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Troubleshooting Reps Not Being Prompted for a Reason Code

Distributor troubleshooting for when reps aren't prompted for a reason code on returns or refusals in Mobile Invoice Edit: check Load Sheet Loaded status and device sync timing. Requires v23.01+.

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Written by Bailey Naas-Thornton

Minimum Version Required: 23.01

Steps

When reps are entering a return or refused product on Mobile Invoice Edit, it is expected that they are prompted to select a Reason Code. If they are not prompoted, follow the troubleshooting steps below.
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1. The Load Sheet the customer's invoice is on must be in the Loaded status to be prompted for a reason code
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  • Navigate to the Load Sheet for the Invoice in question
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  • Audit the Load Sheet to find the date and time the Load Sheet was set to the Loaded status
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  • Navigate to the customer invoice
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  • Click Invoice Audit
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  • Confirm the time the refusal/return was entered was after the Load Sheet was in Loaded status

2. The mobile user must Sync their device after the Load Sheet was moved to Loaded status
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  • Navigate to the Load Sheet for the Invoice in question
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  • Audit the Load Sheet to find the date and time the Load Sheet was set to the Loaded status
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  • Navigate to the Handhelds table
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  • Search for the user who entered the refusal/return
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  • Audit their handheld record and filter to the date in questions
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  • Confirm in the Memo field that either a Manual or Swipe-Down sync was completed after the Load Sheet was moved to Loaded Status. Auto Syncs will not update this information.

Best Practices

  • It is always Best Practice to Manually Sync (Sync button on Home Screen) at the beginning and end of your route, at a minimum. It is highly recommended to Manually Sync after each stop if possible.

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