Checking Message Logs for Failed Orders

Applies to: RFMS E-Commerce (EC)
Use this article when an EC purchase order appears stuck, is not acknowledged, or may not have reached the supplier. Does not cover: RFMS Core posting issues, supplier rejections, or partial fills. Support required: Often, to confirm whether the order was transmitted successfully and reached the supplier.

If a purchase order does not move as expected after being sent through EC, you can review a few message-related screens in RFMS to gather details before contacting Support.

These screens may help you confirm that an error occurred or that recent EC activity is missing. They do not always explain the cause on their own, and they do not confirm supplier receipt. If the issue is not obvious, contact Support.

Signs the order may have failed

Review this article if one or more of the following is true:

• the PO remains in Sent EC longer than expected
• you do not receive an acknowledgment
• the supplier says the PO was not received
• other EC documents also appear delayed or missing

Review Message-related Screens

The screens detailed below can help you determine whether:

• EC recorded an error
• recent EC communication occurred
• the issue may be broader than a single PO

These screens do not confirm whether the supplier actually received the order. Support may still need to review the EC logs or the B2B network activity to verify what happened.

View Transmission Errors

Go to E-Commerce > Utilities > Maintenance > View Transmission Errors

Use this screen to check whether RFMS recorded a transmission or processing error related to EC activity.

This area may show:

• the document type
• whether the document failed to send or process
• an error message
• the date and time of the error

This screen is not limited to purchase orders. It may also show issues related to other EC document activity.

Last Download Information

Go to E-Commerce > Utilities > Maintenance > Last Download Information

Use this screen to review the most recent successful EC communication.

This area may show:

• the last successful activity
• the document type involved
• the timestamp of that activity

If the activity shown is older than expected, include that detail when contacting Support.

Process Electronic Documents

Go to E-Commerce > File > Process Electronic Documents

This utility is generally used only when directed by Support. Most users do not need to run it as part of normal troubleshooting.

If Support asks you to use it, they may be checking whether documents are still queued for processing rather than fully transmitted.

Before Resending the Order

Do not reset the PO or resend it until Support confirms that the supplier did not receive it.

Resending too early can create duplicate orders.

When to contact Support

Contact Support if the purchase order stays in Sent EC longer than expected, no acknowledgment is received, or the supplier says the order was not received. You should also contact Support if View Transmission Errors shows an error, if Last Download Information does not show the activity you expected, or if other EC documents appear to be affected. Support can review the message logs and confirm whether the order was transmitted successfully or if a broader EC issue needs to be investigated.

What to send to Support

When contacting Support, include the PO number, supplier name, when the order was sent, and the current PO status. If you saw an error in View Transmission Errors or unusual activity in Last Download Information, include those details as well. It is also helpful to mention whether the issue appears to affect only one order or multiple EC documents. If available, attach screenshots of the message screens so Support can review the information exactly as it appeared in RFMS.