TrueCommerce Errors and How to Resolve Them

Item Not in NetSuite/Mapping Error

When a customer places an order via EDI, they enter the items using the UPC code. If this is entered incorrectly, it will generate a mapping error in True Commerce. To resolve this issue, we should add the item to their catalog using the steps below.

The description for mapping errors will say, “Sales Order Item Line X: Item with Internal Id ‘XXXXX’ could not be found in NetSuite.”

How to resolve:

Confirming the trading partner catalog that item needs to be added to

1. Copy PO # from Integration Activity
2. From Menu bar select Transaction Manager>Transactions>Inbox
3. Ctrl+F>paste PO#>search
4. The Trading Partner name will be listed in the first column

Adding an item to trading partner catalog

1. Copy the Internal Id listed in the error description
2. paste into NS to confirm we carry the item
3. If its in NS
   1. open up the Inventory Item page
   2. From the Menu select Transaction Manager > Transactions > select the Magnifying glass at the top right of the page
   3. enter the PO # in the Doc Number/Alt Doc Number box
   4. select the Magnifying glass again right above that box
      • it should now populate the correct line
   5. double click the line to open the order details
   6. select the Items tab
   7. copy and paste the model number into the ctrl + F window
   8. confirm the Description of the item matches what you found in NetSuite
      • If it does not match, get with Ansley to figure out what is going on
      • If it does match (you are confident it’s the correct item), complete the following steps:
        • Before leaving the Inbox screen, take note of the data in the Trading Partner column > notate that in the Notes section of the TC Error Log
        • Hamburger > Transaction Manager > Trading Partners > select the partner listed on the order in the Inbox screen
        • Select the Translations drop down > Item Catalog > copy and paste the UPC or the model # from NS into the ctrl + F window > copy the Internal ID from NS > click into the Item Translation column in TC > paste the Internal ID > hit Save and wait for confirmation message across bottom of screen
        • Hamburger > Transaction Manager > Transactions > ctrl + F > paste PO number in find window > select the line > select the Export button at the top of the screen > paste the PO # into NS to ensure it made it into our system (should be in within 30 seconds)
4. If its not in NS
   1. copy the PO # 
   2. From the Menu select Transaction Manager > Transactions > select the Magnifying glass at the top right of the page
   3. enter the PO # in the Doc Number/Alt Doc Number box
   4. select the Magnifying glass again right above that box
      • it should now populate the correct line
   5. double click on the line to open up the order details
   6. select the Items tab
   7. figure out what they are trying to order, confirm it’s a Brand we carry, Google it to ensure it’s a real item > if it’s a Brand we stock and a real item, email purchasing@tigris-fp.com to ask them to add it to NS
   8. If its DirectBuy, take no further action until the item is added in NS.  Then follow the steps listed below to add the item in TC and push it to NS. 
   9. If its Hajoca, ensure you reach out to the customer and let them know we are adding the item, but its not in stock and won’t ship today; provide a standard lead time. 

Possible Duplicate Orders 

The description for possible duplicate orders will say “Transaction Purchase Order ‘XXXXXXX’ is already created in NetSuite for Store Code ‘XXXX’.”

What does this look like?

Checking if order is a duplicate:

1. Open order in NS
2. Review order details
   1. Items
   2. Quantities
   3. Shipping address
   4. Date
3. Copy PO# from NetSuite
4. In TrueCommerce Menu select Transaction Manager>Transactions
5. Paste PO# in Quicksearch field in top right corner
6. Double click line to open order
7. Compare order details with existing order in NetSuite
   1. Items tab
   2. Addresses>Ship To
   3. Main>PO Date

How to resolve:

1. If the orders are not identical
   1. Manually enter order to reflect what is shown in TrueCommerce
   2. Return to Transactions>Inbox
   3. Select Order line
   4. From menu bar select Options>Move to Received
2. If orders are identical
   1. Return to Transactions>Inbox
   2. Select Order line
   3. From menu bar select Options>Move to Received