Troubleshooting OE30, IN41 and RS41

• When I enter the Customer code, the following error message displays: "You cannot use this Customer. No Payment Methods are configured".
  This message displays when the Sales Office selected in OE30 does not have a Payment Method set up in Maintain Payment Methods (IN08/Currencies). You must first set up a Payment Method in IN08 for the Sales Office before you can create a Sales Order or Quote for a Customer using that Sales Office.

• The 'Payment Preference' from Maintain Customer Master (SU13/Invoicing) did not display in the 'First Payment Method' field on the Totals folder in OE30.
  Regardless of the 'Payment Preference' set up in SU13, when the Order total in OE30 is ZERO, the 'First Payment Method' automatically defaults to On Account (even if the Customer is only set up to pay by an EFT Method).

  Even if you go back and add a price to the Sales Order detail line, the Totals folder still displays 'On Account'. Once the 'First Payment Method' is set for the Sales Order, you can only change it manually.

• When I create a Copy of the Order in OE30, the 'First Payment Method' is NOT the same.
  Yes, you can make a Copy of the Sales Order using the Copy Order function and the Copy does not have the same First Payment Method. When the 'Retain Payment Method' field is not selected on the Copy Order screen, the 'Payment Preference' field from Maintain Customer Master (SU13/Invoicing) is used for the Copy. The 'Payment Preference' from SU13 is not necessarily the same as the 'First Payment Method' set up in OE30/Totals for the original Order; the operator can change the 'First Payment Method' on the Totals folder, and when the Copy is created, the First Payment Method defaults to the 'Payment Preference' from SU13.

• Do Orders created with a Manual Hold in OE30 automatically release on their Release Date?
  No, when you create an Order with a Manual Hold, the Order does NOT automatically release on the Release Date. The Order is only Released once the Manual Hold is removed from the Sales Order in Release Orders on Hold (OE65). You can view all Orders on Manual Hold by running Print Order Hold File (OE53).

• I created Orders in OE30 with EFT Payment Methods but I do not see the Orders being Pre-Authorized in AR38 or waiting for Pre-Authorization in AR39.
  If the 'EFT Pre-Authorization Mode' in CC96 is set to 'Order Schedule' for the current Warehouse, you are required to run OE32 before the Orders can be Pre-Authorized in AR38 or AR39. Once the Pre-Authorization is obtained, you must run OE32 again to schedule the Orders.

• What happens to the Pre-Authorized amount when an Order, created in OE30, contains a back order?
  When an Order is created that contains back orders, Enterprise retains the Pre-Authorization until the number of days entered in the 'Pre-Authorization Expiry Days' field in Maintain Bank Codes (AR02) is met.

  Before the number of 'Pre-Authorization Expiry Days' are up, the EFT Pre-Authorization is NOT expired. Here's an example illustrating what happens to the Pre-Authorization amount for an Order with a back order:

  An Order is created with a back order and Payment 1 is EFT. The Order is Pre-Authorized in either AR38 or AR39. The OE30 Total folder displays the following information:

  Total Shippable Value	$43.34	Includes only items that are Shippable.
  Amount Tendered	$56.18	Total dollar value of the Sales Order, including Taxes and Supp Charges. Note: includes b/o items.
  Pre-Authorized Amt	$61.80	Includes the Amount Tendered for the Sales Order and the Pre-Authorized Pad % defined in AR02.

  When the Order is Invoiced in IN41, only the Shippable Value is used. The balance of the Pre-Authorized amount is used as payment for the back order. Note: the Pre-Authorized amount does not change through out the entire processing of the Order.

  The IN41 Total folder displays the following information:

  Total Shippable Value	$43.34	Includes only items that are Shippable.
  Amount Tendered	$43.34	Only the Shippable Value is Invoiced.
  Pre-Authorized Amt	$61.80	Displays the Pre-Authorized value from the original Sales Order created in OE30.

  Once the back order is released, the Amount Tendered displays the balance of the Invoice for the back order:

  Total Shippable Value	$12.84	Includes only items that are Shippable.
  Amount Tendered	$12.84	Total dollar value of b/o items, including Taxes and Supp Charges
  Pre-Authorized Amt	$61.80	Displays the Pre-Authorized value from the original Sales Order created in OE30.

  Note: If there is anything remaining from the Pre-Authorization Amount once the Order is complete, it is reapplied to the Customer's Credit Card limit.

  If the Pre-Authorization expires before the back order is released, another Pre-Authorization is required. If an Automated Gateway is used (AR38), a new Pre-Authorization is obtained when OE32 runs. If AR39 is used to Pre-Authorize Orders, a Pre-Authorization must be entered in AR39 before OE32 runs.

• What happens when there is not enough of a Pre-Authorized amount left to cover a back order?
  If more of the Pre-Authorized amount is used to cover additions to the Orders than will cover the back order when the Order is processed through IN41, the following conditions are taken into account:
  • 'Payment Preference' in SU13/Invoicing
  • 'Terms Code' in SU13/OE/AR
  • Whether the First Payment or both the First and Second Payments are selected in OE30

  Enterprise automatically takes one of the following actions once the back orders are released via OE61:

  1. When only the First Payment is used in OE30 with EFT as the Payment Method:
     • If the customer's default payment preference in SU13 is an EFT payment method (payment type = EFT in IN08) and the terms allow EFT (EFT alternate flags are selected in SU09), the EFT information is automatically copied to the second payment and is pre-authorized when the order is scheduled. The same applies if there is no default payment preference in SU13 and the terms are EFT only (terms type = E in SU09).

     • If the customer's default payment preference in SU13 is account (payment type = account in IN08) and the terms allow EFT (the EFT alternatives flags are selected in SU09), the balance of the order will still go on account for the second payment, as per the customer's default payment preference. The same applies if there is no payment preference assigned in SU13 (which is interpreted to be the same as on account).

     • Examples:

  SU13 Payment Preference	IN08 Payment Type	SU09 Terms Type	SU09 Alternate Flags	Payment Method Allowed	2nd Payment
  CREDIT CD	EFT	R	YYY	On Account or EFT allowed	EFT copied from payment 1
  CREDIT CD	EFT	E	YYY	EFT only	EFT copied from payment 1
  Blank or ON ACCT	Account	E	YYY	EFT only	EFT copied from payment 1
  Blank or ON ACCT	Account	R	YYY	On Account or EFT allowed	On Account

  2. If both Payments are used in OE30 with EFT as the Payment Method, the balance of the Pre-Authorized amount is applied to the back order. If the Pre-Authorized amount cannot cover the back order, then any additional charge is applied to the Customer's Accounts Receivables regardless if the Customer is set up to to pay on 'Account' or only EFT.

• I cannot access the 'Accept B/O' flag on the General folder.
  If you are using the Estimate Order functionality and you have created a 'Draw' order type, the Accept B/O flag is automatically de-selected. You cannot edit this field when creating a draw order, regardless of the setting of the 'Accept BO' field in SU13 for the current customer.

• I cannot access the 'Generate PO' button on the General folder.
  There are a number of reasons why the Generate PO button is not available:
  1. If the 'Disable Generation of PO in OE30' check box is selected in CC03, then Generate PO is not available for the current operator.

  2. If the order type is set to 'Estimate' and Order Management is active, then Generate PO is not available. An estimate order cannot be assigned to a Dedicated PO because OM takes the sales order out of allocation when it is assigned to a Dedicated PO, and estimate orders must be included in the allocation at all times in order for draws to be made against them.

  3. If the order type is set to 'Draw', then Generate PO is not available. A draw order cannot be assigned to a Dedicated PO because draws pull inventory from the estimate orders only.

• I am invoicing a draw order and I cannot increase the 'To Ship' quantity.
  You cannot increase the 'To Ship' quantity when invoicing a draw. If you want to ship additional units of a product, you must create a new draw order.

• Can I decrease the 'To Ship' quantity when I invoice a draw order?
  You can decrease the 'To Ship' quantity when invoicing a draw. The cancelled units are returned to teh assoicated estimate order once the invoicing cycle is complete.

• I have an order with EFT payments being shipped in Elite WMS or in Packing Station and the initial order is changed during shipping:
  This situation is not uncommon. There are two specific scenarios that will be described here. In both cases, the orders have been pre-authorized by an automated gateway via AR38 or pre-authorized in AR39.
  1. A customer with payment terms set to EFT only places an order for products with a no-charge total (i.e. the total of the order is zero). The order is automatically put on account as a zero order is not processed as an EFT payment. If freight charges or additional products are added to the order during the shipment process, using Elite WMS or Packing Station, an invoice will be generated and the additional charges will be put on account.

  2. If there is a problem with the EFT payment, for example the pre-authorization has expired, an invoice is generated once the shipment of the order is complete. The problem can be resolved during the invoicing cycle.

• I have an order with an EFT payment being shipped in Elite WMS or in Packing Station and the order has been pre-authorized in OE30 (manual/manual pre-authorization mode). Once the shipment is complete:
  The following two scenarios are common:
  1. If there is a problem with the EFT payment, the standard invoicing audit message displays when the order is shipped, however if the shipment is recalled and then re-shipped, an invoice will be generated. (Note: the order must be authorized in IN41 before the invoice cycle can be completed).

  2. If the EFT payment is accepted, the standard Complete Pre-Authorization window displays. The shipper can close this window without entering an authorization or reject comment, and an invoice will be produced. (Note: the order must be authorized in IN41 before the invoice cycle can be completed).

• Can an EFT pre-authorization expire?
  Yes, an EFT pre-authorization can expire. The system will display the following message in IN41 when the order is invoiced and the EFT transaction is handled by an automated gateway: "Pre-Authorization for Payment Method payment method code has expired. There are outstanding EFT transactions for this Order. Please wait a few seconds and try to re-invoice this order. OK".
  • Click OK to close the message window.

  • AR38 will re-pre-authorize the order.

  • The order can then be processed through IN41.