Troubleshoot Turn-In Orders

Use this page when a turn-in order is stuck, failed, or never reached the store. Start with Where to Look, and then find what you’re seeing under Common Problems.

Where to Look

The order record: The turn-in order section shows the status, sent date and time, transmission number, error message, and retry count.
The integration log: There’s one record for each send attempt, with the full request and response, the outcome (Success or Fault), the fault code, the transmission number, and the time. Use the All, Failed Sends, and Successful Sends list views. If the tab isn’t in your app’s navigation bar, open it from the App Launcher.
The failure summary email: After any send run with failures, one email goes to the user who runs the job, plus any addresses in the connector settings.

For what each message and fault code means, see Turn-In Order Checks and Messages.

Common Problems

What You See	Likely Cause	What to Do
The order stays on Draft, and Original Status is filled in.	Not all of its line items have synced from the rep’s device.	Ask the rep to open the app and sync. Check that the order’s line items match its No. of Line Items.
The order stays on Ready to send.	The account isn’t set up as a wholesaler store, or the send job isn’t scheduled.	Check the account’s parent and banner accounts, and the scheduled jobs.
Send Failed with a `VALIDATION` fault	A store or product data problem	Fix the data named in the message, and then let FieldKo retry, or retry it yourself.
Send Failed with `BUS-DATA-001`	The wholesaler credentials are wrong.	Update the credentials.
Many orders fail with “must be 8 to 10 digits”	Store numbers lost their leading zeros.	Update each store’s Account Number to the full store number.
Partially Sent	The wholesaler received only part of the order.	Don’t resend. Check the transmission number with the wholesaler, and then fix the order with them directly.
Sent, but the store got no confirmation email	The PDF job isn’t scheduled, neither the contact nor the creator has an email address, or Is Mail Sent is already selected.	Check the scheduled jobs and the order’s files. Check for a failure email sent to the user who runs the job.
Sent, but the store says the order never arrived	The distribution center dropped it, for example for an unknown product or an inactive store.	Confirm the order with the wholesaler.

Retry a Failed Order

Retry … Send runs the same checks and send as the scheduled job, straight away. It doesn’t add to the retry count or send a failure email.

Retry only orders with the status Send Failed. Retrying a Sent order sends it again and can create a duplicate order at the wholesaler. Retrying a Draft order that’s still waiting for line items can send an incomplete order. FieldKo blocks retries for Partially Sent orders.

Open the order, or its integration log record.
Check that the status is Send Failed, and that you’ve fixed the reason in the error message.
Click Retry … Send.

If you don’t see the action, see Add the Retry Action.

Confirm an Order Was Filled

The wholesaler’s service only accepts orders. It can’t report whether an order was accepted, filled, or delivered. To follow up on an order:

On the order or its integration log record, copy the transmission number.
Ask your wholesaler’s eBusiness or B2B support team for the status of that transmission number.
For shipping, cancellations, or missing lines, contact the distribution center’s turn-in orders team for that state.

Your distribution center contacts are in your onboarding pack.

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Turn-In Orders

Reference

Troubleshoot

Salesforce Platform

Troubleshoot Turn-In Orders

Where to Look

Common Problems

Retry a Failed Order

Confirm an Order Was Filled

See Also

​Where to Look

​Common Problems

​Retry a Failed Order

​Confirm an Order Was Filled

​See Also

Where to Look

Common Problems

Retry a Failed Order

Confirm an Order Was Filled

See Also