Overview
If you are facing issues with an order which failed firstly check the order history as well as the connection/ source to make sure none of the details of the order are missing. If there are details missing, please cancel and delete the order and allow it to reimport as a reprocess will not resolve this issue. Below are a few different examples of errors you may receive when handling failed orders.
Failed Order - Another Entity/ Attaching an entity of type
Errors can include
Attaching an entity of type 'Toolkit.DataClasses.Orders.OrderItem' failed.
Reason for failure: Attaching an entity of type 'Toolkit.DataClasses.Clients.Client' failed because another entity of the same type already has the same primary key value. This can happen when using the 'Attach' method or setting the state of an entity to 'Unchanged' or 'Modified' if any entities in the graph have conflicting key values. This may be because some entities are new and have not yet received database-generated key values. In this case use the 'Add' method or the 'Added' entity state to track the graph and then set the state of non-new entities to 'Unchanged' or 'Modified' as appropriate.
Sometimes orders can go into the FAILED status because two users are making changes to the order at the same time, other times an order can go into failed status due to a connectivity issue and needs to be reprocessed/ reimported.
To reprocess a FAILED order, please do the following:
Click Orders then Overview.
Search for the affected order.
Click Action then Reprocess.
Alternatively, if the order has been imported from a Third-Party Integration you could Cancel and Delete the order from within Mintsoft and allow it to reimport on the next cycle.
If you continue to face issues with the order(s) please speak with the Mintsoft support team or raise a support ticket.
Important: If the order continues to fail with an entity key conflict error after reprocessing and reimporting, do not retry further. This indicates a database-level conflict that cannot be resolved through the UI. Contact the Mintsoft support team and provide the following so the team can investigate:
The affected order number(s).
A screenshot of the full error message from Order Comments or the History tab.
The integration or source the order was imported from (if applicable).
Confirmation of whether multiple users were editing the order at the same time.
Failed Order - Unable to Allocate all the stock
Error: Reason for failure: An Error Occurred when Updating Inventory Message: Unable to Allocate all the stock Quantity left:
Before contacting support, check the affected product's stock and allocation figures — a correction is sometimes possible without raising a ticket.
Click Products then Overview. Find the affected product and click Actions then Manage Inventory.
On the Inventory tab, compare the On Hand and Allocated figures. If the allocated quantity exceeds on-hand stock, a stock correction is needed before the order can allocate successfully.
Click the Allocations tab to see which orders are consuming the stock. Unallocate excess orders if needed, then correct the stock figure. For full steps, see Fix incorrect stock allocation.
Once stock is corrected, click Actions then Reprocess on the failed order.
If stock levels appear correct but the error persists, the issue may require investigation by the Mintsoft support team. Please contact the team or raise a support ticket with the following information:
SKU(s) affected.
(3PL Only) Client affected.
You cannot reprocess failed orders - please cancel & delete instead
Error: You cannot reprocess failed orders - please cancel & delete instead, or contact support
Orders showing as FAILED cannot be reprocessed, instead the order should be cancelled and deleted then allow the order to reimport. Here's what you should do:
Cancel and Delete the Order
Click Orders then Overview in Mintsoft.
Search for the order(s) you wish to delete using the available checkboxes.
Locate the Bulk Actions dropdown and choose Cancel and Delete Order.
Click Go to confirm the action.
Allow Reimport
If the order was imported from a Third-Party Integration, deleting it will allow the order to reimport automatically on the next sync cycle with complete information.
Check Order Details
Before acting, review the order history and connection/source to confirm which details are missing. Reprocessing won't resolve issues where order information is incomplete. This approach ensures the order imports correctly with all necessary information intact.
please check Order Comments to see what went wrong!
Error: Order has been placed in Failed Status please check Order Comments to see what went wrong!
Orders showing as FAILED with the above error message can be checked to see the potential cause(s) for it failing. Here's what you should do:
Check Order Details
Before acting, review the order history to see the potential cause(s) for the order failing:
Click Orders then Overview.
Click Actions then Details against the failed order.
Click the History tab then the Comments or Timeline sub-tab.
Within there will show the potential reason(s) it failed.
Take note of the reasons as there could be actions for you to take to stop this from happening again.
Cancel and Delete the Order
Click Orders then Overview in Mintsoft.
Search for the order(s) you wish to delete using the available checkboxes.
Locate the Bulk Actions dropdown and choose Cancel and Delete Order.
Click Go to confirm the action.
Allow Reimport
If the order was imported from a Third-Party Integration, deleting it will allow the order to reimport automatically on the next sync cycle with complete information.
Failed order — negative order value
Error: Order has been placed in Failed Status please check Order Comments to see what went wrong!
If an order is failing and the Order Comments or History tab does not show an obvious integration or data error, check whether the order value is negative. A negative order value will cause the order to fail during processing.
To resolve this:
Click Orders then Overview.
Search for the affected order and click Actions then Details.
Check the Order Value field. If it shows a negative number, update it to the correct positive value.
Click Save.
Click Action then Reprocess to retry the order, or cancel and delete it to allow reimport from the source channel.
Order stuck in AWAITING REPLEN status
If your order is stuck in AWAITING REPLEN status, this means the stock needed to fulfil the order is not available in the designated pick location. The system has created a replenishment task to move stock from a bulk location into the pick location before the order can proceed.
The order will automatically revert to NEW status once the replenishment task has been completed. You do not need to reprocess or cancel the order.
For full steps on completing a replenishment task, see Replen - Replen Tasks. If replenishment tasks are stuck or not completing, see Resolve stuck reactive replenishment tasks.
Order stuck in PICKINGSKIPPED status
If your order is stuck in PICKINGSKIPPED status, one or more items were skipped during mobile picking — usually because stock was not found at the expected location. The order cannot progress to packing or despatch until the skipped items are resolved.
For full steps on resolving skipped items — including picking them from an alternative location, marking them as short-picked, or cancelling the order — see Access Mintsoft app - Picking Skipped.
Order stuck in PICKINGSTARTED status
If an order is stuck in PICKINGSTARTED status, this means a picking session was opened for the order on the mobile app or batch screen but was never completed or cancelled. The picking record remains open and prevents the order from being cancelled or progressed through the standard UI.
Important: Orders stuck in PICKINGSTARTED cannot be reverted to NEW status through the Mintsoft interface. This requires a support team action at the database level. Contact the Mintsoft support team and provide the following:
The affected order number(s).
The warehouse name.
Your account name.
Confirmation that the order has not been physically picked.
To avoid this in future, always close or cancel an active batch before logging out of the mobile app or leaving the batch screen.