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The same order appears twice

  • User
  • Admin

One order appears twice, in Hyperfox or in your ERP. First, find both copies and check where each one is.

Hyperfox does not compare an incoming e-mail with the e-mails it received before. Every e-mail that Hyperfox receives becomes its own inquiry. How one e-mail becomes one inquiry with one or more orders is described in Inquiries, orders and lines.

Two inquiries with the same order in To validate​

To validate has two rows with the same customer, reference and lines, each a separate inquiry.

Cause: Hyperfox received the e-mail twice. The most likely causes are these:

  • The customer sent the e-mail twice, or sent it to two of your addresses.
  • An e-mail rule forwards the e-mail to your forwarding address, and someone forwarded it by hand as well.
  • The e-mail reached two mailboxes that Hyperfox watches on your Microsoft 365 channel, or a watched mailbox that also forwards to your forwarding address.

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 both inquiries and compare them with the e-mail. Keep the inquiry you want to validate.
  2. Reject the other inquiry. Rejecting sends nothing to your ERP and no e-mail to the sender. Hyperfox does not record a reason for a reject.

The full steps are in Reject an order.

For next time, ask your admin to check that each order e-mail reaches Hyperfox one way only. That means one e-mail rule per mailbox, and no forward rule on a mailbox that the Microsoft 365 channel watches. Your admin sets the watched mailboxes in Connect Microsoft 365.

A reply or order confirmation came in as a new order​

To validate has a second inquiry for an order you already handled. Its e-mail is a reply from the customer, or an order confirmation that quotes the order.

Cause: The reply was sent to an address that Hyperfox reads, and nothing marked it as something other than an order.

Fix: Reject acts on the whole inquiry. Every order of the inquiry that is not validated yet becomes Rejected. This cannot be undone. Reject the inquiry of the reply. To keep replies and confirmations out, follow Replies or order confirmations come in as orders.

One mail gave two orders that should be one​

One inquiry has two order tabs with the same order. For example, the e-mail carried the order both as a PDF and as a spreadsheet.

Cause: One e-mail always becomes one inquiry. The AI mapping has a split instruction that your admin manages. That instruction makes Hyperfox split an e-mail into several orders, and here it read the two attachments as two orders. When the mapping does not split, Hyperfox makes one order from the whole e-mail, attachments included.

Fix:

Reject acts on the whole inquiry. Every order of the inquiry that is not validated yet becomes Rejected. This cannot be undone. To drop only one order of a split inquiry, delete that order instead.

  1. Open the inquiry.
  2. Click the tab of the extra order.
  3. Next to New order, click Delete Order 2 (bin). The label contains the number of that order.
  4. Click Delete.
  5. Validate the order you keep.

These steps are also in Handle a split inquiry: add orders, move lines, validate.

For next time, if this happens with every e-mail of this kind, ask your admin to adjust the split instruction of the AI mapping.

One mail with several orders gave only one order​

The e-mail carried several orders, for example one file per order, but the inquiry has one order tab.

Cause: One e-mail always becomes one inquiry. Hyperfox makes one order from it, unless the AI mapping has a split instruction. The split instruction tells Hyperfox where one order ends and the next begins.

Fix:

  • Add the missing orders by hand in the inquiry, or ask the sender to send one e-mail per order.

For next time, if your customers often send several orders in one e-mail, ask your admin to add a split instruction to the AI mapping.

After a Retry the orders look different​

Retry deletes every order of the inquiry, including the changes you saved, and replaces them with a new reading. The new reading can have different values or a different number of orders. Check the new orders against the document before you validate. What to check, and what to do when the orders of both runs show side by side, is in Retry an order so Hyperfox reads it again from the start.

Your ERP holds the order twice, Hyperfox shows it once​

The order has one row in Archive, but your ERP has two copies.

Cause: Hyperfox sent the order twice. The most likely causes are these:

  • Your ERP receives the order through a webhook. Your ERP's answer took longer than 60 seconds or was an error, also from a test environment. Hyperfox then counts the call as failed and sends the order again, up to five attempts. Hyperfox does so even when your ERP did store the first one.
  • An admin clicked Retry on a webhook call in the webhook logs, and your ERP had already stored the order.
  • The order went through an export profile. Someone validated it again after Submit Failed, or your ERP answered an API call slowly or with an error and Hyperfox tried the call again. Both causes are covered in Your ERP received the order twice.

Fix:

  • Delete the extra copy in your ERP.

Ask your admin to open Admin settings > Webhooks and click View Logs. In the logs, your admin checks the calls around the time the order was validated (Timestamp) and their Attempt. View Details shows the order under Payload. More than one attempt means your ERP answered too late or with an error.

For next time, ask whoever built the link to your ERP to make it recognise an order it already received, and to answer within 60 seconds.

Still wrong?​

If the problem persists, contact support at [email protected]. Mention the inquiry id of each copy and the time the order arrived. For an ERP copy, also mention the time you validated it. What else to send is listed in How to report a problem with an order to support.

See also​

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