BurtonSoftware01 Identify the Exception
When an order cannot proceed, confirm it was received, is not duplicated, has valid SKU mapping and available inventory, contains a complete address, and belongs to a healthy channel connection.
02 Investigation Order
- Verify channel, order number, creation time, and current status in Orders.
- Validate order lines, internal SKU mapping, UOM, and quantity.
- Review On Hand, Committed, Incoming, and Available in Inventory.
- Validate address, country, state, postal code, and contact details.
- Check authorization, synchronization, and callbacks in Integrations and Activity Logs.
- Retry only the failed step after correction to prevent duplicate orders or shipments.
03 Disposition Matrix
| Exception | Action |
|---|---|
| SKU not mapped | Create mapping and revalidate order lines. |
| Insufficient available stock | Wait for supply, split, or follow customer allocation rules. |
| Invalid address | Hold fulfillment and request customer-service confirmation. |
| Authorization expired | Reauthorize, validate connection, then resync. |
| Status mismatch | Compare OMS, WMS, channel timelines, and logs. |
04 Closure
The order is in the intended state, no duplicate warehouse work exists, channel status matches, and owner, time, and reason are recorded.