Channel Order App - Error Messages and Troubleshooting

Error Message: This order is missing required customer details. Verify the company name and billing address for the customer and try again.
Potential Causes and Action: Navigate to the Customer record for this customer and ensure that their company name and address information are complete and accurate.

Error Message: Service must start on today's date or a date in the future.
Potential Causes and Action: Service Order Start date cannot be in the past.

Error Message: Invalid State - State is not valid for Country null.
Potential Causes and Action: You may receive this error if the address details for your customer are incomplete or incorrect. Please navigate to the Customer record for your end customer and update their address.

Error Message: This order contains a Derived Price Product - the product fees will be calculated upon order processing based on active user licenses for the customer.
Potential Causes and Action: This is to inform you that either the Partner Order or your customer's existing orders have Derived Price Products and the appropriate fees will be calculated by Salesforce upon order processing.

Error Message: This org ID is associated with an existing customer record. Updating the record replaces the customer's existing details with any new details you've provided here.
Potential Causes and Action: This error occurs if you are entering an initial order for a customer that already has a customer record in your COA. Please click "OK" and override this pop up and continue submitting your order.

Error Message: The Channel Order App can't submit orders to Salesforce because its production connection isn't set up. For details about connecting the COA to Salesforce, see the ISVForce Guide.
Potential Causes and Action: You have not yet established your connection to Salesforce. If you are a partner who has newly installed COA, review these setup instructions.

• • Access and log into help.salesforce.com via TBID authentication - access can be via this help site directly by clicking on Contact Support (OR through the Partner Community > click on the "?" button at the top right corner > Support & Services).

  • Click ‘Select An Org’ to choose the Partner Org ID aligned to the user submitting the case.

  • Fill Out Subject and Description

  • (After waiting a few seconds) Select 'Pick a Different Product/Topic'

  • Select the Product and Topic: ISV Billing & Order Support / Partner Order Errors & RevisionsIf you do not have your COA credentials, please log a case through the Partner Community or directly in Salesforce Help.

  • Select ‘Create Case’

Error Message: This order must include at least one product with an admin license.
Potential Causes and Action: Please revise your customer order to include at least 1 Admin license. All OEM end customers will need to have at least one active admin license. Please ensure that all Initial, Renewal, and Upgrade order types include at least 1 Admin license.

Error Message: An authentication error has occurred.
Potential Causes and Action: This is an error during the COA setup in which either the credentials were not entered correctly, or your activation code has expired. If you are still having issues setting up the COA, please log a case through the Partner Community or directly in Salesforce Help.

• Access and log into help.salesforce.com via TBID authentication - access can be via this help site directly by clicking on Contact Support (OR through the Partner Community > click on the "?" button at the top right corner > Support & Services).

• Click ‘Select An Org’ to choose the Partner Org ID aligned to the user submitting the case.

• Fill Out Subject and Description

• (After waiting a few seconds) Select 'Pick a Different Product/Topic'

• Select the Product and Topic: ISV Billing & Order Support / Partner Order Errors & Revisions

• Select ‘Create Case'

Error Message: You can't set up a production connection to Salesforce from a sandbox org. Choose another org, then try again.
Potential Causes and Action: You cannot connect a Sandbox org to Salesforce. The COA must be installed in an active production org. When trying to establish a connection with Salesforce, ensure you've selected the "Production Settings" tab on the COA Setup page.
If you are still having issues setting up the COA, please log a case through the Partner Community or directly in Salesforce Help:

• Access and log into help.salesforce.com via TBID authentication - access can be via this help site directly by clicking on Contact Support (OR through the Partner Community > click on the "?" button at the top right corner > Support & Services).

• Click ‘Select An Org’ to choose the Partner Org ID aligned to the user submitting the case.

• Fill Out Subject and Description

• (After waiting a few seconds) Select 'Pick a Different Product/Topic'

• Select the Product and Topic: ISV Billing & Order Support / Partner Order Errors & Revisions

• Select ‘Create Case'

Error Message: You can't have more than one order of this type for the customer. If the existing order hasn't processed, you can edit or recall it and try again.
Potential Causes and Action: You are receiving this error because you have previously placed an Initial Order for this Customer that has been processed and the customer contract is still active.

• If the service order you submitted was an error and you are unable to recall the order within the COA or
• If you wish to replace the current contract
  • Please log a case through the Partner Community or directly in Salesforce Help
    • • Access and log into help.salesforce.com via TBID authentication - access can be via this help site directly by clicking on Contact Support (OR through the Partner Community > click on the "?" button at the top right corner > Support & Services).

      • Click ‘Select An Org’ to choose the Partner Org ID aligned to the user submitting the case.

      • Fill Out Subject and Description

      • (After waiting a few seconds) Select 'Pick a Different Product/Topic'

      • Select the Product and Topic: ISV Billing & Order Support / Partner Order Errors & Revisions

      • Select ‘Create Case’

• Otherwise, please submit an Add-On order.

Error Message: We couldn't process this order because it removes all the available licenses on the customer's contract. To remove all licenses and end your contract with the customer, submit a cancellation order instead.
Potential Causes and Action: Please confirm the quantity of the licenses you are looking to reduce from the customer's org. A Cancellation Order must be placed if all licenses are being removed.

Error Message: Invalid OrgID.
Potential Causes and Action: Please confirm that the customer Org ID is entered into the Order Wizard correctly.
The Salesforce Organization ID must be 15 characters in length. Note: Org IDs are case sensitive.

Error Message: The contract on this order doesn't have the latest terms. Go to the contract terms record to refresh term details, then try again.
Potential Causes and Action: Your Contract Term is out of date and needs to be synchronized to retrieve latest changes.
To refresh your Partner Contract Terms, navigate to the Partner Contract Terms tab, select the Contract Term, and click "Refresh Data." You should receive a "Success" message. Please note your user must have the COA Admin User permission set assigned to perform this action. At this point you should be able to submit orders again.  If you are still encountering issues, please log a case through the Partner Community or directly in Salesforce Help:

• Access and log into help.salesforce.com via TBID authentication - access can be via this help site directly by clicking on Contact Support (OR through the Partner Community > click on the "?" button at the top right corner > Support & Services).

• Click ‘Select An Org’ to choose the Partner Org ID aligned to the user submitting the case.

• Fill Out Subject and Description

• (After waiting a few seconds) Select 'Pick a Different Product/Topic'

• Select the Product and Topic: ISV Billing & Order Support / Partner Order Errors & Revisions

• Select ‘Create Case’

Error Message: Product catalog terms are out of date for one or more products on this order. Refresh product details and try again.
Potential Causes and Action: Updates made by Salesforce to your Partner Product Catalog will require a refresh on your end in order to start submitting orders through the COA again. 
To refresh your Partner Contract Terms, navigate to the Partner Contract Terms tab, select the Contract Term, and click "Refresh Data." You should receive a "Success" message. Please note your user must have the COA Admin User permission set assigned to perform this action. At this point you should be able to submit orders again.
If you are still encountering issues, please log a case through the Partner Community or directly in Salesforce Help:

• Access and log into help.salesforce.com via TBID authentication - access can be via this help site directly by clicking on Contact Support (OR through the Partner Community > click on the "?" button at the top right corner > Support & Services).

• Click ‘Select An Org’ to choose the Partner Org ID aligned to the user submitting the case.

• Fill Out Subject and Description

• (After waiting a few seconds) Select 'Pick a Different Product/Topic'

• Select the Product and Topic: ISV Billing & Order Support / Partner Order Errors & Revisions

• Select ‘Create Case’

Error Message: We couldn't find the customer org ID you specified. Verify the ID and try again.
Potential Causes and Action: This error occurs if the org ID entered is invalid, such as a Developer or Sandbox org. This error can also occur for ISVForce Partners if the org ID is not an active production org. Please ensure you are entering a valid Org ID.
If you are an ISVForce Partner receiving this error when submitting a cancellation order, the customer's org may already be inactive.
Please log a case through the Partner Community or directly in Salesforce Help to request a manual cancellation:

• Access and log into help.salesforce.com via TBID authentication - access can be via this help site directly by clicking on Contact Support (OR through the Partner Community > click on the "?" button at the top right corner > Support & Services).

• Click ‘Select An Org’ to choose the Partner Org ID aligned to the user submitting the case.

• Fill Out Subject and Description

• (After waiting a few seconds) Select 'Pick a Different Product/Topic'

• Select the Product and Topic: ISV Billing & Order Support / Partner Order Errors & Revisions

• Select ‘Create Case’

Error Message: This customer doesn't have any previous orders, or the initial customer order hasn't been processed. If the customer doesn't have any orders, submit an initial order by selecting New Customer in the order submission wizard. If you already submitted an order, wait until the order status changes to Activated or Provisioned. Then try again.
Potential Causes and Action: This error occurs when trying to submit an order for an existing customer, but Salesforce cannot locate any previous orders for the Customer with that Org ID.
Please check to ensure this customer has previously activated orders and no cancellation order has been placed previously.
If you feel this is a mistake, please log a case through the Partner Community or directly in Salesforce Help:

• Access and log into help.salesforce.com via TBID authentication - access can be via this help site directly by clicking on Contact Support (OR through the Partner Community > click on the "?" button at the top right corner > Support & Services).

• Click ‘Select An Org’ to choose the Partner Org ID aligned to the user submitting the case.

• Fill Out Subject and Description

• (After waiting a few seconds) Select 'Pick a Different Product/Topic'

• Select the Product and Topic: ISV Billing & Order Support / Partner Order Errors & Revisions

• Select ‘Create Case’

Error Message: The customer org you specified is active. Your agreement with Salesforce doesn't allow you to sell to customers with active orgs.
Potential Causes and Action: You are receiving this error if you cannot sell into shared/active orgs, per the terms of their Partner Agreement. If you think this is a mistake, please log a case through the Partner Community or directly in Salesforce Help:

• Access and log into help.salesforce.com via TBID authentication - access can be via this help site directly by clicking on Contact Support (OR through the Partner Community > click on the "?" button at the top right corner > Support & Services).

• Click ‘Select An Org’ to choose the Partner Org ID aligned to the user submitting the case.

• Fill Out Subject and Description

• (After waiting a few seconds) Select 'Pick a Different Product/Topic'

• Select the Product and Topic: ISV Billing & Order Support / Partner Order Errors & Revisions

• Select ‘Create Case’

Error Message: You do not have the permission to read the field CHANNEL_ORDERS_ _Account_ID_ _c on CHANNEL_ORDERS_ _Customer_ _ c Resolve the issue, then try saving your draft again.
Potential Causes and Action: The User submitting the Partner Order may not have the COA permission set assigned to their user. Please refer to the ISVForce Guide on how to assign the right COA permission set to users.

Error Message: We couldn't process this order because it contains a product or contract that's no longer active. Verify that the contract and products on the order are active, and then try again. For more help, log a case in the Partner Community.
Potential Causes and Action: Please log a case through the Partner Community or directly in Salesforce Help, so a member of our team can help troubleshoot the issue:

• Access and log into help.salesforce.com via TBID authentication - access can be via this help site directly by clicking on Contact Support (OR through the Partner Community > click on the "?" button at the top right corner > Support & Services).

• Click ‘Select An Org’ to choose the Partner Org ID aligned to the user submitting the case.

• Fill Out Subject and Description

• (After waiting a few seconds) Select 'Pick a Different Product/Topic'

• Select the Product and Topic: ISV Billing & Order Support / Partner Order Errors & Revisions

• Select ‘Create Case’

Error Message: The customer on this order is associated with multiple active contracts. Log a case in the Partner Community for help. When you log the case, provide the customer name and ask for it to be associated with a single contract.
Potential Causes and Action: You are receiving this message because the system found more than one 1 active contract for the customer. Please log a case in the Partner Community with the customer Org ID and request a contract merge.
Note: This does not mean that you are being overcharged or double billed. This likely means that the licenses for this customer are spread across more than 1 contract.

Error Message: The contract on this order renews in 5 days or less, so the order will remain active for the next contract period. We'll apply the reduction to the contract period that follows.
Potential Causes and Action: Based on your contract terms, the reduction window for this period has been missed. For ISVForce Partners we'll apply the reduction to the contract period that follows. For OEM/VAR Partners you must resubmit a new order for it to take in effect for the following year.

Error Message: The contract on this order renews in 5 days or less, so the order will remain active for the next contract period. We'll apply the cancellation to the contract period that follows.
Potential Causes and Action: Based on your contract terms, the cancellation window for this period has been missed. For ISVForce Partners we'll apply the reduction to the contract period that follows. For OEM/VAR Partners you must resubmit a new order for it to take in effect for the following year.

Error Message: The contract on this order renews in 5 days or less so the renewal order will be applied to the contract period that follows.
Potential Causes and Action: Based on your contract terms, the renewal window for this period has been missed. For ISVForce Partners we'll apply the Renewal to the contract period that follows. For OEM/VAR Partners you must resubmit a new order for it to take in effect for the following year.

Error Message: The contract on this order isn't set to autorenew. Log a case in the Partner Community to request autorenewal for the contract.
Potential Causes and Action: The Auto-Renew is set to No on your customer's contract. Please log a case through the Partner Community or directly in Salesforce Help to request to have your customer contract auto-renew.

• Access and log into help.salesforce.com via TBID authentication - access can be via this help site directly by clicking on Contact Support (OR through the Partner Community > click on the "?" button at the top right corner > Support & Services).

• Click ‘Select An Org’ to choose the Partner Org ID aligned to the user submitting the case.

• Fill Out Subject and Description

• (After waiting a few seconds) Select 'Pick a Different Product/Topic'

• Select the Product and Topic: ISV Billing & Order Support / Partner Order Errors & Revisions

• Select ‘Create Case’

Error Message: The reduction you specified removes all admin licenses from the customer's org. Revise license quantities so at least one admin license remains.
Potential Causes and Action: At least 1 admin is required in your customer's org, otherwise the customer will be locked out of their org. This reduction order would remove all of the admin licenses from your customer's org. Please adjust your order and try submitting again.

Error Message: Org IDs should begin with '00D' and be 15 characters in length.
Potential Causes and Action: Your customer's Salesforce Org ID needs to start with '00D' and be 15 characters in length. This does not apply to other Tenant types such as Marketing Cloud.
Note: Org IDs are case sensitive.

Error Message: We don't recognize the org ID or company name, or the company name doesn't match the org ID. Verify these details and try again.
Potential Causes and Action: If submitting an order for an existing customer, ensure you are selecting the customer via the lookup and ensure that the Org ID is populated.

Error Message: Another order is processing for this customer and product. Wait for the existing order to be processed before submitting this order.
Potential Causes and Action: You are receiving this error because you recently submitted an existing service order that is still processing. Please wait for the existing order to be processed or recall the existing order before submitting another order.

Error Message: We couldn't process the reduction or cancellation because the customer doesn't have an active contract for the products on the order. Verify the customer and products you specified, and then try again.
Potential Causes and Action: Verify that your customer has an existing contract and licenses that are active, and then try again. For more help, please log a case through the Partner Community or directly in Salesforce Help.

• Access and log into help.salesforce.com via TBID authentication - access can be via this help site directly by clicking on Contact Support (OR through the Partner Community > click on the "?" button at the top right corner > Support & Services).

• Click ‘Select An Org’ to choose the Partner Org ID aligned to the user submitting the case.

• Fill Out Subject and Description

• (After waiting a few seconds) Select 'Pick a Different Product/Topic'

• Select the Product and Topic: ISV Billing & Order Support / Partner Order Errors & Revisions

• Select ‘Create Case’

Error Message: The reduction you specified exceeds the number of licenses available for one or more products on this order. Review license quantities and try again.
Potential Causes and Action: The requested reduction count exceeds the number of available licenses on your customer contract. Please verify the license count and try again. If you feel you are receiving this in error, please log a case through the Partner Community or directly in Salesforce Help.

• Access and log into help.salesforce.com via TBID authentication - access can be via this help site directly by clicking on Contact Support (OR through the Partner Community > click on the "?" button at the top right corner > Support & Services).

• Click ‘Select An Org’ to choose the Partner Org ID aligned to the user submitting the case.

• Fill Out Subject and Description

• (After waiting a few seconds) Select 'Pick a Different Product/Topic'

• Select the Product and Topic: ISV Billing & Order Support / Partner Order Errors & Revisions

• Select ‘Create Case’

Error Message: This order was processed. You can't edit orders more than 2 hours after submission.
Potential Causes and Action: You are not able to edit or recall orders after 2 hours of submission.

Error Message: Required fields are missing: <field missing data>
Potential Causes and Action: One of the required fields is not populated on your order. Please verify the fields are all filled out and try again.

Error Message: We couldn't find an active contract for this customer. Submit an Initial order instead. If you already submitted an order for this customer and want to make changes, log a case in the Partner Community. When you log the case, provide the ID of the original order.
Potential Causes and Action: You are receiving this error because we do not have an active contract for your Customer or your Initial Service Order has not been processed.
If you recently submitted an Initial Order please wait until that order is processed before submitting another service order.
If you believe there is already an existing contract for your customer then please log a case through the Partner Community or directly in Salesforce Help.

• Access and log into help.salesforce.com via TBID authentication - access can be via this help site directly by clicking on Contact Support (OR through the Partner Community > click on the "?" button at the top right corner > Support & Services).

• Click ‘Select An Org’ to choose the Partner Org ID aligned to the user submitting the case.

• Fill Out Subject and Description

• (After waiting a few seconds) Select 'Pick a Different Product/Topic'

• Select the Product and Topic: ISV Billing & Order Support / Partner Order Errors & Revisions

• Select ‘Create Case’

Error Message: Exceeds Quantity limit specified in PPC.
Potential Causes and Action: This product has a quantity limit of per customer org. This order would result in exceeding the quantity limit for this product.

Error Message: This customer has only one license and only one product on this contract. To remove the license and end the contract with the customer, submit a cancellation order instead.
Potential Causes and Action: This contract only has one existing license and only one product for this contract as a result, no licenses can be reduced. Per contract terms, active contracts must have a minimum of one license. If you wish to reduce out the one license in the contract, please place a cancellation order.

Error Message: One or more products on this order isn’t valid, or we didn’t recognize its product code. Log a case in the Partner Community and include the names of the products on the order.
Potential Causes and Action: Please log a case through the Partner Community or directly in Salesforce Help, so a member of our team can help troubleshoot the issue.

• Access and log into help.salesforce.com via TBID authentication - access can be via this help site directly by clicking on Contact Support (OR through the Partner Community > click on the "?" button at the top right corner > Support & Services).

• Click ‘Select An Org’ to choose the Partner Org ID aligned to the user submitting the case.

• Fill Out Subject and Description

• (After waiting a few seconds) Select 'Pick a Different Product/Topic'

• Select the Product and Topic: ISV Billing & Order Support / Partner Order Errors & Revisions

• Select ‘Create Case’

Error Message: There are no associated Partner Product Catalogs for the selected Partner Channel Contract Term, please contact salesforce.com if you feel you have received this message in error.
Potential Causes and Action: Please log a case through the Partner Community or directly in Salesforce Help, so a member of our team can help troubleshoot the issue.

• Access and log into help.salesforce.com via TBID authentication - access can be via this help site directly by clicking on Contact Support (OR through the Partner Community > click on the "?" button at the top right corner > Support & Services).

• Click ‘Select An Org’ to choose the Partner Org ID aligned to the user submitting the case.

• Fill Out Subject and Description

• (After waiting a few seconds) Select 'Pick a Different Product/Topic'

• Select the Product and Topic: ISV Billing & Order Support / Partner Order Errors & Revisions

• Select ‘Create Case’
  
  

Error Message: Contract terms are out of date for one or more products on the Order. Refresh product details and try again.
Potential Causes and Action: Your Contract Term is out of date and needs to be synchronized to retrieve latest changes.

• To refresh your Partner Contract Terms: 
  1. Navigate to the Partner Contract Terms tab
  2. Select the Contract Term
  3. Click "Refresh Data."
  • You should receive a "Success" message. Please note your user must have the COA Admin User permission set assigned to perform this action.
  •  You should be able to submit orders again at this point
• If you are still encountering issues, then please log a case through the Partner Community or directly in Salesforce Help.
  • Access and log into help.salesforce.com via TBID authentication - access can be via this help site directly by clicking on Contact Support (OR through the Partner Community > click on the "?" button at the top right corner > Support & Services).

  • Click ‘Select An Org’ to choose the Partner Org ID aligned to the user submitting the case.

  • Fill Out Subject and Description

  • (After waiting a few seconds) Select 'Pick a Different Product/Topic'

  • Select the Product and Topic: ISV Billing & Order Support / Partner Order Errors & Revisions

  • Select ‘Create Case’