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