bookvault has the order, or might have it. You'll see "Withdrawal requested. Bookvault has been asked to cancel it." Wait until the order shows Withdrawn before you post the books.
If printing has already started, Bookvault may not be able to stop it and may still charge you. Beventi emails you to say the order could not be stopped at Bookvault, and the order warns "Bookvault may still print this one." Check or cancel it in your Bookvault account, and don't post the books yourself.
Whenever a message says to check your Bookvault account "so it is not printed twice", look there before you do anything else. For more, see "Change, withdraw or ship a Bookvault order yourself".
FAQ
Why is my Bookvault order stuck or not sending?
It's on hold in Needs you. The sentence on the order says why, and the button next to it fixes it.
Have I been charged for an order that's on hold?
Usually not. Most holds stop before Bookvault has the order, and the message says nothing was sent or nothing has been charged. A Cost to approve order isn't sent until you approve it. Beventi never charges you for printing: Bookvault bills your own Bookvault account.
I fixed the address. Why didn't the order send itself?
Beventi waits for you to press Try again, so nothing goes to Bookvault until you say so.
Why is there no Try again button?
It isn't offered for Cannot deliver, once you've asked to withdraw an order, or after an order has shipped or been withdrawn. For a courier hold you'll see Open order instead, and for a price rise you'll see Approve. The buttons you see are the ones that will work.
Why does my order still say Needs funds after I topped up?
If the sentence says Bookvault has the order, it prints on its own and the status updates when Bookvault reports back. If it says Bookvault didn't take the order, press Try again.
Can an Assistant on my team fix held orders?
No. Approving, retrying, sending and withdrawing are for the account owner and Admins only. See "What is the Admin Role?" if someone on your team needs to do this.