Why Has My eCommerce Order Not Appeared in Bookvault?

When an order is placed through your connected eCommerce store, it should typically appear in Bookvault within 2 hours.

During periods of high server activity, such as when there are large queues or tasks being processed, transmission can take slightly longer.

How long should I wait for my order to appear?

Allow up to 2 hours for an order to transfer from your eCommerce store to Bookvault.

If the order still hasn't appeared in the Bookvault portal after 4 hours, this could indicate a setup issue or transmission error.

What should I do if my order hasn't appeared after 4 hours?

First, check that your store and Bookvault integration are set up correctly.

You can find troubleshooting guides for your integration in our Selling Direct Help Centre:

 Selling Direct 

If you've checked your setup and the order still hasn't appeared, contact our support team:

customers@bookvault.app

Our team can help investigate why the order hasn't transferred successfully.

What happens once an order successfully reaches Bookvault?

Once a customer's payment has been successfully processed, the order details are transmitted to Bookvault for fulfilment.

Bookvault then charges you for the applicable printing and shipping costs before the order progresses into production.

If you don't have sufficient funds in your Bookvault account or a saved payment card, the order will appear as a Draft Order instead of automatically progressing into production.

My order is showing as a Draft Order — has it transmitted?

Yes. If you can see the order in Bookvault as a Draft Order, it has successfully transmitted.

A Draft Order can occur when there aren't sufficient funds or a saved payment method available to pay the production and shipping costs.