Start with order details

When AI Commerce order fails to transfer to the ERP system, first open Orders and select the problematic order. Check the order's Status History , API Message , and Invoice tabs before resubmitting. These will show you the events stored in the order, the data content of the integrations, and the API ID used by the order in the ERP.

Record the order number, transaction time, order status, any API ID, and the error message you see. Do not press resend repeatedly before you have checked whether the ERP has already received the order: a repeated request may cause duplicate processing in the external system if the integration does not recognize the previous transaction.

Check Status History and API Message

The Order Status History shows saved status changes, comments, and notifications. Look for an ERP or integration-related entry around the time of the shipment attempt. A successful Resend to ERP request from the dashboard adds an audit trail of requesting an ERP resend, but the entry alone does not prove that the ERP finally accepted the order.

The Order API Message tab contains ERP and integration messages associated with the order. It can display the incoming order data content, shipping or status webhook message, and warehouse packing rules in JSON, XML, or text format. Identify the message type and timestamp before interpreting: not every API message is an ERP retransmission response.

Check the API ID of the order

The order's ERP ID is checked in the API ID field on the order's Invoice tab. If the field contains a value, the order has an external system ID stored. If the value is missing, the order does not yet have an ERP ID stored, but the absence alone does not tell you the exact reason for the failure.

Don't make up an API ID. The field is editable in the Control Panel, but the value should only be changed after the correct identifier has been verified from the ERP system and the integration's mapping rules. An incorrect identifier can link the order to the wrong ERP record. First, check the order messages and customer information and collect the correct ERP identifier from the integration.

Check the customer associated with the order

When an order error is related to a customer, open the customer details from the Customer link on the order's Summary tab. Check the customer's API ID in the ERP and API group and the latest saved API synchronization message on the customer's API Message tab. The message is displayed in JSON, XML, or text format, depending on its content.

A missing customer API ID means that the customer account does not have an external system ID stored. This can prevent or guide the order transfer in different ways depending on the ERP integration in use. Do not copy the ID from another customer. If the customer already exists in the ERP, verify the correct ERP record before updating the customer API ID; the field will be saved automatically.

Send the customer to ERP again

To resend a customer, open the action menu of the customer details and select Resubmit to ERP or the corresponding action supplemented with the provider name. Confirm the submission. The action is only visible when a supported ERP provider is defined for the store; without a provider, the Dashboard will indicate that no ERP provider is defined.

A successful response tells you which service provider the customer was sent to. The error at least differentiates between an unreachable service and an HTTP error status returned by the ERP. Update the customer information after the submission and check the API ID and API message again. If the API ID remains empty, collect the service provider name, error status, and event time for support before attempting again.

Resubmit the order to ERP

To resubmit the order, go back to the order and select Resubmit to ERP from the action menu. This action is only available when the system recognizes a supported ERP handler, and requires administrator write access. Check the confirmation window for the order number and handler before submitting the request.

A successful request will report the handler used, update the order view, and write an audit trail. If the request fails, capture the displayed request ID as it will help align server logs. Then, double-check the API ID in the Status History , API Message , and Invoice tabs. Do not interpret the request trail alone as final approval by the ERP.

Collect information for further investigation

For further investigation of the ERP migration, collect the order number, customer number, customer and order API IDs, ERP provider name, transaction time, relevant state history entry, API message type, and the exact error message and request ID. Mask out secrets and unnecessary personal information from messages before sending them.

Also, tell us if the customer resubmission was successful before the order resubmission and if the record is already visible in the ERP. This information can be used to distinguish between missing customer assignment, incorrect external identifier, unreachable ERP, error returned by the ERP, and missing order handler without unnecessary resubmission attempts.