Product not found errors
Lesson 15 of 17 6 min read
The most common reason a Document fails is an unrecognised product code. Learn to read the error, fix the cause and reprocess.
SKU mismatches are the single most common cause of integration errors. When Supply Lens cannot match a product on an incoming Document, it holds the Document and raises an error rather than creating a partial or incorrect record. In this lesson you will learn to recognise the error, find the code at fault and fix it properly.
The error
In the Document's logs you will see a message like this:
A product with Id '00000000' or code 'ABC' does not exist.
The code in quotes is the one Supply Lens could not match. On the Document itself, the line for that product has no green tick, because it was not matched to one of your records.
Fix it in four steps
- Open the failed Document from its list (for example Sales → Orders).
- Open the Logs and note the unrecognised code.
- Check whether that code exists in your ERP or inventory system's item master.
- It does not exist: add it, making sure the format matches exactly what the source system sends.
- It exists, but the format differs (the source sends
WIDGET-001, your system storesWidget001): either correct the code in the source system, or ask Support to add a cross-reference record in Supply Lens that translates one code to the other.
- Once the code is resolved, reprocess the Document.
Many Documents, one fix
If the same code appears on many Documents, fix it in your item master first, then reprocess
all the affected Documents in one go. Filter the list to Failed, check the count, select them
and reprocess.
Spotting format differences
Matching is exact by default, so look closely:
| What the source sent | What your system holds | Difference |
|---|---|---|
ridge-esp-1kg | RIDGE-ESP-1KG | Letter case |
1234 | 01234 | Leading zero |
RIDGE_ESP | RIDGE-ESP | Separator |
TASTER-BUNDLE | (nothing) | Bundle not set up |
Fix the product, not the Document
You could edit the Document to change the code, but that only fixes one order. Fixing the product (or adding a cross-reference) fixes every future order too. Keep editing for genuine one-offs, such as a discontinued line the customer agreed to substitute.
Linking a code from a document comparison
When you compare the lines of two related documents, such as an invoice and its order, a line that did not match a product can be linked to one so it matches next time.
The retailer's own codes
Hilltop's grocery chain sends its own product codes on EDI orders, not Hilltop's SKUs. The first order fails: A product with Id '00000000' or code '5012345' does not exist. Priya cannot ask a national retailer to change its codes, so she sends Support a list mapping each of the chain's codes to Hilltop's SKUs. Support sets up the cross-references, Priya reprocesses the order, and every future order from the chain matches automatically.
Recap
- "A product with Id ... or code ... does not exist" means an incoming code could not be matched; the line has no green tick.
- Find the code in the logs, then add the product or correct the format in your item master, or ask Support for a cross-reference.
- Reprocess once fixed; for many Documents, fix once then bulk reprocess.
- Prefer fixing the product to editing the Document, except for genuine one-offs.
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