This article will cover a few scenarios where scanning the order number barcode in the Scan and Pack section does not display the intended order or does not display the order as expected.
Order Not Found
Most Common Cause: The order is not found because it was not imported. We can quickly verify whether or not the order is in GroovePacker by clicking on the Orders section at the top and then scanning the order number into the search field. After the scan you should see the order number typed into the search field. If the value that gets typed out is not the expected order number, or if nothing is typed out into the field, then it is the barcode or the scanner that is the issue. Continue reading below. If it does appear correctly in the search field but there are no results for the search then the order is not in GroovePacker. There are a few reasons this may occur and it's most often seen right after setup or settings changes, but it's usually a very quick fix. We have an article that explains the solutions in detail here.
The Order is found during a search in the Orders Section but does not display when scanned in Scan and Pack
In this case, we often find the barcode being scanned does not match the order number exactly. If the barcode being scanned was generated by GroovePacker this would have to be a GroovePacker configuration issue, bug or a scanner issue. If the scanner works fine in all other situations and the suggestions below** do not solve the issue please report this to GroovePacker support and include the order number as well as details about how the barcode is generated and printed.
If the barcode was generated by another source, like your order manager or another app it is helpful to check it closely and verify it has the correct value. To do this you can open a notepad or notes document on your computer. Put the cursor on the first line and scan the barcode in question. Next, find the corresponding order number in GroovePacker and copy the order number from GroovePacker to your clipboard. You can do this by hovering the mouse over the order number in the orders list. This will show you a pencil/edit icon to the right of the order number.
Click this icon to copy the order number to your clipboard. With the cursor on the second line of the NotePad or Notes doc, paste the order number in and compare the two character-by-character. Verify every character is the same case, check that there are no spaces before or after, and that they match completely. If they do not match you'll need to fix the source that is incorrect. Ultimately the order number being imported into GroovePacker will need to match the order number that is encoded into the barcode. Please contact GroovePacker support if you need assistance resolving this issue.
**If you have verified that the scanner is sending the correct order number, and the order number has been imported, but it is still not being found, it is possible that GroovePacker is configured to open orders using the Tracking Number, instead of the order number. The drop-down selector shown in the image below should be set to "Packing Slip" if the barcode being scanned is the order number or the ShipStation Scan-to-view.
ShipStation's Scan to View Barcode or Order Number Barcode
By default, GroovePacker is set up to search for orders based on the order number barcode or ShipStation's Scan to view barcode. They can be used interchangeably. If the shipping label is being scanned to cue the order instead you'll need to modify this setting in Settings > System > Scan and Pack settings with the "cue orders" dropdown.
Nothing Happens when Scanning
You're in the Scan and Pack section, you scan the barcode on the packing slip and nothing happens. This is usually a scanner issue (not connected, not paired, etc.) or a barcode that was printed in a way that it can not be read. Before jumping to that conclusion we can try a few quick tests. First, jump to the Orders section, verify the cursor is in the search field and try scanning the barcode again. If there is still no response open NotePad (Windows) or Notes (Mac) and try it again. If it still does not scan and "type" the barcode out we know for certain the issue is due to the scanner or barcode and not related to the process in GroovePacker. Next, try a barcode from a store bought product, one that we know works. If it scans then the issue is probably the way the barcode is printed on your packing slip is printed. (verify your printer is set to print at it's native resolution. Often this is 72 dpi for Zebra thermal printers, not 300 dpi) If the retail UPC barcode does not scan, it is a scanner related issue. You might try another USB port, re-pairing, or resetting to the manufacture defaults. Contact the manufacture or google for the PDF manual to troubleshoot further.
Order Already Scanned
You scan an order that you know is new and has never been scanned but you receive an error message from GroovePacker telling you the order has already been scanned. This means that when GroovePacker searched for the order number it found it, and the status of the order was "Scanned". You can scan the same order number while in the Orders section which will show you the previously scanned order. If it is a recent order then double packing slips may have been printed - GroovePacker prevents the same order from being shipped twice. If you are shipping the second part of a split order you'll need to add a suffix to the order number so it is not exactly the same as the original order. This is done by default by many order managers when an order is split. If the original order is 333444, the send part of the order could be 333444-1. This would allow it to be imported and scanned as a separate order and it would still be found when searching for the original order number.
Another reason you might see the "already scanned" message is if you are importing orders from multiple sources and the order number are not unique. In other words your Shopify store imports order 333444 and then later you have an order from Ebay, also using order number 333444. The Ebay order will not be imported in this case because the order number exists. To prevent this you can add a Prefix to the order numbers coming from Shopfiy so they would appear like SF-333444 and there would be no conflicts.
The order opens with no items or gets stuck loading
This is extremely rare. If you see this occur please hold control (command on mac) and click the reload button on your browser. You may also try logging out of GroovePacker and logging back in. Then try scanning the order again. If issues persist please contact GroovePacker support and provide the order number being scanned.
Logged out
If you find that you get logged out when you scan an order it is likely that your session timed out. This can happen due to long periods of inactivity, usually 2 hours. If it continues to happen more frequently please contact GroovePacker support.
Red loading line no order displayed
This may also occur if you have been logged out but it is not common. It can also happen due to an internet connection issue. If you see it occur please try logging out and logging back in. If issues persist it may be due to an issue with the order items. Please contact GroovePacker support with the order number as well as any SKUs that are common to orders where you have seen this issue.