Troubleshooting the Most Popular Failures

We understand that receiving a failure can be frustrating and understand how important it is to quickly resolve the issue to prevent delays and angry customers. This guide will help troubleshoot the most common failures experienced by our Portal customers. 

What is your failure message?

Validation Failed

Business Rule Failed

Failed to Source Items

Error Transmitting EDI

Cannot Over-Ship Lines

Validation Failed

A validation failure can be related to orders, acknowledgments, shipments, invoices, or inventory. Click the document type below to learn how to fix the failure. 

What document type failed?

Order

Acknowledgment

Shipment

Invoice

Inventory

Order Validation Failed

If you have received an order validation failure, click on the text to review the event details. This will indicate what needs to be fixed. Next, make the appropriate edits and retry the document. To retry the document, navigate to More Actions in the top right corner and select Retry from the dropdown. The images below show the 3 sections that users are able to edit.

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Acknowledgement Validation Failed

If you have received an acknowledgment validation failure, click on the text to review the event details. This will indicate what needs to be fixed. Next, change the status to Ignored and Retry the document with the corrected changes.

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Shipment Validation Failed

If you have received a shipment validation failure, click on the text to review the event details. This will indicate what needs to be fixed. Next, change the status to Ignored and retry the document. To retry the document, navigate to More Actions in the top right corner and select Retry from the dropdown.  

The images below show the 4 sections that users are able to edit.

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Invoice Validation Failed

If you have received an invoice validation failure, click on the text to review the event details. This will indicate what needs to be fixed. Next, change the status to Ignored and Retry the document with the corrected changes.

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Inventory Validation Failure 

If you have received an inventory validation failure, click on the text to review the event details. This will indicate what needs to be fixed. Next, change the status to Ignored and Retry the document with the corrected changes.

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Business Rule Failed

When the failure reason “Business Rule Failed” is received, users should click on the text and will be redirected to the event details.

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The event details will indicate why the document failed, an example of these details are shown in the image below.

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The most popular reason for a business rule failure is due to an invalid reason code. To fix this issue, users should select a valid reason code, usually predetermined by your partner, and retry the document. To retry the document navigate to More Actions in the top right corner and selecting Retry from the dropdown.

Failed To Source Items

If the failure reason is indicated as “Failed to Source Items” this means the SKU was not available or was unable to match the SKU to inventory. To resolve this issue, retailers should utilize the inventory search function within the Portal to review the quantity available in the feed, shown in the image below.

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After reviewing the available inventory, the user should adjust the order to fulfill the amount available and retry the document by navigating to More Actions and select Retry from the dropdown.

Error Transmitting EDI

If you receive the failure reason “Error Transmitting EDI” it could have occurred because an issue has been encountered when sending your document via EDI. This could be due to the maximum number of retry attempts has been exceeded, the action is impossible while not connected, etc.

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The most common reasons for receiving this failure are due to internal server errors and MDN errors.

2020-10-30_9-24-14.jpgA 500 Internal Server Error indicates that there has been a time out. To fix this failure is to retry the document. To retry the document, navigate to the top right corner of the page and click More Actions, and select Retry from the dropdown.

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A MDN error indicates that the document hit your partner's system, but was not fully transmitted. If a MDN error is received then it usually is related to an AS2 certificate issue and the document should be retried. To retry the document, navigate to the top right corner of the page and click More Actions and select Retry from the dropdown.

If you continue to receive a failure for MDN and 500 errors after retrying the documents, you can submit a ticket to support. Please be sure to include your company name, contact information, partner, and the document number in question.

Cannot Over-Ship Lines

If an order has already shipped in Logicbroker, any other shipment that tries to over ship the order will fail and a message similar to the one above will be received. This error may also occur when there is a mistake made with printing shipping labels and a new one needs to be generated. Printing a label triggers shipment creation, causing instances with duplicate shipments.

To fix the failure, select the “Noncompliant Documents” from the toolbar at the top of the Dashboard. From here, select the document you would like to view on the page displaying all failures. The most recent event message will read “Cannot Over-Ship Lines” and the event details will be similar to the message shown in the image below.

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Scroll down to the “Related Documents” and see if there is a shipment in a complete status. If so, you will need to compare the failed order with the completed shipment to see if the SKUs and quantity shipped match.

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If the SKUs and quantity shipped on the completed shipment match with what is on the order then go to “Related Documents” and pull up the failed shipment. From there, navigate to “More Actions” and select “Change Status” from the dropdown. Set the status of the Failed shipment to "Ignored".

 

 

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