Version: eXtendPS-SE all versions
Audience: Administrator

Problem

A distributor reports they aren't seeing the expected Order Status or Order Shipment Notification responses. For example:

• Intended orders aren't being returned, or
  
• Orders are returned as 301 referenceNumber not found
  

Cause

The distributor is using credentials that are:

• Not the intended eXtendPS-SE User credentials (incorrect username or password), and/or
  
• Associated with the wrong NetSuite customer
  

When PromoStandards requests are authenticated with credentials tied to a different NetSuite customer, the search is performed in the context of that customer. This can cause valid order numbers (for the intended customer) to appear missing or “not found.”

Solution

Use the steps below to confirm the distributor’s credentials match the correct eXtendPS-SE Users record and that the record is associated with the correct NetSuite customer.

1. Identify which credentials the distributor is using for Order Status / Order Shipment Notification.
   
   • Ask for the User Name they are using.
     
2. In NetSuite, open the eXtendPS-SE Users record that matches the distributor’s User Name.
   
   • See: eXtendPS-SE - Add/Remove User
     
3. Confirm the eXtendPS-SE Customer on the user record matches the customer that owns the orders.
   
   • If the customer is incorrect, either:
     
     • Update the eXtendPS-SE Customer on the record, or
       
     • Provide the distributor with the correct credentials for the intended customer.