---
title: "Frequently Asked Questions - Export System"
description: "Possible causes: Your role doesn't include permission to export orders, You haven't selected any order"
url: https://sistrack.com/en/docs/export/faq/
category: export
section: docs
updated: 2026-07-29
---


*Markdown version for agents. This page on the web: https://sistrack.com/en/docs/export/faq/*


# Frequently Asked Questions - Export System


## 📋 Quick Index
- [Common Issues](#-common-issues)
- [Limits and Restrictions](#-limits-and-restrictions)
- [Permissions and Access](#-permissions-and-access)
- [Format and Content](#-format-and-content)
- [Performance](#-performance)
- [Errors and Solutions](#-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?

| Type | Limit | Reason |
|------|--------|-------|
| **Date range** | 90 days | Performance and stability |
| **Records per file** | 50,000 orders | Manageable file size |
| **File size** | 50 MB | Email compatibility |
| **Simultaneous exports** | 3 per user | Server resources |
| **Frequency** | 10 per hour | Abuse prevention |

---

### 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:**

| Role | Available Filters |
|-----|-------------------|
| **Client** | Dates, Status |
| **Seller** | Dates, Status |
| **Manager** | All filters |
| **Admin** | All filters |

**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](/en/docs/export/guia-usuario/).

> **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:**

| Number of Orders | Direct Export | Bulk Export |
|-------------------|-------------------|-------------------|
| < 100 | Instant | 30 seconds |
| 100 - 1,000 | 2-5 seconds | 1-2 minutes |
| 1,000 - 5,000 | Not recommended | 2-5 minutes |
| 5,000 - 10,000 | Not available | 5-10 minutes |
| > 10,000 | Not available | 10-20 minutes |

---

### 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**: soporte@sistrack.com
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 soporte@sistrack.com*

*Last updated: January 2025 - v2.0*