This article covers how to resolve the most common stock allocation and back order problems in Mintsoft. You can fix most issues yourself by following the steps below. If stock quantities need to be corrected at a system level, you'll need to contact support — the steps here will help you narrow down the cause before you do.
Back orders stuck despite available stock
If orders remain in back order status even though stock has been booked in, work through the following checks.
Check the back order stock allocation policy
If the Back Order Stock Allocation Policy is set to Manual, Mintsoft will not automatically allocate newly booked-in stock to back orders. You need to allocate stock manually from the Back Orders page, or change the policy to First In First Out to allow automatic allocation.
For 3PL users: click Clients then Overview, find the client, click Actions then Edit, and select the Defaults tab.
For multi-channel users: click Settings then Client Settings, and select the Defaults tab.
Check the Back Order Stock Allocation Policy setting. If it is set to Manual, either allocate stock manually or change the policy to First In First Out.
Check automatic reprocessing is enabled
If Auto Reprocess Allocated Back Orders is turned off, Mintsoft will not automatically move back orders to New status when stock becomes available.
Click Settings then Customer Account Settings.
Click the Automation tab.
Check that Auto Reprocess Allocated Back Orders is toggled ON.
If you have just enabled this setting, wait 15 to 20 minutes for the system to begin processing.
Verify stock is in the correct warehouse
Mintsoft allocates stock from the warehouse assigned to the order. If stock has been booked into a different warehouse, the back order will not be fulfilled automatically.
Click Orders then Back Orders.
Check which warehouse is assigned to the stuck order.
Confirm that the required stock exists in that warehouse under Products then Overview.
If stock is in a different warehouse, select the order, choose Allocate stock from another warehouse from Bulk Actions, and click Go.
Manually reprocess a back order
If stock is available and allocated but the order has not moved automatically, reprocess it manually.
Click Orders then Back Orders.
(3PL only) Filter by Client.
Tick the order(s) to reprocess.
Select Reprocess from the Bulk Actions drop-down.
Click Go.
Back orders that cannot be split
You can only split an order once. If an order has already been split, it will have a -Copy suffix (for example, order 1234 becomes 1234-Copy). Attempting to split it again will produce an error.
Important: If you need to partially fulfil a back order that cannot be split again, process the available items manually and contact support for guidance on the remaining lines.
To split a back order that has not been split before:
Click Orders then Back Orders.
Tick the order you want to split.
Select Split from the Bulk Actions drop-down.
Click Go. The in-stock items will move to a new order ready for fulfilment.
Replenishment task showing 'Max Available: 0'
This error means Mintsoft cannot find allocatable stock for the replenishment task. The most common causes are:
All available stock is already allocated to existing orders. Check stock allocations under Products then Overview, click Actions against the product, then Manage Inventory, and review the Allocations tab.
Stock exists in a different warehouse to the one the task is targeting. Verify the warehouse assignment on the replenishment task matches where your stock is held.
Inventory tracking is not enabled for the product on the connected platform (for example, Shopify). Without inventory tracking, Mintsoft cannot sync or allocate stock for that product.
The product has a negative or zero stock figure in Mintsoft due to a previous booking or sync error. Verify the quantity under Products then Overview.
If stock quantities are incorrect and you cannot correct them yourself, contact support with the product SKU, the expected quantity, and when the discrepancy started.
Kit builds resetting to 'New' status
If a kit build resets to New status unexpectedly, this is usually caused by one of the following:
A component product went out of stock after the kit build was created. Mintsoft returns the kit build to New when it can no longer fully allocate all components.
Auto Reprocess Allocated Back Orders is enabled and has triggered a reallocation cycle that affected the components. Check whether any component SKUs have active back orders.
Stock was unallocated from one of the component orders, either manually or by a sync event from a connected platform.
To resolve, ensure all component products have sufficient allocated stock, then reprocess the kit build order from Orders then Back Orders.
Incorrect stock allocated to orders
If orders have been allocated more stock than physically exists — for example, because an ASN was booked in with the wrong quantity — you need to unallocate the stock before correcting the inventory figure. You cannot simply adjust the stock while it is allocated to orders.
Set the Holding Order Policy and Back Order Stock Allocation Policy to Manual in your Client Settings. This prevents Mintsoft from automatically reallocating stock to other orders while you correct the figures.
Unallocate the stock from affected orders. You can do this in two ways:
From Orders: click Orders then Overview, tick the affected orders, select Unallocate Stock from Bulk Actions, and click Go.
From the product: click Products then Overview, click Actions then Manage Inventory, select the Allocations tab, and click Unallocate for the relevant orders.
If the orders are linked to an external platform (such as Shopify), temporarily turn off the integration connection to prevent stock changes from re-syncing before you have finished.
Correct the stock figure by booking out the difference to reach the accurate quantity.
Reprocess any affected orders that should now be fulfilled.
Restore your Holding Order Policy and Back Order Stock Allocation Policy to their normal settings.
Note: Document quantities on picking sheets or despatch notes may not update automatically after an order moves from back order to New. If quantities appear mismatched on documents, regenerate the document or contact support.
When to contact support
Contact support if you have worked through the steps above and still cannot resolve the issue, or if:
Stock quantities are incorrect and cannot be corrected by standard booking-in or booking-out processes.
Back orders remain stuck after confirming stock allocation, warehouse assignment, and reprocessing settings are all correct.
Kit builds continue to reset after components have been fully stocked and allocated.
When contacting support, include the order reference or product SKU, the quantity expected versus what Mintsoft shows, and the date the issue started.