Unable to Determine Why the Continuity Order Has Not Generated

Unable to Determine Why the Continuity Order Has Not Generated

Module: Continuity Processing
Path: Processing > Processing > Continuity Processing
Topic: Continuity Order not Generated
Version(s):  5.1 & up
Editions: All 

Unable to Determine Why the Continuity Order Has Not Generated

If you have a customer with a continuity subscription that has not generated a new order when it should have, you can review some of these common reasons why this may occur.

Creating a new continuity order for a customer: 
  1. The number of outstanding items: the number of items that have not been paid. These can be declined or on hold. 
  2. The outstanding item balance: the balance of the outstanding items.
    1. If the customer has three outstanding items totaling $150.00 your max outstanding items needs to be set to 3 or more and the max outstanding balance needs to be set to 150 or more in order to allow for this customer’s order to be created. This can be set in the Continuity Processing settings “Create One Order Now”.

Some other things to consider:
  1. Created but not shipped - the last continuity order that created did not ship (cancelled, declined, invalid, put on )
  2. Payment type - if payment method is set to Check, confirm system preference allows for continuities to create on check orders
  3. The type of outstanding items you are accounting for. This is set in the Continuity Processing schedule and can be:
    1. All Items: all outstanding items on the customer’s record.
    2. Installment Items Only: only outstanding installments on the customer’s record.
    3. Autoship Sequence Items Only: only outstanding items for that continuity subscription.
  4. Cycle days based off Order Date or Shipped date. The order date and shipped date may be different for several different reasons. Check the setup of the continuity sequence to determine which date the cycle days are based off from. (Note: if it is shipped date order must have been ship confirmed for the next order to be generated.)
  5. The number of reoccurrences. The number of occurrences set on the continuity subscription may have already been met. 
  6. The subscription is on hold or has been stopped.  

If you are still unable to determine why the continuity order has not been generated, member of the OrderLogix Support team will review the customer and the setup of the continuity to determine why the order has not been generated and provide you with steps to allow this to be created. This support is billed at our Tier 2 support hourly rate.  


Copyright 2019
Revised 9.09.2024



    • Related Articles

    • Shopify Order Import

      Module: Imports Path: Processing > Imports Topic: Shopify Order Import Version(s): 5.1 & Up Editions: All What Are Shopify Order Import This module is built for olx 5x and lets us import orders from the Shopify. It supports four payment gateways for ...

    • Can I Restart a Subscription That Has Been Cancelled?

      Module: Sales Topic: Subscription / Continuity Version(s): 5.1 Editions: All Can I Restart a Subscription That Has Been Cancelled? The short answer is No. Due to OLX providing a holistic platform we no longer allow the ability to restart a ...

    • Automatically Stopping Continuity Subscriptions for Orders in Unfavorable Statuses

      Module: Company Data Company Data > Company > System Preference > System/Subscription Topic: Subscription Version(s):  ? Editions: ? In the System Preferences window on the System/Subscription tab, there are three statuses that you can choose from to ...

    • How to Determine When to Schedule the Payment Processor

      Module: Payment Processing Processing > Payment Processing > Create Payment Batches Topic: When to Schedule Payment Batches Version(s): All Editions: All When you have multiple payment processors it can seem confusing determining how to setup a ...

    • Sales By Origin Report includes Continuity Orders

      The Sales By Origin Report, located under Reports -> Sales Reports, includes Continuity Orders in its totals. Currently the only way to filter out continuity shipments from the Sales by Origin Report is if the subsequent product offers are setup with ...