NetSuite Duplicate Order Issues

Please note: as of 3/22/16, we have implemented a system for new clients in which we post an order-specific string to each order's externalID value. Because NetSuite enforces that these values be unique, populating this value prevents duplicates entirely. If you are an older customer that would like us to enable this setting, please open up a ticket to let us know.

We go to great lengths to ensure that FarApp can only push one order at a time. We've confirmed that on very rare occasion NetSuite has created duplicate orders when only one order was pushed from FarApp. Affected customers have submitted support tickets to NetSuite to address this issue but to our knowledge it has not yet been resolved. We hope that if more people confirm and report this issue to NetSuite, it will get a faster resolution. If you've run into a case where a duplicate order is created in NetSuite, you can do the following to confirm whether the issue is in NetSuite:

  1. In NetSuite, go to Setup->Integration->Web Services Usage Log.
  2. In the Action filter at the top, select "Add". This will filter to only calls made to add records to NetSuite.
  3. In the Record Type filter at the top, select the record type created (e.g. salesOrder for sales order, cashSale for cash sale, etc.). This will filter to only calls made to add records of the relevant type to NetSuite.
  4. Finally set the From and To filters at the top to include the range of dates that the duplicate orders were created.
  5. Look at the list of matching transactions to see if there is more than one entry that has FINISHED in the STATUS column at the time the duplicates were created. Entries with any status other than FINISHED would not have created a record in NetSuite so they can be ignored.
  6. If there is only one entry, then you've confirmed that NetSuite created your duplicate transaction and you'll want to report the issue to NetSuite.
  7. If there is more than one entry, for each entry in the list that has FINISHED in the STATUS column, click VIEW in the REQUEST column. This will download the XML document that was used to create the transaction in NetSuite. If you open these XML files in an editor, you should be able to compare them and see if they correspond to the same transaction. If none of them are the same transaction, then you've confirmed that NetSuite created your duplicate transaction and you'll want to report the issue to NetSuite.

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