Orders in Pepper are synced back to your ERP on a pre-determined cadence throughout the day. Sometimes, however, that two-way sync is unsuccessful, resulting in an order error. In this article, we'll walk through what you can do when you encounter order errors, and how to ensure all orders are smoothly processed.
Note: Order status is available to users of eCommerce Lite, Pro, and Enterprise. You can find your Order page within the 'orders' tab of the Pepper Management Center.
The Orders Page
Your orders page will have a full list of your orders, both successful and unsuccessful.
Orders have three potential statuses, and can be filtered at the top of the page:
Successful indicates there are no issues with the order
Pending means that the sync is currently ongoing
Failed indicates a problem that may need correcting.
Correcting Order Syncs
For orders with a 'failed' status, oftentimes simply re-submitting the order will fix the error.
To alleviate order errors, bulk select 'failed' orders using the checkbox on the right and select 'retry sync' from the actions dropdown.
Note: If the order sync is still unsuccessful after retrying and you need assistance identifying the issue, please contact Pepper Support and include “Order Sync Error” in the subject line of your message.
Order Details
There are occasions where retrying a sync isn't sufficient to correct the issue. In those cases, you may need to manually enter your orders into your ERP - clicking into an order will allow you to see additional details on why the order failed.
The error message will be the same displayed on the Order Details page, but the suggested resolution steps may be different based on the error code returned by your ERP's API (forbidden, down, rate limited, etc).
In some cases, it may be necessary to manually the order into your ERP. In those cases, the full order details will be available on the order detail screen while the 'actions' dropdown allows the user to mark any manually keyed in orders as already synced.
Order Sync Reporting
You can configure daily order error reports from the Admin Dashboard (click the gear icon next to Actions).
How to set it up
Select the time when you want the report to be sent.
Choose what the report should include:
All orders, or
Only orders that failed to sync
This includes both failed orders and unsynced orders that are still pending.
Add one or more recipient email addresses.
Click Save.
Once saved, the report will be sent automatically based on your configuration.
Disabling the report
To disable the report, remove all recipient email addresses and click Save.
Email example
Subject: Daily Order Sync Status Report
A CSV file will be attached to the email with the following details:
Order id
Distributor name
Account ID
Delivery Date
Placed At Date
Status
Failed: There was an issue synchronizing the order with your ERP.
Pending Verification: The order was successfully sent from Pepper, but a confirmation was not received from the ERP within 30 minutes. As a result, the order remains in Pending Verification in Pepper, and we cannot yet confirm whether the sync was completed successfully.
Queued: The order was queued to be sent to your ERP but did not complete the sync process and became stuck in the queue. In this case, the order remains in a Queued status in Pepper. This scenario is uncommon, but it can occasionally occur. Order will be showing up as Pending in PMC. Please contact Pepper Support and include “Order Sync Error” in the subject line of your message.
User Permissions
The user permissions screen has two relevant options to order error details:
Order Sync Actions gives users the ability to re-sync the order or mark as synced
Available as a separate permission for distributor employees
Managed only by Distributor admins
Disabled for everyone by default
Order Sync Notification will send enabled users automated order error notifications to the inbox or unsynced order email
An “Unsynced Order” email will be sent for orders in the following statuses: Pending verification and Queued for ERP sync.