The Exception Engine is a monitoring and alerting system in the app that automatically detects and reports issues across your order fulfillment workflow. It serves as your early warning system to flag problems the app cannot resolve automatically based on your current configuration.
For instance, if new shipping codes are introduced but not yet mapped in your system, the Exception Engine will flag them immediately. This ensures orders don’t get stuck due to incomplete configurations.
What the Exception Engine Does
Automatic Detection
The Exception Engine scans your integrations, orders, inventory, and fulfillment processes every 3 hours to detect issues such as:
Orders that cannot be routed to fulfillment
Inventory sync failures between systems
Shipping method mapping errors
Incomplete or invalid order data
Fulfillment creation failures
To access the Exception Engine: Integrations → Exception Engine.
The system continuously checks for exceptions every 3 hours. When an exception is detected:
An exception record is generated in the app.
If the exception category is enabled in your settings, an email notification is sent to the specified recipients if applicable.
The end result is that users are proactively notified about orders that require attention.
Key Advantages
Proactive Problem Management: Instead of discovering issues when customers complain, you're alerted immediately when something goes wrong
Prevents Revenue Loss: Catches stuck orders, routing failures, and inventory issues that could otherwise result in lost sales or unhappy customers.
Maintains Data Integrity: Identifies sync failures and data inconsistencies across your integrated systems.
Operational Efficiency: Centralizes all issues in one place, making it easier for your team to prioritize and resolve problems.
Exceptions Types and Categories
Category |
Exception Types |
Meaning / Functionality |
|---|---|---|
Stuck Order |
|
Orders remain in Ready for Fulfillment too long. Configurable threshold; can auto-cancel. Requires routing/configuration check. |
Sent Order Failure |
|
Failures sending orders or shipments to downstream systems due to missing data, invalid addresses, SKU mismatches, or routing gaps. |
Advisory |
|
Informational alerts. Includes approval needed, fulfillment delays, shipping early/late, restock needs, and order splits. |
Financials Error |
|
Issues with credit memos, suspected fraud, or tax mismatches. |
Validation Error |
|
Detects duplicate orders and prevents double-processing. |
Transformation Failure |
|
Data transformation/mapping errors between systems. |
Out of Stock |
|
Order cannot be fulfilled due to insufficient inventory at one or more locations. |
Fulfillment Creation Failure |
|
Failures creating or syncing fulfillments back to endpoints. Includes mismatches or unfulfillable SKUs. |
Unexpected Shipping Request |
|
Alerts when shipping requests are unexpectedly split into multiple shipments. |
Unexpected Disconnect |
|
Alerts on integration disconnections and connectivity failures. |
Inventory Sync Failure |
|
Failures during inventory synchronization due to mismatched dates or tax. |
Product Sync Failure |
|
Issues syncing product data across connected systems. |
Order Ingestion Failure |
|
Failures importing new orders into Pipe17. Supports configurable thresholds for time and source. |
Transfer Order Sync Failure |
|
Errors syncing transfer orders between facilities. |
Purchase Order Sync Failure |
|
Errors syncing purchase orders with suppliers. |
Arrival Sent Failure |
|
Failures processing or sending arrival notifications. |
Receipt Creation Failure |
|
Failures creating receipt records for inbound goods. |
Blocked |
|
Orders held pending payment or approval. |
Additional Features
Stuck Order Settings: Configure time thresholds and auto-cancel rules.
Snapshot Settings: Capture and store exception data for reporting.
Dismiss Exceptions: Manually dismiss non-actionable exceptions.
Location Exceptions: Enable facility-specific exception handling.
Enabling Exception Notifications
You can configure email alerts so your team is notified whenever exceptions are detected.
Steps to enable:
Navigate to Integrations → Exception Engine.
-
If not enabled, turn on the toggle (enabled by default).
-
Under Exception Settings:
Enable or disable specific exception categories (some are enabled by default).
Enable or disable email notifications for each category.
Add recipient email addresses under the Email Address field.
In the same page, configure settings, e.g., Stuck Orders: define how long an order can remain in Ready for Fulfillment before it is flagged as stuck.
When exceptions occur, the system checks for them on a 3-hour schedule. If any active exceptions match your enabled categories, your recipients are immediately notified by email so they can take corrective action.
Resolving Order Exceptions
There are a number of reasons why Pipe17 may not be able to route or complete fulfillment of your order. These appear as exceptions under Orders → Events → Exceptions.
Stuck Order Exception
An order is stuck when Pipe17 cannot generate a shipping request due to missing routing information.
Action: Review and update your Order Routing Rules to ensure all required conditions are met.
Out of Stock Exception
An order cannot be routed because inventory is unavailable for one or more line items.
Action: Cancel or backorder the order in your sales channel, or wait for stock to replenish and retry routing.
Sent Order Exception
Pipe17 could not send the order or shipping request to a connected system (e.g., WMS or ERP) because of missing required data (such as shipping method or address).
Action: Correct the missing data, then retry routing or sending.
Fulfillment Insertion Exception
Pipe17 failed to create or send a fulfillment to the integrated application (e.g., NetSuite, 3PL).
Action: Confirm if the order or items are already fulfilled elsewhere. If not, fix any missing values and retry.
Dismiss & Re-sync Exceptions
Once the root cause is resolved (e.g., address fixed, inventory replenished), exceptions can be dismissed or re-synced:
Steps:
Go to Events → Exceptions.
Select the relevant exception.
Click the event and Dismiss.
For one or more exceptions, choose the event(s) in the table and select Update status. You can mark them as:
Dismissed: Marks as ignored, no sync
Resolved: Marks as resolved, no sync
Dismissed & Sync Source Entity: Ignores the exception and re-syncs the source entity (e.g., order, fulfillment)
Resolved & Sync Source Entity: Marks resolved and re-syncs the source entity
Tip: Use Dismissed & Sync Source Entity after fixing root causes (inventory, mappings, address errors) to keep workflows moving without manual rework.
Exception Examples and How to Resolve Them
None of the Items Are Stocked at the New Location (Shopify-specific)
Occurs when an order is trying to fulfill an item without a valid Shopify location set.
Resolution:
Log in to Shopify and confirm the product SKU has stock available at an active location.
Once stock is assigned, return to the Order in Pipe17.
In the Order Activity section, locate the failed Outbound Fulfillment event.
Select Rerun. The order should update and the exception will clear.
Fulfillment Mismatch
Occurs when fulfillment data from your 3PL does not match the original order or shipping request (e.g., different SKUs, quantities).
Resolution:
In Pipe17, open the order and review the red Exception message.
Confirm the actual shipment details in your 3PL/WMS portal.
-
Decide whether to:
Create a new order in your selling channel (flows back into Pipe17), or
Create a new shipping request on the existing order.
Contact your 3PL support if discrepancies persist.
If recurring and unexplained, contact Pipe17 Support to rule out connector issues.
General Exception Handling
Exceptions are often caused by configuration issues (e.g., missing routing rules, invalid destinations, or custom mapping errors).
Each exception message includes details to guide you in identifying the cause.
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If the root cause is resolved but the exception remains, manually clear it:
Select the “x” on the order exception, or
Clear in bulk from the order list.
For unclear cases, contact Pipe17 Support with example order IDs for further assistance.
Exceptions that are no longer in use or already resolved are automatically handled by the Resolution Engine (Scheduled Rules). These rules are defined and maintained by Pipe17, and most are enabled by default. This ensures deprecated or unnecessary exceptions are cleared without manual intervention, keeping your workflow clean and reducing noise. For more details, see the Scheduled Exception Rules article.
Need Help?
If you need additional assistance:
Use Ask Pippen, our AI agent, located at the top of the app page.
Submit a support request with as much relevant detail as possible. Learn how to submit a request.
For urgent issues, email us directly at support@pipe17.com.
We're here to help you succeed with your operations.
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