This page helps you find out why a sales order, an invoice, a price, a scheme or a claim did not behave as you expected, and sends you to the Sales page that has the full fix. Most sales problems start earlier than where they show up. A wrong invoice total usually comes from the price list, discount group, tax group or scheme the order picked, and a refused action usually means a quantity has already moved on to fulfilment or invoicing. So read the record that made the decision before you change a total.
Overview
Each Sales page ends with a Common problems section that lists the messages and dead ends for that part of the process, with the cause and the fix. This page is the way in: find your symptom or the exact message below, read the short answer, and follow the link for the details.
| You see | Where it is decided | Go to |
|---|---|---|
| A message when you save or change an order or an order line | The order and its lines | Orders |
| "No pending … found", "Item Lot not found for allocation." or "Available stock not found for allocation." | Allocation and fulfilment | Allocation and fulfilment |
| A price, discount or tax that looks wrong | Price lists, discount groups, tax groups | Prices, discounts and tax |
| A scheme that did not apply, or "Scheme Budget Exceeded!" | Trade schemes | Schemes |
| "Credit limit exceeded for …" | Credit limits | Credit limits |
| A message when you post, cancel or delete an invoice | The invoice | Invoices |
| A bulk run that skipped or shorted an order | Order Processing and bulk conversion | Bulk processing |
| A group with the wrong members | Account groups and item groups | Groups |
| A claim that will not reconcile, batch or settle | Claims | Claims |
| A partner application, finance case or lender problem | Partner onboarding and vehicle finance | Partners and finance |
When to use it
Use this page when:
- a sales action shows a message and you don't know which setting or record is behind it;
- an order or invoice saved, but a price, discount, tax or scheme benefit is not what you expected;
- a bulk run, allocation or cancellation did less than you asked for;
- you are an administrator and a user has reported one of these.
Procedure
Step 1 — Note exactly what you see
Copy the message word for word, together with the document number and the line, if one is named. Many messages include the figures that caused them, such as the open amount in a credit-limit message or the transacted quantity in a quantity message.
Step 2 — Open the document that made the decision
Open the order or invoice from its list and read the header first: Account, Partner Account, Branch, Price List, Discount Group and the document date. Prices, discounts, tax groups and schemes are all chosen from these values, so one wrong header value explains many wrong lines.
Step 3 — Read the line's progress counters
On the order line, read how much has been released to fulfilment, allocated, invoiced, cancelled and returned. Most "cannot" messages about quantities mean part of the line has already moved on. See Order lines.
Step 4 — Find the section below and follow the link
Each section below gives the usual cause in a sentence or two and links to the page that has every message for that area.
Step 5 — Correct the cause, not the result
Change the setting or record that made the decision, then rerun the action, for example Reprice, Reset Scheme and re-apply, or Allocate again. Avoid typing over a calculated total or raising an extra document to balance a wrong one.
Common problems: orders and order lines
"Transacted quantity (…) cannot be reduced. Attempted quantity: …"
Part of the line has already been released to fulfilment, cancelled or returned, and the message gives that amount. Enter at least that quantity, or reduce the released part on the fulfilment document. See Order lines.
"Cannot cancel quantity beyond pending invoice and fulfillment order quantities."
You tried to cancel more than is still waiting to be invoiced and fulfilled. Cancel only the pending remainder. See Creating a sales order.
"Item is Inactive.", "SKU is required for this item." or "Select an Item or enter a Description."
These are line checks. The item was deactivated, the item is sold by SKU and none was picked, or the line has neither an item nor a description. See Order lines.
"Key fields are not editable once the related objects are added."
Once a document has lines or related records, its party and branch fields, and a package line's item, are fixed. Create a new document instead. See Creating a sales order.
"There are downstream transactions. The record cannot be deleted."
Part of the order or line is already on a fulfilment document or invoice. Cancel what has not been released instead of deleting.
"Resource is not authorized for Partner Account '…'."
The sales person on the order is not assigned to that company or branch. See Creating a sales order.
Common problems: allocation and fulfilment
"No pending allocation quantities found in order lines to create allocation."
Every selected line is already allocated, cancelled, or has nothing pending. Check the lines' counters before you run Allocate again.
"Item Lot not found for allocation." or "Available stock not found for allocation."
There is no eligible stock for the line at the order's branch and selling company. For a lot-tracked item, the lots may also be on hold, too close to expiry, or not the preferred lot. Stock at another branch does not count. Fix the stock and run the action again. See Allocating stock to orders.
Allocation on the fulfilment document left quantity pending
On the fulfilment document, allocation reserves what it can and leaves the rest pending. This is by design. Replenish and run Allocation again.
"Cannot create delivery for Picking Lines that are not confirmed."
Run Confirm Picking before Picked Delivery. For this and the other picking messages, see Picking and fulfilment.
Common problems: prices, discounts and tax
A new order has no price list, or the wrong one
Price lists are chosen by type, Active, and scope: Partner Account, Branch and Price-type account groups. A list with any scope set beats an open list, whatever its Default flag. Changing the order's Price List does not reprice the lines on its own, so select Reprice afterwards. See Price lists.
The line has no price
No rule on the order's list covers the item on the pricing date, or the rule's SKU, Item Lot Type or Service Type does not fit. A line that names a different list from the document finds no rule and keeps its old price. See Price lists.
The contract discount is missing
The document has no discount group, the group's scope no longer fits, or no rule covers the item on the document date. Lines that existed before the rule changed keep their old value. See Discount groups.
A line has no tax group, or the wrong one
Tax group rules match on the document's Tax Supply Type, the company and branch, the item or item group, and the dates. Two matching groups with the same Sequence Number pick an unpredictable winner. See Tax groups.
Common problems: trade schemes
A scheme didn't apply
Check, in this order:
- The scheme is Approved and the document date is between Val From and Val To.
- The Scheme Type covers this document. A per-invoice scheme never fires on an order.
- An Apply On Selection scheme has to be applied by hand with Apply Scheme.
- The slab's conditions are met. Get Qualified Scheme Slabs shows what qualifies, and Get Scheme Recommendations shows how far short the document is.
- The account and partner match, and any account groups on the scheme are Scheme-type groups they are active members of.
- The budget has headroom. An invoice also needs both a scheme-wide budget row and a partner or partner-group row, unless Ignore Budget is on.
The scheme's Branch is not a filter. Full list of scheme problems: Trade schemes.
The discount was on the order but disappeared on the invoice
The invoice is missing one of the two budget tiers. Add it, or tick Ignore Budget on the scheme. See Trade schemes.
A scheme benefit looks stale after I edited the lines
Run Reset Scheme on the document, then apply the scheme again.
Common problems: credit limits
"Credit limit exceeded for …"
The customer's open, posted receivables with this company, plus the amount being checked, are more than the Credit Limit Amount. The message shows the open amount and the limit. On a new order the customer is often already over the limit before this order is counted. Collect and post payments, clean up stale open items, or raise the limit. Changing Utilized Limit or Avaliable Limit does not change the check. See Credit limits.
A customer over their limit can still order or be invoiced
The check is skipped when there is no record for the order's company, when the limit is zero or less, or when the Sales setting Route credit limit breaches to an approval process is on. Invoices are checked only when they carry a positive Finance Amount. See Credit limits.
Common problems: invoices
"Only a posted invoice can be cancelled."
The invoice's journal has not been posted, or the invoice is already cancelled. A Draft invoice is deleted, not cancelled. See Invoices.
"An invoice can only be cancelled within 24 hours."
The cancellation window, counted from the document date, has passed. Raise a credit note instead. The number of hours comes from the Sales setting Cancel Invoice allowed within (hours, 0 = no limit), so your message may show a different figure.
"No GL account resolved for line '…'."
Posting found no account for an item, a tax or the counterpart. An administrator adds a posting definition or a chart-of-accounts default, and then you post again. See Invoices.
An invoice line refuses a quantity, price or delete
See Invoice lines for every line message, including "Quantity cannot be less than the already transacted quantity." and "Unit Price should be zero for bundled items."
Common problems: bulk processing and conversion
"No stock available to allocate for item '…'"
In Order Processing, no line of the order found stock to invoice. Turn on Exclude Stock Out to skip such orders and report them, or fix the stock. A line with only part of its stock is invoiced for what was found, and the rest stays pending on the order.
An order is missing from the Order Processing list
It has no pending invoice quantity left, or it falls outside your filters. Both dates default to today.
A bulk conversion batch skipped or failed lines
Each batch line carries its own reason. See Bulk conversion for the batch messages, and Conversion definitions for set-up errors such as "has no RecordActionName".
Common problems: account and item groups
A price list, discount, tax group or scheme ignores my group
The group's type must match the feature that uses it (Price, Discount, Scheme and so on), and for most features the member must be active. See Account groups and Item groups.
The group has no members, or every account, after I saved the rules
Saving the rules does not build the members. Select Process Members on the group, wait for the background run, and refresh the Members tab. A group with no conditions, or with no Rule Success Criteria, takes every account. See the same two pages.
Common problems: claims
A claim does not move on, or a run fails
Generation, checklist, reconciliation, batching and settlement each have their own messages:
- generating claims: Claim generation setups;
- checklists, approval and reconciliation: Claims;
- settling approved claims: Claim settlement setups.
Common problems: partner onboarding and finance
A partner application action is refused
Withdraw, legal hold and activation each require a value first, such as a reason or a received security deposit. See Partner onboarding.
A finance case or lender scheme is refused
See Finance cases for amount, tenure and branch messages, and Financers for lender and scheme set-up.
Permissions
You see a sales action only when your security profile grants it and the record's layout shows it. When a button you expect is missing, for example Post General Ledger on a Draft invoice, check the record's state first and then the action grant. New, Edit and Delete follow your profile's access to the entity. See Security profiles.
Configuration
The settings behind the commonest messages are in Setup → Feature Hub → Sales → Settings:
| Setting | Group | What it changes |
|---|---|---|
| Route credit limit breaches to an approval process | Credit limit | Off (default): an order or invoice that breaches the limit is refused. On: it is not refused, and you control the override with an approval process instead. |
| Cancel Invoice allowed within (hours, 0 = no limit) | Invoicing | How long after its document date a posted invoice can be cancelled. The default is 24. |
Price lists, discount groups, tax groups, schemes, credit limits and groups are records, not settings. Each page linked above has a Configuration section for its own area.
Common questions
Why does the message name a different record from the one I am on?
Many sales actions work on related records. Allocating an order creates allocation lines on a fulfilment document, and posting an invoice resolves accounts for each line and tax. The message names the record where the check failed, so open that record. The document and line name in the message, such as the order line or the invoice line, tell you where to look. Fix the cause there and rerun the action from the document you started on.
Will fixing a price list, discount or scheme correct orders already saved?
No. Saved documents keep the prices, discounts and tax groups they were given. After you correct the set-up, open each affected open order and use Reprice, or Reset Scheme and apply the scheme again. For a posted invoice, raise a credit note, or cancel and re-raise the invoice while the cancellation window is open. Before you change a shared rule, check which open documents use it, because the next reprice on any of them will pick up the new value.
Who should I contact when a message points to set-up?
Messages about posting definitions, credit limits, price lists, tax groups, schemes, groups and Sales settings need an administrator, because these records are shared by everyone who sells. Send them the exact message, the document number and the line, which together let them find the rule that made the decision. Quantity, stock and status messages can usually be fixed by the user on the document itself, by reducing, cancelling or replenishing.