Overview
Start with account, scope, permissions, and mapping when a screen or record looks wrong. Reconnecting or repeating an operation is useful only after you know which part failed.
A tab or action is unavailable
- Check the active buyer or supplier account.
- Check the selected business unit and its type.
- Review your role on that unit and access to the supplier or buyer relationship.
- Check any subscription feature gate or required integration.
Stockroom, Dropship, Procure to Produce, Retail, Food Service, and Manufacturer units intentionally offer different operating actions.
A record is missing
Review search terms, date range, status, supplier, archived filters, and business-unit selection. Confirm that the integration is connected to the intended provider account or company. Check the source product, location, supplier, or customer mapping.
Data is still updating
Read the background or sync status rather than treating a refreshing view as an empty result. Check the operation's result and related record before repeating it.
An ERP or accounting operation failed
Read the review panel. Resolve listed mappings, required provider fields, or provider permissions. For a PO, review every item before retrying. Inspect the destination system for an existing document if the original result is uncertain.
Stock looks wrong
Check packs and units, receipts, counts, manual usage, connected sales, production, substitutions, and transfers. Use Stock Activity to trace the changes before applying a corrective count.
Contact support with useful context
Include the account and business unit, order or item reference, expected result, actual result, and displayed error. Explain whether the issue involves ordering, receiving, inventory, payment, or integration sync. Keep passwords, API keys, payment details, and private access codes out of the message.