❌ Troubleshooting: Failed Buy Order to NetSuite
Occasionally, a buy order successfully generated in Optiply is not successfully sent to your source system, NetSuite. When this happens, you will automatically receive an email communicating this failure.
Tip: You can set or change which email address receives these notifications by navigating to your Settings page and checking the Users folder. This ensures the alerts go directly to the best contact to communicate any support issues that might arise!
While failed orders can disrupt your workflow, our NetSuite integration is closely monitored. Here is how we handle these errors and what you need to know.
🛑 1. How Are NetSuite Errors Handled?
We actively monitor the integration with NetSuite and receive an automated communication the moment an order fails to send from Optiply.
Because NetSuite is a highly customizable ERP, there are various complex reasons that can cause a buy order to fail (such as custom field mapping errors, inactive vendors, or blocked tax codes).
Once we receive the error information, our team will proactively contact you. We will provide specific instructions for further assistance or troubleshooting so the underlying issue can be resolved before the order is resent.
⚠️ 2. Crucial Warning: Do Not Duplicate Orders!
If you do not see the order you just created in Optiply appearing in NetSuite, please reach out to us instead of creating a new manual order directly in NetSuite.
If you manually create the missing order in NetSuite, that new order will eventually sync back to Optiply. This will result in duplicate orders, which will severely impact your stock position calculations and drastically throw off your future purchase advice! Always let us push the stalled Optiply order through instead.
❓ 3. Frequently Asked Questions (FAQs)
I notice a buy order is missing from NetSuite. What should I do?
If a buy order is missing, please hold tight and check your inbox! You are always welcome to reach out to us at support@optiply.nl or open a chat message in the app, but chances are we already know about the failure and have already sent you an email about it 😉.
Do I need to resend the order myself once the error is fixed?
No. Once you have worked with our support team to troubleshoot and fix the root cause in NetSuite, we will manually resend the stalled purchase order for you to ensure it syncs correctly.