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I validated the order, but it is not in my ERP

  • Utilisateur
  • Admin

You validated an order and your ERP does not show it. First open the order in To validate or Archive and read its status badge.

First find the order in the lists and check its status. The status tells you which section below applies. An order that is still Pending Validation or Saved was never validated. Validate it. What your admin checks behind each status is on Check the export runs when an order didn't reach your ERP.

The order shows Submit Failed​

The order is back in To validate with the status Submit Failed. When you open the order, a red message under the order tabs shows the error.

Cause: Sending failed, or your ERP refused the order. The red message holds the answer of your ERP, or the reason Hyperfox could not reach your ERP, such as a connection that failed. If the order went to several export profiles, the message holds the error of every profile that failed, separated by commas. Each kind of message is listed under Messages.

Fix: Correct the value that the red message names and validate the order again. If the message names no value on the order, ask your admin first.

If the same message returns on every order, the cause is not on the order. Ask your admin to fix it at the export profile.

The order shows Submitted or Completed, but your ERP has nothing​

The order is in Archive with the status Submitted or Completed.

Cause: Hyperfox delivered the order, and what happened after the delivery is on your ERP's side:

  • Submitted: Hyperfox wrote the order as a file into a folder, for example on an FTP server. Hyperfox sees no further than that folder. Your ERP has to collect the file and import it, and Hyperfox cannot see whether it did.
  • Completed: your ERP's API answered with success when Hyperfox sent the order. A system that answers with success but refuses the order afterwards still looks accepted to Hyperfox. The Business Central connector reads the answer of Business Central. An order that Business Central refuses therefore returns as Submit Failed instead.

Fix:

  1. Ask your ERP team to check the import of your ERP for the time you validated the order. For Submitted, ask whether the import ran and whether it refused the file. For Completed, ask them to look in the import log.
  2. Give them the details in What to report.
  3. If your ERP team needs the order again, ask your admin or support. A Submitted or Completed order has no resend and is read-only.

The reason there is no resend is in Send a failed order to your ERP again.

For next time, if this happens more than once, ask your ERP team whether your ERP can report refused orders back to Hyperfox. Those orders then show as Submit Failed.

The order is still Validated​

The order is in Archive with the status Validated and does not move on.

Cause: No export profile is ready, so Hyperfox sent the order only to the webhooks, if your environment has any. A webhook delivery never changes the order status. If your ERP receives orders through a webhook, or reads them from the Hyperfox API, Validated is the normal status. The order keeps it until your ERP reports back through the Hyperfox API. The status for each way of sending is in How the order status follows the sending.

Fix:

  1. Ask your ERP team or integrator whether your ERP receives orders through a webhook or the API.
  2. Ask them to check their side.

If your ERP needs to receive orders through an export profile, ask your admin to check that profile. Your admin's checks are listed under The order stays Validated.

What to report​

Your ERP team, and support, find the order faster when you give them:

  • The customer reference or order number of the order.
  • The customer.
  • The day and time you validated the order.
  • The status of the order in Hyperfox, and the text of the red message on a Submit Failed order.
  • The inquiry id, when you write to support.

How to report a problem with an order to support shows where to find the inquiry id.

Still wrong?​

If the problem persists, contact support at [email protected]. Mention the inquiry id and the details in What to report. How to report a problem with an order to support lists what else to send.

See also​

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