Failed Order: Customer could not be found

Typically this error indicates the Aspenware ContactID is associated with a merged customer record in RTP. Aspenware’s merged contact check process usually prevents this error but there are situat5ions where it can still occur.

1. Locate the merged customer's AlternateIDProfile in RTP and re-name. For example, if RTP has, ‘UNITY-AW-1234’ in the AlternateIDProfile table for a merged customer, update the data to be, ‘UNITY-AW-1234_merged’ so that Aspenware does not find this record associated with an inactive RTP IPCode when processing the order.

2. Attempt to reprocess the order and email Aspenware support if the error persists.