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If more calls come in, you can at that point stop the troubleshooting process and hand it back to Office Brands as this would then appear to be an issue at their end.

Troubleshooting

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Did you receive the order via email

When taking calls from stores about missing orders, the first store should always be asked for the following:

Did you receive the order via email

1. If the answer is no, emails of orders are not controlled by Readysell, they are controlled by Office Brands and you should then refer the customer to Office Brands or you refer it onto Office Brands on their behalf and follow it through to a resolution.  Then follow on with the next steps.
2. If the answer is yes, then follow on with the next steps.

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Get a few examples of orders that have not come into Readysell 

1. What are the date/s of the order/s
2. What are order number/s
3. What time did the order/s come in

Check the order isn't in Sales Orders module

1. Log onto the store's siteOpen up Readysell
2. Open up Sales
3. Click on Orders
4. Make sure the filter at the top shows All Sales Orders or All Sales Orders and Quotes
5. Make sure the Reference Number column is on the list window and use this Reference Number field to search for the websphere order number
6. If the order does not exist, go one step back

Check the Office Brands Messages window

1. Open up Administration
2. Open up Advanced
3. Click on Office Brands Messages
4. Make sure the XML Message column is on the list window and use this XML Message field to search on the websphere order number using a wildcard search in front of the number (i.e. %123456789)
   1. If the order exists, then it is quite possible that one of the staff members at the site has deleted the order out for some reason
   2. If the order does not exist, go one step back again

Check the Office Brands Sync task is running

1. Open up Administration
2. Open up Advanced
3. Click on Tasks
   1. Search for and left click on to select task Office Brands Sync
   2. On the right hand side are the log messages from a task point of view
      1. If there are any errors, Readysell will need to investigate this on the store's behalf
      2. If there are no errors on the task, this will need to be referred back to Office Brands with examples of the order number/s, date the order/s came in, time the order/s came in.

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