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An order stays in Processing or never reaches To validate

  • Gebruiker
  • Admin

An order you expect in To validate is not there or not usable. First check whether its inquiry is still in Processing.

The path an order takes is laid out in How an order reaches your ERP.

The inquiry stays in Processing​

The inquiry stays in Processing and does not move on to To validate.

Cause: Hyperfox has not finished reading the inquiry. Either the inquiry waits in the queue, or its run was interrupted. Hyperfox restarts most interrupted runs itself, but not every one. An inquiry that Hyperfox does not restart stays in Processing without an error.

Fix:

  1. To refresh Processing, click Updated or press R.
  2. Read the Status of the inquiry. Accepted means the inquiry waits to be read. Hyperfox reads at most six inquiries of your environment at the same time. When many e-mails arrive together, the rest wait as Accepted. Processing means Hyperfox is reading the inquiry.
  3. Click the row. The view is read-only. While the inquiry is in Processing, you cannot retry, reject or fill it in.
  4. Check that the e-mail and its attachments open and are in a format Hyperfox reads. The formats are listed in Which attachments Hyperfox reads.
  5. Click the Id to copy the inquiry id.
  6. If the inquiry is still in Processing after later inquiries reached To validate, report it to support. Mention the id, the Received at time and the Status. Only Hyperfox can start reading a stopped inquiry again.

There is no setting for this. Report it.

Large attachments are not a cause of their own. Hyperfox sets no size limit. A run that fails on an attachment ends in an empty order in To validate. That case is under The order arrived without data.

The mail never appears in Processing​

A customer says they sent an order, and no list shows it. Follow An order did not arrive in Hyperfox.

The order arrived without data​

You open the inquiry in To validate and the order is empty or almost empty. It shows the message "We couldn't automatically extract all the information from your order. You can continue with manual entry or click retry."

Cause: Reading the inquiry failed, and Hyperfox created an empty order so that the inquiry is not lost. One common reason is a temporary error at the reading service that Hyperfox could not solve by trying again itself. Another is a route that has no AI mapping linked to it. Why Hyperfox still creates an order is in How Hyperfox reads and fills in an order, step by step.

Fix:

Retry deletes every order of the inquiry, including the changes you saved, and replaces them with a new reading. This cannot be undone. To keep your changes, correct the order by hand and validate it instead.

  1. If the e-mail went to the wrong route, retry it with the right route. Follow The mail landed in the wrong route.
  2. Otherwise, click Retry.
  3. If a menu opens, click Retry with current category. If the error was temporary, a new run can succeed where the first failed.
  4. If the order arrives empty again, fill it in by hand from the document and validate it.
  5. If the order arrived empty twice, report the inquiry id to support.

The full steps are in Retry an order so Hyperfox reads it again from the start.

An order that is almost empty without this message was read, but the order file was missing or in a format Hyperfox skips. For that case, follow The inquiry is there, but the order is not in it.

If several orders from the same route arrive empty, ask your admin to check that the route has an AI mapping. Your admin checks this under Admin settings > Routes.

The mail landed in the wrong route​

The order is in To validate, but Hyperfox read it as a different kind of order. Fields are empty or filled from the wrong part of the document. The cause is that it read the e-mail with the AI mapping of a different route.

Cause: Hyperfox matches every e-mail to a route by the names and descriptions of the channel's routes. When no route fits, Hyperfox uses the default route. How Hyperfox chooses a route is part of How Hyperfox reads and fills in an order, step by step. An e-mail that fits two descriptions, or none, can go to the wrong route.

Fix:

Retry deletes every order of the inquiry, including the changes you saved, and replaces them with a new reading. This cannot be undone. To keep your changes, correct the order by hand and validate it instead.

  1. Click Retry.
  2. In its menu, click the name of the right route.

The full steps, and what to do when Retry is refused, are in Retry an order so Hyperfox reads it again from the start.

For next time, if e-mails often go to the wrong route, ask your admin to make the route descriptions more precise. Your admin does this under Admin settings > Routes.

The order is in Archive, not in To validate​

Cause: The most likely causes are these:

  • A colleague already validated or rejected the order.
  • The order arrived through an API or EDI channel that approves orders automatically. If every order passes the checks, Hyperfox validates the inquiry without showing it in To validate. Which orders skip To validate is set out in Orders that skip To validate.

Fix:

  1. Click Archive.
  2. Filter on a column that identifies the order, such as your customer or reference column.
  3. Read the status of the order. Every status is listed in What each order and inquiry status means.

To make orders from an API or EDI channel wait for a check, ask your admin to switch off Auto approve for that channel. The setting is under Admin settings > Channels.

The order is in To validate with Submit Failed​

Cause: You validated the order, but sending it to your ERP failed or your ERP refused it. The order returned to To validate.

Fix: Follow I validated the order, but it is not in my ERP.

The inquiry status says Failed or Partially Failed​

You see Failed or Partially Failed through the API, or the e-mail in your Microsoft 365 mailbox has the label "HF: Needs attention".

Cause: These inquiry statuses are about sending to your ERP, not about reading. At least one order of the inquiry is Submit Failed.

Fix: In To validate, open the Submit Failed order. Then follow I validated the order, but it is not in my ERP.

"This inquiry was already validated, rejected or sent back for processing. Refresh the list."​

Cause: Someone acted on the inquiry after your list loaded.

Fix: To refresh To validate, click Updated or press R.

Still wrong?​

If the problem persists, contact support at [email protected]. Mention the inquiry id from the Processing list, its Received at time and its Status. For an e-mail that never arrived, mention the sender, the address it was sent to and the time it was sent. What else to send is listed in How to report a problem with an order to support.

See also​

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