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Quantities, units or lines are read wrong

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  • Admin

The lines of an order in To validate do not match the document. Correct the lines and validate.

How quantities and units are read and converted explains how Hyperfox reads the quantity and the unit. To correct lines, follow Fix order lines: item, quantity and unit.

The line has the wrong unit: boxes became pieces, or a pallet became a box​

Three causes give the line a different unit from the document:

  • A Codex entry.
  • A unit missing from the item's units.
  • A customer's unit word that is not recognised.

Each cause and its fix are on The unit is wrong: boxes became pieces, or a pallet became a box.

The document gives two units or two quantities for one line​

If one line names two packagings, such as a pallet of 48 boxes, the line can take the unit and the quantity from different packagings. The fix is in The document gives two units or two quantities for one line.

The quantity comes from the wrong column​

The line shows the weight, the stock on hand, the package size or another number from the document instead of the quantity ordered.

Cause: The document has several number columns, and nothing tells Hyperfox which one holds the quantity ordered. A hidden column is not the cause. Since the release of 30 September 2026, Hyperfox skips hidden rows, columns and sheets of an Excel file, except in the old .xls format.

Fix:

  • Correct the quantity on the line and validate the order.

For next time, ask your admin to add to the instruction on the quantity field which column holds the quantity ordered on these documents. The instruction also names the columns to leave aside. Example: "The quantity is the column 'Aantal'. Never take 'Voorraad' or 'Gewicht'." Steer how the AI reads a field has example instructions.

Codex does not learn quantities. The corrections it learns are listed in Which corrections become an entry.

A dash, a slash or an empty cell became a quantity, or the decimal separator is read inconsistently​

Cause: Hyperfox copies values exactly as the document writes them. Nothing tells it what a dash, a slash or an empty cell means for this customer. Nothing tells it whether "1.000" is one thousand or one, either.

Fix:

For next time, ask your admin to say in the instruction on the quantity field what a dash or an empty cell means. The instruction also names the decimal separator the customer uses. Example: "This customer writes 1.000 for one thousand." If such a row must not become a line at all, the instruction goes on the field that holds the lines. Codex does not learn quantities.

Deposit, empties or pallet-deposit lines appear, or real lines disappear​

Cause: On the document, deposit rows look like order lines, and nothing in the instruction on the line field says they are not. An instruction that describes deposit with a general word, such as "pallets", also fits real lines that use that word.

Fix:

For next time, ask your admin to describe in the instruction on the field that holds the lines which rows are order lines. Example: "Deposit, empties and pallet deposit are not order lines. Leave them out." The instruction names deposit by its code or exact description, not by a word that real lines use too.

For next time, if the deposit lines must stay, ask your admin to add a warning rule so that your operators check them. The rule goes under Warnings on the field in the AI mapping. The operator then sees its message on the validation screen. A warning never blocks Validate.

Remark or description rows became lines, or the first or last line is missing​

Cause: In most cases, the layout of the document does not make clear which rows are order lines. Examples are a description on a row of its own, a line that continues on the next page, or a totals row that repeats lines.

Fix:

For next time, ask your admin to describe in the instruction on the field that holds the lines what a line looks like. Example: "Every line has an article code and a quantity. A row with only text belongs to the line above it. Ignore the totals row."

The order has fewer lines than a long or multi-page document​

Lines from a later page, from the end or from the middle of a long document are missing on the order. The fix is in Lines are missing from a long or multi-page document.

A spreadsheet row is missing, or its quantity is wrong, because the quantity is not a plain number​

A quantity such as "1 PAL", "PAL 1", a word or an empty cell can drop the row or give the line a different quantity. A spreadsheet row is missing because its quantity is not a plain number or is empty has the fix.

Several articles in one spreadsheet row, or in one cell on separate lines, became one line​

On a spreadsheet of a stock order, every row becomes at most one line. To get one line per article, follow Several articles in one row, or in one cell on separate lines, became one line.

A line that is not on the document​

The order has a line, or an extra item, that the customer did not order.

Cause: Hyperfox reads the subject and body of the e-mail, the earlier e-mails quoted in it, and every attachment in a format it reads. A line can come from an earlier order quoted under the e-mail, or from a second table, such as a previous order or an overview. A line can also come from a mark in a quantity cell, because a tick or a single stroke counts as quantity 1. How Hyperfox reads and fills in an order, step by step lists what Hyperfox reads.

Fix:

  1. On a PDF, click AI highlights.
  2. Point to the line to see which row of the document it came from.
  3. Delete the line. If the line is on the document but has the wrong item, keep it and correct the item.
  4. If no row of the document matches the line, report it to support with the inquiry id and the line.

For next time, ask your admin to change the instruction on the field that holds the lines. The instruction then says which part of the e-mail is the order. Example: "Take the lines from the latest mail only. Ignore earlier orders quoted below it." Another example: "Ignore the table 'Previous order'."

The same line appears twice, or every line is doubled​

The order has the same item with the same quantity on two or more lines (double lines), while the document has it once.

Cause: Hyperfox read the same lines from two places. Examples are an order attached both as a PDF and as a spreadsheet, or a sheet with an overview table next to the detail table. A totals block that repeats the lines is another example. On a spreadsheet of a stock order, Hyperfox's own instructions say to take each set of lines once, but it can still read both. Retry does not add to the lines you had. Retry deletes every order of the inquiry, including the changes you saved, and replaces them with a new reading. Nothing on the validation screen flags two lines with the same item.

Fix:

  1. Select the extra lines.
  2. In the selection bar, click Delete. Fix order lines: item, quantity and unit covers changing several lines at once.
  3. Compare the Total row with the document. The steps are in Check the totals.
  4. If the document holds the lines once, in one attachment and one table, report it to support. Send the inquiry id and the doubled lines.

For next time, ask your admin to name in the instruction on the field that holds the lines where the lines are. Example: "Take the lines from the Excel attachment only." Another example: "Ignore the overview table." If Hyperfox read the wrong attachment, follow The CSV and the PDF disagree, or the wrong attachment was read.

A quantity differs from what the Excel file shows​

The cell in Excel shows 10, and the order says 10.08, or the reverse.

Cause: From an .xlsx, .xlsm or .ods file, Hyperfox reads every number as Excel shows it with the cell's number format. A cell that holds 10.08 but shows 10 is read as 10. From a formula, it reads the result saved in the file, never the formula.

Two cases still differ from the screen. Hyperfox reads a file in the old .xls format as stored, with every decimal. It also reads a cell as stored if its format sets no number of decimals, such as General, a percentage or a fraction. A CSV file has no format, so Hyperfox reads the number as the file writes it.

Fix:

  1. Correct the quantity on the line.
  2. If an .xlsx cell has a number format with a fixed number of decimals, report it to support. Send the inquiry id, the file and the cell.

When Hyperfox sends the order, it rounds a line that it converts to the base unit up to a whole number. A line already in the base unit keeps its fraction. The rounding on sending is explained in How quantities and units are read and converted.

For next time, ask the customer to send .xlsx files instead of .xls. Also ask the customer to give the quantity column a number format with the decimals they mean.

Handwritten quantities are read wrong​

On a handwritten order, a filled-in order form, a scan or a photo, a quantity is read as a different number. For example, 18 becomes 48. A mark can also be read as a quantity.

Cause: Hyperfox reads handwriting from an image of the page, and digits that look alike can be confused. Before it reads a scanned PDF or a photographed page with handwriting, Hyperfox has the page transcribed with a closer look at every table. It then takes the digits from that transcript. A tick or a single stroke in a quantity cell counts as 1, and "3x" as 3. Hyperfox reads a scanned PDF of more than ten pages without that closer look.

Fix:

  1. In the source pane, click Zoom in to read the figures.
  2. Compare every quantity with the document.
  3. Correct the quantities.
  4. Delete the lines that come from a mark instead of an order.
  5. Compare the Total row with the document. Check the totals gives the steps.
  6. If a clearly written figure is misread, report it to support with the inquiry id and the line.

For next time, ask customers who order often to type their orders or to send the order form as a spreadsheet. No instruction makes handwriting easier to read. If a customer marks quantities in a way of their own, ask your admin to describe it in the instruction on the quantity field. Example: "A circled number is the quantity."

The CSV and the PDF disagree, or the wrong attachment was read​

Cause: The e-mail carries more than one attachment with order data, and Hyperfox reads every attachment in a format it can read. The formats are listed in Which attachments Hyperfox reads.

Fix:

  1. Compare the lines with the attachment that is right.
  2. Correct the lines that differ.

For next time, if this customer always sends the order twice, ask your admin to change the instruction on the field that holds the lines. The instruction then names the attachment that holds the lines. Example: "Take the lines from the CSV attachment only."

A quantity with a fraction, or a quantity taken from a weight in the item name​

Cause: Hyperfox took a figure from the item name, such as "500 g" or "450st", as the quantity or as part of it. If Hyperfox converts the line to the base unit on sending, it rounds up to a whole number. A line already in the base unit keeps its fraction. How quantities and units are read and converted shows what Hyperfox sends.

Fix:

For next time, if the figure in the item name keeps becoming the quantity, ask your admin to change the instruction on the quantity field. The instruction then says that the figure in the description is not the quantity. If the unit of the item is wrong, fix your reference data. The unit check: why boxes can become pieces explains how the item's units affect the line.

The order came in as a voice message and is incomplete or misheard​

Lines are missing, or an item or a quantity on the order is not what the customer said.

Cause: Hyperfox does not read the audio of a voice message. It turns the audio into text and reads only that text. A word that the transcription misheard or left out is therefore wrong or missing on the order too. How Hyperfox handles voice messages is described in Which e-mails and attachments Hyperfox picks up.

Fix:

  1. In the source pane, click the chip of the voice message.
  2. Play the voice message.
  3. Compare what you hear with the text in the transcription card.
  4. Add, delete or correct the lines from what you heard.

For next time, if the transcription keeps misreading words, ask your admin to have support set a fixed transcription language in your AI mapping. This works only when your customers' voice messages are always in one language.

Still wrong?​

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

See also​

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