BurtonSoftware01 Troubleshooting Principle
WMS issues should first be classified by layer: account permission, customer scope, warehouse scope, product master data, available inventory, inbound status, outbound release, channel sync, billing rule, or AI-assisted recommendation. Review system records and logs before making adjustments or retries.
02 Quick Check Sequence
- Confirm the user has the correct warehouse, customer, and menu permissions.
- Confirm the order or SKU belongs to the selected customer scope.
- Check whether date range, status, or keyword filters are too narrow.
- Compare inbound, outbound, inventory, task, and report status.
- For channel sync issues, check store connection, authorization, sync time, and logs.
- For billing issues, check charge rules, invoices, work-order cost, and labeling cost.
03 FAQ
| Issue | Possible Cause | Recommended Check |
|---|---|---|
| Menus are missing after login. | Role, group, warehouse, or customer scope is not configured. | Check Settings > Users and confirm the assigned role. |
| Inbound order cannot be found. | Customer, date, status, PO, or ASN filters do not match. | Clear filters and search by customer, PO, and ASN. |
| Inventory did not increase after receiving. | Inbound not posted, putaway incomplete, count variance, or location not confirmed. | Check Inbound Orders, Cycle Count, Inventory, and Location records. |
| Inventory exists but order cannot release. | Available is insufficient, inventory is reserved, or lot/customer scope does not match. | Compare Inventory, Outbound Orders, Location by Zone, and order detail. |
| Channel orders are missing. | Store authorization, sync job, date filter, or API error. | Check channel Dashboard, Orders, Logs, and Settings. |
| Tracking failed to push. | Carrier, tracking, ship date, or platform service code is invalid. | Correct shipping fields and review channel logs before retrying. |
| Invoice amount is inconsistent. | Charge rule, operational quantity, work cost, or labeling cost differs. | Compare Invoice Records, Work Order Cost, Labeling Cost, and work logs. |
| AI suggestion differs from the page. | AI may not include the latest manual operation. | Treat WMS records as the source of truth and query again with order, SKU, or date. |
04 Support Information Template
When submitting a support request, include customer, warehouse, order number or SKU, date range, current page, screenshot, and expected result. Mask customer privacy data, passwords, tokens, and full keys before sharing.