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When This trouble shooting guide is for when you are not receiving web orders via email and/or into Readysell.

Troubleshooting

Did you receive the order via email

1. If the answer is no, emails of web orders that go into your email are not controlled by Readysell, they are controlled by Office Brands and you should then refer this issue to Office Brands.  Then follow on with the next steps.
2. If the answer is yes, then follow on with the next steps.

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You are receiving orders via email but the orders are not dropping into Readysell

Collect examples of the missing order/s

Get a few examples of orders that you've received via email that have not come into Readysell 

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

Check the order isn't in Sales Orders module

1. Open 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, follow on with the steps below.

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 in the Office Brands Messages, then it is quite possible that one of the staff members at your site has deleted the order out for some reason
   2. If the order does not exist, follow on with the next steps.

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 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 your 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.  Email Templates are below.

Email Templates

Example email format

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where you are not receiving websphere orders via email and the orders are not dropping into Readysell either

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.

Hi Arif/Winston,

Store:
 Is  We are not receiving websphere orders via email and the orders are also not dropping into Readysell

...

Kind regards
Name
Where you are from

Example email format where the orders are not receiving websphere orders via email but the orders are dropping into Readysell

Hi Arif/Winston,

Store:
Are not  We are not receiving websphere orders via email but the orders are dropping into Readysell

...

Kind regards
Name
Where you are from

Example email format where the orders are

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not dropping into Readysell

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but you are receiving the emailed version from Office Brands

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Hi Arif/Winston,

Store:
Are We are not receiving websphere orders / are missing some websphere orders receiving websphere orders into Readysell but are but we are receiving the emailed version of the websphere order.

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