Order Troubleshooting Guide
For: Sales Representatives, Administrators
Overview
This comprehensive troubleshooting guide helps you quickly diagnose and resolve common order-related problems. Issues are organized by category for easy reference.
How to Use This Guide
Find your problem category (Order Creation, Status & Fulfillment, Inventory, etc.)
Review the check items (✓) to diagnose the issue
Follow the solution steps to resolve the problem
Check related documentation for detailed procedures
Contact support if the issue persists
Document structure:
Order Creation Issues
Order Status & Fulfillment Issues
Inventory & Allocation Issues
QuickBooks Sync Issues
Permission & Access Issues
Performance & Technical Issues
When to contact support: See bottom of this guide for support escalation criteria.
Order Creation Issues
Problems that occur when creating new orders.
Cannot find customer account
Problem: Customer account doesn't appear in search results
Check:
✓ Is the account active in the system?
✓ Did you spell the account name correctly?
✓ Do you have permission to view this account?
✓ Does the account belong to your organization?
✓ Is account search filtered to exclude this account?
Solution:
Try different search terms:
Account number instead of name
Partial name instead of full name
DBA name vs legal name
Try wildcard search if available
Check account filters:
Click "Clear Filters" if available
Verify "Active Accounts Only" not excluding account
Check if filtering by sales rep or territory
Verify account exists:
Ask colleague if they can find account
Check with administrator
Account may need to be created
Check permissions:
Contact administrator if permission issue
May need role adjustment
Territory assignments may restrict access
Products not appearing in search
Problem: Expected products don't show in product search during order creation
Check:
✓ Is the product active in the system?
✓ Did you search by correct product name or SKU?
✓ Is the product assigned to your organization?
✓ Do product variants exist for this product?
✓ Is the product assigned to this customer account?
Solution:
Verify search terms:
Try searching by SKU instead of name
Search partial name
Check for typos
Try brand name or category
Check product status:
Contact administrator to verify product is active
Product may be archived or discontinued
Product may need to be activated for organization
Check product variants:
Product must have at least one active variant
Variant must have SKU assigned
Contact administrator if variants missing
Check account product assignments:
Some organizations restrict products by account
Administrator may need to assign product to account
Check account product list
Check organization assignment:
Product must be assigned to your organization
Multi-tenant systems require explicit assignment
Contact administrator for product activation
"Insufficient inventory" warning
Problem: Cannot add product to order due to insufficient inventory
Check:
✓ What is current available inventory level?
✓ Is inventory allocated to other confirmed orders?
✓ Is there an inventory adjustment pending?
✓ Are you selecting the correct product variant?
✓ Is inventory in the correct warehouse for this order?
Solution:
Check available inventory:
View product detail page
Check "Available" quantity (not just "On-Hand")
Available = On-Hand - Allocated
Reduce order quantity:
Order only what's available
Create backorder for remaining
→ See Managing Backorders
Check other allocations:
Review other Confirmed orders
May need to adjust or cancel other orders
Consult with sales team about priorities
Verify product variant:
Confirm correct size/type selected
Different variants have separate inventory
750ml vs 1.5L are different variants
Check warehouse inventory:
Inventory may be in different warehouse
Transfer inventory between warehouses if needed
Configure delivery from correct warehouse
Inventory adjustment needed:
Physical count may differ from system
Administrator can adjust inventory
Pricing not calculating correctly
Problem: Order prices don't match expected pricing
Check:
✓ Does this account have specific pricing configured?
✓ Are applicable deals active and rules met?
✓ Does the product have a base price set?
✓ Are tax settings configured correctly?
✓ Is the correct price tier applied to this account?
Solution:
Review account products:
Check account-specific pricing
Verify price tiers assigned
Look for custom pricing agreements
Check deal configuration:
Verify deal is active
Check deal start/end dates
Confirm quantity thresholds met
Review deal product assignments
Check deal precedence if multiple deals apply
→ See Understanding Deal Types
Verify base product pricing:
Administrator may need to set product base price
Check pricing effective dates
Confirm pricing for correct variant
Check tax configuration:
Verify tax rate for customer location
Check if customer is tax-exempt
Confirm product tax category
→ See Tax Configuration
Manual price override:
If pricing error, use price adjustment
May require approval
Document reason for override
Cannot select delivery date
Problem: Desired delivery date is not selectable or grayed out
Check:
✓ Is the date in the past?
✓ Are there lead time requirements (minimum days)?
✓ Is the date a blackout date (holiday, closed day)?
✓ Is the date beyond maximum scheduling window?
✓ Does the customer have delivery restrictions?
Solution:
Select valid future date:
Date must be today or later
Check calendar for actual date selected
Verify not accidentally selecting past date
Check lead time requirements:
Organization may require minimum advance notice
Example: 2-day minimum lead time
Select date meeting lead time requirement
Contact administrator about urgent orders
Avoid blackout dates:
Holidays and closed days not selectable
Check organization holiday calendar
Select next available business day
Check scheduling window:
May have maximum days in advance limit
Contact administrator for far-future orders
Consider standing order for recurring delivery
Customer delivery restrictions:
Some customers have specific delivery days
Check account delivery schedule
Coordinate with customer if urgent
"Order total exceeds customer credit limit"
Problem: Cannot confirm order due to credit limit exceeded
Check:
✓ What is the customer's credit limit?
✓ What is the current account balance (unpaid invoices)?
✓ Is there a credit hold on the account?
✓ Are there pending orders reducing available credit?
✓ Is the order unusually large?
Solution:
Review customer account:
Check credit limit setting
Review current balance and aging
Look for unpaid invoices
Request customer payment:
Contact customer about unpaid invoices
Payment will increase available credit
Can confirm order after payment posts
Request credit limit increase:
Get manager/admin approval
Requires credit review
Document justification
Administrator can update limit
Get approval to override:
Manager can approve over-limit order
One-time exception basis
Requires documentation
Risk assessment needed
Reduce order size:
Split into multiple smaller orders
Deliver over multiple dates
Create standing order for recurring items
Allows staying within credit limit
Alternative payment terms:
Request prepayment or deposit
COD (Cash on Delivery) if available
Credit card instead of account credit
Order Status & Fulfillment Issues
Problems related to order status changes and fulfillment workflow.
Cannot change order status
Problem: Unable to move order to next status (e.g., Confirmed to Fulfilled)
Check:
✓ What is the current order status?
✓ Is the status transition allowed? (See lifecycle diagram)
✓ Do you have permission to change status?
✓ Are all required fields completed?
✓ Are there blocking issues on the order?
Solution:
Follow correct status flow:
Draft → Confirmed → Fulfilled → Delivered
Cannot skip statuses
Cannot move backward without admin
Check role permissions:
Contact administrator if permission denied
Role may not allow status changes
May need elevation or assignment
Complete required fields:
Delivery information (address, date)
Payment information
Product selections
Any custom required fields
Error messages indicate missing fields
Resolve blocking issues:
Check for open issues on order
Resolve issues before status change
Check for system errors:
Review error messages carefully
May indicate integration or validation problem
Contact support if unclear
"Only Delivered orders can be pushed to QuickBooks"
Problem: QuickBooks sync error or order not appearing in QuickBooks
Check:
✓ Is the order status Delivered?
✓ Is QuickBooks integration active and connected?
✓ Are GL accounts properly mapped?
✓ Does the customer exist in QuickBooks?
✓ Are there sync errors on the order detail page?
Solution:
Mark order as Delivered first:
QuickBooks sync triggered by Delivered status only
Confirm delivery completed
Mark status as Delivered
Sync happens automatically after status change
Verify QuickBooks connection:
Check integration status indicator (green = connected)
Reconnect if disconnected
OAuth tokens may have expired
Check GL account mapping:
All products must have GL accounts mapped
Revenue accounts, COGS accounts
Administrator configures mappings
Verify customer in QuickBooks:
Customer must exist in QB before order syncs
May need to create customer in QB first
Check customer mapping/matching
Review sync errors:
Order detail page shows sync status
Error messages indicate specific problem
Resolve error and retry sync
Order stuck in Confirmed status
Problem: Order remains in Confirmed status, not progressing to Fulfilled
Check:
✓ Is inventory actually allocated to the order?
✓ Are there any blocking issues preventing fulfillment?
✓ Has the fulfillment team been notified?
✓ Is the order scheduled for future delivery?
✓ Are there internal notes explaining the hold?
Solution:
Check fulfillment assignment:
Verify fulfillment team notified
Check internal communication
May be waiting in fulfillment queue
Review delivery schedule:
Order may be scheduled for future date
Fulfillment typically happens shortly before delivery
Check delivery date on order
Resolve blocking issues:
Look for open issues on order
Payment problems may block fulfillment
Delivery issues (address, access)
Resolve issues to unblock
Verify inventory allocated:
Check that inventory was actually allocated
System error may have prevented allocation
Administrator can check allocation records
Proceed with fulfillment:
Begin pick, pack, ship process
Cannot mark order as Fulfilled
Problem: Attempted to mark order Fulfilled but action blocked or fails
Check:
✓ Do you have permission to fulfill orders?
✓ Are all required fulfillment fields completed?
✓ Is there a blocking issue preventing fulfillment?
✓ Is the order in Confirmed status?
✓ Are there validation errors?
Solution:
Check permissions:
Role must allow fulfillment actions
Contact administrator for permission
May be restricted to warehouse staff or drivers
Complete required fields:
Tracking information (carrier, tracking number)
Fulfillment date
Packed quantities
Any custom fulfillment fields
System shows which fields missing
Resolve issues:
Cannot fulfill order with open blocking issues
Resolve or close issues first
Verify order status:
Must be in Confirmed status
Cannot fulfill Draft orders (confirm first)
Already Fulfilled orders cannot be re-fulfilled
Check validation errors:
Tracking number format
Date validations
Quantity validations
Read error messages carefully
Fulfillment information not saving
Problem: Enter fulfillment details but they don't save or disappear
Check:
✓ Are there validation errors (red messages)?
✓ Are all required fields filled?
✓ Is the browser console showing errors? (F12)
✓ Is your session still active (not timed out)?
✓ Is internet connection stable?
Solution:
Fix validation errors:
Look for red error messages
Tracking number format may be invalid
Date may be out of acceptable range
Quantities may exceed ordered amounts
Refresh page and retry:
Save work in progress
Refresh browser page
Re-enter fulfillment information
May resolve temporary glitch
Check browser console:
Press F12 to open developer tools
Look for errors in Console tab
Take screenshot of errors for support
May indicate JavaScript or network error
Verify session active:
Long periods of inactivity cause timeout
You may be logged out
Re-login and retry
Complete forms within session timeout window
Check internet connection:
Unstable connection prevents saving
Verify connection stable
Retry after connection restored
Contact support:
If issue persists after troubleshooting
Provide screenshots of error
Include order number and steps to reproduce
Inventory & Allocation Issues
Problems related to inventory availability and allocation.
Order showing insufficient inventory but inventory exists
Problem: System says insufficient inventory but you can see inventory on hand
Check:
✓ Are you looking at Available vs On-Hand inventory?
✓ Is inventory allocated to other confirmed orders?
✓ Is inventory in the correct warehouse for this order?
✓ Does the product variant match exactly?
✓ Is there pending incoming inventory not yet received?
Solution:
Understand Available vs On-Hand:
On-Hand = Physical inventory in warehouse
Available = On-Hand - Allocated to other orders
Must have Available inventory, not just On-Hand
Check allocations:
View other Confirmed orders
Inventory may be allocated but not yet fulfilled
Consider priority of orders
May need to adjust or cancel other orders
Verify correct warehouse:
Inventory may exist in different warehouse
Order must pull from designated warehouse
Transfer inventory between warehouses if needed
Configure order delivery from correct location
Confirm exact variant:
750ml case ≠ 1.5L case
12-pack ≠ 6-pack
Different variants have separate inventory
Verify SKU matches exactly
Wait for incoming inventory:
Pending purchase orders shown separately
Not available until received
Check expected receipt date
Create backorder or delay order
Inventory adjustment:
Physical count may differ from system
Cycle count needed
Administrator makes adjustment
Inventory not updating after fulfillment
Problem: Fulfilled order but inventory count didn't change
Check:
✓ Is order actually marked as Fulfilled (not just Confirmed)?
✓ Did fulfillment complete successfully without errors?
✓ Is the inventory service running and healthy?
✓ Are there system errors in order logs or history?
✓ Has sufficient time passed for system to process?
Solution:
Verify order status:
Order must be Fulfilled for inventory reduction
Confirmed status only allocates, doesn't reduce
Check order is actually Fulfilled
Check order timeline:
View order history/activity log
Look for fulfillment completion
Check for error messages
Verify inventory reduction logged
Allow processing time:
System may take moments to update
Refresh page to see updated counts
Check again after a few minutes
Verify system health:
Contact administrator
Inventory service may be down
System integration errors
Check status dashboard
Manual correction if needed:
Administrator can manually adjust inventory
Should investigate why automatic update failed
Prevent future occurrences
Contact support:
If inventory not updating consistently
System problem requiring technical investigation
Provide order numbers and details
Backorder not created during partial fulfillment
Problem: Partially fulfilled order but expected backorder wasn't created automatically
Check:
✓ Is automatic backorder creation enabled in system settings?
✓ Was partial fulfillment processed correctly?
✓ Did you mark specific quantities as unfulfilled?
✓ Are there error messages in order history?
✓ Is the backorder linked to the original order?
Solution:
Verify system settings:
Administrator configures automatic backorder creation
Setting may be disabled
Contact administrator to enable
→ See Managing Backorders
Check fulfillment process:
Ensure you marked partial fulfillment correctly
Specified which items and quantities fulfilled
Indicated remaining items unfulfilled
System may not detect partial if not clearly marked
Look for linked backorder:
Check original order detail page
Backorder may exist but not obvious
Look for "Related Orders" or "Backorder" section
Backorder number linked from original
Create manual backorder:
If automatic creation didn't work
Manually create backorder from original order
Link to original order
Specify unfulfilled items and quantities
→ See Managing Backorders
Review error logs:
Administrator can check system logs
May show why automatic creation failed
Helps prevent future issues
QuickBooks Sync Issues
Problems with QuickBooks integration and synchronization.
Order not syncing to QuickBooks
Problem: Delivered order not appearing in QuickBooks
Check:
✓ Is order status Delivered?
✓ Is QuickBooks connection active (green indicator)?
✓ Are GL accounts mapped for all products?
✓ Does customer exist in QuickBooks?
✓ Are there sync error messages on order?
✓ Is auto-sync enabled?
Solution:
Ensure Delivered status:
Only Delivered orders sync to QuickBooks
Confirmed and Fulfilled do NOT sync
Mark order Delivered to trigger sync
Verify QuickBooks connection:
Check integration status in settings
Green = connected, Red = disconnected
OAuth token may have expired
Reconnect if needed
Check GL account mapping:
Every product must have GL accounts mapped
Revenue account (sales)
COGS account (cost of goods sold)
Administrator configures mappings
Verify customer in QuickBooks:
Customer must exist in QB before invoice creates
Check customer sync status
May need to manually create customer in QB
Customer matching/mapping configuration
Review sync errors:
Order detail page shows sync status
Error icon indicates sync failure
Click for detailed error message
Common errors: missing GL accounts, customer not found, duplicate invoice
Manual sync retry:
After resolving issues, retry sync
May have "Sync to QuickBooks" button
Or wait for automatic retry
Contact support if manual retry not available
Check auto-sync settings:
Organization settings may disable auto-sync
Manual sync only mode
Administrator controls sync configuration
"No QuickBooks credentials found"
Problem: Error message about missing QuickBooks credentials
Check:
✓ Is QuickBooks integration connected for your organization?
✓ Have OAuth tokens expired (after 180 days)?
✓ Did someone disconnect QuickBooks?
✓ Is this a new organization without QB setup?
Solution:
Reconnect QuickBooks:
Navigate to Settings → Integrations → QuickBooks
Click "Connect to QuickBooks"
Sign in with QuickBooks credentials
Authorize Masava application
Check OAuth token expiry:
QuickBooks OAuth tokens expire after 180 days
Must reconnect periodically
System may send expiry warnings
Proactive reconnection recommended
Verify organization setup:
Administrator must set up integration
Per-organization configuration
Contact administrator if not set up
May require QuickBooks subscription level
Check permissions:
QuickBooks user must have appropriate permissions
Needs access to create invoices, customers
Contact QuickBooks administrator
QB invoice created with wrong amounts
Problem: QuickBooks invoice amounts don't match order totals
Check:
✓ Are order pricing and totals correct in Masava?
✓ Are GL accounts mapped correctly?
✓ Are tax settings correct in QuickBooks?
✓ Are there rounding differences?
✓ Did any post-delivery adjustments occur?
Solution:
Verify order totals:
Check order detail page in Masava
Ensure subtotal, tax, total correct
Review line item pricing
If wrong in Masava, issue starts there
Check GL account mapping:
Incorrect GL accounts can cause amount issues
Revenue accounts must match product types
Verify mappings in integration settings
Review tax configuration:
Tax codes must match between systems
QuickBooks tax rate vs Masava tax rate
Customer tax-exempt status
Geographic tax rules
→ See QuickBooks: Tax Settings
Check for rounding differences:
Small rounding differences (pennies) may occur
QuickBooks rounding rules vs Masava
Generally acceptable if minimal
Investigate post-delivery changes:
Credits or adjustments after delivery
May create additional QB transactions
Check for credit memos
Review complete transaction history
Sync diagnostic:
Administrator can run sync diagnostic
Compares Masava vs QB amounts
Identifies discrepancies
Permission & Access Issues
Problems with user permissions and access control.
Cannot see orders
Problem: Orders list is empty or specific orders not visible
Check:
✓ Are you assigned to the correct organization?
✓ Does your role have permission to view orders?
✓ Are order list filters active?
✓ Are you looking at the right date range?
✓ Do orders actually exist in the system?
Solution:
Check role permissions:
Contact administrator about role settings
Role may not include order viewing
May be restricted to specific order types
Need role adjustment
Clear filters:
Click "Clear All Filters" button
Filters may be excluding orders
Date range too narrow
Status filter excluding
Customer filter active
Verify organization:
Multi-tenant systems separate by organization
Ensure logged into correct organization
May need to switch organizations
Contact administrator if wrong org
Check date range:
Default date range may not include orders
Expand date range to "All time"
Or select custom range
Verify orders exist:
Ask colleague if they can see orders
May be first orders being created
System may be newly set up
Cannot edit orders
Problem: Edit button missing or changes not allowed
Check:
✓ What is the order status?
✓ Does your role have edit permissions?
✓ Are you the assigned sales representative?
✓ Is the order locked pending approval?
✓ Has the order been delivered?
Solution:
Check order status:
Editing very limited after Fulfilled
Cannot edit Delivered orders (use credits)
Draft orders freely editable
Verify role permissions:
Contact administrator about permissions
May need edit order permission
Some roles read-only
Permission levels vary
Use adjustment process:
For Confirmed orders, use adjustments
Cannot directly edit confirmed orders
Adjustment workflow provides controls
Check order assignment:
May only edit your own orders
Sales rep assignment
Administrator can reassign
Wait for approval:
Order locked if pending approval
Cannot modify during approval process
Wait for approval or rejection
Features missing from order page
Problem: Expected buttons or features not visible on order detail page
Check:
✓ Are feature flags enabled for your organization?
✓ Does your role have permission for those features?
✓ Is the browser blocking content?
✓ Is the feature status-dependent (only for certain statuses)?
✓ Is the feature being rolled out gradually?
Solution:
Contact administrator about features:
Feature flags control availability
Administrator can enable features
Some features organization-wide setting
May require subscription level
Check role permissions:
Features may be role-restricted
Backorder creation for certain roles
Cancellation for managers only
Need appropriate role assignment
Disable browser blockers:
Ad blockers may hide features
Privacy extensions may interfere
Try different browser
Whitelist application domain
Check status-dependent features:
"Fulfill Order" only for Confirmed
"Cancel" not available for Delivered
Features appear based on status
Check order status
Clear browser cache:
Old cached files may hide new features
Clear cache and hard refresh
Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
Performance & Technical Issues
Problems with system performance and technical functionality.
Order page loading slowly
Problem: Order detail page takes long time to load
Check:
✓ Is your internet connection fast and stable?
✓ Is the browser up to date?
✓ Does the order have extensive history?
✓ Are you loading large lists of orders?
✓ Is the system experiencing high load?
Solution:
Check internet connection:
Run speed test
Verify stable connection
Try different network if available
Contact IT if network issue
Update browser:
Use latest browser version
Chrome, Firefox, Safari, Edge recommended
Clear browser cache
Disable unnecessary extensions
Use filters to reduce data:
Filter orders by date range
Filter by status
Search specific order number
Reduces data loaded
Pagination for large lists:
Don't load all orders at once
Use pagination controls
Limit to recent orders
Check system status:
May be system-wide slowness
Contact support about performance
Check status page if available
Try different time:
System may be busy during peak hours
End of month typically busier
Try during off-peak if possible
Order changes not saving
Problem: Make changes to order but they don't persist
Check:
✓ Are there browser console errors? (Press F12)
✓ Are you still logged in (session timeout)?
✓ Are there validation errors (red messages)?
✓ Is internet connection stable?
✓ Are you clicking Save button?
Solution:
Check for browser errors:
Press F12 to open developer tools
Look in Console tab for errors
Screenshot errors for support
May indicate JavaScript problem
Re-login if needed:
Session may have timed out
Look for login prompt
Re-login and retry
Save work more frequently
Fix validation errors:
Look for red error text
Required fields missing
Invalid data format
Must fix before saving
Verify internet connection:
Connection drops prevent saving
Check connection stable
Retry after connection restored
Click Save button:
Changes don't auto-save
Must explicitly click Save
Look for confirmation message
"Save" or "Update Order"
Try different browser:
Browser compatibility issue
Test in Chrome or Firefox
May resolve problem
Order print/export not working
Problem: Cannot print order or export to PDF/Excel
Check:
✓ Is browser pop-up blocker blocking?
✓ Are printer settings correct?
✓ Do you have file download permissions?
✓ Is there sufficient disk space?
✓ Are you using supported browser?
Solution:
Allow pop-ups:
Browser may block print dialog
Allow pop-ups for this site
Look for blocked pop-up notification
Add site to allowed list
Check printer configuration:
Verify printer connected
Print to PDF if physical printer unavailable
Check printer driver up to date
Try different printer
Allow downloads:
Browser may block downloads
Check download permissions
Look in Downloads folder
May have downloaded without notification
Clear disk space:
Insufficient space prevents downloads
Clear temporary files
Delete old downloads
Use supported browser:
Print/export best in Chrome, Firefox
Update browser to latest
Some features not in all browsers
Try alternative export:
If PDF not working, try Excel
If print not working, try export
Multiple options often available
When to Contact Support
Contact customer support when you've exhausted troubleshooting options and:
Escalation Criteria
Contact support if:
✅ Error messages persist after following troubleshooting steps
✅ Data appears incorrect, corrupted, or missing
✅ Cannot resolve permission issues with administrator
✅ QuickBooks sync repeatedly fails despite troubleshooting
✅ System behaves unexpectedly or inconsistently
✅ Critical order needs urgent assistance
✅ Multiple users experiencing same problem
✅ Features stopped working that previously worked
How to Contact Support
Support channels:
Email:
Include detailed description
Attach screenshots of errors
Provide order numbers
Expect response within 24 hours
Phone:
(XXX) XXX-XXXX
Business hours: 8am-6pm EST Monday-Friday
For urgent issues
Have order details ready
In-app chat:
Click chat icon (if available)
Real-time support during business hours
Fastest for quick questions
Submit ticket:
Support portal: support.masava.com
Create detailed ticket
Track resolution progress
Attach files and screenshots
Information to Provide
When contacting support, include:
Your information:
Name and organization
User role
Contact information
Problem description:
What you were trying to do
What happened instead
Error messages (exact text)
When problem started
Order details:
Order number(s)
Customer account name
Order status
Relevant dates
Troubleshooting attempted:
Steps you've already tried
Results of troubleshooting
Any temporary workarounds
Screenshots:
Error messages
Unexpected behavior
Browser console errors (F12)
System status indicators
Urgency level:
Critical: Business stopped, customer impact
High: Important function not working
Medium: Workaround available
Low: Question or minor issue
Emergency escalation:
For critical system outages
Major customer impact
Mark ticket as URGENT
Call phone support
Request escalation to on-call engineer
Related Documentation
Order Management
Creating Orders - Complete order entry guide
Order Status Lifecycle Explained - Status transitions and restrictions
Fulfilling Orders Step-by-Step - Fulfillment process
Managing Backorders - Backorder workflows
Handling Order Issues & Adjustments - Making changes to orders
Inventory Management
Understanding On-Hand vs Available Inventory - Inventory concepts
Making Inventory Adjustments - Correcting inventory
Stock Allocation & Reservations - How allocation works
Customer Management
Managing Customer Accounts - Account configuration and credit limits
Integrations
QuickBooks: Initial Setup & Connection - Setting up integration
QuickBooks: Understanding the Sync Process - How sync works
QuickBooks: GL Account Mapping - Account configuration
QuickBooks: Troubleshooting Sync Issues - Detailed QB troubleshooting
Payments & Credits
Recording Individual Payments - Payment entry
Understanding Credits in Masava - Credit system
Quick Reference Summary
Top 10 Most Common Issues:
Insufficient inventory → Check Available vs On-Hand, review allocations
Cannot find customer → Check spelling, filters, account status
Pricing wrong → Verify account pricing, deals, base prices
QB not syncing → Confirm Delivered status, check connection, GL mappings
Cannot edit order → Check status and permissions, use adjustments
Credit limit exceeded → Review balance, request payment, get approval
Cannot change status → Follow lifecycle, check permissions, complete required fields
Products not showing → Verify active, check variants, organization assignment
Changes not saving → Check validation errors, session timeout, internet
Backorder not created → Check settings, process correctly, manual creation
Remember:
Check the simple things first (filters, spelling, status)
Understand Available vs On-Hand inventory
Only Delivered orders sync to QuickBooks
Most editing restricted after Confirmed status
When in doubt, check this guide or contact support
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