Why is there an issue placing my order?

Purpose

To explain the flow of status for a sales order.

To outline actions you can take if your orders are not placed automatically into your ERP.

Introducing terms and concepts used in this article

Term	Definition
Enterprise resource platform (ERP)	(ERP), a collection of your critical business operating systems, such as product, stock levels, financial, customers, suppliers and so on that run on the same platform.
Web service	service that allows two disparate systems communicate with each other via a standard messaging system.

More information

Where can I see the status of each sales order?

Important

The Orders screen found in Management Interface is intended for use as an audit trail of orders that were attempted to be placed in your ERP using the Digital Commerce platform. This information should not be used to generate reports on platform usage.

Regardless of how the sales order was created, you can see a full list of all sales orders and their current status in the Order Administration section of Management Interface,

Status flow for each product

A sales order moves through different status depending on how it was created.

For WebShop, the status flow is:

For SalesRep, the status flow is:

For PocketShop, the status flow is:

If an error occurs, a status of Error is applied to the order.

What is the meaning of each status?

WebShop

Status	Likely meaning	What can I do?
Unconfirmed	The customer has chosen to pay by PayPal or Credit Card, and are redirected to the merchant's payment gateway to process the payment. The order is created in Management Interface before the payment transaction is complete. The order has not placed in the merchant's ERP.	The order moves to Confirmed if payment is successful. Otherwise, it moves to Error. The reason why the order has not been placed in the merchant's ERP may not be apparent, but its status is moved to Error. Occasionally, the order has been placed successfully, but the ERP has not sent a success message back to Digital Commerce Platform via the web services within 180 seconds and the order's status is set to Error. In this event, contact us and your ERP provider for verification and advice.
Confirmed	The customer's chosen order method has been confirmed, and response details have been recorded. Where a payment gateway is used, this status means that the order has been paid.
Queued	The order is waiting to be processed by your ERP.
Submitted	The order has been successfully added to your ERP.
Error	There is a problem placing the order.	Open the order and click Resubmit. If successful, the order's status moves through Confirmed, Queued and Submitted. This suggests an intermittent problem either with the ERP or with the web services when the order was first placed. If it returns as Error again, contact Customer Support for advice.

SalesRep

Status	Likely meaning	What can I do?
SalesRep Queued	The order is waiting to be processed by your ERP.
Unconfirmed	The order is created in Management Interface before order processing is complete. The order has not placed in the merchant's ERP.	The order moves to once order has been processed successfully. Otherwise, it moves to Error. The reason why the order has not been placed in the merchant's ERP may not be apparent, but its status is moved to Error. Occasionally, the order has been placed successfully, but the ERP has not sent a success message back to Digital Commerce Platform via the web services within 180 seconds and the order's status is set to Error. In this event, contact us and your ERP provider for verification and advice.
Confirmed	The customer's chosen order method has been confirmed, and response details have been recorded.
Submitted	The order has been successfully added to your ERP.
Error	There is a problem placing the order.	Open the order and click Resubmit. If successful, the order's status moves through Confirmed, Queued and Submitted. This suggests an intermittent problem either with the ERP or with the web services when the order was first placed. If it returns as Error again, contact Customer Support for advice.

Key points

Your sales order moves through a number of status before it has been placed in your ERP.
If it has a status of Error, there was an issue placing the order. Resubmit the order, and if the error remains, contact Customer Support for help.