Skip to main content

The customer or delivery address is read wrong

  • User
  • Admin

The customer, the accounting customer or the delivery address on an order in To validate is empty or wrong. Choose the right record in the field and validate.

How customers and delivery addresses are matched explains why this happens. To add a record that is missing, follow Add a missing customer, address or item while validating. To fix the customer reference or the note, correct the reference or the note. To fix a date, correct the delivery date or issue date.

The customer is empty: the field says it is required​

Cause: Hyperfox found no customer that fits the text on the document well enough. The most likely causes are these:

  • The customer is not in your reference data, for example a new customer your ERP has not sent to Hyperfox yet.
  • The customer number on the document is in a column of your customer list that Hyperfox does not search.
  • The document carries only a name, and that name differs too much from the name in your list.

Fix:

  1. Click the customer field.
  2. Type the customer number from the document, then part of the name.
  3. If the customer appears, choose it. Hyperfox missed the customer because of the number or the column.
  4. If the customer does not appear, add it to your reference data. The customer is not in your reference data yet. You can add it while you validate.

You can also ask whoever maintains your reference data to add the customer. If your reference data comes from your ERP, check why the customer is missing there.

For next time, if the number is always in a column Hyperfox does not search, ask your admin to make that column searchable.

Choosing a customer on an empty field creates no Codex entry. Hyperfox does record the choice, and applies it to the next document with exactly the same text. How customers and delivery addresses are matched describes how Hyperfox reuses these choices.

A similar customer is chosen​

The order has a customer, but the wrong one. It can be another branch of the same group or a customer with almost the same name. It can also be the party that pays instead of the party that orders.

Cause: The document carries no customer number Hyperfox could find, so it compared names, and a different record fitted as well. The document can also name several parties, and Hyperfox took the wrong one.

Fix:

  • Choose the right customer and validate. Hyperfox records a Codex entry for this text. The next document with a similar text gets the customer you chose. How Codex learns from your corrections describes which orders an entry counts for.

If the two records share the same customer number, ask whoever maintains your reference data to make the numbers unique. Hyperfox cannot distinguish two records that share one number.

For next time, if Hyperfox keeps taking the wrong party, ask your admin to change the instruction on the customer field. The instruction then says where the customer is. Example: "the customer is the party under Sold-to, not the party under Invoice to".

Your own company is chosen as the customer​

Cause: The document names your company as the supplier, and Hyperfox read that party as the customer.

Fix:

  • Choose the right customer and validate. The Codex entry that Hyperfox records applies to every later order with a similar text.

For next time, if this happens again on documents of the same kind, ask your admin to change the instruction on the customer field. The instruction then says that your own company is never the customer.

The delivery address is empty, or the list shows only some addresses​

Cause: The address picker is filtered on the customer of the order and shows only that customer's addresses. The address you expect belongs to a different customer or is not in your reference data. The customer field can also still be empty. The picker then shows that you need to choose the customer first.

Fix:

  1. Fill in the customer first.
  2. Open the address picker. The highlighted row names the field the picker is filtered on. The row stays highlighted while the filter is on.
  3. Search for the address.
  4. If the address is not there, click the highlighted row, or press Ctrl ⇧ F (Ctrl Shift F on Windows). The filter switches off and the picker searches every address. A row with a lock cannot be switched off, because the filter is always on in your environment.
  5. If the picker does not show the address at all, add it while you validate.

If the address belongs to a different customer from the one on the order, check the customer first. The customer on the order can be wrong; if it is, choose the right customer.

Hyperfox chose another delivery address, or none, although the document shows it​

The document shows where to deliver, the ship-to address, but the order has a different address of the customer, or none.

Cause: In most environments, Hyperfox matches the delivery address only among the addresses of the customer on the order. It finds no address if the customer on the order is wrong. It also finds none if the address is not one of that customer's addresses in your reference data. The same happens if the address is written too differently from the record, for example a site name instead of the street.

Hyperfox takes a different address if the instruction on the delivery address field points elsewhere on the document, such as to the invoice address. It also takes a different address if the document shows several addresses without an instruction on which one counts. An example is a pickup order. The parties linked to a customer are described in Bill-to, payer and ship-to linked to the customer.

Fix:

  1. Check the customer against the document.
  2. If the customer is wrong, correct it first.
  3. Open the address picker, search for the address from the document and choose it.
  4. If the address is not in the picker, add it from the picker.
  5. Validate the order. If you replaced the matched address and kept the customer, Hyperfox records a Codex entry for this customer. If you also changed the customer, Hyperfox records only the customer.

For next time, if the wrong address keeps returning, ask your admin to say in the instruction on the delivery address field which address counts. Example: "The delivery address is the address under 'Leveradres'. On a pickup order, take the invoice address." Steer how the AI reads a field has more example instructions.

"Several options are possible. Check the selection."​

Cause: The customer on the order has more than one address that fits, and Hyperfox matched one of them.

Fix:

  1. Compare the address on the order with the document.
  2. If the address differs, choose the right one.
  3. Validate the order. Validating records a Codex entry for this customer.

The accounting customer is empty although the customer is filled​

Cause: Hyperfox fills the accounting customer from the document and does not derive it from the customer. If the document names no party that pays, the field stays empty. The field stays empty even if the customer has only one bill-to or payer in your reference data. How bill-to and payer relate to the customer is described in Bill-to, payer and ship-to linked to the customer.

Fix:

  • Choose the accounting customer and validate.

For next time, if these documents never name a payer, ask your admin to say in the instruction on the accounting customer field where to take the payer from, for example the customer itself. Example instructions are in Steer how the AI reads a field.

The wrong number became the customer reference​

The customer reference is wrong, or the note is translated has the fixes for a wrong number, two numbers to join, a missing reference and a reference that is too long for your ERP.

The delivery date is empty or wrong​

The fixes for an empty or past delivery date, swapped day and month, a wrong time and the issue date are in The delivery date or issue date is wrong or empty.

The note is translated, or carries the sender's standard text​

The fix is on the customer reference page, under The note is translated, or carries the sender's standard text.

The same wrong customer comes back after I corrected it​

Cause: Hyperfox records a correction only when you click Validate, not when you click Save. It also records it only if Codex is switched on for your environment. The entry applies when Hyperfox reads a similar text. A document that names the customer differently is not covered.

Fix:

  1. Click Codex.
  2. Check whether the entry for the customer field exists and is Active. To find the entry, review the corrections Codex learned.
  3. If the entry exists, open the new order.
  4. Compare the text Hyperfox read with the text in the entry.
  5. If the texts differ, correct the order and validate again. Hyperfox records a second entry for the new text.
  6. If no entry exists, validate the corrected order instead of saving it.

You can also ask support whether Codex is switched on for your environment. Admins can see which entries Hyperfox used on an order under Developer tools > Codex on the validation screen.

After I created a record, Save says the field is required​

Cause: The form for a new record in that list has no field for the number or code that links the record to the order. Hyperfox therefore cannot link the record you created, even though the picker shows it.

Fix:

  1. In Reference data, add the record with its number or code. Add, edit and delete reference data records walks through adding a record.
  2. Choose the record in the field.

For next time, ask your admin to add that field to the form of the list.

Still wrong?​

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

See also​

Last updated on