Checking the ERP message in the Control Panel

An order or customer message related to ERP is displayed on the API Message tab of the record. The view presents the content stored in the record as a readable JSON, XML, or text structure, but the stored message is not necessarily the final acknowledgement from the ERP.

Check the order's ERP message

The ERP message for an order is checked by opening Orders at /orders , selecting the order, and opening the API Message tab. The Order tab does not contain just one general message, but separates the Incoming Order payload message stored in the record, the Shipping/Status webhook message, and the Packing Rules .

ERP migration content is usually in the first message, but always identify the message header and timestamp before parsing. The view formats valid JSON and XML content into a structure and displays the rest of the content as text. Copy the message timestamp, order ID, ERP used, and the relevant error location for further analysis.

Check the customer's ERP message

To check a customer's ERP message, open Customers at /customers , select the customer, and open the API Message tab. The Customer view shows a single API message stored in the customer record. The content is presented as a readable message based on its structure and cannot be edited in this tab.

Also check the customer's API ID in the same customer view. The API ID is the external system identifier, while the API message is the latest message content stored in the record. A missing message or identifier alone does not indicate the reason for the failure. Do not copy the API ID from another customer or change it without the correct identifier confirmed in the ERP.

Resubmit the record to ERP

Resubmitting an order or customer to ERP is done using the record function Send to ERP again . Before performing the function, make sure that the record is correct, the API ID is correct, and that the ERP has not already processed the same information. Confirm the submission once and wait for the result of the function before refreshing the page.

The retransmission uses the ERP handler defined for the environment. A successful response means that the handler responded with a 2xx status; it does not by itself prove that all further processing by ERP has been completed. Refresh the record page and check the API message and timestamp again. If the content does not change, check the ERP status and API process queue before attempting another transmission.

Check the API process queue

If the message is not displayed on the API Message tab of the record or the submission is unclear, open Reports at /reports and select API Process Queue . The report displays the most recent queue records first. Current columns are ID, Job ID, API, Endpoint, Method, Creation Time, and Error.

Filter the correct row based on order or customer ID, time, API, and endpoint. The error indicates the error recorded in the queue record. The separate Data column from the old view is not present in the current report query, so the actual message payload should not be expected from the report. Use the API Message tab of the record to review the message content.

Identify the meaning of the message

The content of an ERP message can be a request sent to the ERP, a response stored by the integration, or other payload related to the record. The API message displays the stored content as written by the integration; the tab does not automatically name the direction or processing step of each integration.

Identify the integration name, endpoint, external identifiers, status, and any errors in the message. Don't assume that the latest content on the tab is always the request sent to the ERP. With a subscription, the status webhook and packaging rules are also separate content. If the direction is unclear, match the message timestamp to the events in the API process queue and ERP logs.

Collect information for further investigation

For further investigation of the ERP message, record the order or customer ID, API ID, API message tab title and timestamp, and the message format. Copy the relevant part of the error without unnecessary personal information or secrets. Also include the ERP handler name and resend request ID, if visible.

If you are using an API process queue , record the queue line ID, job ID, API, endpoint, method, creation time, and error. This information will help support differentiate between a missing record message, a queue error, an ERP rejection, and a situation where a resubmission request was received but further processing has not yet been confirmed.