When the confirmed order doesn't get into the ERP

Where to find it

When your store sends orders to the ERP, the order page (in the menu under Quotes) has the Submission status in the ERP strip. Collapsed, it shows that name and a short status, with the same words as the ERP badge on the list card: imported, awaiting import, import delayed for 17 h, sending, retrying, needs fixing, refused, customer not registered, duplicate customer, didn't get in and others. When the order was never sent, the header says Order not sent to the ERP yet.

Click the header to open the strip. Inside it, the Status block brings the full title of what happened, the explanation and the action buttons. On the purchase page, the same status shows in a colored box per order, read only.

When everything goes right, the strip shrinks. With all the orders of the send already in the ERP and nothing pending on anyone, the quote page starts showing the orders in tabs — one per order, and the Original quote last —, and the strip becomes a single line: "Sent to the ERP (connection) on <date>. The orders are in the tabs above.", with the send's anchor next to it. The status, number, total and invoice of each order live in its tab (see The order as it ended up in the ERP).

The whole strip comes back — and that is where the action is — whenever the send still needs someone: a send that failed, refused, a branch held, an incomplete allocation, a pre-sale waiting for acceptance in the ERP. There is no tab for what didn't become an order.

What the strip says about the ERP is always about this whole document, and it is the same rule as the ERP badge on the list card: the two screens never disagree. On a document that has an order and a pre-sale, the header keeps talking about the ORDER while it is in progress — an already invoiced pre-sale doesn't make the document look resolved. A pre-sale still waiting for acceptance in the ERP shows with its Anchor no., labeled: during that interval the anchor is the only way to find it in there.

In the Quotes list, the ERP: not in the ERP filter gathers the confirmed orders that had a send and are not in the ERP, with the count in parentheses: it is the fastest way to find them all at once. It brings all the statuses below that are neither imported nor awaiting import, including sending and retrying, where Vendria is still handling the send. Each card's badge says which one the order is in.

In a store that doesn't send orders to the ERP, none of this shows up.

Why a confirmed order can stay out of the ERP

Confirming creates the order in Vendria and triggers the send to the ERP. They are two steps kept separate on purpose: an ERP failure never undoes the confirmation. That is why there is a real state (order confirmed here and missing there), and that is what this page is about.

The reason changes the fix. Sometimes Vendria never got to talk to the ERP; sometimes the ERP answered and refused; sometimes the call didn't complete. The Status block says which it was, and the next sections say what to do in each case.

What each ERP submission status means

These are the titles that show in the Status block of the Submission status in the ERP strip. In parentheses, the word the ERP badge shows on the list card and on the strip's collapsed header for the same status:

• Order imported in the ERP (imported): it got in; the order number in the ERP comes along.
• Order awaiting import in the ERP (awaiting import): it reached the ERP and is waiting for someone there to import it. If the import takes longer than usual for this connection, the title becomes Import delayed in the ERP, with the waiting time, and the badge turns amber and says import delayed: chase whoever imports orders in the ERP. Dri uses the same rule when you ask about the order.
• Sending the order to the ERP (sending): no answer yet; if it doesn't come, the automatic resend takes over.
• Trying to send to the ERP again (retrying): the ERP didn't answer, and a new automatic attempt is already scheduled. Nothing to do now; check later.
• This order wasn't sent to the ERP (needs fixing): Vendria found a problem before talking to the ERP, and no connection was contacted. The reason is written right below.
• The ERP refused to import this order (refused): the order reached the ERP and the back office there didn't accept it. The cause is in the ERP's registration.
• The ERP refused this order (didn't get in): a final refusal, with no new automatic attempt.
• The ERP (Filial) didn't accept the order: the customer isn't registered there (customer not registered; with your ERP connection's name in place of Filial): the ERP only accepts orders from customers registered in it. See the section When the ERP refuses the order because of the customer, right below.
• The ERP (Filial) didn't accept the order: there is more than one registration with this customer's CNPJ (duplicate customer): the ERP has the customer twice and doesn't know which one to post it to.
• The ERP has writing turned off (writing off): the connection refused to write the order. Only Vendria support solves it.
• Couldn't decide which ERP to send to (no connection to serve it): the order's items aren't all from the same ERP connection. Fix the items' store in the catalog and resend.
• ERP send attempts exhausted (attempts exhausted): the send failed on every automatic attempt and won't be tried again on its own. Contact Vendria support.
• Send removed from the ERP queue (removed from queue): someone took the send out of the import queue.
• Order not sent to the ERP yet (not sent yet): the order is confirmed and the send was never made.

Below the title, the ERP detail: line brings the message the ERP returned, when there is one, or Reason:, when whoever refused was Vendria, before talking to the ERP. It is the sentence to copy when asking for help.

On a refusal because of the customer, the ERP's technical message ("no customer for CNPJ…") doesn't show: in its place comes the explanation in plain words. If the ERP pointed out something else in the same answer (a product, a table), that shows on a separate line, The ERP also pointed out: …. Read that line before resending: registering the customer doesn't solve the rest, and the resend would come back refused for the other reason.

When the ERP refuses the order because of the customer

It is the most common case of a confirmed order that doesn't get in: the customer isn't registered in that store's ERP, or is registered twice. In a company with more than one ERP, the customer may exist in one and be missing from the other. The title says which ERP it is missing from, with the connection's name in parentheses (for example, ERP (Filial)).

The order wasn't lost. It is confirmed in Vendria, with items, prices and conditions. When the title says the ERP didn't accept the order, it can be resent without typing it again. The strip's explanation says exactly that, and says what to do:

1. Register the customer in the indicated ERP (or ask whoever registers customers in your company). In the case of a duplicate registration, the fix is the opposite: leave a single registration in the ERP, and that is done in the ERP itself.
2. Wait for the ERP to approve the registration. That acceptance is a manual step by whoever runs the ERP.
3. Go back to the order and click Resend to ERP. This applies to the title The ERP (…) didn't accept the order. When the title says refused to import this order, the button doesn't show and the path is a new order, as the section When the refusal came at import, further below, explains.

Register the customer straight from the refused order

When the reason is customer not registered, whoever can register customers in the ERP sees, next to Resend to ERP, the Register customer in ERP (Filial) link. It opens the registration already filled in: with the data the customer has in another ERP of the company, when it exists there, or with what Vendria knows about them. The CNPJ is the one the ERP refused, and the connection selected is the order's. Check the data and click Send registration to the ERP. The message confirms: "Registration sent to the ERP (Filial). Once the ERP approves the registration, resend the order."

After the send, the link gives way to the registration's progress, which everyone who sees the order can see (even those who can't register):

• "Registration sent to the ERP (Filial) on 08/10 at 14:30 — awaiting approval. Once the ERP approves, resend the order.", with the Check again button, to ask the ERP whether the registration has been approved;
• when the ERP approves: "The ERP (Filial) approved the registration (code 12345). Now resend the order." The customer's code in the ERP only shows to whoever made the registration, to their rep agency and to the administrators; the others read the same sentence without the code.

Whoever has no permission to register customers in the ERP doesn't see the link. In its place, they read "Ask whoever registers customers to register this CNPJ in the ERP (Filial); then resend the order." See Request the registration of a new customer.

The link doesn't show on a duplicate registration: there is no customer to register, and registering again would create a third one. Resolve the duplicate in the ERP.

On an order allocated among branches, each branch has its own CNPJ. That is why the link and the progress aren't at the top of the order, but on the row of each refused branch, already with that branch's CNPJ: register from there (or ask whoever registers customers) and resend the branch from its row.

When the refusal came at import

If the title says The ERP (Filial) refused to import this order: the customer isn't registered there, the order reached the ERP and it was the back office there that refused it. Then resending doesn't help: the ERP would answer with the same refusal. Register the customer (or ask whoever registers) and, once the ERP approves, place a new order by duplicating this one. See Duplicate and revise a quote.

The order that took the customer along

In a store that accepts the registration inside the order, the quote may have been confirmed with Register along with the order (see Request the registration of a new customer). Then the order wasn't refused: it went out with the customer inside. In the customer section, the quote shows the Customer registration sent to the ERP (Filial), awaiting approval strip; the ERP panel sums up customer registration awaiting approval next to the title and, opened, says:

"Customer registered in the ERP (Filial) along with the order — awaiting approval from the back office."

There is nothing to resend. The order stays awaiting import until the back office approves the customer; it imports the order right after. When the registration is approved, the strip and the line disappear and whoever sent the registration gets a notice in the bell that the customer can now receive orders. The notice doesn't mention the order: its progress shows in the quote's ERP panel. If the order turns to Import delayed, the cause is usually the registration stuck or refused on the other side: Vendria doesn't find out about a registration refusal. Talk to whoever runs the ERP; if they refuse the order too, the path in the sections above applies.

The customer's next quote already knows

Vendria keeps the ERP's answer. After an order refused for an unregistered customer, that customer's next quote, for the same ERP, doesn't confirm: the button turns gray with the reason, instead of sending another order that would be refused. It unlocks when the registration exists in the ERP: the refusal is checked again with the ERP after about 10 minutes, or right away, with Check in ERP on the quote. See Confirm the estimate: directly or after the customer accepted.

On WhatsApp the same applies: when the ERP refuses the customer, the export answers that no order was confirmed, instead of confirming an order that wouldn't get into the ERP.

Send to the ERP an order that was never sent

When the strip's header says Order not sent to the ERP yet, the Status block brings the Send to ERP button for whoever can send. It is the typical case of an order confirmed without going through the screen (for example, exported on WhatsApp by an administrator) that was never written to the ERP.

1. Open the order and check items, conditions and customer.
2. Open the Submission status in the ERP strip and click Send to ERP.
3. Follow the strip: the header's short status starts showing the send.

Resend to the ERP after fixing the cause

The Resend to ERP button shows only in two cases: the final refusal that waits for a person (The ERP refused this order, This order wasn't sent to the ERP and the refusal because of the customer, The ERP (…) didn't accept the order) and the order whose items don't all belong to the same ERP connection (Couldn't decide which ERP to send to). In the other statuses the button doesn't show, because resending there would duplicate the order or clash with the automatic attempt.

On an order that isn't allocated, the same Resend to ERP also shows at the top of the page, on the right, in place of the order's main button. On a phone, it sits in the bottom bar, next to the total. Both buttons do the same resend: use whichever is closer at hand.

The ERP refused to import this order never has the button, not even when the reason is the customer: the order already reached the ERP, and the path is a new order (section When resending doesn't solve it, below). On the The ERP refused this order refusal, fix the reason and use Resend to ERP; if the button doesn't show, contact Vendria support.

Resending is the same sale trying to reach the ERP again; it doesn't create a new document. Fix the reason written in the block first; resending without fixing returns the same refusal.

Who can resend: the seller who owns the order and whoever manages the company. An in-house seller doesn't resend a colleague's order. In a rep agency that doesn't allow the seller to send to the ERP, the button shows disabled, with the reason: the rep agency's Partner or Administrative is who sends.

When resending doesn't solve it

Some statuses have no resend button, and in them the path is different:

• The ERP refused to import this order (including when the reason is the unregistered customer): resending the same reference changes nothing: the ERP would answer with the same refusal. Fix in the ERP's registration what it pointed out and place a new order by duplicating this one. See Duplicate and revise a quote.
• Send removed from the ERP queue: someone took the send out of the queue. The reference was used up; to sell again, a new order is needed.
• The ERP has writing turned off and ERP send attempts exhausted: the order didn't get in and only Vendria support resends it. Contact support with the order number.

A confirmed order doesn't go back to draft

There is no way to reopen a confirmed order as a draft, even if it never got into the ERP. To fix it and send it again, duplicate the order: the copy is born as a draft, with a new number, and you confirm it after getting it right. The original stays as it is.

Dismiss the ERP warning

When the order stopped in a status that won't move on its own anymore, the Status block may bring Dismiss the warning (or Dismiss the N warnings, on an allocated order). The click takes the warning out of the issues queue, and that's all: nothing is sent or canceled in the ERP, and what already got in there stays there.

⚠️ There is no way to undo the dismissal from the seller's screen. Use it when the matter was already solved some other way, for example, when you duplicated the order and the new one got in.

On an allocated order, check branch by branch

An order allocated among branches becomes several orders in the ERP, one per branch. The strip sums it all up in the title ("2 of 3 branches with orders in the ERP" or "Order sent to the ERP in all 3 branches") and lists each branch right below, with each one's status.

The summary isn't enough: two branches may have got in and the third been refused. In that case Resend to ERP sits on the row of the branch that failed, and resends only that one, without touching the ones that already got in. When some branch never even had a send, the strip says so and asks for Vendria support.

With all of the allocation in the ERP, each branch becomes a tab (above six orders, an Orders N tab with a selector inside that searches by branch name or by number). A branch the ERP canceled when splitting doesn't count: "3 of 3 branches" talks about the ones that count. While a branch is still waiting for the ERP to import it, it has no order or tab, and it is the strip that shows it — with the anchor, which is what you look for in there.

Common questions

The send looks right, but the customer says there is no order. What happened? Check whether the Status block says Order awaiting import in the ERP: in that status the order reached the ERP and is waiting for manual acceptance by whoever runs the ERP. Until that acceptance, it doesn't become a final order there.

Why doesn't the Resend to ERP button show? Because the status isn't one for resending. Read the title of the Status block and follow the path of the matching section.

Dri said the send to the ERP failed because the customer's CNPJ isn't registered. What do I do? Register the customer in the ERP and then follow what the title of the Submission status in the ERP strip says, on the order page. Dri repeats the reason the way the ERP wrote it, in English and with a technical code in front: when it brings no customer for CNPJ followed by a number, that is this case. On the order page, the strip already explains it in plain words:

• if the title says The ERP (…) didn't accept the order, the order is resent without duplicating. Register the customer (whoever can has the Register customer in ERP link right there), wait for the ERP to approve the registration and click Resend to ERP. Resending before the registration is approved returns the same refusal. The step by step is in When the ERP refuses the order because of the customer, above;
• if the title says The ERP (…) refused to import this order, the Resend to ERP button doesn't show: register the customer and, once the ERP approves, place a new order by duplicating this one.

When the reason brings ambiguous, the ERP has more than one customer with that CNPJ: leave a single registration in the ERP and follow the same path as the title. Dri doesn't resend through the conversation: the resend is on the order page.

The ERP refused my order: does Vendria try again on its own? It depends on the title of the Status block:

• Temporary failure sending to the ERP: the ERP was down or didn't answer. Vendria tries again on its own, at intervals ranging from minutes to a few hours, and you don't need to do anything;
• The ERP (…) didn't accept the order or The ERP refused this order: the ERP refused before importing, and there is no new automatic attempt. Fix the reason and use Resend to ERP; if the button doesn't show, contact Vendria support;
• The ERP refused to import this order: the order reached the ERP and was refused in there. Resending doesn't help: fix the registration in the ERP and place a new order by duplicating this one.

I registered the customer and resent, but it came back refused. Why? The ERP hasn't approved the registration yet (the acceptance is manual, on their side), or it pointed out another reason along with it: check the The ERP also pointed out line.

Do I need to type the order again? No, when the title says the ERP didn't accept the order: it is confirmed in Vendria and is resent as it is.

How do I keep the order from being refused for an unregistered customer? Before confirming, the quote checks the CNPJ in the ERP. If it isn't registered, This customer isn't registered in the ERP shows and confirmation is locked: register it there and use Check in ERP to ask again. In a store that accepts the registration inside the order, Register along with the order unlocks confirmation right away, and the customer goes in the same send. If the ERP didn't answer, Couldn't check all CNPJs in the ERP shows, which doesn't prevent confirming; that is the path an unregistered customer slips through. In that case, use Check in ERP before confirming.

The strip says the note was adjusted. Did the order get in? It reached the ERP: the billing text was adapted to fit there, and the note written in the ERP isn't exactly the one typed. This notice doesn't depend on the order having had a problem — an imported order, green and correct, may have arrived with the note rewritten —, so it stays in view even when the rest of the strip has nothing to flag, and also on the order card on the purchase page.

How do I see the order the way it ended up in the ERP? Open its sheet, the tab on the quote page — with the send resolved it already opens on the first order's — or click the order number in the ERP, which leads to the same tab. See The order as it ended up in the ERP.