Overview

Occasionally, users may encounter issues when creating, saving, or updating orders in OmniPoint Order Management. This guide outlines the most common order-related errors, their causes, and how to resolve them.

Shipping Grid Rate Error

Symptoms: You receive an error after clicking Submit or Convert to Order indicating a missing or invalid shipping rate.

Causes:

• Shipping method not properly configured in the selected warehouse.
• Required dimensions, weight, or shipping account info missing.
• Rate lookup failed from integrated carrier (e.g., FedEx, Canada Post).

Resolutions:

1. Change to a different shipping method (e.g., Manual).
2. Ensure the warehouse has rates configured for the selected method.
3. Verify shipping info (dimensions, weight, carrier account).

Tip: Use the "Get Rates" button on the Shipping tab to manually check live rates before submitting.

Discount Not Applying

Symptoms: Coupon code or product discount doesn’t show in order total.

Causes:

• Coupon not activated or expired.
• Discount field was filled but Submit was not clicked.
• Product discount entered incorrectly (e.g., tabbing out resets value).

Resolutions:

1. Verify the coupon in the Coupon Management section.
2. Re-enter the discount, then click Submit (do not press Tab).
3. Confirm the discount is reflected in the Order Summary panel.

Order Not Found in Search

Symptoms: An existing order cannot be located using standard search filters.

Causes:

• Incorrect search filter (e.g., wrong sales channel or country).
• Order status not selected (e.g., only searching "To Be Shipped").
• Order was created under a different account or customer.

Resolutions:

1. Clear filters and broaden your search criteria (e.g., search by Order ID only).
2. Verify you are using the correct country and sales channel settings.
3. Double-check customer/account relationship structure.

Inventory Display Inaccurate

Symptoms: Products appear as available, but show negative availability upon order submission.

Causes:

• Order status consuming inventory too early (e.g., Unconfirmed counts toward TBS).
• Incorrect ship date causing premature stock depletion.

Resolutions:

1. Change order status to one that does not consume inventory.
2. Adjust the ship date to match actual fulfillment timing.
3. Use the Inventory Panel to verify actual stock status per warehouse.

Coupon Code Appears Invalid

Symptoms: Entering a coupon results in an error message or no response.

Causes:

• Code is expired or not active for the selected sales channel.
• Code syntax incorrect (extra spaces, case sensitivity).

Resolutions:

1. Confirm code validity in the Marketing Coupons section.
2. Manually copy and paste to avoid typos or extra spaces.
3. Check for applicable conditions (e.g., order minimums, exclusions).

If you continue experiencing order issues not listed here, please contact your account representative or submit a support ticket with relevant screenshots and order IDs. For technical support, email support@onerail.io.