Troubleshoot the Unleashed integration

Most Unleashed problems fall into a handful of patterns, and almost all of them are solved by reading the Document's Logs and fixing the data or a setting. This lesson gives you a diagnostic route and a reference of common errors with their fixes.

Start here

Then check:

• The Mapping exists from the right source to the Unleashed Integration for this Document type, is enabled, and is Automatic if it should run on its own.
• The Unleashed Integration is Enabled and not showing connection errors. If the Account Owner has changed the API Key in Unleashed, the Integration will need the new one.

Common errors

A product with Id '00000000' or code 'ABC' does not exist

A SKU on the order does not match any Unleashed product.

If many Documents fail on the same SKU, fix it once in Unleashed and reprocess them together.

No conversion to this size could be found

The order has a traded unit size, such as a case of 6, for which the Product has no unit of measure conversion. Add the conversion on the Product in Supply Lens and reprocess.

The order's status is not valid

With validateOrderStatuses on, the message names the invalid value and lists the valid ones. The usual cause is a custom status in defaultOrderStatus or orderStatusMap; move it to customStatusTagMap. If the message says the status is obsolete, the custom status has been retired in Unleashed: restore it there, or replace it in your configuration.

If validation is off, Unleashed's own messages are Invalid status transition. Destination status doesn't exist. or Destination status is obsolete., which do not name the value. Turning validation back on will.

Customer not found by email

With searchForCustomersByEmail on, the order fails when the contact has no email, when no customer has that email, or when more than one does. Add or correct the contact in Unleashed, or remove the duplicate, then reprocess. If the channel sends new customers, email search is the wrong strategy for it.

Customer on stop credit

With failIfCustomerOnStopCredit on, orders for customers on Stop Credit fail on purpose. Resolve the credit position in Unleashed and reprocess, or use runMapsOnCustomerStopCredit for an alternative route.

Delivery contact conflict

The customer has a contact with the order's name and email but a different phone number. Correct the phone in Unleashed or give the delivery contact a distinguishing email. See the delivery contacts lesson.

Currency differs from the customer's

Unleashed refuses an order whose currency is not its customer's default currency. New customers are created in the order's currency, but Supply Lens does not change the currency of a customer that already exists. Check the customer's currency in Unleashed against the order, and agree with your Supply Lens contact how that customer's foreign-currency orders should be handled.

A rounding gap larger than the tolerance

With rounding adjustments on, a gap bigger than roundingTolerance is refused rather than adjusted. A large gap usually means a pricing problem, not rounding: check the prices and units on the order.

A salesperson is missing from the order

A salesperson name that does not exactly match an Unleashed salesperson's full name or email is dropped with a warning. Check the spelling, or switch to matching by email with salesPersonEmailTagMap.

An imported order never arrived

Check receive.orderStatuses, receive.setupDate, and the customer and warehouse inclusion and exclusion lists. Remember an order is imported once: if it was imported at an earlier status, it will not be imported again as an Order.

Getting help

If the problem persists, contact the Support Team at support@supplylens.co.uk with the Integration ID from the Integration tile and the Document ID.