Frequently Asked Questions - Export System

📋 Quick Index

• Common Issues
• Limits and Restrictions
• Permissions and Access
• Format and Content
• Performance
• Errors and Solutions

🔧 Common Issues

Why can’t I see the export button?

Possible causes:

• Your role doesn’t include permission to export orders
• You haven’t selected any order

Solution:

1. Check your role with your admin
2. Make sure you select at least one order
3. Contact support if the problem persists

Why is my export empty?

Common causes:

1. Filters too restrictive: Check the date range
2. No own orders: Customers can only export their own orders
3. Non-existent status: The selected status has no orders

How to check:

1. Check the order list with the same filters
2. If you don't see orders, adjust the filters
3. Try a wider date range

Why didn’t I get the email with the file?

Verification checklist:

• At least 15 minutes have passed
• You checked the spam/junk folder
• Your email on your profile is correct
• The process didn’t fail (check notifications)

Solutions:

1. Wait a bit longer (large exports take time)
2. Mark our emails as “Not spam”
3. Update your email under Settings → Profile
4. Try a new export with less data

📏 Limits and Restrictions

What’s the maximum export limit?

Can I export more than 90 days?

Not directly, but you have options:

1. Multiple exports

   • Export by quarter
   • Combine the files locally

2. Special request

   • Contact your admin
   • Justify the need
   • It can be done manually

Splitting example:

January-March → Export_Q1.xlsx
April-June → Export_Q2.xlsx
July-Sept → Export_Q3.xlsx
Oct-Dec → Export_Q4.xlsx

Why do some filters not appear?

Filters are shown based on your permissions:

If you need more filters:

• Request a permission upgrade
• Justify the use case
• Your admin can adjust it

🔐 Permissions and Access

Which orders can I export?

It depends on your role:

Client → Only your own orders
Seller → Only your own orders
Manager → All orders in the system
Admin → All orders in the system
Shipper → Cannot export

Why does it say “No permission to export”?

Quick check:

1. Are you a Shipper? (They don’t have export permission)
2. Are you trying to export other people’s orders? (Only Admin/Manager can)
3. Is your account active?

Solution:

• Contact your admin
• Ask them to enable order export for your role
• Verify your role is correct

Can I export orders for a specific customer?

Only if you’re an Admin or Manager:

• Use the “Created by” filter
• Search for the customer by name
• Apply the filter and export

If you’re a Client:

• No, you can only export your own orders
• Ask your admin to do it for you

📄 Format and Content

What format is used for the export?

Main format: Excel (.xlsx)

• Compatible with Excel 2007+
• Compatible with Google Sheets
• Compatible with LibreOffice Calc
• Compatible with Numbers (Mac)

Not currently available:

• CSV (coming soon)
• PDF (in development)
• JSON (via API only)

What columns does the file include?

27 columns (updated April 2026). Includes, among others:

• Internal ID and external reference (#, ORDER ID)
• Sender (name, origin city)
• Recipient (name, address, city, state, country, postal code, phone)
• Weight in KG or LB
• DECLARED VALUE (for insurance/customs — not charged)
• COD AMOUNT (money the courier collects from the recipient)
• Package description and number of packages
• SHIPPING COST (service rate)
• Service type (e.g., Express 24h)
• Dates (creation, dispatch, delivery)
• Assigned courier
• Shipment status (Preparing, In transit, Delivered, etc.)
• Payment status (Paid, Not Paid, Pending)

For full details on each column, see the Export Guide.

COD vs. Declared Value: these two columns appear separately. Declared Value is the value of the goods for insurance/customs — never charged. COD is the money the courier physically collects from the recipient upon delivery.

Can I customize the columns?

Not currently, but it’s in development:

• Next version: Column selection
• Future: Custom templates
• Future: Configurable column order

Current workaround:

1. Export everything
2. Hide columns in Excel
3. Save as a personal template

⚡ Performance

How long does the export take?

Estimated times:

Why is my export slow?

Factors that affect speed:

1. Data volume - More orders = more time
2. Complexity - Orders with many items
3. Server load - Peak hours vs. off-peak
4. Filters applied - More filters = more processing

Tips to speed it up:

• Export during low-activity hours
• Narrow the date range
• Apply specific filters
• Avoid exporting during month-end close

❌ Errors and Solutions

Error: “Date range cannot exceed 90 days”

Solution:

Start date: 01/01/2025
End date: 03/31/2025 ✅ (90 days)

Start date: 01/01/2025
End date: 06/30/2025 ❌ (180 days)

Error: “No orders found to export”

Checklist:

• Does the date range have orders?
• Does the selected status exist?
• Do you have orders on your account?
• Are the filters correct?

Error: “Export failed - Try again”

Steps to follow:

1. Wait 5 minutes
2. Try with less data
3. Check your connection
4. If it persists, contact support with:
   • Time of the attempt
   • Filters used
   • Exact message

Error: “Corrupted or damaged file”

Possible solutions:

1. Download again - The link is valid for 24h
2. Clear your browser cache
3. Use another browser
4. Check your software:
   • Updated Excel
   • Don’t use Excel Online for large files
   • Try Google Sheets

🆘 Additional Support

Need more help?

Support channels:

1. Email: [email protected]
2. Live chat: Mon-Fri 9am-6pm
3. Knowledge base: sistrack.com/docs
4. Tickets: sistrack.com/support

Information to provide:

- Your email/username
- Date and time of the issue
- Exact steps taken
- Error message (screenshot)
- Browser used
- Filters applied

📊 Advanced Use Cases

Exporting for analysis in Power BI

1. Export with all fields
2. Save in a synced folder
3. Set up automatic refresh in Power BI
4. Schedule weekly exports

Creating automatic reports

Suggested process:

1. Export the same day each month
2. Use Excel macros for formatting
3. Distribute automatically

Month-end audit

Best practice:

Day 1: Export the full previous month
Day 2: Review discrepancies
Day 3: Generate final report

🔄 Updates and Improvements

What’s coming in future versions?

v2.5 (Q1 2025)

• CSV export
• Column selection
• Scheduled export

v3.0 (Q2 2025)

• Custom templates
• PDF export
• Export API

v3.5 (Q3 2025)

• Google Drive integration
• Incremental export
• Notification webhooks

💡 Final Tips

For best results:

1. Plan your exports

   • Define what you need before exporting
   • Use filters to reduce volume

2. Organize your files

   • Name them consistently
   • Archive by period

3. Optimize the process

   • Export during off-peak hours
   • Split large exports

4. Maintain security

   • Don’t share unencrypted files
   • Delete old files

Didn’t find your question? Contact us at [email protected]

Last updated: January 2025 - v2.0