FAQ: Troubleshooting Sales Orders

Q: Can I delete a sales order after it's been created?

A: Yes, you can delete an unsaved draft or a recent sales order. Open the order, look for a Delete button or option (usually at the bottom or in a menu), and confirm. Once deleted, the order cannot be recovered. If the order has already been converted to an invoice or linked to other documents, you may not be able to delete it; contact your administrator for help.

Q: My sales order won't calculate line totals correctly. What's wrong?

A: Line totals are calculated as quantity × unit price. Check that:

• Both quantity and unit price are entered for each line
• Numbers are not zero or negative (unless you're intentionally creating a return)
• No special characters or text are in the number fields

If numbers are correct and totals are still wrong, refresh the page and try again. If the problem persists, contact your support team.

Q: Can I edit a sales order after I create it?

A: Yes. Open the sales order from the Sales Orders list Open in Usystems, make your changes (add/remove lines, change quantities or prices, update the customer), and click Save or Update. Some fields may be locked if the order has been marked as "confirmed" or linked to other documents; ask your administrator if you need to unlock it.

Q: What's the difference between a sales order and an invoice?

A: A sales order is a request to deliver goods or services to a customer (a promise to do something). An invoice is a request for payment (you've delivered or provided the service). You typically create a sales order first, then convert it to an invoice when you're ready to bill the customer.

Q: My sales order is missing line items. Where did they go?

A: Line items are sometimes lost if:

• The page was refreshed or reloaded before saving
• The order was not saved properly (check the save status at the bottom of the page)
• Your session timed out

Try opening the order again. If items are still missing, check if there's a recent version in your browser history or ask your administrator to check the system logs.

Q: Can I have multiple customers on one sales order?

A: No, a sales order is for one customer only. If you need to sell to multiple customers, create separate sales orders for each. You can create them quickly one after the other.

Q: Why can't I change the customer on an existing order?

A: Once a sales order is created, the customer is locked to prevent calculation errors and ensure accounting accuracy. To use a different customer:

1. Delete the current order (if it's still a draft), or
2. Create a new sales order with the correct customer

Q: What happens if the customer's contact details change?

A: If you edit the customer's name, address, or phone number after creating a sales order, the order does not automatically update. The order retains the customer details at the time of creation. For shipping, use the current customer details; the order history remains accurate.

Q: Can I add notes or comments to a sales order?

A: This depends on your system setup. Some configurations allow notes or memo fields on orders. Look for a Notes, Memo, or Description field on the sales order form. If you don't see one, contact your administrator to ask if this feature is available.

Q: How do I print a sales order?

A: Open the sales order and look for a Print button or Print Preview option (usually at the top or bottom of the page). Click it to see a preview, then use your browser's print dialog (Ctrl+P or Cmd+P) to print or save as PDF. Open in Usystems

Q: My sales order is read-only and I can't edit it. Why?

A: Sales orders become read-only when they have been confirmed, invoiced, or linked to other documents in the workflow. To edit it, you may need to:

1. Reverse or cancel the related transaction (e.g., the invoice), or
2. Ask an administrator to unlock the order

Contact your administrator if you're not sure how to proceed.