How to re-process a failed order

Owned by Sarah Holst
Last updated: Jan 24, 2024
1 min read

Overview

If an order originally failed either because of incorrect setup in the Aspenware admin or in RTP, once the issue is resolved failed-done orders can be reprocessed to be successfully sent through to RTP. An order can be reprocessed from the Order Queue plugin once the cause of the error has been addressed. 

Configuration Notes / Detailed Setup

  1. Find the order in the Plugins > Order Queue page.

    1. Filter by status to the failed-done status to more easily locate the order. You can also use CTRL + F or (COMMAND + F on a mac) to locate the order number)

  2. Click Set Ready in the rightmost column for the failed order. 

  3. Filter the Order Queue to products with a status of Ready to view all orders that have been flagged for reprocessing. Repeat steps 1-2 if additional orders should be reprocessed. After it's set to ready, the order process will pick up "ready" orders for reprocessing every 30 seconds. 

  4. Once the order is re-processed, search for the order in the Order Queue to validate whether the status has been updated to failed or success.  

  5. If an order continues to fail after an attempt to reprocess, then manually create the order in RTP or contact Aspenware at support@aspenware.com to resolve the order issue.

  6. If an order is set back to 'ready' and then shows as 'incomplete', the order was partially created in RTP and cannot be reprocessed again unless updates are made in RTP's database.  Contact Aspenware at support@aspenware.com to resolve the order issue.