Checking for Alerts with Suspensions

In some Alerted scenarios, the record is suspended from advancing the workflow. The Alert message provides the cause of the error and the Order Management user needs to correct the error and clear the Alert and suspension to let the record advance the workflow.

After the alert has been addressed, clicking the Clear Alerts button removes the message from the top of the record but not the System Events. You can unsuspended a record by clicking the ??? along the top right of the dialog. Records that are Suspended include Alerts.

Monitoring Frequency

Actions

Regularly

Regularly monitor Alerted and Suspended records.

Investigate and fix any issues as follows:

  1. Click view for Alerted records or select Suspended from the Quick Search drop-down list.
  2. Select the record that needs attention.
  3. Investigate and correct the problem.
  4. Click Clear Alerts.
  5. Click ??? to remove the record’s suspension.

Example: A merchant adds a new Item to the Amazon site. The Item doesn't exist in Order Management. However, the Sales Order is Suspended and can't progress to fulfillment until the issue with the Order is resolved. The Order includes an Alert that identifies the reason for the Suspension. The Order Management user views the Sales Order Alert and determines that the Item with the Amazon SKU doesn't exist in Order Management. The Order Management user needs to create a new Item with the Amazon SKU as the Order Management Item Code. The Order Management user then adds the new Item to the Sales Order and removes the Suspension on the Order.

To check for alerts and Unsuspend the Sales Order, the following activities must be completed:

To check for Alerts, follow these steps:

  1. In the Sales accordion menu, select Order Manager.
  2. From the search criteria fields, select Amazon in the Catalog drop-down list and Suspended in the Quick Search drop-down list. Then click Search.
  3. A list of all Suspended Amazon Orders are highlighted in yellow in the list of Sales Orders. The ??? Alert indicator also appears for Alerted orders.
  4. Select an Order by clicking its ID. The Order details dialog opens.
  5. Review the Alert description in the System Alerts section along the top of the dialog.

To create a new Item, follow these steps:

In this example, the Alert indicates that the Amazon SKU can't be resolved. The Item doesn't exist in Order Management. The Order has been Suspended. A new Item needs to be created with the Amazon SKU entered as the Order Management Item Code.

  1. In the Inventory accordion menu, select Inventory Manager.
  2. Click the New Item link at the bottom of the Item Summary section. This opens the New item dialog. See Creating New Items for details on all the Item fields.
  3. Select Item in the Item Type drop-down list.
  4. Enter the Amazon SKU in the Item Code field. Complete the remaining fields.
  5. To add product images, click Save & Upload Pics, upload the images, and click Finished or click Save to save the Item without uploading any images.

    This opens the Item details dialog.

    Note: Edit fields in the Item details dialog as described in Editing Items.

To add the new Item to the Suspended Sales Order, follow these steps:

  1. In the Sales accordion menu, select Order Manager.
  2. Search for a Sales Order by entering the Order ID from the Order # drop-down list. See Searching for Sales Orders, Shipping Orders, and Payments. Click Search.
  3. Click the ID of an Order. The Order details page appears.
  4. Scroll to the Items section and click Add.
  5. Enter the Item Code in the Item Code field. This is the Amazon SKU number. Click Search. The Item Code and associated information appears.
  6. Click Add. The Item is now added to the Sales Order.

To clear the Alert and remove the Order from Suspension, follow these steps:

  1. Click Clear Alerts at the bottom of the System Alerts section.
  2. Click ??? to remove the suspension from the Sales Order.
  3. Click the Add this item to your current order link.
  4. Scroll to the Attributes section.The AmazonItem attribute must be set to Update in order to send the information to Amazon.
  5. Select Update from the AmazonItem drop-down list.
  6. Click Update. When the next scheduled Order Management connector task is run, inventory and pricing are updated to Amazon.
  7. Confirm the SKU at the Amazon Seller Central at http://sellercentral.amazon.com/gp/homepage.html

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