Hyperfox read this order wrong: find the page that fixes it
- Utilisateur
- Admin
Search the headings below for what you see on an order in To validate, and follow the link. Whatever it is, correct the order first and click Validate.
The order then goes to your ERP with the right values, and Hyperfox records a corrected customer, item or unit in Codex. Which lever changes what is explained in What you can change so Hyperfox reads your orders better.
No item, or the wrong item, on a line
Cause: Most often, the item is missing from your reference data or its code is in a column Hyperfox does not search. In other cases, two items have almost the same name.
Fix: The fixes are on An item isn't recognised or the wrong item is matched. That page covers The line has no item: "Item is required", A similar but wrong item is chosen and An item your ERP no longer sells is chosen. For next time, correct the item and validate, so Codex learns the item for that customer, or fix your reference data.
Almost no item is recognised, although it used to work
Cause: Since the last good order, an import deleted or replaced items, or the customer on the order is wrong. In other cases, the customer's codes or the document changed, or someone changed the AI mapping or Codex.
Fix: Work through Almost no item is recognised, although it used to work.
The quantity is wrong, or lines are doubled or are not real order lines
Cause: Most often, Hyperfox took the quantity from a different column, or the document mixes order lines with deposit, remark or description rows. Handwriting and an order attached twice cause misread or doubled lines.
Fix: Correct the lines and validate, as Quantities, units or lines are read wrong describes. A quantity or a rule about which rows are lines needs an instruction from your admin, because Codex does not learn quantities.
The unit is wrong: boxes became pieces, or a pallet became a box
Cause: Most often, Codex recorded this unit for this customer and item from a colleague's earlier correction. In other cases, the unit on the document is not one of the item's units, so Hyperfox set the item's base unit.
Fix: The causes and their fixes are on The unit is wrong: boxes became pieces, or a pallet became a box.
The order has fewer lines than the document
Cause: Hyperfox does not compare the number of lines with the document. Most often, the document is long, a spreadsheet quantity is not a plain number, several items share one row, or lines sit outside the main table.
Fix: The order has fewer lines than the document shows how to find and add the missing lines.
The order came in as a voice message and is incomplete or misheard
Cause: Hyperfox reads only the text it made of the voice message. A word the transcription misheard or left out is wrong or missing on the order.
Fix: Play the voice message and correct the lines, as The order came in as a voice message and is incomplete or misheard describes.
The wrong customer or delivery address, or none
Cause: Most often, the customer number on the document is not in a column Hyperfox searches, or two customers have almost the same name. It can also take a different party on the document, such as your own company.
Fix: The customer or delivery address is read wrong has the fixes. For next time, correct the customer and validate. Codex applies the corrected customer to every later order with a similar text.
The wrong reference, a wrong or empty date, or a note that is translated or carries standard text
Cause: Hyperfox copied the wrong text from the document. Several numbers could be the reference, the document has no date or several, or nothing tells Hyperfox what belongs in the note.
Fix: The fix for a reference is on The customer reference is wrong, or the note is translated, for a date on The delivery date or issue date is wrong or empty, and for a note in The note is translated, or carries the sender's standard text. How the customer reference, delivery date and note are read explains how Hyperfox reads these values. Codex does not learn these values. For next time, ask your admin to add an instruction on the field.
A loading address, loading metres, a time, the temperature or a price is wrong or empty
Cause: On a transport order, each of these values is a field of your order model with its own instruction in the AI mapping. Hyperfox copies only what the document states, as the instruction describes, and calculates none of them.
Fix: Correct the order and validate it. How transport orders are read: stops, references, times and loads explains how these fields are read. For next time, if the same field stays wrong or empty on later orders, ask your admin to change the instruction on that field. The instruction can, for example, give a default or a rule for loading metres.
The whole order is empty or almost empty
Cause: The e-mail was sent to the wrong route and read with a different AI mapping. In other cases, the order was in an attachment Hyperfox does not read, or it could not read the document at all.
Fix: Each cause has its own section: The mail landed in the wrong route, Which attachments Hyperfox reads and The order arrived without data. For a wrong route and for an order that arrived without data, you can use Retry. Retry deletes every order of the inquiry, including the changes you saved, and replaces them with a new reading. When to use it is under You want Hyperfox to read the order again, or the orders changed after a Retry. In all other cases, fill in the order from the document and validate it. If the source pane does not show the document, follow An attachment or the mail doesn't show in the source pane.
You want Hyperfox to read the order again, or the orders changed after a Retry
Cause: Retry has Hyperfox read the inquiry again. Retry deletes every order of the inquiry, including the changes you saved, and replaces them with a new reading. The new reading can differ from the first.
Fix: Follow the steps in Retry an order so Hyperfox reads it again from the start.
An order did not arrive in Hyperfox
Cause: The order is in a different list, is still in Processing, or went to an address Hyperfox does not read. In other cases, Hyperfox did not take the e-mail as an order, or the e-mail arrived without the order file.
Fix: An order did not arrive in Hyperfox shows where to look.
A field or the order shows a warning
Cause: Hyperfox flagged something to check while reading the order, or a warning rule your admin added to the AI mapping did. A warning is not an error and never blocks Validate.
Fix: Compare the field with the document, and correct the field if it differs. The pane that lists warnings is described in What each part of the validation screen shows. For next time, if the same warning appears on orders that are right, ask your admin to change the rule in the AI mapping. How errors and warnings decide whether you can validate an order explains where warnings come from and why one returns.
The same mistake comes back after I corrected it
Cause: The correction was saved but not validated, and only Validate records a Codex entry. In other cases, Codex does not learn the field, such as a reference, a date, a quantity or a note. The new order can also come from a different customer or name the value differently.
Fix: For an item, follow The same wrong item comes back after I corrected it. For a customer, follow The same wrong customer comes back after I corrected it. For a value Codex does not learn, ask your admin to add an instruction on the field.
The order has to go to your ERP again
Cause: Your ERP refused the order or sending failed. Only an order with the status Submit Failed can be validated again.
Fix: Send a failed order to your ERP again.
You validated the order, but it is not in your ERP
Cause: Sending failed and the order is back in To validate as Submit Failed. In other cases, Hyperfox delivered the order and your ERP did not import it, or no export profile sent it.
Fix: Follow I validated the order, but it is not in my ERP.
A field or note you filled in is missing in your ERP
Cause: The template of your export profile does not include the field, or the field was empty when you validated. In other cases, the note goes to a field your ERP does not show.
Fix: A field or note I filled in did not reach my ERP shows what to check.
No page fixes it, or support asks which order you mean
Cause: Some problems need a change on the side of Hyperfox. Support finds an inquiry only by its inquiry id, not by the number after Inquiry #.
Fix: Report the problem to support with the inquiry id.
Still wrong?
If the problem persists, contact support at [email protected]. Mention the inquiry id, the field and what the document says. How to report a problem with an order to support lists what else to include.