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An item isn't recognised or the wrong item is matched

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A line has no item although the document names one, or has an item that is close to the right one but wrong. Choose the right item on the line and validate.

How Hyperfox matches the item on each order line explains the cause. To choose the item, follow Change the item.

Almost no line has an item, although these orders used to be recognised​

Orders from one customer used to arrive with their items filled in, and now almost every line is empty. Something changed between the last good order and this one. The causes are listed on Almost no item is recognised, although it used to work.

The line has no item: "Item is required"​

Cause: Hyperfox found no item that fits the text on the line well enough, so it left the item empty. The most likely causes are these:

  • The item is not in your reference data, for example a new item your ERP has not sent yet.
  • The code on the document is the customer's own code, and nothing in your reference data links it to your item.
  • The code is in a column of your item list that Hyperfox does not search.

Fix:

  1. In the item cell, type the code or name from the document.
  2. If the item appears, choose it. Hyperfox missed it because of the code or the column.
  3. If the item does not appear, add it to your reference data. The item is not in your reference data yet. Add, edit and delete reference data records shows how to add it.

You can also ask whoever maintains your reference data to add the item. If your reference data comes from your ERP, check why the item is missing there.

For next time, if the code is always in a column Hyperfox does not search, ask your admin to make that column searchable. An example is a supplier code.

Choosing an item on an empty line creates no Codex entry, because there was no wrong match to correct. The next order with the same text depends on your reference data and on the searchable column.

The code on the document differs from yours by a letter or a prefix​

The customer writes 4711 for your 4711 G, adds a prefix, or uses its own codes, such as for private-label items. Nothing then tells Hyperfox that the codes mean the same item. The fix is under The customer's codes changed: a letter, a prefix or its own codes.

A similar but wrong item is chosen​

You see "500 cc" where the document says "750 cc", or the fresh variant where the customer ordered frozen.

Cause: The line has no code Hyperfox can find, so it matched on the description, and two items have almost the same name.

Fix:

  1. Choose the right item on the line and validate the order. Hyperfox records a Codex entry. On later orders from that customer, Codex applies your correction when Hyperfox again matches the item you replaced, for a similar text. How Codex learns from your corrections explains how these entries work.
  2. If the document carries a code that should identify the item, check that your reference data holds that code in a searchable column. The checks are the same as for a line with no item.

For next time, if Hyperfox took the wrong code from the line, such as an outer-box EAN, ask your admin to add an instruction to the item field.

The same wrong item comes back after I corrected it​

Cause: The most likely causes are these:

  • The correction was saved, not validated. Only Validate records a Codex entry.
  • The new order comes from a different customer. A correction applies to the customer of the order you corrected.
  • The text on the new order differs too much from the text you corrected.
  • The entry was switched off or deleted in Codex, or an import deleted the item it pointed to.

Fix:

  1. Click Codex.
  2. Click Filters and filter Field on your item field.
  3. Look for the correction.
  4. If the correction is missing, correct the item on the new order and validate.
  5. If the entry is Inactive, click Inactive to switch it on.

More on filtering and switching entries is in Review, narrow or switch off the corrections Codex learned.

You click the item cell, the picker shows a few items, and the one on the document is not among them.

Cause: The picker loads ten items at a time, and the next ten when you scroll to its end. It does not sort the items by how well they fit the line. When you type, the picker searches only the text it shows for each item, and keeps the items that contain every word you typed. A code in a different column of the item, such as a supplier code, is not found this way. If the filter row is on, the picker shows only the items that belong to the value of another field on the order, such as the customer.

Fix:

  1. Type the code from the document, or a few words of the name. Each extra word narrows the results.
  2. Scroll to the end of the picker to load more items.
  3. To see more at once, drag the Resize dropdown handle of the picker. Hyperfox keeps the size in this browser.
  4. If the filter row is on, switch it off to search every item.
  5. If the item still does not appear, it is not in your reference data. Add it as for a line with no item.

For next time, ask your admin to make the picker show the code your customers use.

A set or a pack came in as separate pieces​

The customer ordered one set of three, and the line shows 3 pieces, or one line per piece.

Cause: Hyperfox has no notion of a set. A line holds one item, a quantity and a unit, as read from the document. If the document says "set of 3" or lists its pieces, Hyperfox can take 3 as the quantity, or each piece as a line. In a stock order, the unit must also be one of the item's units in your reference data.

Fix:

  1. On the line, choose the item of the set.
  2. Correct the quantity and the unit.
  3. Delete the lines of the separate pieces.
  4. Validate the order. If you changed the item or the unit Hyperfox had matched, Codex records that correction. Codex does not learn the quantity.

For next time, if the same set keeps arriving as pieces, ask your admin for an instruction. The instruction goes on the quantity field or on the field that holds the lines. Example: "A set of 3 is one set: quantity 1, unit set." If the set is not an item in your reference data, or has no set unit, add it there first.

Items at the bottom of the mail or on a later page are missing​

The order has fewer lines than the document. The items at the end of a long e-mail, or on page two of the attachment, are not on the order.

Cause: This is a missing line, not an item that was not recognised. Hyperfox left the row out when it read the document, so it did not search for an item for that row.

Fix: Add the missing lines and choose their items.

The order has fewer lines than the document explains why rows go missing and what to do when it keeps happening. Remark or description rows that became lines are covered in Quantities, units or lines are read wrong, and so is a line with an item that is not on the document at all.

An item your ERP no longer sells is chosen​

Cause: The item is still in your reference data, so Hyperfox can match it.

Fix: Choose the current item and validate.

For next time, ask whoever maintains your reference data to delete old items, or to check why the import still delivers them.

The item is right, but the unit is wrong​

For example, the customer ordered boxes and the line shows pieces. That is a unit problem, not an item problem. The unit is wrong: boxes became pieces, or a pallet became a box has the fix.

Still wrong?​

If the problem persists, contact support at [email protected]. Mention the inquiry id, the line and the code on the document. What else to send is listed in How to report a problem with an order to support.

See also​

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