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Knowledgebase - Click on the section titles to see more categories and articles : Troubleshooting
If you look at the invoice options (shown at the following link): http://www.1stoporders.com/1StopOrdersDefRO.html [http://www.1stoporders.com/1StopOrdersDefRO.html] and change the Page Message Height to a lower number to decrease the gap at the bottom of the page.
Introduced in version 2.0.0.28 Amazon have made some changes to the information for FBA (Fulfilled by Amazon) orders. If your orders do not import (because you are using the 'Only include orders where payment made' option in the Import dialog) you should install the new version.
There are steps required to ensure that Amazon gift messages are included in your printed invoices. You will need to make sure the macro linked to the custom value you are using for your gift message has been inserted into the HTML invoice template. To edit the HTML invoice template, you will need to go to Tools->Options and then the ‘Invoice Options’ tab. Under 'Print page configuration', there is a button called 'Change page layout'. This will bring up a dialog for you to open the file ...
When using One Stop Order Processing, you may experience an issue when using one of the features such as importing orders. It is likely to look similar to one of the following: 'Unable to run the SQL' 'The error returned by the database is:' 'ODBC Error' If you experience an issue with the software where these error messages appear or anything similar, it is likely that your database will need to be updated to the latest one. We recommend that you get in contact with our support team...
One Stop Order Processing now (from version 2.0.0.26) runs as the current user and not with Administrator rights. You can fix the problem of the file not being created in one of 2 ways. 1. Change the folder to save the file to C:OSOP. As Windows 7 and 8 does not allow non Administrative programs to store information at the top level of drive C. or 2. When you start the software if you now run it with Administrator rights (right click and select Run as administrator). This will then start...
Our software is written for PCs, however you can install it and use it on a Mac using emulation software such as VMWare or Parallels. You can find more information about PC emulation software for macs at the following links: http://www.parallels.com/uk/products/desktop/ http://www.vmware.com/products/fusion/ [http://www.vmware.com/products/fusion/] NOTE : When using emulation software on a Mac you will have to buy a licensed copy of Windows
INTRODUCED IN VERSION 2.0.0.27 If an Ebay customer enters any notes on their order, these were not imported into One Stop Order Processing. This issue has now been resolved in this version. If you are using the Professional (or Higher) version of One Stop Order Processing, this information is now imported. The information is imported into the Order's notes field. To display this information on the Invoice, Packing List or Purchase Order you should used the [%NOTES%] macro. NOTE: The "_Buyer C...
"Can't send message (533 sorry that domain is not in my list of allowed rcpthosts)" If you get this error when you try to send email, the SMTP server you have specified in your email settings may not be allowing relays. To fix this use a different SMTP server. You can usually use your ISP's email server to send but if you cannot then you could use Yahoo. Using Yahoo to send email You can send email using yahoo and use a sent by (and return email address) as your current email address. To do...
If you have set-up to send email using SMTP and get an error connecting to the SMTP server (maybe with the error 10061 reported when sending a test email) you should make sure that your firewall has been configured correctly. You should allow the product (e.g. Order Processing for Actinic and/or Automation for Actinic) access to port 25 to your smtp server across your firewall. You should use the same settings as are defined for your mail client (e.g. Outlook). If you use BT as your ISP they,...
In One Stop Order Processing, if you are using the automated shipping status update feature, you will need to make sure there is a courier defined in an order. If there is no courier defined, you may experience an issue when trying to ship the orders where you get the shipping error message 'CRemoteProcess: A courier has not been defined for Item 1234567' This error will be returned when the 'Courier to use' field is not entered in an order. If you do not always enter a courier you can set...
Scenario - Your export file does not include order adjustments. In order for your export file to include adjustments, your view needs to display them also. You can add them to your view by clicking on "Select Columns" and ensuring that the "Show Adjustments" option is checked. This will display a row in the order list for Actinic order adjustments and will, in turn, include them in your export file.
Introduced in version 2.0.0.28 If you click on the _Options_ button in the _Import_ dialog for the relevant Amazon Seller Central import and untick the _Perform Order Processing Tasks on Amazon FBA orders_. Any orders that are fulfilled by Amazon FBA will not have the tasks run. The new option is shown in the dialog below at the top of the dialog.  
To import the Wowcher orders do the following: Select the Import Orders dialog (Down arrow icon or _File->Import and Export->Import Orders_ menu option). 1 Click on the _Add_ button to create a new OSOP import type (select the _Other Shopping Carts, CSV format (OSOP Format)_ choice) 2 Select the CSV order file exported from Wowcher 3 Change the _Date Format_ (in the OSOP options) to _YYYY-MM-DD THH:MM:SS+HH:MM_ 4 Tick _Use OSOP compatible header for order import file_ 5 Copy (and Paste) t...
It is important that you backup your database on a regular basis. This means that if the database becomes corrupt or something goes wrong you can restore the previous one BACKUP YOUR DATABASE BY: * click the menu option Housekeeping -> Backup/Restore ->  Backup Now  * choose to backup either the current site or all sites * Click backup now RESTORE A PREVIOUSLY SAVED DATABASE BY: * click the menu option Housekeeping -> Backup/Restore ->  Backup Now  * Click restore from last back...
Introduced in version 2.0.0.27 If you want to display the total number of items ordered in an email you can now use the following macro: [%TOTAL_ORDER_QTY%] This shows the total of all items in all order lines for the order. For example, if someone has ordered the following: ITEM QUANTITY Brown TShrt 1 Red Gloves 3 When added to an Invoice, Packing Slip, Purchase Order, Email or tracking information this will show a value of 4. For information on the macros that can be ...
You can use the stored filter feature used in this guide only in the Professional or higher version of One Stop Order Processing. To filter to get all but some highlight colours you must do the following. 1. Select the first colour you wish to filter with. This is done by using the Order Selection menu and clicking the _Refresh_ button as seen below: 2. Click the Plus Icon next to use stored filters this is shown below. This starts the setup for storing the filter.   3. This will open th...
 INTRODUCED IN VERSION 2.0.0.28 You can now import tracking details into One Stop Order Processing. This can be useful if you want to update existing orders with tracking details. You would use a file in the format shown below: ORDER ID,COURIER,TRACKING ID 8176,UPS,1Z 845 91267 8177,UKMAIL,80540099001 NOTE: The first column is the Order number (Sales Number). You should make sure that you tick Update information in existing orders when you import this file so that the other order information...
INTRODUCED IN VERSION 2.0.0.28 When you import orders that use the Ebay Click and Collect at Argos or Ebay Global Shipping Programme these are now imported correctly. With both of these order types (Ebay Click and Collect at Argos or Ebay Global Shipping Programme) the tracking number is stored in the order notes field. The tracking number is shown in Delivery Address Line 2.  
If you have noticed that orders are not appearing in One Stop Orders, it may be that One Stop Automation (OSA) is not running. To make sure that you have the One Stop Order Processing software to run on start-up, you will need make sure that the scheduler will run as normal when you turn on your computer. This will allow OSA to import your orders. When you install the software, you will be given the option to run the software on start up of your machine. This will make sure that the softwa...
you can display the 1Stop Product Description rather than the order item description. In the invoice if you replace [%ITEM_TITLE1%] with [%PRODUCT_TITLE1%] etc.. and up to [%ITEM_TITLE20%] You can use any of the other product details defined in the OSOP products. More information on the macros that can be use are shown at the following link: http://www.1stoporders.co.uk/1StopOrdersDefRO.html
Introduced in version 2.0.0.27 There is now a separate logo macro to print your company logo onto the Invoice. To do this select the [%LOGO%] macro and the file to use.  To add a main logo, use the [%LOGO%] printing field. To add a logo to the integrated address label, use the [%LABEL_LOGO%] printing field and click on the CREATE LABEL LOGO button.   For more information use the following link: http://www.1stoporders.co.uk/1StopOrdersDefPMO.html [http://www.1stoporders.co.uk/1StopOrde...
If you reinstall your software, on a new machine for example, you will need to input your full license key from your original license email. The license key shown within your current installation is only a partial key for support purposes and will not work in a new install. If you no longer have your original license email, you will need to email us and ask for it to be resent. EMAILING US FOR A LICENSE REMINDER When you email us for a license reminder, please ensure you include the followi...
This is how you can uncombine products 1) Go to Products / Manage products to bring up your products list If you have the option ticked to delete the combined products you will first need to reinstate the product or products that you accidentally combined 2) Click on the show deleted products checkbox in the bottom right hand corner 3) Find the product that you accidentally combined - it will show with a red x on the left hand side of it - this means that it is deleted 4) Tick that produ...
INTRODUCED IN VERSION 2.0.0.27 You can now create PPIs for 24 Signed for, 48 Signed for, International, International 2nd Class and International Economy. These types have been added to the Create PPI dialog, shown below: For more information use the following link: http://www.1stoporders.co.uk/1StopOrdersDefPMO.html [http://www.1stoporders.co.uk/1StopOrdersDefPMO.html]
If you using OSOP formats to import order files (or export orders to) using the built in FTP client and there are connection problems you can use the following approach to get more details on what the issue is. This uses the build Windows FTP client. 1 Run a command shell (press Start and select Run then type cmd.exe and press return) 2 Type ftp, followed by your server name, and press return 3 Type your username for your server and press return. 4 Type in the password and press enter. Not...
When you create an email template you can choose to send a plain text email or an html email.  NOTE: YOU CAN ONLY SEND HTML EMAILS USING AN SMTP SERVER  To setup One Stop Order Processing to use the same smtp settings as your email client (e.g. Outlook) you should copy the settings from the Email Profile (in the email client) into the One Stop Order Processing settings.
If you are trying to start One Stop Order Processing and it was working correct previously you can use the following approach to repair the last site used. 1 Run a command shell. Hold the _Windows_ key and type _R_. 2 Type in CMD and press _enter_. 3 Type in CD C:OSOPMain and press _enter_ NOTE: This is where the main One Stop Order Processing program runs from. 4 Type: IL_OSOP –R and press _enter_. 5 This should start One Stop Order Processing and repair the last site u...
INTRODUCED IN VERSION 2.0.0.26 This is fixed in this version. For example, if you fill in the One Stop SKU field on the Order Type SKU on a product when orders are now imported this SKU is looked for and mapped to the SKU shown on the Main Details page. For more details on the Main Product Details and Order Type SKUs use the following link: Product Details [http://www.1stoporders.co.uk/1StopOrdersProductDetails.html]
If you reinstall your software, on a new machine for example, you will need to input your full license key from your original license email. The license key shown within your current installation is only a partial key for support purposes and will not work in a new install. If you no longer have your original license email, you will need to email us and ask for it to be resent. EMAILING US FOR A LICENSE REMINDER When you email us for a license reminder, please ensure you include the followi...
When using One Stop Order Processing with more than 1 licence, you may experience an issue where you get a notification saying that the licence is in use on PC1. If this occurs, it can be fixed by clearing the existing user information by clicking on the _Reset Logged on Users_ button. This can be found by going to Tools->Logged On Users and clicking the _Reset Logged on Users_ option. Once this has been done, you will be able to continue using the licenses as normal in One Stop Order Proces...
You can configure how email is sent. You can choose whether to use your MAPI client, for example, Microsoft Outlook, Outlook Express or Eudora, or an SMTP server. Using an SMTP server allows faster email sending and gives you the choice of sending HTML or plain text emails If you choose to use your MAPI email client you don’t need to configure any options as these are set by your email software. If you allow your MAPI client to send your emails it may not send them unless the email client is...
Scenario : You have a license for one or more feeds in the Product Mash but you are unable to trial any other feeds.   If you have purchased a feed/license from us in the past, the other feeds will have automatically continued with the "30 day trial" even after you install your purchased feed's license. After this 30 day period, the other feeds will expire and grey out and your purchased license feed will continue on normally. You will be unable to re-download a trial for other licenses as t...
You need to select the orders to format the addresses for (i.e. tick them) and click on the Format Address button.   You can also tick the format address option at the bottom of the import dialogue to automatically format adresses as orders are imported.
This can happen if you do not have the printer setup or if you are using Internet Explorer's Content Advisor. You should make sure that a printer has been setup (in the Options). By default the first printer found is used, which may not be the correct printer. You should change (or disable) the Content Advisor if this still fails to print.
1 The Entire product is installed and operates under C:OSOP (by default) on the PC. For complete backups you should use this folder. The software does provide, automated order data backup (which can be at a remote location, if specified). 2 You can save all the software settings to a file under the House Keeping->Backup->Save Settings (and can be restored using the Restore Settings menu option). The settings file can be backup up. 3 The system stores all the order information in a central Mic...
On the Invoice Options page tick the option 'Output to printer every' option and enter a value of pages to print out each time. This will print the orders in groups. If you enter a value of 100 into the box for 1000 orders, it will print orders 10 times (100 orders for each group).
INTRODUCED IN VERSION 2.0.0.28 If you are using One Stop Order Processing Professional or higher and import your Amazon SellerCentral Orders from different Amazon accounts into different One Stop Order Processing sites, orders can sometimes be imported into the wrong One Stop Order Processing sites. This will only happen if your PC is very busy (the CPU is heavily loaded). This issue has been resolved in this release. A verification process has been introduced to make sure orders are assigned ...
When you download the order information from Amazon SellerCentral you should download the New Orders and not the Unshipped orders. Make sure that you untick 'Overwrite orders with same order number' when importing. The way that you manage Amazon orders is: 1. Download the previous n days order reports. 2. Import the orders and untick overwrite orders (in the import dialog). 3. When orders have been processed, in One Stop Order Processing, select them and click on the SHIP ORDERS button. ...
If you have noticed that orders from international addresses are being formated incorrectly on the invoices. There is a setting you can change within One Stop Order Processing to use the EU address format for non UK/US addresses. This setting is called 'Use EU address format for non UK/US addresses' which can be found at the bottom of the Printing Fields tab, Tools->Options->Printing Fields. If you require addresses to be formatted that the Town and County come before the postcode, you wil...
If, when you paste your full license into the software, it still doesn't activate, there may be a conflict with existing license files. Remove all the .lic files from installation folder of the software (eg. Program Files > Mole End > Utilities > Frooglemash > V11 for V11 of Sellerdeck/Actinic changes to the filepath for match your version  and product) Re-open the software (it should warn about expired licenses) and re-activate your license from your original email.   This should then activ...
If you are using macros (to default certain values) these can get too long for certain fields. Your field macros can only be up 1023 characters long. If you macro would be more than this value you will need to split this over 2 or more fields. These values can then be added together in the required field. The example below explains how this can be used. Example, to use a different shipping code value for each country. 1. Define Custom Fixed Value field 20 as [%Country%][=]United Kingdom[FD1][...
If you are using a Chinese version of Windows 8 and are trying to import orders into One Stop Order Processing, there are certain language settings that need to be applied for this to work successfully. The reason why the import does not work is because the language originally set does not support the £ character for the currenncy therefore this would cause problems when trying to import orders. You will need to change the current language for non-unicode programs from Chinese to English T...
If you are importing directly from Ebay and you get the error: "EBAY: CAN'T CONNECT TO EBAY. IS THE SITE BLOCKED BY YOUR FIREWALL, OR ANTI VIRUS SOFTWARE?" or EBAYAUTOIMPORT: PROBLEMS REGISTERING WITH EBAY -2 or you import from Amazon Seller Central and get the error: AMAZONSC: HTTPSENDREQUEST 12031 AMAZONSC: NETWORK ERROR ACQUIRED. PLEASE, CHECK YOUR NETWORK CONNECTION. RUN FAILED. This can be for the following reasons: 1 One Stop Order Processing has been blocked by your FireWall. You ...
This is a bug in Windows (Microsoft Internet Explorer) where it runs out of local Windows resources. To get around this problem if you do the following: 1 Display the _Invoice Options_ (select _Tools->Options_ menu option and click on _Invoice Options_ tab) 2 Tick _Output to printer every_ option 3 Type in _20_ 4 Click OK This will now print invoices in smaller batches, and you won't lose any images from invoices.
Scenario - You cannot see your Actinic order adjustments in your view. In order for your view to display adjustments, you need to ensure that your view includes orderlines (product details) themselves. You can add them to your view by clicking on "Select Columns" and choosing from one of the "Order Line - General Details" fields You can choose from Product ref, Item Product Description (Product Name/Title), Item Price, Item Quantity and many more. To show the adjustments in this view, yo...
NETDESPATCH SALES ORDER SUMMARY When generating your sales order summary it can fail. This can be due to a lot of people trying to do this at the same so it results in the servers crashing To find out if you have an error and how to fix it follow the instructions below: 1.Generate your sales order summary 2.Open it and check for any errors 3. If there are any errors contact Royal Mail OBA Help and report the issue STRATEGIES TO PREVENT ERRORS: - If you have a lot of orders generate ...
You can start One Stop Order Processing using a different view or stored filter. This can be used to resolve a view problem or perform some automated tasks. To use this feature use the following approach. 1. Run a command shell (Press Windows Key and R. Type CMD and press Enter). 2. Type CD C:OSOPMain and press Enter. 3. Type the One Stop Order Processing command line and press Enter. For example, to change the view that One Stop Order Processing starts with do the following: IL_OSOP -B...
Printing can take a very long time or does not work as it previously did. The problem has been caused by a Microsoft bug in Internet Explorer. The problem does not appear in Internet Explorer 8. Some PCs have a problem printing using Windows Vista, Windows 7 and 8 either using Internet Explorer 9, 10 and 11. Microsoft have not resolved this issue at the current time. We are working on a solution to work around the problem with Internet Explorer. However, until this workaround has been develope...
INTRODUCED IN VERSION 2.0.0.27 There can be an issue with importing orders from some Actinic Dekstop / SellerDeck orders with some setups of SQL Server. This has now been resolved.
We are trialing the Amazon Seller Central Mash and after installing some new backup software (WD Anywhere Backup) I get an error message  saying "Unable to access database" when I press the "Mash Now" button. It goes into a continuous loop of error messages and the only way to stop it is through Task Manager. If I kill the backup program before starting Product Mash then it runs OK.       Most backup software allows the backing up of files without locking them, i.e. to allow other progr...
Introduced in version 2.0.0.26 Orders exported from the latest version of ekmPowershop are now imported correctly. To setup importing ekmPowershop orders use the details at the following link: http://www.1stoporders.co.uk/ekmPowershopOrders.html [http://www.1stoporders.co.uk/ekmPowershopOrders.html] To create an import type suitable for ekmPowershop select the ekmPowershop type when you click on the Add button in the Import dialog. You can get more details on this by using the following link...
If the program shuts down after the you click continue on the first dialogue box, this usually means that you have not selected a licence. This only occurs on the newest versions. To fix this you must select the tick box to the left of the valid licence you wish to use and then start the application by clicking 'Continue'. This is shown below.
If you have installed one of Mole End Software's integrated label reports and you want to restore the previous version (either Actinic's original version or a previous custom version) use the following procedure. You should not be running Actinic when doing this. 1. When you install a Mole End report it takes a copy of the previous report and puts it in a directory named MoleEndBackup under the report directory. For Actinic V8 this would be 'C:Program FilesActinic v8MoleEndBackup'. Locate this ...
If the shipping method field is not imported with your eBay orders please make sure that you are using the latest version of the software, eBay changed their import format earlier this year and this caused that field to be omitted.
When you display Amazon (Seller Central) orders they have either Standard or Expedited shipping shown. When you use the AmazonshippingConfirmation view the "Shipping method" does not show the same value. This is because when you ship Amazon orders you may want to specify a different value (e.g. Next Day/1st Class). If you do want to use the same text as Amazon uses you should do the following: 1 When in the AmazonShippingConfirmation View select the VIEW->CUSTOMIZE CURRENT VIEW menu option. ...
You can select which fields can be exported. This is so that you can display some fields (for filtering or checking orders) and not necassarily be included in the export. For example, when exporting orders to a fulfillment company you would want to see the order value (to make sure that the amount is valid and paid for) but not export this information to a 3rd party. To configure whether a field is exported do the following: 1 Select the View->Customize current view menu option. 2 Find and s...
Introduced in version 2.0.0.28 When you use Standard Plus (or higher) and you import orders directly from Ebay you may get the error "There is a problem retrieving orders (46)". This maybe because some of the orders you are importing have warnings (e.g. "OrderLineItemIDs 8345878787-9856989595 could not be found. Associated Items may have been deleted or removed."). This issue has now been resolved and orders are now imported for orders with warnings (that are not critical to orders being proc...
Check the following to make sure stock has been setup correctly for the relevant product. 1. When you import orders do you have 'Update Stock Levels' ticked? This is located on the Import Orders dialog. 2. On the product that you want stock control to be updated (by opening the product in the Product Managment dialog and going to the 'Stock' tab) is 'Use Stock Control' ticked? 3. If you are using multiple SKUs for the same product, is the correct setting used to identify the product to use...
This problem maybe because of an upgrade or for new installations. To resolve the problem if you do the following: To check this out if you do the following: 1 Close Microsoft Internet Explorer. 2 Close One Stop Order Processing. 3 Open Microsoft Internet Explorer. 4 In Microsoft Internet Explore,r Select the Page Setup (File->Page Setup menu option). 5 Make sure Enable Shrink to fit is ticked. 6 Close Microsoft Internet Explorer. 7 Open One Stop Order Processing.
With One Stop Order Processing (OSOP) the total weight is calculated from the Product information stored in OSOP. If you don't have the products already defined in OSOP you should tick 'Automatically add new Products to' in the order import dialog. This will create any products used in orders that are imported (and do not already exist). Once defined you can amend the product details to include its weight. You can also import product details (including its weight) by using the Import feature ...
INTRODUCED IN VERSION 2.0.0.29 If you use the Delivery Firstname or Delivery Lastname in a custom OSOP import file the values are defaulted from the Invoice Firstname and Invoice Lastname. This issue has been resolved in this release. The correct values are now imported from the Delivery Firstname or Delivery Lastname fields in the import file.
If you do not have a tracking number for Ebay you can enter a different valid value that can be used to access delivery information.  Ebay says the following on tracking numbers: "NOTE: Different carriers use different terms to mean 'tracking number'. They mean any number which can be used by you and your buyers to track an item." The value should be unique and can be information that can be given to you to see how the parcel was sent. If a tracking number can not be used you can enter the or...
If you are exporting an order which has more than one item in, you may find that it is exporting each item separately rather than all together as it should do. There is an option that will allow you to group these orders into one so that they contain all items as one line rather then separately. Go to View / Change Export Options, under 'Data format' you will see an option called 'Group order, order details and product', if you make sure this is ticked you are then able to export the orders ...
Sometimes depending on your printer settings a blank page is printed after each print label or at the end. If you using a CLP 521 (or similar printer) you should do the following: 1 Select the Printer Preferences for your printer. 2 Click on the Stock tab. 3 Change the Post Print Action to None.
INTRODUCED IN VERSION 2.0.0.28 On PCs with a name that is 15 letters long there may be problems editting orders. You would see a message saying that the order is being editted by someone else. This problem has been resolved in this version of the software
You can use the upgrade tool to transfer all of your settings across from a previous version of Actinic / Sellerdeck (e.g. V10) to your current one (e.g. V11). This will also transfer your password settings across. You can download this from: http://www.moleendgroup.co.uk/download/ME_UpgradeMgr.exe This can also be used to transfer settings from one computer to another.
You may receive the following message when you first run One Stop Order Processing. This occurs if the enable box next to your licence is not ticked. To fix the issue, click on the OK button and the dialog below will be shown :  Make sure that you have ticked the enable box (shown in red circle above) and then click on the CONTINUE button. This error will only be shown on older versions of the software.
If you can't see your orders this could be due to one of the following: 1 There may be a filter set that is hiding your orders in the list. You may have to change your filter settings to make the orders visible. For more details about filtering see our in-depth guide below. Read the in-depth feature guide [http://1stoporders.com/1StopOrdersDef.html] 2 You need to make sure you press the refresh button after importing orders(  ). If you have changed the filter settings this will need to ...
INTRODUCED IN VERSION 2.0.0.29 Some orders where the customer has ordered multiple items (or had 2 orders merged) and you ship these from One Stop Order Processing the orders were not being marked as shipped on Ebay. This problem has now been resolved in this release.
If you are experiencing this problem, make sure you are running the latest version of One Stop Order Processing. INTRODUCED IN VERSION 2.0.0.29 This problem has now been resolved in this version. When you enter email setup details in the Quick Setup Wizard (by selecting the File->Quick Setup Wizard menu option) or entering details into the Email Setup (from the Email tab in the Options) the details are now saved and can be viewed from either method.
You can either export all the shown fields or choose specific fields to export To include all fields simply tick 'Include all fields' in the export dialog. To include specific fields use the following approach: One Stop Order Processing allows you to specify if a field should only be shown on the screen and not exported. This allows you to filter and search on certain information but not include it when exported (e.g. the invoice amount can be displayed but not exported to BusinessPost). T...