70 Order Error Handling

Orders in an Error status, with a batch number associated, can now be deleted, edited for corrections, and resubmitted for processing through Modern View Order Summary. All order types allow editing if in an error batch.

Note:

Edit and delete actions are performed immediately upon confirming. Only when Unlock Order is clicked will the order be re-validated to remove individual errors.

A user must have ALLOW authority to the Allow Edit or Delete of Error Orders in Modern View (J11) secured feature, otherwise orders in an error batch are display-only.

A complete list of errors associated to the order can be viewed by clicking Error Details on the Order Summary tab. Each error type will identify a source for the specific level of error: Order, Ship-To Number or Ship-To Number and Line Number.

Errored orders can be reviewed and interactively worked through to fix the errors one by one.

• The single order can then be resubmitted or unlocked to re-validate for errors and if none, continue the order process and move to an Open status or refresh the error list.

  • The Edit/Accept Order Error Batch process in Classic View will also perform the edits.

• Multiple fields were enhanced to allow edits to be made within error orders. For example, error orders that have an Order Type which is invalid (not defined in WOTY) can be corrected by selecting a valid type from the Origin drop-down list.

• During unlock or resubmit, Order Administration will remove all applied promotions from the order and perform a reprice evaluation.

  • When ORPE is enabled (Use ORPE Promotion Engine (M77)) =Y, repricing logic will update pricing and only send orders with the already_eval_by_promo_engine=N to be re-evaluated by ORPE.

  • When ORPE is not enabled (Use ORPE Promotion Engine (M77) ) =N, repricing logic will update pricing and re-evaluate Order Administration promotions/discounting.

• An entire order, individual ship-to (when more than one exists), or individual item line can be deleted and re-keyed to correct an error.

• Data either missing or invalid in Order Administration but set from an external system is visible within the Order screens but must be changed to a valid selection to correct the error.

Store Pickup Orders

The following solutions are available to correct Store Pickup errors that are in error at the header level and in a batch:

• Delivery type valid but Store code missing: Such orders need to be deleted and re-entered

• Delivery type valid but Store code invalid: Applies to both Store Pickup and Ship for Pickup orders. Add that store in OMS and OOCS and the item should be made available for that Store in OOCS. Then the order can be reprocessed and the error would be resolved.

• Delivery type invalid or missing: Such orders need to be deleted and re-entered.

Shipping Address Error Considerations

When correcting orders with shipping address errors, the type of ship-to address assigned during initial creation of the order will determine where to correct the data.

• When the ship to type is Address Book or Recipient Ship To, the ship-to type will be converted to a one-time ship to during the submit process. Errors may continue to persist and will need to be corrected on the Recipient Customer record or in the Customer Address Book record directly. Once corrected, the order in error can be resubmitted and re-evaluated.

  •  If passing a ship-to address in the order API that is a customer ship-to (ship-to type 2) and the address errors, to correct the error, go into Work with Customer, find the customer, update the address and then go back into the errored order, select the Error Details link and click Resubmit Order.

  • If passing a ship-to address in the order API that is an address book type (ship-to type 3) and the address errors, to correct the error, the retailer should go into Work with Customer, find the address book / permanent ship-to address for the customer, update the address and then go back into the errored order, select the Error Details link and click Resubmit Order.

Note:

The use of a different sold-to customer as a recipient (ship-to) on an order, also known as a recipient customer sold-to, has been deprecated and should be discontinued for new order creation options, including Modern View Order Entry and web services.

• When the Ship-to is the same as the Primary Address (Sold To), the address error can be corrected by editing either the Ship-To or the Sold To within Modern View. Select the edit icon, make the change to correct the address issue, and then unlock the order once complete.

• When the Ship-to is a One Time Ship To (order level), address errors can be corrected by editing the Ship-To within Modern View. Select the edit icon, make the change to correct the address issue, and then unlock the order once complete. The order will have been updated to an Open status.

Express Bill

If you get the error message (No Order I/T Line for Item) whilst performing an express bill regarding a missing warehouse or location, to resolve the error you would need to delete the line in error and re-enter it.

If you get this error whilst performing a return, the only way to fix the error is to delete the order and enter a new order.  If you want to adjust inventory, you must perform a separate inventory transaction using WITI.

Order Creation Errors

For a list of errors that can occur when you create orders through order entry in Modern View or from the generic order interface, see Order Creation Errors in the Technical Guide

Order Errors Window

This window shows the details for Orders in an Error status, with a batch number associated. It is opened by clicking the Error Details link in the Order Status tile of the Order Summary tab. It lists all the errors for that order that are preventing the order from being processed. The errors are grouped and sorted by error type. The errors can be worked through one by one and the order resubmitted, or the order can be deleted.  

Error Description: Description of error.

Error Type: The specific level of the error:

• Order

• Ship-To <Number>

• Ship-To <Number> - Line <Number>

Delete Order : After confirmation, deletes the error order and all its dependent data. A snackbar message is displayed when an order is successful in its deletion (or if the order is unable to be deleted).

Deleting an order with a Set item will delete all the component items on the order as well, regardless of the access to the Manage Set Component ( J01) secured feature.

When deleting an error order, it also deletes all customer membership records for any membership items on the order.

Note:

If you delete an order, it will return you to the search results and the order you deleted will remain listed on the screen. You must Refresh the page to see the order removed. 

After successful deletion of an order, upon clicking the order number link in the order search results, a message indicates the order is no longer found.

Resubmit Order: Upon selecting Resubmit Order, with the order in a batch with a header status in error and not locked, the order is locked and the edit batch process is run for that specific order. The order status is updated based on the outcome of the edit batch process. After the edits/updates,

• If no errors remain on the order, the Order Errors window closes immediately and displays the Order Summary screen. The order is moved into Open (or held or in a different status such as Express Bill or Closed after billing for a Return order) status and will be unlocked. A successful snackbar notification message is displayed.

• If existing errors remain or new errors are introduced, the Order Errors window remains open. The list of errors is refreshed and shows the latest errors for that order. Unlock the Order and it should remain in Error status in the error batch. A successful snackbar notification message is displayed.

If order is not eligible to be resubmitted, the order is refreshed and you are returned to the Order summary page showing the current order status. A snackbar message indicates the order could not be resubmitted and to confirm status and try again.

Error Orders

Overview: The Error Orders screen suite allows you to review, delete, resubmit, and edit an order in error that is associated to a batch number. Orders can be resubmitted either individually or through a bulk action.

You cannot correct orders with errors on this screen. You must open each individual order to correct the error. If it is a setup issue, you must correct the issue and then come back to this screen and resubmit the orders either individually or through a bulk action. When an order passes the order edit, the system removes the batch number from the order, updates its status to open, performs pick slip preparation, and makes it available in regular order maintenance and inquiry. If an order fails the order edit, the system includes the order on the Print Remote Order Errors report and retains the order in an error status in the order batch.

Note:

Requires ALLOW or DISPLAY authority to Error Orders (EROR) menu option. ALLOW authority is required to perform a resubmit or reject bulk action.

For more information: See:

• Error Orders Options for step-by-step instructions on the actions you can perform on the Error Orders page.
• Fields on Error Orders for a description of the fields on the Error Orders page.

Error Orders Options

Purpose: Use Error Orders to review, delete, resubmit, and edit an order in error within a batch. You can apply filters such as a specific batch number, to work through orders in error. Once configuration or setup changes are done to correct errors, use the Resubmit option by batch number or select orders to edit/accept multiple orders for processing. For order specific data errors, edits must be done individually through Order Summary.

You can perform the following actions on the Error Orders page.

• Filter the Displayed Error Orders
• Advance to the Order Summary Page for a Specific Order
• Advance to the Customer Page for a Specific Customer
• Perform a Bulk Resubmit by Selection
• Resubmit a Batch
• Reject a Batch
• View the Batch Status
• Print the Error Order Report
• Refresh the Displayed Information

For more information:

• Error Orders for an overview of the Error Orders page.
• Fields on Error Orders for a description of the fields on the Error Orders page.

Filter the Displayed Error Orders

Apply one or more of the Filters (error reason, batch number, order date, order number or customer number) and click Apply Filters to update the Error Orders List and the Error Orders Summary Tiles. If you apply multiple filters, only orders that match all filters are displayed; however, filtering on order number or customer number overrides other filters. See the list of Filters for more information.

Optionally, click Clear to clear the currently entered filters. You can then click Apply Filters to display all error orders.

Advance to the Order Summary Page for a Specific Order

Click the Order Number displayed in the Error Orders List to advance to the Order Summary page. If the tab is already open for that order, the link advances to the already opened tab. This link is disabled if user access is set to EXCLUDE for Order Inquiry/Maintenance (OIOM) in Work with User (WUSR) or Work with User Class (WUCL).

Advance to the Customer Page for a Specific Customer

Click the Customer Name displayed in the Error Orders List to advance to the Customer page. If the tab is already open for that customer, the link advances to the already opened tab.

Perform a Bulk Resubmit by Selection

To resubmit one or multiple orders with errors:

1. Select the check box at the top, if all rows in the error orders list are to be resubmitted or select individual rows across batches as required.

   Note:

   Requires ALLOW authority to Error Orders (EROR) menu option to select rows and show the Actions menu.

2. From the Actions menu, click Resubmit. A confirm resubmit popup windows opens.

3. Click OK.

   All of the orders selected are processed through the edit/accept process and run in the background. Any selected orders that are locked will skip the edit/accept process. A snackbar message indicates the selected orders have been resubmitted.

   Optionally, use Job Management (My Jobs) or Document Management (My Docs) options to view the Remote Order Errors report located under the EDIT_BAT job.

4. Click Refresh (or close/reopen the screen), to refresh the displayed information on the page and update the results in the Error Orders List. Upon Refresh, if errors were not fixed during edit/accept, the order continues to display with the current error reasons. If errors were resolved, the order is moved to an open status and is no longer displayed in this screen.

Resubmit a Batch

All orders within a specified error batch can be resubmitted through the edit/accept process and run in the background.

1. From the More Options menu (), select Resubmit Batch.

   Note:

   Requires ALLOW authority to Error Orders (EROR) menu option.

2. Select the required Batch Number from the drop-down list of orders in error.

3. Click OK.

   All of the orders in the selected batch are processed through the edit/accept process and run in the background. Upon submit, if the batch is locked, a snackbar message indicating the Resubmit Batch process has been canceled is shown.

4. Click Refresh (or close/reopen the screen), to refresh the displayed information on the page and update the results in the Error Orders List. Upon Refresh, if errors were not fixed during edit/accept, the order continues to display with the current error reasons. If errors were resolved, the order is moved to an open status and is no longer displayed in this screen.

The status of the batch can be reviewed through the Batch Status window.

Reject a Batch

All orders within a specified error batch can be rejected (deleted) subject to authority. These orders cannot be recovered.

1. From the More Options menu (), select Reject Batch.

   Note:

   Requires ALLOW authority to Error Orders (EROR) menu option and ALLOW authority to Allow Reject of all orders in Error Batch (J12) secured feature for the specific company.

   The Reject Batch option is not visible for DISPLAY or EXCLUDE authority, based on the user/class hierarchy.

2. Select the required Batch Number from the drop-down list of orders in error.

3. Click OK. A confirmation message indicates the selected order batch will be deleted and orders within the batch cannot be recovered.

4. Click OK to continue with the reject and submit to the backend for deletion.

   Upon submit, if the batch is locked, a snackbar message indicating the Reject Batch process has been canceled is shown.

5. Click Refresh (or close/reopen the screen), to refresh the displayed information on the page and update the results in the Error Orders List. The orders in the rejected batch are no longer shown.

The status of the batch can be reviewed through the Batch Status window.

View the Batch Status

The Batch Status window shows the status and batch number for records that are in progress (resubmit or rejected) or locked. When no batches are being processed, the window indicates there are no in progress or locked batches to display. It is a read-only window.

Note:

 Batches that are open will not display but they are in the drop-down lists.

1. From the More Options menu (), select Batch Status.

   Note:

   Requires ALLOW authority to Error Orders (EROR) menu option.

   The Batch Status window opens displaying the status and batch number.

2. Click Done when finished reviewing.

Print the Error Order Report

If an order fails the order edit, the system includes the order on the Print Remote Order Errors report and retains the order in an error status in the order batch. 

1. From the More Options menu (), select Print Error Orders Report.

   Note:

   The Print Error Orders Report is always available when Error Orders (EROR) menu authority is set to DISPLAY or ALLOW.

2. Select the required Batch Number from the drop-down list of orders in error based on the current errors for each order. A resubmit (edit/accept) is not submitted. The batch can be locked or unlocked to submit the report.

3. Click OK to generate the Remote Order Errors report or click Cancel to cancel generation of the report. A snackbar message indicates the error order report for the selected batch has been submitted.

Viewing the report: Use Job Management (My Jobs) or Document Management (My Docs) options to view the Remote Order Errors report . If you use My Jobs, the report is available under the EO_RPT job.

Refresh the Displayed Information

Click Refresh in the upper right (or close/reopen the screen), to refresh the displayed information on the page, including the Error Orders Summary Tiles and the Error Orders List. The current filters apply to the refreshed results.

Fields on Error Orders

Purpose: The following information that displays on the Error Orders page are listed below, and include:

• Filters

• Error Orders Summary Tiles

• Error Orders List

• Actions

• More Options

For more information: See:

• For a list of errors that can occur when you create orders through order entry in Modern View or from the generic order interface, see Order Creation Errors in the Technical Guide

• Error Orders for an overview of the Error Orders page.
• Error Orders Options for step-by-step instructions on the actions you can perform on the Error Orders page.

Filters

Use the filters section to reduce the number of records shown in the Error Orders List. All fields are optional. The values in the Error Orders Summary Tiles are also updated when filters are applied.

• Error: Filters records from a list of errors from the phone_errors table across all orders for the company, listed alphabetically. Examples include, Base item does not exist (B3), Email invalid (E9), Ineligible for Store Pickup (S9) and so on. 

• Batch Number: Filters records from a drop-down list of batch numbers with at least one error order. The order count is shown in parentheses after the batch number to indicate how many records are included in the batch.

• Date From: The starting order date to filter.

• Date To: The ending order date to filter.

• Order Number: Filters records based on the order number entered. Shows an exact match to an existing order. Takes precedence over other filters and ignores all other filters.

• Customer Number: Filters records based on the Customer Number entered (Sold To Customer). Shows an exact match to an existing customer.

Note:

Note that your filter selections also restrict the totals and amounts displayed in the Error Orders Summary Tiles.

Error Orders Summary Tiles

• Time periods:

  • All: The total number of orders and merchandise value for all orders matching the filter criteria, regardless of date. Includes a hollow blue circle () icon in the upper left.

  • Today: The total number of orders and merchandise value for all orders matching the filter criteria that were initially created on the current date. Includes a hollow blue circle () icon in the upper left.

    The circle around the merchandise total for Today, if any, uses blue to indicate the percentage of the total open merchandise it represents for all orders matching the filter criteria; see the description of the Merchandise Value, below, for a discussion.

  • Previous 6 Days:  The total number of orders and merchandise value for all orders matching the filter criteria that were initially created on the previous 6 days. Includes a green bullseye () icon in the upper left.

    The circle around the merchandise total for Previous 6 Days, if any, uses green to indicate the percentage of the total open merchandise it represents for all orders matching the filter criteria; see the description of the Merchandise Value, below, for a discussion.

  • 7-14 Days: The total number of orders and merchandise value for all orders matching the filter criteria that were initially created from 7 to 14 days before the current date. Includes a orange triangle () icon in the upper left.

  • Over 14 Days: The total number of orders and merchandise value for all orders matching the filter criteria that were initially created more than 14 days before the current date. Includes a red circle () icon in the upper left.

• For each time period:

  • Merchandise Value: The total current value of all error orders for the time period indicated. Includes a two-position decimal. If you have applied any Filters, this is the merchandise value for the time period that matches the applied filters.

  • Currency: The Currency Code identifying the local currency as defined in the Local Currency Code (A55) system control value. If the Multi Currency by Offer (E03) system control value is selected, the values of the error orders for orders in a different currency are converted into the local currency.

    Otherwise, if the Multi Currency by Offer (E03) system control value is not selected, the merchandise balances for the orders are not converted. In the above example, the order merchandise total of $100.00 is used to calculate the total open merchandise value, even if other orders included in the total used different currencies.

  • Orders: The total number of error orders included in the Error Orders List for the period. Orders with multiple ship-tos increase the count by just one.

Error Orders List

Displayed below the Error Orders Summary Tiles, upon initial entry, shows the list of all orders that belong to the selected company that are in error status at header level with a batch number populated. If there are no orders in error to be displayed, No records to display message is shown. If any Filters have been applied, the error order list is updated to show those orders matching any currently applied filters.

There is a limit to display up to 10,000 errors associated to the orders, not the number of orders. Error orders are listed by default in chronological order (oldest to newest order date), then by order number, although you can change the sort based on any of the below listed fields.

• Check box: Used to select one or multiple individual orders to perform an action against (resubmit). The check box at the top, selects all rows in the error orders list. See Actions for more information on selecting orders. Requires ALLOW authority to Error Orders (EROR) menu option to select rows. DISPLAY authority shows the check boxes disabled. The check boxes are not shown for EXCLUDE authority.

• Order: (Order Number Click the order number to open the Order Summary page for the order. This link is disabled if user access is set to EXCLUDE for Order Inquiry/Maintenance (OIOM) in Work with User (WUSR) or Work with User Class (WUCL).

• Order Date displayed in locale date format.

• Customer Name: Just the customer’s first and last names are displayed; but if there is no last name, the company name is displayed. Click the customer’s name to open the Customer page for that customer.

• Locked: Displays a lock icon if the order is currently locked, otherwise empty.

• Payment: Displays Yes if there is at least one order payment method record associated to the order whether the payment is in error or not.  If no order payment method, this field remains empty.

• Batch Number: Displays the batch number populated on the order header.

• Error: Displays a list of all errors in the phone_error table associated to this order, sorted alphabetically. If the same error is in the table for multiple records, it is displayed just once. 

An order will remain on this screen until no more errors exist and the either Refresh is clicked, or the screen re-opened.

Actions

Requires ALLOW authority to Error Orders (EROR) menu option for this menu to be displayed.

Resubmit: Use this option to allow one or more orders to be resubmitted. See Perform Bulk Resubmit by Selection for more information.

More Options

On the right side of the title bar next to the Refresh button, the More Options menu is displayed as an ellipsis (). Clicking this menu option provides access to more actions that can be taken. Options shown in the menu are dependent on configuration but include:

• Batch Status: Requires ALLOW authority to Error Orders (EROR) menu option.

• Print Error Orders: Requires ALLOW authority to Error Orders (EROR) menu option

• Reject Batch: Requires ALLOW or DISPLAY authority to Error Orders (EROR) menu option and ALLOW authority to Allow Reject of all orders in Error Batch secured feature for the specific company.

• Resubmit Batch: Requires ALLOW authority to Error Orders (EROR) menu option.

Batch Status: Read-only. Shows the status and batch number for records that are in progress (resubmit or rejected) or locked. If the batch is open and is not performing any updates, it will not be listed. See View Batch Status.

• Resubmit Batch in progress: Shows batch number if the batch is currently running the edit/accept process.

• Reject Batch in progress: Shows batch number if the batch is currently running the reject process.

• Locked Batch: Shows batch number if the batch is locked but not running the resubmit or reject process.

Print Error Orders: Used to print the Print Remote Order Errors report for a specified batch to review item upload records that did not process correctly because they contain errors. See Print the Error Order Report.

Reject Batch: All orders within a specified error batch can be rejected (deleted) subject to authority. The Reject Batch function requires a secured feature (Allow Reject of all orders in Error Batch) as well as needing ALLOW menu authority. See Reject Batch.

Resubmit Batch: All orders within a specified error batch can be resubmitted through the edit/accept process and run in the background. See Resubmit Batch.