---
title: Order Status Could Not Be Transferred for Returned Orders on Otto
description: This article explains why a fulfillment update could not be transferred for returned orders on Otto and how to resolve the issue.
---

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# Order Status Could Not Be Transferred for Returned Orders on Otto

## This article explains why a fulfillment update could not be transferred for returned orders on Otto and how to resolve the issue.

### English:

### 1. Standard Return Process on Otto

- The return (**Refund**) is registered in **Shopify**, and inventory may be restocked.
- The return is transmitted to **Otto**, and the updated inventory is registered.
- The updated inventory is then forwarded to **Otto**.

### 2. ERP Integration in the Return Process

The ERP system can be integrated in three ways:

- It can react to the updated inventory in **Shopify**.
- Alternatively, it can react to the return registered in **Shopify**.
- The return can also be registered in the **ERP** and then transmitted to **Shopify**, triggering the standard process.

### 3. Additional Information for Fulfillment Errors

If you continue to receive messages like **"Order status could not be transferred"**, consider the following:

- **Error message: "Order is not fulfilled"** → The order has not yet been marked as shipped. Returns can only be processed for shipped orders.
- If the order has not been shipped yet, only a **cancellation** is possible, not a return.
- Ensure the order is marked as **shipped** before processing the return.

### 4. Delay in Channel Synchronization

- The channel status does not update in real-time.
- Marketplaces need some time to process and update the order status.
- Delays in data synchronization are normal and not a cause for concern.

### 5. Issue: "Tracking Number Cannot Be Empty"

- The tracking number may be missing.
- The tracking number may have been entered **shortly after** marking the order as shipped.
- In this case, the shipment will still be successfully transmitted, but the error email is triggered because the tracking number was missing during the first **Shopify order update event**.

### German:

### 1. Standard-Retourenprozess bei Otto

- Die **Retoure (Refund)** wird in **Shopify** registriert, dabei kann der Lagerbestand wieder aufgefüllt werden.
- Die Retoure wird an **Otto** übermittelt, und der aktualisierte Lagerbestand wird registriert.
- Der aktualisierte Lagerbestand wird anschließend an **Otto** weitergegeben.

### 2. ERP-Integration im Retourenprozess

Das **ERP-System** kann auf drei Arten eingebunden werden:

- Es kann auf den aktualisierten Lagerbestand in **Shopify** reagieren.
- Alternativ kann es auf die in **Shopify** registrierte Retoure reagieren.
- Die Retoure kann über das **ERP** registriert und anschließend an **Shopify** übermittelt werden, wodurch der Standardprozess greift.

### 3. Zusätzliche Informationen zu Fulfillment-Fehlermeldungen

Falls weiterhin Meldungen wie **„Ein Fulfillment-Update konnte nicht übertragen werden“** auftreten, beachte Folgendes:

- **Fehlermeldung: „Order is not fulfilled“** → Die Bestellung wurde noch nicht als versendet markiert. Eine Retoure ist nur für versendete Bestellungen möglich.
- Falls die Bestellung noch nicht versendet wurde, ist nur eine **Stornierung**, aber keine Retoure möglich.
- Prüfe, ob die Bestellung als **versendet** markiert wurde, bevor die Retoure übermittelt wird.

### 4. Verzögerung bei der Synchronisation des Channel-Status

- Der **Channel-Status** wird nicht in Echtzeit synchronisiert.
- Marktplätze benötigen Zeit zur Verarbeitung und Aktualisierung der Bestellstatus.
- Verzögerungen sind normal und kein Grund zur Sorge.

### 5. Problem: „Tracking number can not be empty“

- Es wurde keine **Sendungsnummer** eingetragen.
- Die Sendungsnummer wurde erst kurz nach dem Markieren der Bestellung als versendet eingetragen.
- In diesem Fall wird die Sendung trotzdem erfolgreich übertragen, aber die Fehlermeldung tritt auf, weil die Sendungsnummer beim ersten **Shopify Order Update Event** noch nicht vorhanden war.

- [Before you get started](https://support.hello-pine.com/migration/before-you-get-started?hsLang=en#main-content)

    - [Shopify](https://support.hello-pine.com/migration/before-you-get-started?hsLang=en#shopify)
    - [Shopware](https://support.hello-pine.com/migration/before-you-get-started?hsLang=en#shopware)
    - [WooCommerce](https://support.hello-pine.com/migration/before-you-get-started?hsLang=en#woocommerce)
    - [Otto](https://support.hello-pine.com/migration/before-you-get-started?hsLang=en#otto)
- [Set-up guides](https://support.hello-pine.com/migration/set-up-guides?hsLang=en#main-content)

    - [General Set-up](https://support.hello-pine.com/migration/set-up-guides?hsLang=en#general-set-up)
    - [Otto](https://support.hello-pine.com/migration/set-up-guides?hsLang=en#otto)
    - [Avocadostore](https://support.hello-pine.com/migration/set-up-guides?hsLang=en#avocadostore)
    - [WooCommerce](https://support.hello-pine.com/migration/set-up-guides?hsLang=en#woocommerce)
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    - [General](https://support.hello-pine.com/migration/faqs?hsLang=en#general)
    - [Shopify](https://support.hello-pine.com/migration/faqs?hsLang=en#shopify)
    - [Billing](https://support.hello-pine.com/migration/faqs?hsLang=en#billing)
    - [Avocadostore](https://support.hello-pine.com/migration/faqs?hsLang=en#avocadostore)
    - [Otto](https://support.hello-pine.com/migration/faqs?hsLang=en#otto)
- [Troubleshooting](https://support.hello-pine.com/migration/troubleshooting?hsLang=en#main-content)

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