Why can I not Retrieve a Customer Parts Order?

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This article will explain why you might not be able to retrieve a customer's parts order, as well as the steps on how to make it retrievable.

More Information

There can be multiple reasons why it is not possible to retrieve a parts order. However the usual suspects are as follows :

  • The items have not been ordered.
  • The Purchase Order has not been completed and received into stock.
  • The Sales Order has been booked out in error.
  • The Customer Order cannot be found as it has previously been retrieved but the transaction not completed.

From the above examples, the main ones that will cause problems are the last two.

Sales Order has already been booked out

Essentially you will know when this has occurred when you go to retrieve your order via the " Sales Order Retrieval" screen, and the order you are wanting to retrieve is shown in a pink colour. If you were to tag the item and retrieve the order you will get the following error message: "None of the items on this order can be transferred.".

The reason why this has occurred is because when the item has been received into stock and processed, the system has a pop up screen called Sales Order Link which allows the user to book out related items on a Sales Order. The reason why a user would do this is if you have a busy mail ordering side to your business, this process can speed things up. For more details on "Sales Order Link" click here.

Now we know that the order is not available to retrieve and the reasons why this has occurred, we can go about tidying up the situation.

Processing a Booked Out Sales Order

There are two methods that we can use to process the sales order for the customer. The first is to handle the whole process in Sales Order Processing or we can reverse the booking out process that has been done in Sales Ordering and then process the customer order in the usual fashion. Both methods start off in the same way.

The first thing we need to do is find out on which sales order number the item is stored. The reason for this step is that the customer might have multiple orders.

  • Following the details on here, you will need to access " Stock Enquiries" and find the 'Order Number' for the item.

Once you have this information, go to " Sales Order Processing Add/Edit/Process Sales Order".

  • On "Account:" enter the customer's 'Account Code', and press <Enter>.
  • <Arrow Key Down> to the order in question.
  • Press <F2>.
  • Move to the relevant item and press <T> or click [Tag] to tag the item.

At this point, the processes diverge.

Process via Sales Order Processing
  • Provided there are no other "*" shown against the item, press <Alt+F5> to invoice the item.
    • This will show the customer's account code. Press <Enter>.
    • The " Payments" screen appears which should show the "Previously Paid Deposits". As long as the "Invoice Total" shows '£0.00', press <F7> or click [Post] to tie the deposit to the invoice.
    • Press <F5> or click [Invoice].
    • Click [Accept] to save the invoice and complete the transaction.
Process via Point of Sale/Invoicing & Customer Orders
  • Press <F7> to un-complete the item.
  • Press <Enter> to choose tagged items.
  • Click [Un-complete].
  • Press <Esc> to exit from the order, then go and process the customer order in the usual fashion.

Customer Order not found

When clicking [Retrieve Sales Order] if you find the order you want to retrieve is not in the list or you see a message saying 'No matching items found' it is likely the order has already been retrieved but not invoiced. On exiting the invoice screen the items have been removed and the link to the order removed.

  • Add the items onto the invoice screen as normal.
  • Click [Invoice] or [Checkout] and continue to the payments screen.
  • Click [Previously paid deposit].
  • Click [Search] to list deposits held against that customer's name.
  • Click the deposit to use and click [Choose].
If you see a warning that the chosen deposit is already allocated to a Sales Order but no number is shown, you may just click [Yes]. If an order number is shown, the deposit you are trying to use is still linked to an outstanding order so should not be selected.
  • Continue with the sale as normal.

In Summary

If you do not use Sales Ordering on a regular basis, we would recommend that you use the Process via Point Of Sale/Invoicing & Customer Orders method. However, either method will achieve the end result which is to ensure that the goods are invoiced to, and paid for by the customer.

See also

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