What is order with error?
What is order with error?
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An order with error occurs when the product settings on Rezio do not match the information on the KKday frontend at the time of booking, causing discrepancies between the front and back-end systems. This guide explains how to convert such orders into normal orders and how to prevent them in the future.
Handling Orders with Error
Handling Orders with Error
When an order with error arises, it will NOT appear in the Order List. Follow these steps to handle the order and contact the traveler to confirm order details:
Step 1: Check the Order with Error
If you have an order with error, a red alert icon will appear in Channel Manager. Go to the Order with Error to view the order details.
Path: Main Menu > Channel Manager > Orders with Error
Step 2: Confirm Order Information and Restore Product Settings
Restore the product price and package for the order departure date to the settings before modification, and renew the product info to channel so the system displays information consistent with the traveler's original order.
After restoring the settings, notify your KKday contact and wait for the product to be republished before proceeding.
If you cannot restore the product settings or adjust certain items, skip to Step 3 to convert the order to a normal order, ignoring the order information displayed in the Rezio system.
⚠️ Note: The actual order information should base on the amount the traveler originally paid. Confirm the actual purchase amount through your payment report or by contacting your KKday contact.
Step 3: Select the Corresponding Order Details and Click "Convert to Normal Order"
Choose the appropriate package and specification options, then click Convert to Normal Order at the bottom right.
⚠️ Note: Clicking Delete will permanently remove the order and it cannot be converted to a normal order.
Step 4: Contact the Traveler to Confirm Order Details
Once the order is converted to a normal order, you can view the order details and traveler information in the Order List.
Proactively contact the traveler to confirm the actual order amount and package details.
How to Avoid Orders with Error?
How to Avoid Orders with Error?
To prevent orders with error, closely monitor the channel status of products in the Product List. If the status shows "❌ Attention Needed" or "⚠️ Awaiting Setup," it means your product information has NOT synced to the KKday frontend. Orders during this period may result in orders with error.
Common Causes of Inconsistent Product Info:
Incomplete Price or Package Modifications: If steps for modifying price, package, availability, or session settings are incomplete, it will cause syncing issues.
Product Not Approved: If the product fails to pass review and hasn’t been republished, the product information will not sync. Modify the product according to the return instructions and retransfer it.
Related Articles: Product Listing Guidelines
Product Information Not Synced: After adjusting the product, you need to renew product information to the Marketplace channel to ensure the latest information is transferred.
Related Articles: How to make changes to my product?
Channel Spec Not Compliant: If supplying the product fails due to settings not meeting channel specifications, modify the product as instructed and retry supplying it.
Related Articles: Troubleshooting for channel spec not compliant
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