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Overview

Web orders can flow directly into your Readysell system. This troubleshooting guide is for when you are not receiving web orders via email and/or into Readysell.

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.  Use the email format suggested below.
2. If the answer is yes, then follow on with the next steps.

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 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 the sales orders list view

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 WebSphere order number
6. If the order does not exist, follow on with the steps below.

For normal web orders - 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 XML Data column is on the list window and use this XML Message field to search on the websphere 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, 
      1. If it shows a Source Code (this is the sales order number in Readysell 8) then it is an existing sales order in the Readysell Sales orders module - go back to the sales orders module and find that sales order.
      2. If it does not show a source code then:
         1. It is quite possible that one of the staff members at your site has deleted the order out of the sales orders module for some reason
         2. It struck a problem creating the sales order in Readysell 8 Sales Orders module
         3. To resolve this - select the web order, click on the button Re-Execute Message at the top of the window and this will push the order into the sales order module.
      3. If it does not show a source code but shows an error, you need to select the error line, go across to the XML Request, highlight all of it, right-click and select copy, open up an email to Office Brands,
         1. To: support@officebrands.com.au
         2. Subject: Web Order number xxxxxx shows in the Readysell Office Brands Messages log file, however, it is failing to come into the Readysell sales module.
         3. Key into the body of the email XML REQUEST and then paste in the xml XML request data you copied
         4. Go back to the office brands messages window, click on tab XML Response, highlight it all, right-click and select Copy
         5. Go back to the email to office brands, key in XML RESPONSE, and then paste the xml XML response data you copied
         6. Give any further details that you can to office brands via that email and send it.
   2. If the order does not exist, follow  follow on with the next steps as you will need to contact Office Brands.

For Booklist orders - check the Messages log

1. Open up Relationships
2. Click on Messages
3. Add column (if it's not already there) Message Type
4. Filter to show Api API
5. Subject is Create Order
6. Add column Message
7. search for %123456       (whatever the web order number is)
8. If it is found, it should have come through to Readysell. On the right-hand side, under tab Message, select all the XML, copy it, and paste it if any issues with tenders or details on the order - send it through to support@readysell.com.au with details as to what the problem is.
9. If it is not found, please contact Office Brands and advise that you've followed Readysell's instructions and now the next step is for them to look into this for you.

Is the task that is a backup to the API running as it checks for any missing web orders every 15mins

1. Navigation Panel > Administration > Advanced > Tasks
2. Select task Office Brands Sync
3. Look at the Logs tab on the right-hand side of the window for any errors.
4. If there are errors, please contact Readysell.  If not, please contact Office Brands.

Orders NOT being received by Readysell: Office Brands will need to advise as Readysell can no longer access their MonitorPro program.

Email Templates

Example email format where you are not receiving

...

WebSphere orders via email and the orders are not dropping into Readysell either.

Hi Hiranya/WinstonOffice Brands Support,

Store: store you are from

We are not receiving WebSphere orders via email and the orders are also not dropping into Readysell

(copy and paste the document page steps AND your answers to each step so that Office Brands has a copy of your investigation)

Examples:

Websphere order number:
Date of Order:
Time of Order:

Websphere order number:
Date of Order:
Time of Order:

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 Hiranya/Winston,

Store:

We are not receiving WebSphere orders via email, however the orders are dropping into Readysell

(copy and paste the document page steps AND your answers to each step so that Office Brands has a copy of your investigation)

Examples:

Websphere order number:
Date of Order:
Time of Order:

Websphere order number:
Date of Order:
Time of Order:

Kind regards
Name
Where you are from

Example email format where the orders are not dropping into Readysell but you are receiving the emailed version from Office Brands

Hi Arif/WinstonOffice Brands Support,

Store: store you are from

We are not receiving websphere orders into Readysell but we are receiving the emailed version of the websphere order.

(copy and paste the document page steps AND your answers to each step so that Office Brands has a copy of your investigation)

Examples:

Websphere order number:
Date of Order:
Time of Order:
This was received via email but has not come into Readysell.

Websphere order number:
Date of Order:
Time of Order:
This was received via email but has not come into Readysell.

Kind regards
Name
Where you are from

...