This guide covers common issues you may encounter when using Starshipit WMS, along with checks and next steps you can take before contacting support. It is organised by area (setup, integration, inbound, outbound, etc.) so you can quickly jump to the relevant section.
1. Setup & access issues
1.1 Can’t access Starshipit WMS (login or URL issues)
Symptom: You can’t reach https://wms.starshipit.com or can’t log in.
Checks:
- Confirm the Starshipit WMS integration is enabled in your Starshipit account under Settings > Integrations > Add a new integration > Starshipit WMS.
- Check that you are using the correct Starshipit account (right environment / child account).
- If using SSO or shared links, confirm you are logged into the correct Starshipit profile first.
- Check browser extensions, VPN or firewall rules that might block the WMS URL.
Next steps: If the integration is enabled and you still cannot access WMS, capture a screenshot of the error and contact support.
1.2 WMS integration not showing in Starshipit
Symptom: You cannot see the Starshipit WMS integration in the integrations list.
Checks:
- Confirm your Starshipit account has permissions to manage integrations.
- Check whether you are in a child account vs the parent account – the integration may be managed centrally.
Next steps: Contact your internal admin or Starshipit support to confirm whether WMS is enabled for your account.
1.3 Unsure if pricing applies (early adopter)
Symptom: You are not sure which WMS plan you are on, or what it costs.
Info: Early adopters of Starshipit WMS are charged $200/month (NZD or as agreed with your account manager). If you’re unsure:
- Check your billing/plan page in Starshipit.
- Speak to your Starshipit account manager.
2. Integration with Starshipit
2.1 Orders not appearing in WMS
Symptom: You see orders in Starshipit but not in WMS.
Checks:
- Confirm Enable Sending Order Events [‘Order Created’, ‘Order Shipped’] to the Starshipit WMS is ticked in the WMS integration settings.
- Check whether the orders are in the same Starshipit account/child that is connected to this WMS instance.
- Look at the process logs in WMS to see if any errors are recorded for incoming orders. The dashboard shows actionable warnings for issues like missing SKUs during order import, with options to retry the import, create missing SKUs, or dismiss the warning.
Next steps: If specific orders are missing, note their order numbers and contact support so logs can be checked.
2.2 Wrong WMS account receiving orders
Symptom: Orders from one child account appear in another WMS instance.
Checks:
- Review your WMS integration settings for:
- WMS Override – if enabled, multiple Starshipit accounts may be pointing to one WMS.
- Confirm this is intentional (e.g. shared inventory across B2B/B2C child accounts).
Next steps: If it is not intentional, adjust the override setting or contact support for help restructuring the mapping.
2.3 Shipments not updating in WMS
Symptom: You ship orders in Starshipit, but WMS still shows them as pending/released.
Checks:
- Confirm the order_shipped webhook is enabled and pointing to WMS in your integration config.
- Check WMS process logs for order_shipped events and any error messages.
- Confirm the order numbers match exactly between Starshipit and WMS.
Next steps: If the webhook is enabled but events fail, send example order numbers and timestamps to support.
3. Products & inventory issues
3.1 Products missing or not syncing from Starshipit
Symptom: Some SKUs exist in Starshipit but not in WMS.
Checks:
- Confirm you have run the initial sync products step from Starshipit to WMS.
- Check that the product exists in Starshipit with a valid SKU.
- Check whether the product is a bundle or variant that may be handled differently.
Next steps: Try a manual re-sync (if available) or export/import. For persistent gaps, share SKU examples with support.
3.2 Bundle behaviour not matching expectations
Symptom: Bundle stock or allocation behaves differently to what you expect.
Checks:
- Confirm the bundle type:
- Exploding bundle – WMS allocates and picks the components, not the bundle SKU.
- Require stock – WMS expects its own inventory for the bundle SKU and uses kitting jobs if needed.
- Check whether you have enough component stock vs finished bundle stock.
Next steps: Adjust bundle type or component quantities as needed and re-check allocation on a test order.
3.3 Tracking type problems (Batch/Serial vs Standard)
Symptom: WMS is asking for batch/serial information when it shouldn’t, or not asking when it should.
Checks:
- Open the product in WMS and confirm its Tracking Type:
- Standard – quantity only.
- Batch – batch/lot required.
- Serial – unique serial required per unit.
- Ensure the tracking type matches how you handle the physical stock.
Next steps: If you change tracking, plan a clean-up to ensure existing stock records are adjusted correctly (especially for serialised items).
3.4 Available stock looks wrong
Symptom: Available quantity doesn’t match what you think you have.
Checklist:
- Remember that:
- Available = On hand – Committed (and any other holds).
- Committed includes all current order demand.
- Allocated is stock reserved for active pick jobs.
- Check:
- Are there many Pending or Released orders for that SKU?
- Are there open POs that show in Incoming but not yet received?
- Are there stocktakes or adjustments pending or recently applied?
Next steps: Use the movement log to trace recent activity and perform a targeted stocktake if needed.
4. Locations & warehouse layout issues
4.1 Can’t allocate or store stock in a location
Symptom: WMS refuses to use a location for certain items.
Checks:
- Open the location in WMS and check:
- Location type (Pick Face, Bulk, Staging, Packing Bench, etc.).
- Allowed products – there may be restrictions.
- Capacity – you may be over max levels.
Next steps: Adjust allowed products/capacity or review whether that location should be used for that SKU.
4.2 Replenishment not triggering from bulk to pick face
Symptom: Orders fail to release because pick face stock is low, even though bulk stock exists.
Checks:
- Ensure your pick face locations are correctly marked and assigned to the product.
- Check that min/max levels are set if you want automatic replenishment jobs.
- Review the failed order release – a Replenishment job may have been created but not actioned.
Next steps: Complete the replenishment job from bulk to pick face and re-release the order.
5. Inbound (POs, receiving & putaway) issues
5.1 PO stuck in CREATED or PARTIALLY_RECEIVED
Symptom: A PO never reaches RECEIVED even though stock is in the building.
Checks:
- Open the PO and compare ordered vs received quantities per line.
- Check if goods were received direct to location or via Staging.
- Look for any putaway jobs still open for that PO.
Next steps: Receive remaining lines or adjust the PO/receipt if quantities changed vs the supplier invoice. You can also mark individual PO lines as missing to record that expected stock did not arrive, or use the action button to mark the PO as fully received even if not all lines were received, which closes the PO.
5.2 Received stock not visible in inventory dashboard
Symptom: You have completed receiving, but stock doesn’t appear as on hand.
Checks:
- Confirm the receiving was submitted, not left in draft.
- Check the destination location – it might be sitting in a Staging location.
- Check stock movements to see where the quantity was recorded.
Next steps: If the stock is in Staging, complete the related putaway job to move it into normal storage.
5.3 Errors entering serials/batches during receiving
Symptom: WMS warns about serial or batch entries (e.g. quantity vs number of serials).
Checks:
- For Serial-tracked items:
- You must enter one serial number per unit.
- Quantity and number of serials must match exactly.
- For Batch-tracked items:
- Ensure batch codes are correctly typed or scanned.
- Add expiry dates where required by your processes.
Next steps: Correct the entries or break the receipt into multiple lines by batch/serial if needed.
6. Outbound (orders, allocation, picking & packing) issues
6.1 Orders won’t release to picking (allocation failed)
Symptom: An order stays in PENDING or throws an error when you try to release it.
Checks:
- Check the product’s Available quantity – it may be negative or too low.
- Ensure the product is allowed in your pick locations.
- Look for any Replenishment jobs that need to be completed.
Next steps: Perform replenishment, receive more stock, or adjust the order. Then try releasing again.
6.2 Pick jobs not appearing or stuck
Symptom: You release orders but no pick jobs show in the Picking dashboard.
Checks:
- Confirm orders are in Released status, not still Pending.
- Check filters on the Picking dashboard (e.g. warehouse, status).
- Check process logs for any errors creating pick jobs.
Next steps: If specific orders fail consistently, send examples to support for further investigation.
6.3 Pack Now / Batch Pack Now conflict errors (JOB_CONFLICT)
Symptom: You see a JOB_CONFLICT or similar when orders in a batch are cancelled or changed.
Checks:
- Determine which order(s) in the batch were changed or cancelled in Starshipit.
- Check whether the batch pick/pack job is already completed or still in progress.
Next steps:
- Manually remove or adjust the affected order’s allocations.
- Complete or cancel the batch job as appropriate.
- Recreate a clean job for remaining orders if needed.
6.4 Packed orders not shipping
Symptom: An order is fully packed in WMS but doesn’t show as shipped in Starshipit.
Checks:
- Confirm you have triggered the shipment (Print label / Ship order) either:
- From WMS (calling Starshipit), or
- Directly from Starshipit.
- Check for any API errors when creating the shipment in Starshipit.
- Check for order_shipped webhook events in WMS logs.
Next steps: Re-try label creation in Starshipit; if problems persist, capture error messages and contact support.
6.5 Label print fails with a validation error
Symptom: Printing or reprinting a label from WMS fails with an error message.
Checks:
- Label print errors caused by validation issues in Starshipit (for example, missing address data or an invalid shipping service) are presented as fixable issues with a clear message, rather than as a generic server error.
- Read the error message to understand what needs to be corrected in the order (e.g. missing suburb, invalid postcode, unsupported service).
Next steps: Fix the identified issue in the order (typically in Starshipit) and retry the print.
7. Stock discrepancies & stock integrity
7.1 Frequent negative stock or short picks
Symptom: You often see negative Available quantities or pickers cannot find items.
Checks:
- Review stock movement logs for the affected SKUs.
- Check whether manual adjustments are being made often (and by whom).
- Review stocktake history and variance reasons.
- Consider whether returns or damaged stock are being handled in separate locations.
Next steps: Run a targeted cycle count on problem SKUs/locations and tighten processes around adjustments and returns handling.
7.2 Stocktake results are very different from expected
Symptom: Large variances during a stocktake.
Checks:
- Confirm operations were paused or controlled during the count for those locations.
- Check whether the scope of the stocktake was correct (products/locations included).
- Review historical movements in the period since the last count.
Next steps: If needed, recount high-variance items before posting the stocktake. Once posted, use the variance report to identify patterns and root causes.
8. Performance & usability tips
8.1 Screens loading slowly
Checklist:
- Try applying filters (by SKU, location, status) rather than loading all records at once.
- Check your local network and browser (try a different browser or machine).
- Close unused browser tabs or heavy applications while working in WMS.
8.2 Hard to find the right orders or stock
Tips:
- Use search and filtering on dashboards (by order number, SKU, location, status, tags).
- Save common views or filters (for example, “Backordered items” or “Orders due today”).
- Use the Location view in the Inventory dashboard for location-focused checks.
- Filter selections, active tabs and page sizes are persisted in your browser session, so navigating away and returning restores your previous view.
8.3 Customising table columns
The following dashboards support resizable and customisable columns. You can drag column borders to adjust widths to your preferred layout:
- Starshipit Orders
- Inventory Dashboard
- Products Dashboard
- Allocations Dashboard
- Picking Dashboard
- Replenishment Dashboard
- Stock Movements Log
- Stock Adjustments
- Pack Screen Items Table
Column preferences may be persisted in your browser session.
8.4 Customising the sidebar navigation
You can show or hide sidebar navigation items through the Nav Customisation dialog. Each user can tailor the sidebar to display only the sections relevant to their role. A "Reset to Default" button restores the original layout.
8.5 Mobile companion apps
Starshipit WMS has companion apps for mobile devices:
- iOS — Download via the iOS download button in the app.
- Android — Find links and information in the Apps section under Settings.
Mobile devices are automatically detected and redirected to a mobile-optimised experience.
8.6 In-app chat support
An Intercom chat widget is integrated into the WMS. You can access in-app chat support directly from the application without needing to navigate to an external support portal.
9. Quick FAQ
Do I have to move everything to WMS outbound straight away?
No. You can start with inbound and inventory only and keep using your existing Starshipit workflows for outbound. WMS can still track stock movements when orders ship via Starshipit.
What’s the best way to correct a one-off inventory mistake?
Use a Stock Adjustment in WMS with a clear reason code (e.g. Found, Lost, Damaged). For larger or systematic issues, run a targeted stocktake instead.
How do I check what happened to a specific SKU or order?
Use:
- Stock movement logs – to see receipts, picks, shipments, adjustments and stocktakes.
- Process logs – to see order events (imported, released, picked, packed, shipped, cancelled).
Can I use WMS just as an inventory viewer?
Yes. Even in a minimal setup, WMS gives you visibility on on-hand, committed, incoming and allocated stock, plus movement history, while Starshipit drives the shipping workflow.
When should I contact support?
Contact support when:
- Orders or shipments are consistently failing to sync between Starshipit and WMS.
- You see repeated system errors (e.g. JOB_CONFLICT) that you can’t resolve with the steps above.
- Inventory discrepancies persist even after stocktakes and process checks.
You can reach support via the Intercom chat widget built into the WMS, or through the Starshipit support portal. Include example order numbers, SKUs, timestamps and screenshots where possible — this speeds up investigation.
10. Settings reference
The following settings are available in the WMS under Settings:
| Setting | Location | Description |
|---|---|---|
| Operation mode toggle | Settings (Admin only) | Restricted to admin users only. Controls the WMS operation mode. |
| Reverse stock on cancel/delete | Settings | Controls whether stock movements are reversed when orders are cancelled or deleted. Defaults to enabled. |
| Picking settings | Settings | Toggles for barcode scanning requirements and pick confirmation modes. Enforced on both pick and pack screens. |
| Shopify inventory sync | Settings > Integrations | Enables two-way inventory sync with Shopify. See the Shopify Integration section in the Working alongside Starshipit guide. |
| Apps | Settings | Links to iOS and Android companion apps. |
| Checkout rates | Settings (Landed Costs mode) | Configuration for managing shipping checkout rates and a live rate preview simulator. |
| Landed Costs / Zonos | Settings | Shows Zonos application status and toggle for enabling/disabling landed cost calculations. |