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Find an order and check where it is

  • User
  • Admin

Find an order when a customer says they sent it and you do not know whether it arrived. Look in the three order lists in the sequence an order passes through them. The list and the status show where the order is. If you are new to that path, read How an order reaches your ERP first.

Check before you start​

  • Know something that identifies the order: the customer, a reference on the order, or the day it was sent.

Look in the three lists​

The lists have no search box. You filter on their columns, which your admin sets up. Your admin can add or change a column.

  1. Click Processing. Processing shows the inquiries Hyperfox is reading now. Received at shows when each one arrived.
  2. If the order is not in Processing, click To validate.
  3. Click Filters.
  4. Under Filter a field, choose a column.
  5. Fill in the value:
    • On a text column, such as the customer or a reference, type part of the value. The filter keeps every row that contains it.
    • On a date column, choose the dates under From and To.
    • On the status column, select one or more statuses.
  6. Click Apply. The list shows the matching inquiries, one row per inquiry. When a column shows Multiple, click it to show one row per order.
  7. If the order is not in To validate, click Archive.
  8. Set the same filter. Each list keeps its own filters.

Read the status:

  1. Click the row of the inquiry.
  2. Read the status badge of each order. In To validate, an order is Pending Validation, Saved or Submit Failed. In Archive, an order is Validated, Submitted, Completed or Rejected.

In Processing, you can filter on Status only. To see the e-mail and its attachments, click a row. An inquiry that stays in Processing has its causes and fixes on An order stays in Processing or never reaches To validate.

If the order is in none of the three lists, Hyperfox has no inquiry for it. Check the channel with the checks in An order e-mail isn't picked up.

Each status is explained in What each order and inquiry status means, and each control in Filters, sorting and page size.

To validate shows who has an inquiry open right now, under Open by a colleague. To find out who validated or rejected an order, ask your admin for a column that shows the user.

The lists cannot be filtered on the sender of the e-mail or on a mailbox. The other limits are listed in What the lists do not do.

Check whether the order reached your ERP​

If you validated an order and your ERP does not show it, follow the steps above to show the order. Then read its status badge. I validated the order, but it is not in my ERP gives what each status means and what to do.

Find the inquiry id for support​

Support finds an inquiry by its id. Copy the id from the Id column in Processing, or from the address in your browser when the inquiry is open. Where to find the id and what else to send are in How to report a problem with an order to support.

See what Hyperfox sent to your ERP​

Hyperfox does not show the file it sent to your ERP, such as an XML file. You cannot download the file. Your admin sees, per order, where the order went and whether the export failed. Your admin opens Admin settings > Export Profiles, clicks View Runs on the profile and then View Details on the run of the order. Run Details shows the Request URL Hyperfox sent to, or the path of the file Hyperfox wrote. For a failed run, it shows the Error. Export Output shows no file.

View Runs keeps runs for 30 days. Every field is described under Run Details.

If your organisation receives orders through a webhook, ask your admin for the Payload in Webhook Call Details. Webhook Call Details lists what that screen shows.

For a copy of the file itself, ask your ERP team, which received the file. You can also write to support at [email protected] with the inquiry id. How to report a problem with an order to support lists what to send.

Add or change a column​

Your admin sets which columns To validate and Archive show, and which field each column reads. The steps are in Change the columns and fields of the order screens. A column named after the customer can show the customer who ordered, the customer who pays or the customer the goods go to. The field the column reads sets which customer it shows. Ask your admin to add a column, such as your customer reference, or to change which customer a column shows. The lists cannot be exported to a file.

If your export profile reads the order number that your ERP returns, that number can also be a column. Your admin sets this in External ID path on the export profile, under Admin settings > Export Profiles. The field is listed on Export Profiles.

See who validated or rejected an order​

On every order, Hyperfox records the user who validated it. When a user rejects an inquiry, Hyperfox records that user in the same field, so one column shows both. If the order was validated or rejected without a signed-in user, the field stays empty.

Ask your admin to add a column for that user to Archive. To see who validated a Submit Failed order, also ask for the column in To validate. Your admin chooses the relationship to the user and, under Select column, the user's first name, last name or e-mail. Your admin follows the steps in Add a column to To validate and Archive. If no relationship to the user is available, your admin asks support to add it.

  1. In Archive, filter the list on the order.
  2. Read the column. On a Validated, Submitted, Completed or Submit Failed order, the column names who validated the order. On a Rejected order, the column names who rejected it.

To filter a list, follow the steps in Look in the three lists.

See also​

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