Symptom

You notice that orders are not appearing where you expect them — they may be missing from your sales reports, stuck in Purgatory, or you received an alert from a monitor. Alternatively, you ran a bulk order file import (CSV/Excel) and the import completed with errors, or the success count is lower than the number of rows in your file.

Luminous has two distinct pathways for order failures, and the investigation steps differ depending on which one applies to you:

  • Bulk file import failures — you manually uploaded a file via Tools → Imports and some rows did not import.
  • Channel order processing errors — orders came in from a connected integration (Shopify, ShipStation, etc.) and some could not be matched to your product catalog (Purgatory), or an order's status indicates a problem.

Why it happens

Bulk file import failures

Luminous processes each row of your import file independently. When a row fails validation — for example, a required field is blank, an unrecognised SKU is referenced, or a date is in the wrong format — that row is skipped and recorded as an error while all other rows continue. If 100 or more rows fail in one job, the import is automatically aborted to prevent runaway processing.

Channel order processing errors (Purgatory)

When an incoming order from a connected channel contains line items that Luminous cannot automatically match to a SKU in your catalog, those orders are routed to Purgatory rather than being posted. Common causes include:

  • The OMS is sending a SKU that does not exist in Luminous.
  • The OMS SKU differs from your internal Luminous SKU (e.g. a variant code vs. a master SKU).
  • A product mapping has not yet been created for the channel.
  • The item is a non-physical line (gift card, shipping fee, discount line) that hasn't been configured for automatic ignoring.

Once an order is held in Purgatory it will not be posted, and no fulfillment order will be created for it.

How to resolve

Scenario A — Bulk file import failures

  1. Navigate to Tools → Imports and open Historical Imports.
  2. Find your import. The table shows every import job with columns for Error Count, Success Count, Total Rows, and Job Status.
  3. Download the error details. Click the ⋮ action menu on the import row and choose View Error Data. Luminous downloads an Excel file containing only the failed rows, with an error message explaining what went wrong for each one.
  4. Fix the data. Review the error messages and correct the issues in your file (missing required fields, wrong formats, unrecognised SKU codes, etc.).
  5. Re-import the corrected rows. You have two options:
    • Retry Errors (recommended): In the same ⋮ menu, choose Retry Errors. Luminous automatically creates a new job containing only the failed rows using the same settings — no need to re-upload the full file.
    • Fresh upload: Fix your file locally and upload it again via Tools → Imports using the same import type.
  6. Repeat until Error Count reaches zero. Each retry attempt appears as a new row in Import History so you can track progress.
  7. Resume a stalled import. If Job Status shows failed or is stuck on processing, open the ⋮ menu and choose Resume Import. Luminous picks up from where the job left off.

Scenario B — Channel order processing errors (Purgatory)

  1. Navigate to Shipping → Purgatory.
  2. Review unmatched orders. Each order shows the incoming line items that could not be mapped to a Luminous SKU.
  3. Map each unrecognised item to the correct Luminous SKU using the mapping tool on the order row. Once the item is mapped, Luminous remembers the mapping for future orders from the same channel.
  4. On the Purgatory page, open the ⋮ menu, choose Settings, and add the pattern under Ignored Patterns.
  5. Reprocess the order. After mapping or ignoring all items, use the Auto-Map or Reprocess action to push the order into the normal posting flow.
  6. Configure Purgatory email alerts. In Purgatory settings you can add email addresses to be notified whenever unallocated orders are waiting, so you catch issues quickly.

Scenario C — Orders not appearing in sales reports (posted but missing)

If an order is posted but missing from sales reports, check whether the order is fully processed:

  1. On the Sales Orders list, confirm the order has a Posted flag. An order must be posted before fulfillment orders can be pushed and before it appears in financial reports.
  2. Verify that all line items on the order are mapped to a Luminous SKU. Any unmapped line item can prevent the order from being fully processed.
  3. If the order appears posted but is still absent from reports, contact support — this indicates a data-processing issue that requires staff investigation.

Scenario D — Orders flagged by a Monitor alert

  1. Navigate to Tools → Admin Tools → Monitors.
  2. Open the monitor that fired the alert to see which orders triggered it (e.g. orders not shipped within the threshold, or missing fulfillment orders).
  3. Drill into the flagged orders from the monitor view and take the appropriate corrective action (map SKUs, post the order, push a fulfillment order, etc.).
  4. After resolving the underlying issue, click Run Now on the monitor to confirm it clears.

When to contact support

  • The same rows keep failing after you correct and retry them, and the error messages are unclear.
  • A bulk import was automatically aborted (100 or more errors in a single job).
  • Job Status is stuck on processing and Resume Import does not clear it.
  • You need to reverse or undo rows that were successfully imported in error.
  • An order appears posted and all line items are mapped, but it still does not appear in sales reports.
  • Purgatory shows an order you cannot map because the SKU configuration appears correct but the match is not happening.

Reach support through the Help (?) icon in the top navigation bar.