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An order did not arrive in Hyperfox

  • Gebruiker
  • Admin

An order that a customer says they sent is not in Hyperfox. First look in Processing, To validate and Archive, before you ask the sender anything.

Hyperfox has no list of e-mails that did not become an inquiry. If the order is in none of the lists, the sender and your admin have the information you need.

The order is in another list or in Archive​

The order is not in To validate, but Hyperfox has it in another list.

Cause: The inquiry is still in Processing, or it is in Archive. The inquiry is in Archive when a colleague already validated or rejected it. It is also in Archive when it arrived through an API or EDI channel that approves orders automatically.

Fix:

  1. Look for the order in Processing, To validate and Archive, in that sequence. The filters for each list are in Look in the three lists.
  2. If you see an inquiry that could be it, check that it is the right e-mail. In Processing, the Channel column shows the type and the name of the channel that the inquiry arrived on. In the inquiry, the "From:" line above the e-mail shows the sender.
  3. If the inquiry is in Archive, read the status of the order. What each status in Archive means is in An order stays in Processing or never reaches To validate.

If you often look for orders of one customer, ask your admin for a column that identifies them, such as your customer reference. How your admin adds it is in Add or change a column.

The inquiry is in Processing and does not move on​

The inquiry is in Processing, with the right sender, but its order never reaches To validate.

Cause: Hyperfox has not finished reading the inquiry. Either the inquiry waits in the queue, or its run was interrupted.

Fix: Follow An order stays in Processing or never reaches To validate. While the inquiry is in Processing, do not ask the sender to send the e-mail again. Every e-mail becomes its own inquiry, so you would get the order twice.

The mail went to another address or mailbox​

The order is in none of the lists, and the sender is sure they sent it.

Cause: The e-mail never reached a channel that Hyperfox reads:

  • The e-mail went to an address that no active Forward E-mail channel lists under Accounts, and no active channel accepts every address. The channel can also be Paused. In both cases, Hyperfox does not take in the e-mail at all. Which channel a mail lands on explains how Hyperfox matches an e-mail to a channel.
  • The e-mail rule in your own mailbox did not forward the e-mail. For example, the e-mail went to a colleague's address or a shared address that the rule does not cover.
  • On Microsoft 365, the e-mail reached a mailbox that is not under Watched mailboxes, or it did not arrive in the Inbox. Hyperfox does not read the junk or spam folder, or any other folder that a rule moves e-mail to.
  • A partner or portal that sends orders on behalf of your customer did not send the e-mail on. Such a partner is not a channel of its own. Its e-mails reach Hyperfox only through one of your channels.

Fix:

  1. Ask the sender for the details under What to ask the sender.
  2. Compare the address that the e-mail was sent to with the address your order e-mails go to.
  3. Send the details to your admin. Your admin checks the channel and the mailbox.
  4. To handle the order now, ask the sender to send the e-mail again to the right address.

You can also forward the e-mail to Hyperfox yourself.

Your admin makes the checks in An order e-mail isn't picked up, for a forwarded e-mail and for a watched Microsoft 365 mailbox.

The mail was judged not to be an order​

The order is in none of the lists. On Microsoft 365, the e-mail in the mailbox has no Hyperfox label, such as HF: Processed.

Cause: On Microsoft 365, Hyperfox reads every new e-mail in a watched Inbox with the Order detection prompt. Hyperfox takes in only the e-mails that the prompt classifies as a customer order. An e-mail that the prompt does not classify as an order leaves no trace. It gets no inquiry, no row in any list and no label in Outlook. A prompt that excludes replies or quotations also excludes an order sent as a reply or worded as a request. On the Forward E-mail channel this check is off, unless Hyperfox switched it on for your environment. How the check works is in Order or not an order.

Fix:

  1. In your mailbox, look for the e-mail with the label HF: Processed. Hyperfox gives this label to every e-mail it took in. HF: Processed is the default name, and your admin can rename it on the channel.
  2. Look for the inquiry in the lists.
  3. Send the details of the e-mail to your admin. Your admin reads the Order detection prompt and adjusts it if it excludes this kind of e-mail. The admin's steps are in A mail in a watched Microsoft 365 mailbox is ignored.
  4. When the prompt is changed, ask the sender to send the e-mail again. The change applies to new e-mail only.

If real orders of one kind are often left out, report this to support with two or three examples. What to report lists what else to send.

The inquiry is there, but the order is not in it​

You opened the inquiry, but the order is empty or almost empty. The document the sender talks about is missing from the source pane.

Cause: The order was in a file that Hyperfox could not take in:

  • The sender attached the order e-mail to a new e-mail instead of forwarding it. On the Forward E-mail channel, Hyperfox skips every attachment that arrives without content, such as an Outlook item attached to a forwarded e-mail.
  • The order is in a format Hyperfox skips, such as a .zip archive or an Outlook item saved as .msg. The formats Hyperfox reads are listed in Which attachments Hyperfox reads.

Fix:

Reject acts on the whole inquiry. Every order of the inquiry that is not validated yet becomes Rejected. This cannot be undone.

  1. Open the inquiry.
  2. Check which files the source pane shows. If a file does not show, the fixes are in An attachment or the mail doesn't show in the source pane.
  3. Ask the sender to forward the order e-mail itself, so its files arrive as attachments of their own. As an alternative, the sender can send the order as a PDF or a spreadsheet.
  4. Reject the empty inquiry, so it does not reach your ERP. The steps are in Reject an order.

An order that arrived empty with the message "We couldn't automatically extract all the information from your order." is a different case, covered in The order arrived without data.

What to ask the sender​

When the order is in none of the lists, ask the sender for these details:

  • The address they sent the e-mail to.
  • The date and time they sent it.
  • The subject and the names of the attachments.
  • Whether they sent it themselves or through a partner or portal.
  • Any error message their e-mail program returned.

What to report​

Reject acts on the whole inquiry. Every order of the inquiry that is not validated yet becomes Rejected. This cannot be undone.

  1. Send the sender's details to your admin. Your admin checks the channel, the mailbox and the Order detection prompt, following An order e-mail isn't picked up.
  2. If the address was right and the e-mail still did not arrive, report it to support. Mention the sender's address, the address the e-mail was sent to, the time it was sent and its subject.
  3. If the e-mail arrives after the sender sent it again, reject the copy. You then have two inquiries for one order. The steps for that case are in Two inquiries with the same order in To validate.

Still wrong?​

If the problem persists, contact support at [email protected]. Mention the sender, the address the e-mail was sent to, the time it was sent and its subject. If you found an inquiry, mention the inquiry id too. How to report a problem with an order to support lists what else to send.

See also​

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