Troubleshooting - MYOB AR Purchase Order "OnHold" Reasons

Troubleshooting - MYOB AR Purchase Order "OnHold" Reasons

Inzant strongly recommends having error logging emails turned on, so that if either a Retailer or Purchase Order transfer into MYOB fails you get notified immediately. Here is a guide on enabling and configuring logging emails.

If a Purchase Order drops onto OnHold an Error message should both be emailed to you, and stored on the "Export Log" screen on the Purchase Order detail screen. Here are some basic steps to login and see the error message in the system. We've also included below a list of common errors with reasons and resolutions.

Finding the Order Error

  1. Login to your Inzant Sales admin system
  2. Click on the "Orders" sidebar menu option, and click on "Purchase Orders"
This will display the Purchase Order Search screen.

If you can immediately see the Purchase Order that is in the On Hold state then
  1. click the Edit Icon (Pencil) in the Actions Column to open the order 
If you cannot easily find the problem Order, you can use the quick filter 
  1. Click Quick Filters
  2. Click Purchase Orders On Hold
This will filter the list so it is easier to find the problem Order
  1. click the Edit Icon (Pencil) in the Actions Column to open the order 



This will open the Purchase Order Detail screen.

To see the Log of the Exports to MYOB,
  1. Click the More Button
  2. Click View Export Log


This will display a full listing of all the MYOB Export attempts and any issues that may have occurred.




Error Descriptions & Resolutions

Here are a list of some of the common errors that you might see, and how to resolve them. If you find an error in the export log/in the email sent to you thats not listed below feel free to get in touch with Inzant Support.

Error:             Product (your_product_code) - [your_product_name]: is inactive in MYOB using Manufacturer Code 'your_product_code'
Reason:        This product on the order is inactive in MYOB. 
Resolution:   To get this order to write through to MYOB you will need to either a) reactivate the item in MYOB, then resubmit the order, or b) mark the item "Not for Export" in Inzant, and then resubmit the Purchase Order. Here is a guide on resubmitting the Purchase Order.




Error:             Error Looking up Customer - Encountered a validation error, Warning, error messages have not been finalised in this release and may change, (0) OData Query Error - Please check your OData query: Syntax error at position 25 in 'CompanyName eq 'Your_Customer_Name''. -  not found in MYOB using Name 'Your_Customer_Name'
Reason:        This means the customer in Inzant doesn't match any customer in Inzant.
Resolution:   You need to modify the data in either system to ensure a solid match exists so the order can transfer through. Check the linking method you are using on the integration to determine how to resolve the issue;
  1. If you are using "Retailer Account Number -> MYOB Card ID", make sure both the Retailers Account Number and the MYOB CardID (Display ID) match exactly.
  2. If you are using "Supplier Account Number -> MYOB Card ID", make sure both the Supplier / pricelist account number and the MYOB CardID (Display ID) match exactly.
  3. If you are using "Inzant Link Number -> MYOB InternalID" your system is likely configured to Write retailer information back into MYOB - so you should not see this error often - if at all. Seeing this error would suggest the retailer is either a duplicate or has been created with insufficient information to create a customer in MYOB. Contact Inzant Sales support for assistance if you cannot easily determine the issue.




Error:             Error Looking up Customer - Unrecognised Guid format. not found in MYOB using UID ''
Reason:        This means the customer in Inzant doesn't match any customer in Inzant.
Resolution:   You need to modify the data in either system to ensure a solid match exists so the order can transfer through. Check the linking method you are using on the integration to determine how to resolve the issue;
  1. If you are using "Retailer Account Number -> MYOB Card ID", make sure both the Retailers Account Number and the MYOB CardID (Display ID) match exactly.
  2. If you are using "Supplier Account Number -> MYOB Card ID", make sure both the Supplier / pricelist account number and the MYOB CardID (Display ID) match exactly.
  3. If you are using "Inzant Link Number -> MYOB InternalID" your system is likely configured to Write retailer information back into MYOB - so you should not see this error often - if at all. Seeing this error would suggest the retailer is either a duplicate or has been created with insufficient information to create a customer in MYOB. Contact Inzant Sales support for assistance if you cannot easily determine the issue.




Error:             Notes item code not found
Reason:        There is no corresponding Notes item in MYOB for Inzant to write Order / Line notes onto Orders with.
Resolution:   Create a new item in MYOB that is inventoried and saleable, and has a Name and Item Number of "Notes". After this has been created try resubmitting the order.



Error:             Encountered a communication error (https://api.myob.com/accountright) in MYOB using Manufacturer Code '{your_product_code}'
Reason:        A generic communication error has occurred when trying to write in an Order.
Resolution:   Try resubmitting the Purchase Order to see if it pushes through to MYOB. If you continue to receive the error we'd recommend Reconnecting the integration to MYOB to refresh the token. After reconnecting try and resubmit the Purchase order again. If you receive the same error again contact Inzant Support for assistance.



Error:             Error Encountered a validation error, Warning, error messages have not been finalised in this release and may change, (37003) LineTotalUnbalanced - The line total is unbalanced - Lines[0]
Reason:        This is an issue with the discount calculations pushing through on the line items.
Resolution:   Contact Inzant Sales support to discuss.





    • Related Articles

    • MYOB AccountRight Live Integration Overview

      Inzant's latest integration with the latest MYOB AccountRight accounting software is better than ever, with all sync tasks being automated and happening either instantly or on a scheduled basis. Another huge plus is that the integration is configured ...
    • Configuring MYOB AccountRight Integration

      Hint: to view any of the images in this guide in more detail you can click on it for a more detailed version. To close the image popup you can click the cross in the top right of screen. Opening the Integration To modify an existing MYOB AccountRight ...
    • Common MYOB Error Codes

      We've compiled a list of the more common errors you'll see when syncing orders into MYOB using the EDI Client below, with a suggested action for each error as well. Products Error Description Appropriate Action Product Not Found This essentially ...
    • Reconnecting to your MYOB AccountRight

      Hint: to view any of the images in this guide in more detail you can click on it for a more detailed version. To close the image popup you can click the cross in the top right of screen. Inzant Sales connects to MYOB automatically by storing an ...
    • Creating a new MYOB AccountRight integration in Inzant Sales

      To create a new MYOB AccountRight Integration in Inzant Sales you'll first need to navigate to the Integration screen. Do this by clicking "Integration" in the sidebar menu. Now click on the "New Integration" button in the top right corner of the ...
    • Popular Articles

    • Home Screen and Navigating the System

      The Home Screen The home screen is the start up screen for the App. It contains links to all the other major screens and provides some KPI information and access to your schedule. In this article we will discuss all the links so you can navigate ...
    • Setting a Retailer to have Website access from the Management Portal

      To enable customers access to the B2B Portal or Website, you need to allow the Contact on a Retailer to have access. After logging into the Inzant Sales Management Portal you'll need to navigate to the Contact or Retailer in question. Finding a ...
    • Inzant Website CMS User Manual

      The latest version (currently version 1.4) of the CMS User Manual is attached, which you can download and use as required.
    • Creating Hyperlinks

      There are two main areas within the CMS that hyperlinks can be created; In a specific content zone provided by a widget. In the CK Editor content entry zone. Both zones offer the same 3 basic link types, Internal URLs, External URLs and Mailto ...
    • Initialising & Resyncing the Inzant Sales App

      If you need to reload your database the process is quite straight forward. Please be mindful that performing the below process will erase ALL information within Inzant Sales on the device, so please check and make sure all incomplete orders or quotes ...
    • Recent Articles

    • Adding a Favourites List to a Retailer

      In this video, I will show you how to add a favourites list to a retailer. I will guide you through the steps, including selecting the retailer, navigating to the favourites section, and adding a list. I will also explain how to choose the contact ...
    • Accessing and Managing Favourites Lists

      In this video, I will show you how to access and manage your favourites lists on our platform. I will guide you through the steps to access your favourites list, apply filters, and view specific categories. Additionally, I will demonstrate how to add ...
    • Creating Bespoke Favorites Lists for a Contact

      In this video, I will show you how to create a bespoke favorites list for a specific contact. Sometimes, certain contacts may have unique preferences, and it's important to cater to their needs. I will guide you through the process of selecting the ...
    • Changing the Order of Favorites Lists

      In this video, I will show you how to easily change the order of your favorites list on both the website and the iPad. By simply dragging and dropping, you can customize the order to your preference. No action is required from you, this is just a ...
    • How to Create and Manage Favourites List on iPhone

      In this video, I will show you how to create and manage a favourites list on your iPhone. You can access, edit, and add items to your favourites list directly from the iPhone app. I will guide you through the steps of adding a favourites list, adding ...