# Order Troubleshooting Having trouble with the catalog or an order? Here are solutions to the most common issues. *** ## I Can't Find a Product **What happened:** You searched or browsed but the product isn't showing up. **What to try:** 1. **Check your spelling.** Even a small typo can prevent results from appearing. 2. **Use fewer words.** Instead of "Extra Large Blue Cotton Polo Shirt," try "blue polo" or just the SKU. 3. **Try the SKU or barcode number.** These are more precise than a name search. 4. **Check your filters.** You might have active filters hiding the product. Look for filter chips and clear them. 5. **Browse the category.** The product might be named differently than you expect. Browse the category where it should be. 6. **Check with your manager.** The product may not be in your catalog, may be discontinued, or may be restricted to certain roles. *** ## The Price Looks Wrong **What happened:** A product's price seems different from what you expected. **What to try:** 1. **Check for recent price changes.** Prices are managed by your administrator and may have been updated. 2. **Verify the variation.** Different sizes, colours, or configurations may have different prices. Make sure you're looking at the right one. 3. **Check for customer-specific pricing.** Some customers have negotiated or contract pricing. Make sure the right customer is selected. 4. **Look for bulk/tiered pricing.** The price per unit may change based on quantity ordered. 5. **Contact your manager.** If the price is genuinely wrong, your administrator can correct it. > **Note:** Never promise a customer a price that isn't shown in the system. Let a manager handle pricing disputes. *** ## I Can't Submit My Order **What happened:** The Submit or Place Order button doesn't work, or you see an error. **What to try:** 1. **Check for required fields.** The system may need a customer, shipping address, or shipping method before you can submit. Look for red highlights or error messages near empty fields. 2. **Check item availability.** One or more items may have gone out of stock. Look for warnings on individual line items. 3. **Review quantities.** A quantity of 0 or a negative number will prevent submission. 4. **Check your permissions.** You may not have permission to submit orders above a certain amount. Ask a supervisor. 5. **Try refreshing the page.** If the button seems stuck, refresh and try again. Your draft should be preserved. 6. **Save as draft and retry.** Save your order as a draft, close it, reopen it, and try submitting again. *** ## My Order Status Hasn't Changed **What happened:** You submitted an order but the status has been "Pending" for a while. **What to know:** * Orders may need **manager approval** before they move forward. This can take time depending on your company's process. * **Business hours matter.** If you submitted an order outside of business hours, it may not be processed until the next business day. * **Check the order details** for any notes or messages from the processing team. * If it's been longer than expected, contact your manager or the order processing team. *** ## I Accidentally Submitted an Order **What happened:** You submitted an order before it was ready. **What to do:** 1. Go to **Orders** and find the order you just submitted. 2. If it's still in **Pending** status, look for a **Cancel** button and cancel it. 3. If cancellation isn't available, contact your manager immediately. The sooner you act, the more likely the order can be stopped. 4. Once cancelled, you can create a new, correct order. > **Tip:** Use the **Save as Draft** feature to save incomplete orders until you're truly ready to submit. *** ## Items Are Missing from My Order **What happened:** You submitted an order but some items aren't in it. **What to check:** 1. Review the order details — are the items listed? Maybe they're there but hard to spot in a long list. 2. If items are genuinely missing, you may have forgotten to add them before submitting. 3. Depending on your company's setup, you may be able to **edit** the order to add items (if it hasn't been processed yet). 4. If the order is already being processed, you may need to place a **separate order** for the missing items. *** ## Draft Disappeared **What happened:** You saved a draft but can't find it anymore. **What to try:** 1. Check the **Drafts** tab or filter in the Orders section. 2. Make sure you're not filtering by a date range that excludes when the draft was saved. 3. Another user may have submitted or deleted the draft. 4. Drafts may expire after a certain period. Check with your manager about draft retention policies. *** ## I Can't Apply a Discount Code **What happened:** The discount code isn't being accepted. **What to check:** 1. **Spelling** — Enter the code exactly as given (codes are often case-sensitive). 2. **Expiration** — The promotion may have ended. 3. **Eligibility** — The discount may only apply to certain products, categories, or minimum order amounts. 4. **One-time use** — The code may have already been used. 5. **Permissions** — You may not have permission to apply discount codes. Ask a supervisor. *** ## When to Ask for Help If the solutions above don't resolve your issue: * **Ask your manager** for business-related questions (pricing, permissions, policies). * **Contact IT support** for technical issues (system errors, pages not loading, login problems). * See [Getting Help](/end-user-guide/faq/getting-help.md) for details on how to reach support and what information to provide. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.in8sync.com/end-user-guide/browsing-the-catalog/troubleshooting.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. 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