Sales order troubleshooting

Create Order runs a validation check before it promotes a quote to an open order. If a customer or line item is not valid, nothing happens and the reason appears at the top of the order.

Fix the flagged items, then click Create Order again:

1. Select a customer. Missing customer shows Please select a customer and try again.
2. Give every line a quantity greater than zero. A zero quantity shows quantity must be greater than zero.
3. Set a tax rate on every line. A missing rate shows Tax rate is missing.
4. Make sure no line has an empty name. An empty line shows Line Item name is missing or empty.

The same validation runs on Save, and again before Ship, Invoice, and Return, so clearing it once unblocks the whole workflow.

Ship only appears while the order is Open and at least one line still has quantity left to ship (ordered quantity greater than quantity already in shipments). A quote, a closed order, or an order whose lines are all fully shipped will not show Ship.

• If the order is still a Quote, run Create Order first.
• If you clicked Ship but see Please select one or more line items to pick / pack or dispatch., tick the checkbox on the lines you want to ship, then click Ship again.
• On the shipment itself, Pick asks you to reserve stock for any batch-tracked or serial-tracked items before it will complete. Select the required batches or serials, then finish picking, packing, and dispatch in order.

The shipment contains batch-tracked or serial-tracked items (or a bundle that includes tracked parts). Qoblex cannot dispatch tracked stock until you say exactly which batch or serial units are leaving.

When the batch reservation dialog opens during Pick, choose the batch or serial reservations for each tracked line, accept the dialog, then continue to Pack and Dispatch.

Invoice only appears while the order is Open and at least one line still has quantity left to invoice (ordered quantity greater than quantity already invoiced). A quote or a fully invoiced order will not show Invoice.

• If the order is a Quote, run Create Order first.
• If you clicked Invoice but see Please select one or more line items to invoice., tick the lines (or extra charges) you want to invoice, then click Invoice again.

Return and Refund only appear once the order has something to reverse: at least one dispatched shipment, or at least one authorized invoice. A quote, or an open order with no dispatched shipment and no authorized invoice, will not show Return. A locked order also hides it.

Dispatch or invoice the relevant items first, then reopen the Return menu. If you clicked Return or Refund but see Please select one or more line items to return., tick the lines first.

Close Order (the auto-complete action in the More actions menu) tries to finish the whole order in one pass: it accepts the quote if needed, allocates stock, packs, dispatches, and invoices every remaining item. It does not require the order to be shipped beforehand. If any of those steps cannot complete, the order is left unchanged and the failure is shown as a validation message on the order.

Common causes and fixes:

• Cannot dispatch the order ! means picking or packing could not complete, usually because batch-tracked or serial-tracked lines still need their batches or serials selected. Open the shipment, run Pick, reserve the required batches or serials, then retry Close Order.
• An allocation error means there was not enough available stock to allocate every line. Add stock or adjust quantities, then retry.

Close Order is hidden while the order is locked, and it is only offered on Quote and Open orders.

Allocation reserves on-hand stock at a location for the order’s lines. You reach it from the Pending shipment link on the order, which opens the Pending shipment screen. If the allocate step cannot complete, the reservation is not made and a message appears at the top of that screen. The message you see depends on which control you used:

• The primary Allocate button runs in the background and reports a generic failure, Something went wrong. Please try again or contact support if the issue persists. It does not spell out which line was short. Check on-hand stock at the order’s locations, add stock or reduce the quantity, then click Allocate again.
• When you move reservations to a specific location with the Change Location control, Qoblex validates that exact location and surfaces the detailed reason (including any stock shortfall) as a validation message. Use this control when you need to see why a particular location cannot cover a line.

To move existing reservations to a different location, click Change Location, pick a location, then confirm. Leaving the location empty shows Please pick a location before moving these allocations. Note that the Pending shipment link is shown only while the order is Open and its stock status is not yet Fulfilled, so a quote or a fully dispatched (fulfilled) order will not show the link.

Cancel Order first works out what would need to be returned. If any line has already been dispatched on a shipment, Qoblex blocks the direct cancel and shows One or more lines have been shipped. Please return these items first then try again.

Create a return for the shipped items first, then run Cancel Order again. Cancel Order is only offered on orders that are not quotes and not already canceled.

Delete is only available for a Quote, or for an Open order that has no shipments and no invoices yet. As soon as an order has a shipment or an invoice, the Delete option is hidden and the order can no longer be deleted.

To back out an order that already has downstream records, use the return, refund, or Cancel Order workflows instead. (Behind the scenes, deleting an open order reverts it to a quote first, which is why an order with shipments or invoices cannot be deleted.)

The sales workspace shows each action only when its status and permission rule is met, so a missing button is normal rather than a fault. Quick reference:

• Unlock Order appears only on an order that came from a connected sales channel and is currently locked.
• Close Order appears only on a Quote or Open order that is not locked.
• Cancel Order appears only on an order that is not a quote and not already canceled.
• Delete appears only on a quote, or an open order with no shipments and no invoices.
• Ship, Invoice, Return, and Refund follow the rules described in the entries above.

If the order is locked by a channel integration, most edit and workflow actions are hidden until you Unlock Order.

Send to Shipstation only appears when the company has the ShipStation integration installed, and only on a saved order that is not a quote and not deleted. If the option is missing, the integration is not connected.

Connect ShipStation in the company integration settings, then reopen the More actions menu. See the ShipStation integration documentation for setup and label handling.