The following is a helpful guide in understanding and resolving common errors that might be encountered by the NetSuite application when ingesting NuORDER orders via the Order Export process. You can use this guide for troubleshooting the syncs into NetSuite.
Order Export notification emails
Every time an order is exported via your Order Export integration, a notification email is sent to a list of users that was agreed between your brand and the NuORDER team during the onboarding project.
It is those users' responsibility to review the emails on a daily basis, and investigate and address any errors that are preventing orders from importing into NetSuite.
If your integration has reported an error that isn't covered in this article, or if the fixes described here have not resolved the problem, please reach out to the Integration Service Desk team by emailing the details of the issue to heroes@nuorder.com.
The screenshot below shows the layout and contents of the Order Export notification email.
Take note of the Click here to download link appearing next to the summary_log.
Summary Log report
Summary Log report is downloadable from the Order Export notification emails by clicking the Click here to download button in the screenshot above. This action will download a .CSV file onto your machine with the details of the Order Export sync.
Reading the Summary Log report
Screenshot below shows the contents of the Summary Log report.
Fields highlighted in yellow contain order identifying fields like the NuORDER Order Number and Order ID or the NetSuite Sales Order ID.
Fields nuo.order_id and nuo.order_number contain the NuORDER Order ID and Order Number that will allow you to identify orders in the NuORDER platform.
Note: If the nuo.order_number column is empty in your Summary Log files, email heroes@nuorder.com and ask for this column to be added.
To search for an order based on its Order Number value, simply use the Search engine in the Orders page.
To search for an order based on its Order ID value, go to the Orders page and click on any order to open the Order View page. There, paste in the Order ID from the Summary Log file into the URL in the browser. This will load the Order View page for the order in question.
See the screenshot below for reference.
Field ns.sales_order_id contains the NetSuite Sales Order ID which is also added into the External ID field in NuORDER as long as the sync to NetSuite is successful.
Fields nuo.update_order.external_id and nuo.order_status.update are populated at the very end of the order export process after orders are created in NetSuite. The values you should expect to see in those two fields respectively is "200 OK" and "SUCCESS." If the fields are empty, then that likely means the order has failed to sync to NetSuite and hasn't been updated in NuORDER.
Fields ns.status_code and ns.sales_order_create_status are populated from NetSuite's response returned by the order ingestion process. If these values read "204 No Content" and "Sales Order successfully created" respectively, then that means the order was successfully ingested into NetSuite.
If an order failed to be ingested into NetSuite, then the values will read "400 Bad Request" and "Failed to create Sales Order" respectively.
Field ns.error contains the error message returned by NetSuite upon unsuccessfully trying to ingest the order. The next part of this article is dedicated to exploring some of the more common errors and different ways to resolve them.
Error messages and troubleshooting
Errors are listed in the bullet-points below alongside the full error message, explanation of the issue and the possible fixes:
1. Error: Please enter a value for [entity]
Full error message as it will appear in the Summary Log report in integration notification emails:
"detail":"Please enter a value for [entity]","o:errorPath":"entity","o:errorCode":"FIELD_PARAM_REQD"Entity field is the ID of a given company/customer in NetSuite. This field is pulled in via the Company integration and used to populate the Company Code field in customer data in NuORDER.
Error message Please enter a value means that the Entity field in the order payload being sent to NetSuite is empty and this issue needs to be rectified.
In order to resolve the issue, begin by reviewing the relevant company in the Contacts page in the NuORDER platform. There are likely going to be two or more entities with similar Company Names but different Company Codes. This issue usually happens if a user manually created a company without the Company Code and the Company integration created the same company albeit with company code by syncing it from NetSuite.
If you can only see one company in the Contacts page, without a Company Code, then check the notification email for your Company integration to see if any companies are failing to sync to NuORDER. If so, resolve the issues the Company integration is flagging and wait for your company to sync into NuO.
Once you can see the correct company with company code in the Contacts page, go ahead and recreate your order for that company. Following that, cancel the original order for the invalid company and then, go to the Contacts page and archive the invalid company without Company Code directly in NuORDER.
Archiving the invalid company will ensure that the issue does not reoccur since you will only see the one correct company in the platform.
Using the screenshot below as an example, in this situation we'd need to recreate our order for Company A with a Company Code value of 123456. We'd then archive the other Company A (without company code) and cancel the original order.
2. Error: Invalid value for the resource or sub-resource field 'item'. Provide a valid value.
Full error message:
"detail":"Invalid value for the resource or sub-resource field 'item'. Provide a valid value.","o:errorPath":"item.items[0]","o:errorCode":"INVALID_VALUE"This error will occur if the NetSuite Item ID (UPC field in NuORDER) being sent in the order payload to NetSuite does not exist in NetSuite or if the Item ID (UPC) in the payload is missing entirely.
The former means that the given size/UPC does not exist in NetSuite and must have been archived/deleted since the order was created. The latter means that the product was either manually created by a user and therefore doesn't have UPC values because they weren't filled in or that the size values of the product have all changed since the order was created and therefore those sizes no longer exist in the product data in NuORDER.
Depending on the root cause, here are some ways to resolve the issue:
- If the item doesn't exist in NetSuite, you will have to remove it from the order in NuORDER. As long as there are no other errors, the order should upload into NetSuite with the next sync.
- If the item was manually created by a user, then the correct version of that same item either already exists in NuORDER (might be inactive) or is failing to be ingested by the Product integration.
In order to fix the issue, you will need to ensure that the correct version of the product exists in NuORDER and once you do, edit the order and add the correct item in while removing the wrong one. Following that, archive the invalid product to prevent the issue from reoccurring. - If the item's sizes have all changed since it was added to the order (you can check that by reviewing size data in the order vs size data in the product data), then you will have to edit the order and rekey all quantities for the product in question.
Once order data has been corrected, you will need to re-export the order by pushing it back to the Order Status that triggers the Order Export integration to run. For most brands, this means moving the order into the Approved status.
Refer to the following guide to re-export your order: Re-send orders to your ERP.
3. Error: Error while accessing a resource. The field otherrefnum contained more than the maximum number ( 45 ) of characters allowed.
Full error message:
"detail":"Error while accessing a resource. The field otherrefnum contained more than the maximum number ( 45 ) of characters allowed.","o:errorCode":"USER_ERROR"The 'otherrefnum' field is populated from the Customer PO Number field in order data in NuORDER.
To resolve this issue, you will need to edit the Customer PO Number for affected orders and ensure that it's less than 45 characters long.
As an alternative, you could ask your IT team to change this limit, so that more than 45 characters are accepted by the "otherrefnum" field. Another alternative would be to have = the ISD team at NuORDER update your Order Export integration to only export the first 45 characters of the Customer PO Number.
Once the issue has been resolved, you will need to re-export the order.
Refer to the following guide to re-export your order: Re-send orders to your ERP.
4. Error: Invalid value for the resource or sub-resource field 'salesrep'. Provide a valid value.
Full error message:
"detail":"Invalid value for the resource or sub-resource field 'salesrep'. Provide a valid value.","o:errorPath":"salesrep","o:errorCode":"INVALID_VALUE"For most brands, the 'salesrep' field is populated from the Employee Code of the brand user associated with the order in the Brand Admin > Users > Manage Brand Users page in the NuORDER UI.
This error means that the Employee Code of the relevant brand user is either empty or incorrect and doesn't match the Sales Rep ID of that user in NetSuite.
To resolve the issue, you will need to correct the Employee Code of the relevant brand user and following that, you will also need to edit and resubmit your order to refresh and resave its data.
Once order data has been corrected, you will need to re-export the order.
Refer to the following guide to re-export your order: Re-send orders to your ERP.
5. Error: Error while accessing a resource. You have entered an Invalid Field Value *** for the following field: billaddresslist.
Full error message:
"detail":"Error while accessing a resource. You have entered an Invalid Field Value *** for the following field: billaddresslist.","o:errorCode":"USER_ERROR"There are a few variants of this error message. Another example is:
"detail":"Invalid value for the resource or sub-resource field 'billAddressList'. Provide a valid value.","o:errorPath":"billAddressList","o:errorCode":"INVALID_VALUE"
You can also come across similar error messages where the shipaddresslist field is being called out as the source of the issue, rather than the billaddresslist field.
The billaddresslist field is populated from the Billing Address Code field of the billing address associated with the order. The Billing Address Code in NuORDER must match the Internal ID of the relevant location in NetSuite.
Similarly, the shipaddresslist field is populated from the Shipping Address Code field of the shipping address associated with the order. The Shipping Address Code in NuORDER must match the Internal ID of the relevant location in NetSuite.
In most situations where the Billing Address Code or Shipping Address Code is empty or incorrect in NuORDER, the issue is linked to the Company Data integration being unable to update the customer in question.
So, the first step to resolving this issue would be to check if your company is successfully syncing via the Company integration. If it isn't, you will need to address the company sync error and wait for the company data to refresh in NuO. Once the Billing or Shipping Address Code (or both) are updated in the company data in NuORDER, you will have to edit and resave your order and then re-export it out via the integration.
Please refer to the following guide to re-export your order: Re-send orders to your ERP.
If the Billing and/or Shipping Address Code is still incorrect after the Company Data sync has completed, please reach out to the ISD team at heroes@nuorder.com to have the issue investigated further.
6. Error: Invalid content in the request body.
Full error message:
""detail"":""Invalid content in the request body."",""o:errorCode"":""INVALID_CONTENT""This is a general error that can be linked to multiple different issues. You will not be able to resolve this issue on your own, so please make sure to email the ISD team at heroes@nuorder.com to have the issue investigated further by the NuORDER team.
Some of the issues that can lead to this error include:
- Special characters in order or line-item notes
- Invalid/missing item or pricing data in the payload
- String fields being sent as integers or vice versa