> ## 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.

# Troubleshoot Turn-In Orders

> Find out why a turn-in order wasn't sent or didn't arrive, retry a failed order safely, and follow up with your wholesaler.

Use this page when a turn-in order is stuck, failed, or never reached the store. Start with [Where to Look](#where-to-look), and then find what you're seeing under [Common Problems](#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](https://support.fieldko.com/admin/turn-in-orders/checks-and-messages.md).

## 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](https://support.fieldko.com/admin/turn-in-orders/set-up.md#check-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](#retry-a-failed-order). |
| **Send Failed** with `BUS-DATA-001` | The wholesaler credentials are wrong. | [Update the credentials](https://support.fieldko.com/admin/turn-in-orders/set-up.md#enter-the-wholesaler-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](https://support.fieldko.com/admin/turn-in-orders/set-up.md#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](#confirm-an-order-was-filled). |

## 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.

> [!WARNING]
>
> **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.

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

If you don't see the action, see [Add the Retry Action](https://support.fieldko.com/admin/turn-in-orders/set-up.md#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:

1. On the order or its integration log record, copy the transmission number.
2. Ask your wholesaler's eBusiness or B2B support team for the status of that transmission number.
3. 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.

## See Also

* [How Turn-In Orders Work](https://support.fieldko.com/admin/turn-in-orders/overview.md)
* [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)
* [Diagnose Rep Issues](https://support.fieldko.com/admin/support-diagnostics.md)


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