> ## Documentation Index
> Fetch the complete documentation index at: https://support.fieldko.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How Turn-In Orders Work

> Learn how FieldKo sends store orders from the FieldKo Atlas app to your wholesaler, what each order status means, and what the store receives.

A turn-in order is an order a rep takes at a store that FieldKo sends to your wholesaler's distribution center (DC) to fill. This page explains how an order travels from the FieldKo Atlas app to the wholesaler, what each status means, and what the store receives. It's for admins and support staff.

> [!NOTE]
>
> Turn-in orders apply only if your org uses FieldKo's turn-in order connector for your wholesaler. Some labels in Salesforce start with your wholesaler's name, such as the **Retry … Send** action, the **… Transmission No** field, and the **… Integration Log** tab. These pages leave that name out.

## How an Order Reaches the Wholesaler

After the rep saves an order, everything runs in Salesforce on a schedule. The rep doesn't need to do anything else.

1. The rep saves the order in the app with the status **Ready to send**, and then syncs.
2. Salesforce holds the order at **Draft** until all of its line items have synced. See [Why New Orders Show Draft](#why-new-orders-show-draft).
3. Every 15 minutes, FieldKo checks each waiting order against the wholesaler's data rules. An order that fails a check isn't sent. See [Checks Before Sending](https://support.fieldko.com/admin/turn-in-orders/checks-and-messages.md#checks-before-sending).
4. FieldKo sends each order that passes to the wholesaler's ordering service.
5. FieldKo compares the wholesaler's response with what it sent, sets the order's status, and records the wholesaler's transmission number.
6. Five minutes later, FieldKo creates a confirmation PDF for each sent order and emails it to the store.

> [!NOTE]
>
> **Sent means received, not filled.** A transmission number confirms that the wholesaler received a correctly structured order. It doesn't confirm that the distribution center accepted, filled, or delivered it, and the wholesaler's service can't report order status back to Salesforce. To follow up on an order, see [Confirm an Order Was Filled](https://support.fieldko.com/admin/turn-in-orders/troubleshoot.md#confirm-an-order-was-filled).

## Order Statuses

| Status | What It Means | What Happens Next |
| - | - | - |
| **Draft** | The rep saved the order as a draft, or Salesforce is holding it while its line items sync. | Not sent. A held order returns to its intended status on its own once every line has synced. |
| **Ready to send** | The order is complete and waiting for the next send. | Sent within 15 minutes. |
| **Sent** | The wholesaler received the order. The transmission number is on the order. | The confirmation PDF is created and emailed on the next PDF run. |
| **Send Failed** | The order failed a check, or the send didn't go through. | Retried automatically, up to 3 times by default. The reason is on the order. |
| **Partially Sent** | The wholesaler received fewer lines or cases than FieldKo sent. | Never resent, automatically or manually, so the store doesn't get duplicate stock. Follow up with the wholesaler. |

### Why New Orders Show Draft

The app syncs the order first and its line items afterward. To stop a half-synced order from being sent, Salesforce holds each new order:

* When the order arrives, Salesforce saves its intended status, such as **Ready to send**, in **Original Status**, and sets **Status** to **Draft**.
* Each time line items sync, Salesforce counts the order's lines. When the count matches the order's **No. of Line Items**, it restores the saved status and clears **Original Status**.

An order that stays on **Draft** with **Original Status** filled in is still waiting for line items from the rep's device. See [Troubleshoot Turn-In Orders](https://support.fieldko.com/admin/turn-in-orders/troubleshoot.md).

## Which Orders Are Sent

FieldKo sends an order only when all of these are true:

* The order's account is a wholesaler store. FieldKo works this out from the account's parent account, or the parent of its banner account.
* Every line item has synced.
* The status is **Ready to send**, or it's **Send Failed** and hasn't reached the retry limit.

Orders for other accounts are never sent to the wholesaler.

## The Confirmation Email

Every 15 minutes, 5 minutes after each send run, FieldKo finds orders that are **Sent** and haven't been emailed yet (**Is Mail Sent** isn't selected). For each one, it creates a confirmation PDF, saves it as a file on the order, emails it, and then selects **Is Mail Sent**.

The PDF shows:

* The order number and issue date
* The store's name, address, and store ID
* The wholesaler's transmission number and the order's status
* Each line item, with the product, the wholesaler's product code, quantity, unit price, and line total
* The order total
* The store's signature, the contact's name, and the order date
* The territory manager's contact details

The signature comes from a file on the order whose name contains "Signature".

| Recipient | Who |
| - | - |
| **To** | The order's store contact. If the contact has no email address, the person who created the order. |
| **CC** | The person who created the order, the order owner, and any extra addresses in the connector settings. See [Set Up Turn-In Orders](https://support.fieldko.com/admin/turn-in-orders/set-up.md#review-the-connector-settings). |

Each address appears only once.

## Frequently Asked Questions

**How quickly does an order reach the wholesaler?**
Within 15 minutes after the order and all of its line items sync to Salesforce.

**Can a rep send an order offline?**
The rep can save it offline. FieldKo sends it after the device syncs and the next send runs.

**Why was the whole order rejected when only one product was wrong?**
So that a store never receives part of its order without anyone noticing. Fix the product code, and then retry the order.

**Does Sent mean the store will get its stock?**
It means the wholesaler received a correctly structured order. The wholesaler fills orders in its own systems. See [Confirm an Order Was Filled](https://support.fieldko.com/admin/turn-in-orders/troubleshoot.md#confirm-an-order-was-filled).

**Can we change how often orders are sent?**
Yes. An admin can change the scheduled jobs. Keep the PDF job running after the send job. See [Check the Scheduled Jobs](https://support.fieldko.com/admin/turn-in-orders/set-up.md#check-the-scheduled-jobs).

## See Also

* [Set Up Turn-In Orders](https://support.fieldko.com/admin/turn-in-orders/set-up.md)
* [Turn-In Order Checks and Messages](https://support.fieldko.com/admin/turn-in-orders/checks-and-messages.md)
* [Troubleshoot Turn-In Orders](https://support.fieldko.com/admin/turn-in-orders/troubleshoot.md)
* [Place an Order](https://support.fieldko.com/field-work/place-order.md)


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