When orders appear in the Lulu Direct dashboard, our system validates the shipping address. If the system detects an address issue, it marks the order with an Action Required status.


TABLE OF CONTENTS

Common Issues With Orders

This status most commonly appears when:

  • The shipping information is incorrect or invalid.

  • Required information is missing.


Lulu Direct marks orders as Action Required when the shipping information is incomplete, invalid, or missing.

All orders must include the following information:

  1. First and last name.

  2. A complete and valid street address, city, state/province/region, postal code, and country.

  3. A shipping phone number.

  4. A valid shipping method.

When troubleshooting an order marked Action Required, check the following:

  1. Confirm that the first and last names are present.

  2. Ensure each address field contains fewer than 30 characters, including spaces. If an address exceeds this limit, split it across the second address line and abbreviate words if necessary.

  3. Verify that the state/province/region field is correct.

  4. Confirm that the address includes both a street number and a street name.

  5. Ensure the shipping address includes a phone number.

  6. If the address is a PO box or military APO address, confirm that the customer selected Mail or Priority Mail shipping. Ground, Expedited, and Express carriers cannot deliver to these addresses.


Note: Lulu's system validates addresses using Google's address validation method. If you're unsure whether an address is valid or complete, check it using Google.


Resolving the Issue

1. Navigate to the Channel Orders page, locate the affected order, and select it to open the order details.



2. On the order details page, look for the Action Required notification and the option to update the order. Verify that the address is complete and valid using the criteria above.


In the example below, the street address is missing the street number.






Note: If any part of the address is incorrect or missing, the system will not automatically assign a shipping method to the order.



3. Click Update Shipping Address. Update the address, then click Update Shipping Address again to submit your changes.




Once you submit the corrected address, the system will validate it if no other issues prevent validation. The system may suggest a more complete or accurate version of the address. It may also suggest a correction if the required information is present but the address contains a misspelling.



Note: If your account uses Auto Order Approval or Auto Pay, this notification will not appear.



4. Select Update Address, then choose your preferred address in the next window. Click Update Address again to confirm your selection.



5. Once the address has been updated, you must select a shipping method for the order. Click Update Shipping Method.



6. Verify the shipping method selected for the order in your Shopify, WooCommerce, or Wix store. Then, select the corresponding shipping method in the next window and click Update Shipping Method.





Once the order has a valid shipping method, you can accept and pay for it to send the book into production.