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            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"
            3. Search for the Purchase Order using the search bar (you can search using the retailer name or the purchase order number).
              1. Alternatively you can filter the list of purchase orders to only include "OnHold" orders using the filter on the bottom of the screen.
               
            1. Double click on the order line to open the Purchase Order Details screen. Once open you should see the "Export Log" button as an option in the top right of screen. Click this now to open the Export Log details popup.

            1. Make sure you scroll to the bottom of the text section to see the most recent entry to the log. 


            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.





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