Overview

This article will provide you with necessary information about Failed Order Notification.

Following is a comprehensive list of all topics related to ‘Failed Provisioning Notification’. You can follow the topics sequentially or click on the area of your interest.

Contents

 Understanding Failed Order Notifications

Failed Order Notifications inform concerned individuals that a sales order was not provisioned. Failed Order Notifications can be configured to go out to resellers and/or customers and always goes to the support team.

 

The support team takes every necessary step to work on a timely resolution. Additionally, Ingram Micro will take corrective action within 2 business hours of the event; if the issue cannot be resolved within that time, IM will notify the Reseller.

Viewing Failed Orders in Your Reseller Control Panel

You can find these failed orders in the Reseller Control Panel by checking the status of their orders. The failed orders are identified by an exclamation point (). 

  1. Login to your Reseller Control Panel. Switch to Classic Panel.

 

 

  1. Select ‘Billing’ from the top menu option

 

 

  1. From the left-side menu select Operations > Orders

 

 

  1. The ‘Orders’ page opens listing all orders and related details. Their provisioning status can be found under ‘Status’ column.

 

 

Viewing Failed Orders in Your Customer’s Control Panel

You can also view the details of a failed order notification by checking the order status from the customer’s control panel as well.

  1. Log in to your Customer’s Control Panel

 

 

  1. Click on VIEW ORDER.

 

 

 

  1. You will be able to see the Order Status and its price.

 

 

Setup Failed Order Notifications – User Specific

The advantage of enabling Failed Order Notifications is that as soon as the error occurs, the notification will be sent immediately. Failed Order Notifications can be setup to go to VARs and/or Customers. Select VAR to setup failed order notifications for yourself (the Reseller) or Customer to setup failed order notification for your Customer:

  1. Login to your Reseller Control Panel. Switch to Classic Panel.

 

 

  1. Select ‘Billing’ from the top menu option

 

 

  1. Select System > Settings from the side menu

 

 

  1. On the ‘Settings’ page, select System > Notifications

 

 

  1. On the ‘Notifications’ page, select Notifications > Common Notification Settings

 

 

  1. On the ‘Common Notification Settings’ page, click the Edit button located at the bottom of the page

 

 

  1. On the ‘Edit Notification Settings’ page, under ‘Notification Templates’, click the () button corresponding to ‘Order Notification Template’

 

 

  1. In the ‘Notification Templates’ pop-up window, select ‘Order Provisioning Failed’

 

 

  1. Now on the ‘Edit Notification Settings’ page, the ‘Order Notification Template’ shows ‘Order Provisioning Failed’

 

 

  1. Scroll down and click the Save button

 

 

Failed Order Notification - Customer

For Customers, the recipient of the Failed Order Notifications is the one whose email ID is provided under ‘Contact Information’

How to: Modify Recipient of Failed Order Notification (for the Customer)

 

  1. Login to your Reseller Control Panel. Switch to Classic Panel.

 

 

 

  1. Select ‘Billing’ from the top menu option

 

 

  1. Select Operations > Customers

 

 

  1. Select the customer for whom you want to modify the recipient of the Failed Order Notification for

 

 

 

  1. Scroll down to ‘Contact Information’ and select the Edit button

 

 

  1. Enter the new email ID and click the Save button

 

 

Troubleshooting Failed Order Notifications

While the support team works around the clock to ensure every failed provisioning is successfully resolved, you can investigate; understand a failed order notification for yourself and even help resolve the issue by following the steps in this section.

How to: Investigate & Remedy a Failed Provisioning

You can identify an issue by looking at the sales order details.

  1. Login to your Reseller Control Panel. Switch to Classic Panel.

 

 

 

  1. Select ‘Billing’ from the top menu option

 

 

  1. Select Operations > Orders

 

 

  1. The ‘Orders’ page lists all orders and their provisioning statuses

 

 

  1. Click on the ‘Order Type’

 

 

  1. The details of the failed provisioning can be seen, in this case the reason is stated as ‘Offer Use Limit Exceeded’

 

The following table describes a few possible issues that can cause a sales order to fail:

Description of Issue

Steps to Remedy  

 Service creation failed

Verify whether information on the order is correct

Missing <required add-ons>

Check whether provisioning conditions have been met

 

When you come across an issue that you find hard to understand or the fix is out of your hands please contact your local IM Helpdesk.

Conclusion

This article has provided the information about Failed Order Notification.