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.
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
