Sales and delivery
Sales refusals
Every message Sales gives when it refuses a quotation, order, delivery, packing, dispatch or return step, what it means and what to do.
When the system refuses a step it shows the message in red and changes nothing. Find the message below.
{placeholders} stand for the real number, name or value.
Some refusals are the same everywhere in Factory OS: signature authority, a missing reason, access letters, signed-record locks and the training gate. They are explained once in Signatures and refusals.
Quotations
For Quote and confirm a sales order.
Editing a quotation
| Message | When | What it means | What to do |
|---|---|---|---|
{pn} is a development item ({stage}) and is not qualified for production. | Saving a quotation or order for a part number that is still a development item. | Engineering has not qualified it. | Wait for the item to reach Qualified, or choose another product. |
Add at least one product line with a product and quantity. | Saving a document with no product line, or a line without a product. | Every document needs a priced line. | Add a product and quantity. |
Line {n}: quantity must be above zero. | Saving a line with quantity 0 or empty. | Quantities start at 1. | Enter a quantity. |
Line {n}: quantity must be a whole number. | A fraction in quantity. | Pieces are whole. | Enter a whole number. |
Line {n}: quantity cannot be above 100,000,000. | A quantity above the limit. | Probably a typing error. | Correct it. |
Line {n}: unit price cannot be negative. | A negative price. | Prices start at zero. | Correct it. |
Line {n}: unit price is too large. | A price above 999,999,999,999.99. | Typing error. | Correct it. |
Line {n}: discount must be between 0 and 100%. | A discount outside 0 to 100. | Discount is a percentage. | Correct it. |
Line {n}: tax must be between 0 and 100%. | A tax rate outside 0 to 100. | Tax is a percentage. | Correct it. |
Line {n}: the line total is too large. | Quantity times price above the limit. | Typing error. | Correct quantity or price. |
Unit price cannot be negative. | A negative Unit price on the quotation. | Prices start at zero. | Correct it. |
Unit price is too large. | Unit price above the limit. | Typing error. | Correct it. |
Valid until ({valid}) is before the created date ({created}). | A validity date before the created date. | A quotation cannot expire before it starts. | Move Valid until later. |
Only draft {quotations or sales orders} can be edited | Editing a quotation or order that has left Draft. | Documents are fixed once sent or confirmed. | Use Reset to draft on a quotation, or Amend order on a confirmed order. |
Send to customer
| Message | When | What it means | What to do |
|---|---|---|---|
Set the order risk on {key} before sending (ISO 9001 6.1, ISO 13485 7.1). | Pressing Send to customer or Send again with no Order risk. | The risk is part of the offer. | Choose the Order risk. |
{risk}: record the risk actions (e.g. extra review, longer lead time, FAI) before continuing. | Sending or confirming a quotation whose risk is not Standard and Risk actions is empty. | Risky orders need a recorded response. | Write the Risk actions. |
{key} was valid until {date}. Extend the validity date before sending it. | Sending a quotation past its Valid until date. | An out-of-date offer must not go out. | Reset to draft, set a later date, send again. |
{pn} cannot be quoted: {reason}. {detail} | Sending a quotation with a product that is obsolete, not released, unpublished, or not set up. The reason is the product's sell state, for example obsolete, not released, unpublished or not set up. | The product cannot be supplied. | Remove the line, or fix the product in Engineering or the catalogue. |
Review the message first: use Copy to clipboard or Send by email. | The send dialog was submitted without a message. | The app records what was sent. | Open the dialog again and choose one of the two buttons. |
Enter a valid customer email address. | Send by email with an invalid address. | The address is not an email. | Correct Customer email. |
Enter a valid customer email address, for example name@company.com. | Saving a customer whose Email is not valid. Several addresses may be separated by commas or semicolons. | Not an email. | Correct it. |
Confirm, reset and cancel
| Message | When | What it means | What to do |
|---|---|---|---|
Set the order risk on {key} before confirming (ISO 9001 6.1, ISO 13485 7.1). | Confirm with no Order risk. | See above. | Choose it. |
{key} is {in production or shipped}. | Reset to draft on an order that is in production or shipped. | The order is under way. | Leave it. |
{key} has {mo}. Cancel the manufacturing order first | Reset to draft while a manufacturing order exists. | Production is linked. | Cancel the manufacturing order. |
{key} has {do}. Cancel the delivery order first | Reset to draft while a delivery order exists. | A delivery is linked. | Cancel the delivery order. |
{key} was amended (rev {n}). Sign the re-review before changing status. | Any step on an amended order whose review is not signed again. | An amendment reopened the contract review. | Answer the review items and choose Sign review. |
Sales orders
For Quote and confirm a sales order.
Contract review and amendment
| Message | When | What it means | What to do |
|---|---|---|---|
The contract review is closed. | Editing or signing a review that is signed, or that belongs to an order which is not Draft and not reopened by an amendment. | The review is a signed record. | Reopen review on a Draft order, or amend a confirmed one. |
{id} is not a contract review item. | A review answer for an unknown question. | Normally only an old screen sends this. | Reload the order. |
Resolve items marked No before signing | Sign review with a No answer. | A No means a requirement is not met. | Solve the point, change the answer. |
Answer all {n} items before signing. | Sign review with open questions. | All nine must be answered. | Answer the rest. |
Only the signed review of a draft order can be reopened. | Reopen review on a review that is not signed, or an order that is not Draft. | Confirmed orders are changed through Amend order. | Use Amend order. |
Only a confirmed order with a signed contract review can be amended. | Amend order on any other order. | Draft orders are edited directly. | Edit the draft. |
Enter a quantity above zero. | Submit amendment with quantity 0 or empty. | See above. | Enter a quantity. |
Enter the quantity in whole pieces. | A fraction. | Pieces are whole. | Enter a whole number. |
Enter the due date. | No due date. | Required. | Enter it. |
The due date {date} is in the past. | A new due date before today. | Dates move forward. | Choose a future date. |
Change the quantity or the due date. | Both equal the current values. | Nothing to amend. | Change one. |
Enter the reason for the change. | Reason for change empty. | Required. | Type the reason. |
Reduce the quantity on the order lines instead. | An amendment that would take the first line to zero or below. | The change goes to one line. | Edit the lines on a draft, or use a smaller change. |
{key} is {status}. Change its quantity or due date with Amend order, which signs a revision and reopens the contract review, or set it back to draft (ISO 13485 7.2.2). | Editing a confirmed order's fields directly. | Confirmed terms change only by amendment. | Amend order, or Reset to draft. |
Confirm
| Message | When | What it means | What to do |
|---|---|---|---|
{channel} order: send the customer a written order confirmation and record its reference before confirming (ISO 13485 7.2.2). | Confirm on a Phone or Verbal order with an empty Written confirmation sent. | Spoken orders need a written follow-up. | Send the confirmation and enter its reference. |
Customer PO order: record the customer's PO number before confirming {key} (ISO 13485 7.2.2). | Confirm on a Customer PO order with an empty Customer PO no.. | The PO is the contract. | Enter the PO number. |
PO {cpo} of {customer} is already on open order {key}. Use the right PO number, or amend {key} instead of ordering twice (ISO 13485 7.2.2). | Confirm with a PO number used on another open order of the same customer. | A double order. | Correct the number, or amend the other order. |
{pn} is in development ({item}, {stage}) and cannot be ordered for production until it is qualified. | Confirm when a line names a product that a development item has not yet qualified. | The product is still being developed. | Wait for the QA manager to qualify the item, or remove the line. |
Cannot confirm {key}: {reasons}. Release the product or remove the line (ISO 13485 7.2.2). | Confirm when a product is not ready. Reasons are: {pn} is not in the product list, {pn} is {status} in Engineering, {pn} has no approved production method, {pn} has no machine option on {method}. | Production cannot make it yet. | Ask Engineering to finish the product, or remove the line. |
Complete and sign the contract review before confirming {key}. | Confirm without a signed review. | See Do the contract review. | Sign the review. |
Cancel and reset
| Message | When | What it means | What to do |
|---|---|---|---|
{key} has {mo} open ({status}). The order can be cancelled once the manufacturing order is completed. | Cancel with an open manufacturing order. | Material would keep being used. | Complete the manufacturing order. |
{key} has delivery order {do} open. {Cancel it, or Return it to draft and cancel it} before cancelling the order. | Cancel with a Draft or Picked delivery order. | The goods could still ship. | Follow the sentence. |
{key} has {mo}. Cancel the manufacturing order before setting the order back to draft. | Reset to draft with a manufacturing order. | Linked. | Cancel the manufacturing order. |
Plan production
For Plan production.
| Message | When | What it means | What to do |
|---|---|---|---|
Every line on {key} already has a manufacturing order ({mos}). | Plan production when each line has one. | Nothing left to plan. | Open the manufacturing order. |
Cannot plan {pn}: {reason}. Release it in Engineering first. | Plan production for a product that is not ready (reasons as in Confirm above). | Not ready. | Finish it in Engineering. |
{key} is {shipped, closed short or cancelled}. A manufacturing order cannot be raised against it. | Linking a manufacturing order to a finished sales order. | No demand is left. | Choose an open order. |
Material requirements
| Message | When | What it means | What to do |
|---|---|---|---|
{key} is {status}. No purchase requisition can be raised for it. | Raise purchase requisition on a Shipped, Closed short or Cancelled order. | Nothing to buy for. | None. |
{pr} is already raised for {item}. | Raising a requisition that exists. | One per item. | Open that requisition. |
{key} is not short of any material. | Nothing to raise. | Stock covers it. | None. |
{item} is not a material of {key}. | An item that is not in the bill of materials. | Wrong item. | Reload the order. |
Customers
| Message | When | What it means | What to do |
|---|---|---|---|
A customer named {name} already exists ({code}). Use that customer, or give this one a different name. | Adding or renaming to an existing name. | Documents find a customer by name. | Use the existing customer. |
{name} is named on {documents}, so its name cannot change. Add the new name as a new customer and use it on new documents. | Renaming a customer used on documents. | Old documents would lose their customer. | Add a new customer. |
Delivery orders
For Pick, pack and ship.
Creating a delivery order
| Message | When | What it means | What to do |
|---|---|---|---|
{key} is {closed short or cancelled}. No delivery order can be created. | Create delivery order on a finished order. | Nothing can ship. | None. |
{do} is still open for {key}. {Ship or cancel it, or Ship it, or return it to draft and cancel it,} first. | Create delivery order while one is open. | One at a time. | Follow the sentence. |
{key} is fully shipped | Nothing is left to deliver. | Done. | None. |
{so} is closed. A delivery order cannot be made for an order that was cancelled or closed short. | Saving a delivery order for a finished order. | See above. | Choose an open order. |
Checks on every delivery step
These come from one rule that runs when you save a delivery order, build or load a pack, confirm a
dispatch and ship. The refusal is also written to the delivery order's history as Delivery refused.
| Message | When | What it means | What to do |
|---|---|---|---|
Sales order {so} does not exist. / {key} names no sales order. | The delivery has no valid order. | Broken link. | Pick the right order. |
{so} is cancelled. A delivery of a cancelled order cannot ship. | Any delivery step on a cancelled order. | Nothing ships. | None. |
{so} is {status}. Deliver against an order that is confirmed, in production or partially shipped. | The order is Draft or another status. | Not yet confirmed. | Confirm the order first. |
{so} was amended (rev {n}). Sign the re-review before delivering against it. | The order has an unsigned re-review. | Amendments reopen the review. | Sign the review. |
{key} is for {customer}, but {so} is for {customer}. | Customers differ. | Wrong order. | Correct the customer. |
{pn} is not on {so}. | The product is not on the order. | Wrong product. | Correct it. |
{key}: the quantity must be more than zero. | Quantity 0. | Enter a quantity. | |
{key} is for {qty} pcs of {pn}, but only {n} pcs of {so} are still open (ordered {a}, shipped {b}, on other open delivery orders {c}). | Quantity above what is still owed. | Over-delivering. | Reduce the quantity. |
{pn} is not in the product list, so no lot can be matched to it. | The product has no catalogue name. | Setup gap. | Ask Engineering. |
Lot {lots} does not exist in stock. Pick the lot from the released stock of {item}. | A lot that is not in stock. | Typing error. | Choose a real lot. |
Lot {lot} is {item}, not {item}. A delivery of {pn} can ship only lots of {item}. | A lot of another item. | Wrong lot. | Choose a lot of the right item. |
Not released: {lots}. Only released lots can ship. | A lot is not Released (quarantine, on hold, or not found). | QA must release it. | Wait for release, or choose another lot. |
Lot {lot} has only {n} pcs left{ ({m} pcs are already dispatched on other delivery orders)}; {k} pcs are on {key}. | A lot holds less than the delivery takes. | Not enough stock. | Choose other lots or reduce the quantity. |
Packs and dispatches are recorded on the Packing screen. | Editing the packing data by hand. | Packing has its own screen. | Use Packing & dispatch. |
{key} has packs built. Its quantity and lots cannot change; cancel it and create a new delivery order. | Changing quantity or lots after packs exist. | Packs are labelled for those lots. | Cancel and create a new one. |
Mark as picked, return, cancel
| Message | When | What it means | What to do |
|---|---|---|---|
{so} is closed. {do} cannot move on; it stays as the record. | Moving a delivery of a finished order. | See above. | None. |
{do} has a dispatch confirmed, so goods have left. Ship it, or return the dispatch (signed, with a reason) before cancelling it. | Cancel after a dispatch. | Goods left. | Ship · issue CoC or Return dispatch. |
{do} has a dispatch confirmed. Return the dispatch (signed, with a reason) before taking it back to draft. | Return to draft after a dispatch. | Return dispatch first. | |
{do} has a dispatch confirmed, so goods have left. It stays as the record. | Deleting it. | Not deletable. | None. |
Packing
| Message | When | What it means | What to do |
|---|---|---|---|
{do} is {status}. Nothing is left to pack. | Opening a delivery that shipped or was cancelled. | Done. | None. |
{so} is {status}. {do} cannot be packed or dispatched. | The order is closed. | See above. | None. |
Lot {lots} is not released by QA. Packs cannot be built. | Build and label next pack with unreleased lots. | Waiting for QA release. | Wait. |
Every open piece is already packed. | Building one pack too many. | Complete. | Load and dispatch. |
The delivery order has no lots to pack from. | No lots on the delivery. | Needs lots. | Edit the lots. |
The lots on {do} hold only {n} pcs, fewer than its {m} pcs. Correct the lots before building more packs. | Lots cover less than the quantity. | Short. | Add lots. |
{pack} is not an open pack of {do}. | Scan load on a pack that is not open. | Wrong pack. | Scan an open pack. |
Scan or type the ID of {pack} to load it. | Scan load with the Pack ID field empty. | Nothing was scanned. | Scan the label or type the ID. |
{scanned} is not {pack}. Scan the label of the pack that you load. | Scan load with another pack's ID. | A wrong carton. | Scan the label of the pack in front of you. |
Lot {lots} is released but still in Q-FG-01. The store puts it away first: post its put-away in Stock movements. | Build and label next pack from a released lot still in the outgoing-QC bin. | The store has not confirmed the move into finished goods. | The store keeper posts the put-away. |
Dispatch
| Message | When | What it means | What to do |
|---|---|---|---|
Packs of {do} are from {lots}, beyond the lots on the delivery order. / Packs of {do} left from {lots}, beyond the lots on the delivery order. | Confirm dispatch or Ship with packs from other lots. | The lots shipped must be the lots sent. | Return dispatch and correct. |
Complete the dispatch checks first | Confirm dispatch while a check fails. | See the five checks. | Fix the failing check. |
You packed {do}, so someone other than the packer confirms its dispatch. Ask another authorised colleague to sign it. | Confirm dispatch by the person who built its packs. | The dispatch is checked by a second person (7.5.8). | Ask another colleague with delivery write access to sign. |
Pack, load and confirm the dispatch of {do} on the Packing screen before shipping. | Ship · issue CoC with nothing dispatched. | Packing first. | Dispatch. |
{do} dispatched {n} pcs, more than its {m} pcs. Correct the delivery order before shipping. | More dispatched than ordered. | Mismatch. | Correct the quantity. |
{do} has no confirmed dispatch to return. | Return dispatch with none. | Nothing to reverse. | None. |
Ship
| Message | When | What it means | What to do |
|---|---|---|---|
{so} was closed short. A delivery of a closed order cannot ship. | Ship · issue CoC on a closed order. | Finished. | None. |
Lots shipped must cover {n} pcs before shipping | The lots add up to less than the quantity. | Short. | Add lots. |
Not released: {lots}. Only released lots can ship. | A lot changed to On hold since. | Ask QA. | |
Lot {lot} has only {n} pcs left; {m} pcs are on this delivery order. | Another shipment took the pieces. | Return dispatch, correct, repack. |
Certificate of conformance
For Print the certificate of conformance.
| Message | When | What it means | What to do |
|---|---|---|---|
No certificate yet: ship {do} first; shipping issues its certificate of conformance. | Opening the certificate of a delivery order that has not shipped. | The certificate is issued by Ship · issue CoC. | Ship the delivery order, then open the certificate. |
Close short and balance
For Ship part of an order or close it short.
| Message | When | What it means | What to do |
|---|---|---|---|
{so} has {mo} open ({status}). The balance can be closed short once the manufacturing order is completed or cancelled. | Close short with a manufacturing order open. | Production would keep running. | Complete or cancel it. |
{so} has delivery order {do} open. {Ship or cancel it, or Ship it, or return it to draft and cancel it,} before closing the balance short. | Close short with an open delivery. | Goods could still ship. | Follow the sentence. |
{so} has no balance left to close. It is fully shipped. | Close short on a fully shipped order. | Nothing to close. | None. |
Close short needs a reason. Enter why. | Close short without a reason of 4 characters or more. | A reason is kept with the signature. | Type it. |
Returns
For Returns (RMA).
| Message | When | What it means | What to do |
|---|---|---|---|
Select the quarantine location | Receive into quarantine with no Quarantine location. | Returned goods go on hold in a bin. | Choose a location. |
Record the inspection result and the disposition | Record inspection with an empty result or disposition. | Both needed. | Fill them. |
A fault was found: link the NCR | Record inspection with a fault disposition and no NCR. | A fault needs an NCR. | Link one, or Return as is (no fault found). |
Signing authority for these steps: Authorise return, Refuse and Close · disposition done need a QA engineer. Receive into quarantine needs a store keeper. Record inspection needs a QC inspector. Return dispatch needs a QA manager. A refusal for the wrong signer is explained in Signatures and refusals.