How to troubleshoot if you can't find an order or shipment - for customers sending data via API
For customers who are interacting with the 7bridges software via API, the normal process is for orders and shipments to be created from calls to the 7bridges API. Here is what to do if you cannot find an order/shipment in the 7bridges software that you expect to have been created through the API:
The first step is to determine whether the request was successfully sent and received.
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Confirm API call transmission
- Check logs from the sending system for a record of the API request
- Verify the API response to ensure the request was acknowledged
- Ensure the API request follows the correct format (as per the API docs) and includes all required fields
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Review API response for errors
- Look for error codes in the response from the 7bridges API that may indicate issues such as authentication failures or missing data
- Verify that the response confirms successful processing
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Submitting a support ticket
If the API call was successfully sent and processed without errors, but the order/shipment is still missing, submit a support ticket using the form here, with the following details:
- API request timestamp
- API request payload (with sensitive data redacted)
- Response from 7bridges
- Order/shipment details (e.g., tracking number, order ID)
Proper validation of API calls before contacting support ensures faster issue resolution and prevents unnecessary troubleshooting. For further guidance, refer to the article: How to use the 7bridges API's for shipping data transfer or contact support to confirm proper API implementation.