2 Replies Latest reply: Oct 16, 2013 2:24 AM by JimBluesky RSS

    Missing Order records

    JimBluesky Community Member
    JimBluesky Oct 7, 2013 2:56 AM

      Hi

       

      Client is missing order details on the CRM system following succesful online purchases.

       

      In the first instance, an order was placed for two items.  Order was created successfully, one item was dispatched immediately and when the second was available, the order details were missing. Could still process the deilvery based on the original emails generated.

       

      In second instance, on 4th Oct 2013, an order was placed, payment emails and workflow notifications were received but no order was set up. Again payment emails received and workflow notifications were received, but no details of order on system.  This customer has ordered before and these orders can be seen.

       

      Any ideas as to why these orders have gone missing?

       

      Jim

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        • 1. Re: Missing Order records
          Liam Dilley CommunityMVP
          Liam Dilley Oct 7, 2013 4:17 AM (in response to JimBluesky)

          Hi Jim,

          The first situation is the clue. The client is doing something to the order to delete it rather then keeping it active to handle shipping two items. There is no split order ability in BC so how they are doing it is incorect.

           

          Second issue I am not sure but one thing you need to know is if something like payment fails or after a period of time a cart is abonded and order is removed by the system. An order is made when items are added to a cart. An Order is not a final state, an order is an occurence of items into a cart. A full order has an invoice generated.

           

          I would also check the registration buy form for errors just in case but check with the client on what they are doing with these things.

          • 2. Re: Missing Order records
            JimBluesky Community Member
            JimBluesky Oct 16, 2013 2:24 AM (in response to Liam Dilley)

            Hi Liam

            It turned out that both orders had been entered by the client with incorrect or missing email addresses or spelling mistakes in the customer name.

            This resulted in two versions of customer records for both orders,

            In case 1, the customer record associated with the order did not have a valid email address.  I deleted the original customer record, which did not have any orders associated with it, and corrected the email address on the 2nd customer record and the order was then successfully viewed / reported on.

            In the second case, there were two customer records with different versions of the customer name. The customer records which had the missing order associated somehow did not have an email address so I added the email address and then the order was sucessfully viewed.

             

            Before I corrected the records, both of the missing orders could be viewed by following the link on the workflow notifications although they were not visible on the enquiry screens or reports. This was how I tracked down what had happened.