Order not appearing in Order Search

If your order isn’t appearing on the Order Search screen, there may be a few reasons why.

Here are the potential reasons and details of how you can resolve them.

Order hasn’t been confirmed

If an order hasn’t been confirmed, then it won’t be displayed in the list of orders on the Order Search screen by default because the default filter will only show ‘Active’ orders. To check if the order is unconfirmed:

1. Click the ‘Search’ button at the top of the Order Search screen
2. In the ‘Order Status’ field, select ‘Unconfirmed’ from the dropdown menu
3. Click ‘Activate Search’
4. If the order appears in the list of unconfirmed orders, click on the order to select it
5. Click ‘Actions’
6. Click ‘Confirm’
7. Click ‘Yes’ to confirm the order
8. Reset your ‘Order Status’ filter 

The order will now appear in your list of orders on the Order Search screen. 

If the order isn’t showing as an unconfirmed order, try the other troubleshooting steps in this article.

Incorrect search filters

If you have specific search filters set on the Order Search screen, it may be that these are filtering out the order you’re looking for. To check this:

1. Click ‘Search Active’ at the top of the Order Search screen, which will reset your filters to the default. The default filter will include an ‘Order Status’ of ‘All Active’ and will show orders created in the last 3 months. 
2. Click the ‘Search’ button
3. Ensure the correct filters are applied in the relevant fields. If the order is older than 3 months, ensure you update the ‘Order Date From’ field. 

If you’ve used the correct search filters and the order isn’t appearing, try the other troubleshooting steps in this article.

Order upload failed

If you tried to create the order using an order upload and it’s not showing in Order Search, the upload may have failed for that order. You should have received an error message after the upload if this is the case, but to check this:

1. Click ‘Order Upload’ from the main menu
2. Click the ‘Choose File to Upload’ button and select the file containing the order
3. Ensure the ‘Allow duplicate orders’ field is NOT checked
4. Click ‘Upload’
5. Check for any error messages when the upload is complete
6. If there are errors, correct the errors in the upload sheet and try reuploading again

If the order upload has completed successfully without errors and you still can’t locate the order, try the other troubleshooting steps in this article.

Order not assigned to Depot/Depot Group

If an order is assigned to a Depot/Depot Group, and your user profile is not assigned to that same Depot/Depot Group, then you will not be able to view the order unless you are an ‘All Depot User’. This can also occur if your account is using Depot Groups and an order is created without either a ‘Stock Location’ or a ‘Delivery Method’. To check this:

1. Ask a user who is an All Depot User to locate the order and follow the steps below
2. Double-click the order to open the ‘Order Details’ screen
3. Ensure that either one or both of the Stock Location (against the items) and the Delivery Method (against the delivery) fields are set to the correct options

If they have been able to locate the order and update the fields, you should now be able to see the order in Order Search. 

If they were unable to locate the order, try the other troubleshooting steps in this article.

Order appears in Order Search but not in Advanced Planning

If you can see the order on the Order Search screen, but not on the Advanced Planning screen, then check out our article on Order not appearing in Planning