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Missing orders: what to check and how to ask for a resend

If a retailer says they sent you an order but you can't find it in your system, work through the checks below. They tell you whether Logicbroker received the order, whether it was sent on to you, and who can resend it.

Start with check 1. It tells you which of the three situations below applies to you. The numbered sections after them give the detail.

The order is not in Logicbroker

Who this applies to: suppliers on any connection (EDI, API, SFTP file or a connector).

What it means: delivery stopped before Logicbroker. Logicbroker most likely never received the order from the retailer, so the retailer owns the next action.

What to check:

  1. Search for the PO number on the Orders page with all filters cleared, as described in check 1.
  2. Check that the order isn't already in your own system under the same PO number.

The fix: ask your retailer to check that they sent the order and, if needed, to send it again. If the retailer confirms they sent it, contact Logicbroker Support. Don't ask Logicbroker Support for a resend first: Logicbroker can't resend an order it never received.

How to check it worked: the order appears on the Orders page when you search for its PO number.

When to contact Support: when the retailer confirms they sent it. Include the details listed in Ask for a resend, and say that you couldn't find the order in Logicbroker.

The order is in Logicbroker but not in my system

Who this applies to: suppliers on any connection. What to check depends on how you receive orders.

What it means: Logicbroker received the order. Its status shows where delivery stopped:

  • Failed: delivery stopped in Logicbroker. Logicbroker couldn't process the order or couldn't deliver it to you. You can retry it yourself (see Should I retry or ask for a resend?).
  • New: Logicbroker is still processing the order. Check again shortly.
  • Submitted: if your system collects orders through the Logicbroker API or from an SFTP folder, the order is normally waiting for your system to pick it up. Your side owns the next action: check that your system is still collecting orders.
  • Ready to Acknowledge or a later status: Logicbroker has usually already sent the order or made it available to collect. Delivery most likely stopped on your side or at your EDI provider.
  • Cancelled or Ignored: Logicbroker won't send the order. An order that stays Failed for more than 30 days is marked Ignored automatically. If you think that's wrong, contact your retailer or Logicbroker Support.

What to check:

  1. Open the order and look at its Events and Attachments (see Find out what happened).
  2. If you receive orders by EDI, open More Actions › View EDI and note the envelope and group control numbers.
  3. Work through Check your own system, including your error or exception queue.

The fix: if the order is Failed, retry it. If Logicbroker shows the order as sent, ask your EDI provider or integration partner to trace it first. If they can't find it, ask Logicbroker Support for a resend.

How to check it worked: the order appears in your system. For EDI, a Functional Acknowledgement attachment on the order means Logicbroker received a 997 back from your side.

How to avoid a duplicate: check that the order isn't already in your system under the same PO number, including any error or exception queue, before you retry or ask for a resend.

Should I retry or ask for a resend?

Who this applies to: suppliers who found the order in Logicbroker.

What it means: Retry and a resend both send the order to you again. You can only retry an order yourself while its status is Failed. For any other status, only Logicbroker Support can resend it.

  • The order is Failed: you own the next action. Check the event message first. Then click More Actions › Retry, then Yes (see Retry a failed order). If the order failed because of a problem in its data, retrying won't fix it: contact your retailer or Logicbroker Support.
  • The order failed again after a retry: contact Logicbroker Support.
  • The order shows as sent, but it isn't in your system: after the checks above, ask Logicbroker Support for a resend.

How to check it worked: after a retry, the order's status changes from Failed to New, then moves on as Logicbroker processes it. If it goes back to Failed, read the new event message.

How to avoid a duplicate: retry or ask for a resend only after you've confirmed the order isn't in your system. In your request, say whether you want the order resent or only checked.

1. Check whether Logicbroker has the order

  1. Click Orders in the left-hand menu.
  2. Type the retailer's PO number in the Search... box. If you're filtering the list (for example by status or by the Select sender... retailer filter), clear the filters first.
  3. If the order is listed, click View to open it. The top of the page shows the PO number, the Logicbroker ID#, the retailer, the order's Status and the date Logicbroker Received it.

If you can't find the order, Logicbroker most likely hasn't received it from the retailer. Go to Ask for a resend.

2. What the order's status tells you

  • Failed: Logicbroker couldn't process the order or couldn't deliver it to you. See Find out what happened, then retry the order.
  • New: Logicbroker is still processing the order. Check again shortly.
  • Submitted: the order is ready to be sent to you or collected by you. If your system collects orders through the Logicbroker API or from an SFTP folder, orders normally wait in Submitted until your system picks them up. Check that your system is still collecting orders.
  • Ready to Acknowledge, Acknowledged, Ready to Ship or a later status: Logicbroker has the order and has usually already sent it to you or made it available to collect. Check your own system and your EDI provider (see Check your own system).
  • Cancelled or Ignored: Logicbroker won't send the order. An order that stays Failed for more than 30 days is marked Ignored automatically. If you think that's wrong, contact your retailer or Logicbroker Support.

3. Find out what happened

On the order page:

  • Events: expand this section to see what happened to the order and any errors. If the latest event is an alert, it also appears at the top of the page as Most recent event. For example:
    • Error transmitting EDI: Logicbroker couldn't deliver the EDI file to your EDI connection. Logicbroker tries up to 5 times before it marks the order Failed. The event details show the error your connection returned.
    • EDI 850 rejected: your system or EDI provider sent back a 997 functional acknowledgement that rejected the order.
  • Attachments: if you receive orders by EDI, an attachment such as EDI 850 is the EDI file Logicbroker created for you (an attachment named EDI Document is the file the retailer sent). A Functional Acknowledgement attachment means Logicbroker received a 997 back from your side for that order.
  • More Actions › View EDI: shows the order's most recent EDI file, with its envelope and group control numbers. Once Logicbroker has sent the order to you by EDI, this is the file Logicbroker sent you. Give these numbers to your EDI provider so they can trace the file.
  • Document Processing History: lists the actions Logicbroker has run on the order and when.

To look across all your orders, use:

  • Reporting › Events: events for all your documents. Filter by Partner or Severity to find problems.
  • Reporting › Failed Documents: failed documents grouped by reason. See Failed Document Summary.
  • Connections › EDI: if you manage your EDI settings, the EDI Transmission Failures table lists files Logicbroker couldn't deliver to you.

4. Check your own system

If Logicbroker shows the order was sent, the problem is usually on the receiving side. Before you ask for a resend, check the following:

  • EDI: ask your EDI provider to look for the file using the control numbers from View EDI. Check whether your system received the order but held it in an error or exception queue, for example because a field was longer than it allows.
  • API or an integration partner: check that your system or integration partner is still collecting orders and look at its logs for errors.
  • Connectors (such as a shopping platform): check the order's Events for errors sending it to your platform.

Also check that the order isn't already in your system under the same PO number. If it is, a resend could create a duplicate.

5. Retry a failed order

You can resend an order yourself only when its status is Failed:

  • On the order page, click More Actions › Retry, then Yes.
  • To retry several orders, select them on the Orders page, click Retry, then Yes. Logicbroker retries only the selected orders that are Failed.

You can retry an order for 30 days after it fails. After that, Logicbroker marks it Ignored, and you need to ask Logicbroker Support to resend it.

Retry sends the order back through processing. Logicbroker checks the order again and sends it to you again. If the order failed because of a problem in its data, retrying won't fix it. Check the event details and contact your retailer or Logicbroker Support. If nothing happens when you click Yes, your user may not have permission to manage orders. Ask your account administrator.

6. Ask for a resend

  • You can't find the order in Logicbroker: ask your retailer to check that they sent it and, if needed, to send it again. If the retailer confirms they sent it, contact Logicbroker Support.
  • The order failed again after a retry: contact Logicbroker Support.
  • Logicbroker shows the order as sent, but it isn't in your system: after the checks in step 4, contact Logicbroker Support to ask for a resend. Support can also tell you when the order was sent and its control number.

When you contact Support, include:

  • the retailer's name and the PO number (and the Logicbroker ID# if you found the order)
  • what you see in Logicbroker: the order's status and any event message, or that you can't find it
  • how you receive orders (EDI, API, SFTP file or a connector) and who your EDI provider is, if you have one
  • what your system or EDI provider found, such as control numbers, dates and times, and any 997 you sent
  • whether you want the order resent or only checked

If several orders are missing, list all the PO numbers in one request. To compare many orders with your own system, select them on the Orders page and click Export, or use Reporting › Advanced Export.

Get told about problems sooner

Under My Profile › Notifications, you can turn on emails such as New order and EDI document rejected.

Related articles

Need help? In the portal, go to Help › Submit a ticket, or email support@logicbroker.com.

We're updating this article. Some steps and screenshots may not match the portal yet. If anything is unclear, contact support@logicbroker.com.