Sales orders closing by themselves

Tim_E-Motion · ‎December 02, 2021

Hello,

We have had an issue for years where open sales orders will randomly close themselves. They do not show up in open sales orders, and the parts do not show owed to a customer against our inventory in the item list.

This happens when we ship a partial to a customer and invoice some of the items on the sales order, and the rest is to be shipped later (back order). We had hoped this issue would be a thing of the past when we switched to Enterprise, but it is still happening. The only way to catch them is when a customer calls to ask where their parts or invoice are, or when we are doing inventory counts and someone dives deeper to see why we are showing parts in inventory that are not actually there.

This glitch is a good way to never charge a customer for parts they were shipped (especially on a drop-shipment). We just found a large one today that should have been charged weeks ago, but it was essentially "gone" so there was nothing telling us the remaining parts still needed to be invoiced to the customer. Only inventory counts uncovered the issue. This is potentially an expensive problem, and I wouldn't doubt that it has bitten us in the past and we just never knew it.

Ethel_A · ‎December 02, 2021

Welcome to the Community, @Tim_E-Motion.

I'll share some insights to resolve this issue about a sales order closing by itself.

When you have a sales order that is not yet complete, make sure to issue a partial invoice only. Also, check if there is no other invoice attached to the Sales Order. You can verify this by creating a Transaction History Report.

Follow these steps below:

Open the Sales Order.
Click the Reports menu at the top.
Select Transaction History.

It will show the Invoice attached to the Sales Order.

If everything looks good and you're still getting the same issue, I recommend doing some troubleshooting steps.

We have this diagnostic tool that combs through, repairs, and diagnoses any damage within your company file that we need to fix. Rebuilds and verifies are essential when trying to repair minor corruption. And, also aids in determining if the issue is from the file or something else.

Here's how to perform the rebuild and verify:

From the File menu, click on Utilities.
Select Rebuild Data.
Go back to step 1, then choose Verify Data.

For your reference, here is an article that can further guide you on troubleshooting data damage within your file: Resolve data damage on your company file.

Let me know how it goes or if you have any other questions about sales orders by commenting below. I'm always here to help.

Topics

Training

Community

Resources

Sales orders closing by themselves

Sales orders closing by themselves

Need to get in touch?