Commerce5 version 2.5 introduces new ways to identify orders encountering problems requiring manual intervention.

Orders that require manual followup may have originated one of the following ways:


  • The order was manually invoiced or shipped in Magento after the order was imported to Counterpoint
  • An invoice or capture attempt in Magento, from a release ticket in Counterpoint failed 
  • An order was released in Counterpoint, but canceled in Magento
  • An order was manually completed in Magento, but canceled in Counterpoint
  • A deposit was manually added to an order in Counterpoint, and the order was canceled in Magento


Once any of these scenarios have been encountered on an order, the integration will stop all further processing for the order.


If there are subsequent actions needed to capture funds in Magento or otherwise complete the order such as invoicing future release tickets manually, these actions will not be performed by the integration and must be done manually.


To identify which orders still require additional actions, the integration updates the Magento order status to "Needs Attention" to isolate these orders.

The order view from Sales / Orders in the Magento admin panel can be filtered to show only these orders:


     




The order comments for these orders will also include additional information indicating the discrepancy:









Depending on what happened to trigger the Needs Attention status, examples of the follow-up necessary may include:


  • The order was manually invoiced or shipped in Magento after the order was imported to Counterpoint

           Invoicing and shipping any current or future Counterpoint releases for this order in Magento until fully completed

           

  • An invoice or capture attempt in Magento, from a release ticket in Counterpoint failed 

                Manually capturing the funds in Magento

                Contacting your web developer or payment provider such as Authorize.net or PayPal

                Manually capturing the funds in your payment provider's web portal


  • An order was released in Counterpoint, but canceled in Magento

                Investigating whether goods were actually shipped and payment is needed

                Performing a return in Counterpoint to reverse the sale of canceled items, to balance sales reporting and payment reconciliation

      

  • An order was manually completed in Magento, but canceled in Counterpoint

                Investigating whether goods were actually shipped or still need to be

                Performing a credit memo against the invoice in Magento to refund the customer ( See this article for more information )


  • A deposit was manually added to an order in Counterpoint, and the order was canceled in Magento

                Refunding the deposit in Counterpoint

                Canceling the remaining items on order in Counterpoint



After fully addressing the situation, you can update the order status in Magento accordingly, so it will no longer display as a "Needs Attention" order:



Some orders requiring attention may also send an email notification regarding the order error.

After the discrepancy has been addressed, you may stop these email notifications by dismissing the order error in Counterpoint following the steps at this link:


Dismiss Order Errors


If you are unsure of what the proper steps will be to resolve an order that needs attention, please contact your Commerce 5 support partner.