Unknown Products
How to Access
"Products" → "Unknown Products"
Contents
1. Use Cases
Quick Links: Process Unknown Products | Search Specific SKUs | Prioritize Urgent Orders
Scenario 1: Process Unknown Products in Orders
Situation: After importing orders, the system indicates there are unknown products that need to be resolved before shipping.
How to do it:
- Go to the "Unknown Products" list
- Find the unknown product to process and click the Identifier link
- On the detail page, confirm the SKU and Product Name
- Select the correct product from the "Select Product" dropdown
- Click "Confirm Mapping"
Result: After mapping, related orders are automatically updated and can proceed with shipping.
Scenario 2: Search for Specific SKUs
Situation: A merchant reports issues with product codes in a batch of orders, and you need to find these unknown products.
How to do it:
- Go to the "Unknown Products" list
- Click the "SKU" filter
- Enter multiple SKUs (one per line)
- View the filtered results
Result: The list shows all unknown products matching the criteria for processing.
Scenario 3: Prioritize Unknown Products Affecting Most Orders
Situation: There are many unknown products, and you need to prioritize those affecting the most orders.
How to do it:
- Go to the "Unknown Products" list
- Check the "Pending Orders" column — values greater than 0 are highlighted in red; start with the largest numbers
- Click the Identifier to go to the detail page
- After confirming product information, map to the correct product
- Repeat for other high-priority unknown products
Result: By prioritizing unknown products with the largest impact, overall shipping progress is accelerated.
2. Feature Guide
When orders are imported, if the SKU or Product Name cannot be matched to any product in the system, it is marked as an unknown product. Orders containing unknown products cannot be shipped until they are mapped to the correct products, allowing picking and shipping to proceed.
Quick Jump: List Columns | Operations
2.1 List Columns
| Column | Description |
|---|---|
| Identifier | Composed of SKU and name, click to view details and perform mapping |
| Merchant | The merchant this unknown product belongs to |
| SKU | The SKU from the original order |
| Product Name | The product name from the original order |
| Platform | The e-commerce platform the order came from (if any) |
| EC Account | The e-commerce account the order came from (if any) |
| Pending Orders | Number of unshipped orders containing this unknown product; higher numbers need priority |
| Total Quantity | Total quantity of this unknown product across all orders |
| Created At | When the unknown product was first detected |
Filters
| Filter | Description |
|---|---|
| SKU | Enter SKU to filter, supports multiple entries (one per line) |
| Product Name | Enter name to filter, supports multiple entries |
2.2 Operations
▸ View Unknown Product Details
- Find the target unknown product in the list
- Click the Identifier link
- View detailed information and Affected Orders
▸ Map Unknown Product to Correct Product
- Click the Identifier to go to the detail page
- Confirm the unknown product's SKU and Product Name
- Search and select the correct product in the "Select Product" dropdown
- Click "Confirm Mapping"
- System shows a confirmation message indicating how many orders will be affected
- If the order came from an e-commerce platform that supports it, the system also asks "Also push the new SKU back to the e-commerce platform?" — choosing "Yes" changes the SKU on the platform to your internal SKU, so future orders for the same product no longer become unknown products
- Confirm to complete the mapping
▸ Use Multiple Value Filter
- Click the "SKU" or "Product Name" filter
- Enter multiple values in the input box (one per line)
- Click confirm to apply the filter
3. FAQ
3.1 FAQ
▪ How are unknown products created?
Unknown products typically occur when:
- Imported orders have SKUs or product names that cannot be matched to products in the system
- Orders synced from third-party platforms contain products not yet created
- Product SKU input errors or format inconsistencies
▪ What happens after mapping an unknown product?
After mapping is complete:
- Related orders' product details are automatically updated to the correct product
- Orders can continue with subsequent processing (picking, shipping, etc.)
- The unknown product is removed from the list
- The system records this mapping operation in the order history
▪ What does "Pending Orders" mean?
It indicates how many orders contain this unknown product and have not yet been shipped. These orders cannot proceed with picking and shipping until the unknown product is resolved.
It's recommended to prioritize unknown products with higher numbers to avoid shipping delays.
▪ Can I batch process unknown products?
Currently, each unknown product needs to be processed individually. Recommendations:
- Start with items whose "Pending Orders" number is large and highlighted in red
- Prioritize items affecting the most orders
- If multiple unknown products map to the same product, they need to be processed separately
▪ What is "pushing the SKU back to the e-commerce platform"?
When the order came from a supported e-commerce platform, the system asks after mapping whether to change the product's SKU on the platform to your internal SKU. Choosing "Yes" prevents future orders for the same product from becoming unknown products again; choosing "No" only updates this mapping without touching platform data.
▪ Can I revert after mapping incorrectly?
Mapping cannot be directly reverted after completion. If mapped incorrectly:
- Go to "Order List" and find the affected orders
- Edit the order to correct the product details
It's recommended to carefully verify product information before mapping.
▪ Why can't I find the product to map to?
Possible reasons:
- Product hasn't been created yet—go to "Product List" to create it first
- Product belongs to a different merchant—only products from the same merchant are shown
- Product is disabled—disabled products don't appear in the selection list
3.2 Notes
⚠️ About Unknown Product Processing
- Unknown products block orders from picking and shipping—check and process daily
- Verify product information carefully before mapping to avoid shipping errors
- After mapping, related orders automatically update product information
⚠️ About Product Mapping
- Can only map to products under the same merchant
- Disabled products don't appear in the selection list
- Mapping operations are recorded in order history
4. Related Features
| Feature | Description | Link |
|---|---|---|
| Product List | View and manage product master data | Go |
| New Product | Create a new product | Go |
| Order List | View order status and processing progress | Go |