A cart hasn't imported to my ERP system

 

Occasionally a cart can get stuck somewhere in the import process.  In most cases, those issues are easy to fix.  

First, a quick overview of cart import statuses:

  1. PENDING - The user has clicked "Finish Checkout" but the cart hasn't proceeded past that point.
  2. PROCESSING - Your gateway server has reached out to start the import process, but the cart hasn't reached your ERP system yet.
  3. PROCESSED - Everything is fine. The cart imported to your ERP system.
  4. ABORTED - The ERP system attempted to import the cart, but it encountered an error.

Carts Stuck in Pending

Seeing a cart in the PENDING status is not necessarily a reason for concern.  It's a normal part of the process that a cart will be in the PENDING status for a brief period of time (a minute or two).

If carts are stuck in the PENDING status, there is likely a communication issue between your gateway server and the website.  The first thing to try in that case is to restart the gateway server.  Once the machine is restarted, the PENDING carts should start processing almost immediately.

If restarting the gateway server doesn't fix the issue, or if you have to restart the gateway often to fix orders stuck in the PENDING status, contact Aldrich Web Solutions.

Carts Stuck in Processing

When a cart is in the PROCESSING status, it means that gateway server has created the import files and they are waiting to be picked up by your ERP system.  Under most circumstances, the cart will be in the PROCESSING status only briefly (a couple of minutes), before it changes to PROCESSED (meaning the order has imported into your ERP system).

If new carts are getting to the PROCESSING stage but are never changing to PROCESSED, there is likely a problem with the ERP service that pulls in the import files that the WebAlliance system creates.  If P21 is your ERP system, that service is called the P21 Scheduled Import Service.  In most cases, the solution to this problem is to restart the ERP import service.  Once the service has been restarted, the orders should quickly move from PROCESSING to PROCESSED.

If the carts continue to stay in the PROCESSING status after the service has been restarted, contact Aldrich Web Solutions.

Aborted Carts with Errors

When a cart has an ABORTED status, it means the WebAlliance system has created import files with the cart data and your ERP saw those files and attempted to import them.  However, the ERP found something wrong with the cart data, so it didn't complete the import.  Instead, it sent an error message back to the WebAlliance system with an explanation of the problem.

You can see the error message your ERP system sent back to the WebAlliance system in a couple of places:

  • The Order Details screen will show the errors in a red box at the top of the screen.
  • You will receive a "Cart was not imported" email for the cart, which contains the error message.

There are a wide variety of reasons this might happen.  Take a look at the A Cart is Marked "ABORTED" article to see a few of the possibilities and how to correct them.

ABORTED carts can generally be corrected by fixing the issue the error is referencing and resetting the cart.  Depending on the error message, the fix will be made to the cart on the website, or a change will be made in your ERP system.