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Processing COESP Exception Errors

  • Updated

Processing SODA 8940 or COESP Exceptions in SODA

A SODA 8940 or COESP error in SODA refers to a digital course material item provisioning error. The item was trying to process through the ConnectOnce for Educational Service Providers (COESP).

Note: If one or more digital items trigger a SODA 8940 or COESP error, it holds up the entire transaction, even if only one SKU of many is causing the error. If you don't clear the exception, the order sits unfilled. The customer won't get access to their product and won't know why the order is delayed.

The error could indicate a system time out on a Follett or vendor server, digital content is no longer for sale, or Follett is out of PIN codes through our Digital Passcode Fulfillment (DPF) application.

Below you can see that these 3 errors have the same Error ID, SOD 8940, but the Error Description is different for each one.

Because resolution of SOD 8940 or COESP errors differ, see the table below for specific directions.

SOD8940 or COESP Error MessagesStore Action Itemsin SODACOESP Store Action Items
in CourseTracks (CT)
:: COESP(Error Code - ESPC400):Provision denied at ESP : Field product isbn13 should be a valid ISBN

The ISBN digital variation or SKU is no longer valid.

  1. Cancel the entire order in SODA.
  2. Contact the customer to provide a recommendation.

Then:

  1. Ensure someone pulls the shelf tag for the SKU causing the error from the sales floor.
  2. Further analysis needs to be done in CourseTracks by a team member at the store.

Until the issue is resolved, remove the title from adoptions to avoid more transaction issues.

When an ISBN digital variation or SKU is no longer valid, check the sales end date to ensure the field is not empty or the end date has not passed.

If the sales end date has passed:

  1. Look for an alternative variation of the ISBN, and adopt that instead.

If the sales end date is blank:

  1. Email FHEG Digital at digital2@Follett.com.

    Include the ISBN and SKU of the digital item that is causing the error.
:: COESP(Error Code - ESPC428):ESP supports only includED provisioning

The ISBN digital variation or SKU is only for Follett ACCESS.

  1. Cancel the order in SODA.
  2. Contact the customer to provide a recommendation.

When the ISBN digital variation or SKU is only for Follett ACCESS:

  1. Unadopt the title in CT.
  2. Adopt an alternative SKU for that title.
:: COESP(Error Code - ESPC400):Provision denied at ESP: PINOutOfStock : 906

DPF (Digital Passcode Fulfillment) no longer has passcodes available for a product.

  1. Attempt to reprocess the order.

If the error code persists:

  1. Keep the order in the exception screen.
  2. Email FHEG Digital at digital2@Follett.com.

    Include the ISBN and SKU of the digital item that is causing the out of stock error.
  3. Once DPF has secured more PIN codes, reprocess the order.
N/A
:: COESP(Error Code - ESPC425):The digital title you are attempting to purchase is no longer available

The ISBN digital variation or SKU is no longer valid.

  1. Cancel the entire order in SODA.
  2. Contact the customer to provide a recommendation.

Then:

  1. Ensure someone pulls the shelf tag for the SKU causing the error from the sales floor.

  2. Further analysis needs to be done in CourseTracks by a team member at the store.

When an ISBN digital variation or SKU is no longer valid in SODA:

  1. Review the adoption for the digital title with the COESP error to see if there is a valid sales end date attached to the title.

If there is no sales end date:

  1. Until the issue is resolved, remove the title from adoptions to avoid more transaction issues.
  2. Email FHEG Digital at digital2@Follett.com with all information for the title. The research team will work with the vendor.
:: COESP(Error Code - ESPC408):Failed Cancellation : The order created by this purchase transaction is over the usage limit allowed for refunds (10.00% viewed)Cancel the order in SODA.
If it is an exception scenario, refund at POS.		N/A
:: COESP(Error Code - ESPC400):Provision denied at ESP : The submitted hash_id is not available for

The ISBN digital variation or SKU is no longer valid.

  1. Cancel the entire order in SODA.
  2. Contact the customer to provide a recommendation.

Then:

  1. Ensure someone pulls the shelf tag for the SKU causing the error from the sales floor.

  2. Further analysis needs to be done in CourseTracks by a team member at the store

When an ISBN digital variation or SKU is no longer valid in SODA:

  1. Review the adoption for the digital title with the COESP error to see if there is a valid sales end date attached to the title.

If there is no sales end date:

  1. Until the issue is resolved, remove the title from adoptions to avoid more transaction issues.
  2. Email FHEG Digital at digital2@Follett.com with all information for the title. The research team will work with the vendor.
:: COESP(Error Code - ESPC401):Request timeout from ESP

Attempt to reprocess the order.
If the error code persists:

  1. Go to the Follett Support Center to submit a request.
  2. Select Channel Support u Follett Discover & ConnectOnce.
  3. Select Digital Transaction Issue from the FD & CO - PSC - Request Type? drop-down field.
  4. Complete all required fields, then select Submit.
  5. Once resolved, reprocess the order in the SODA Web Exception screen.
N/A
:: COESP(Error Code - ESPC411):ESP Provider not reachable

Attempt to reprocess the order.
If the error code persists:

  1. Go to the Follett Support Center.
  2. Select Channel Support u Follett Discover & ConnectOnce.
  3. Select Digital Transaction Issue from the FD & CO - PSC - Request Type? drop-down field.
  4. Complete all required fields, then select Submit.
  5. Once resolved, reprocess the order in the SODA Web Exception screen.
N/A
:: COESP(Error Code - ESPC400):Provision denied at ESP : Item Not Found

Keep the item in the SODA web exceptions until resolved.

  1. Go to the Follett Support Center.
  2. Select Channel Support u Follett Discover & ConnectOnce.
  3. Select Digital Transaction Issue from the FD & CO - PSC - Request Type? drop-down field.
  4. Complete all required fields, then select Submit.
  5. Once resolved, reprocess the order in the SODA Web Exception screen.
N/A
:: COESP(Error Code - ESPC408):Failed Cancellation : Redeemed code is not available for refund

Cancel the order in SODA.

If it is an exception scenario, refund at POS.

N/A
The current PIN has already been voided by a previous transaction

The current PIN has already been voided by a previous transaction.

  1. Go to the Follett Support Center to submit a request.
  2. Select Back Office System Support.

  3. Select SODA IMS from the drop-down menu.

  4. Complete all required fields, then select Submit.

N/A
:: COESP(Error Code - ESPC400):Provision denied at ESP : Internal Server Error

Attempt to reprocess the transaction.

If the error persists:

  1. Go to the Follett Support Center to submit a request.

  2. Select Back Office System Support.

  3. Select SODA IMS from the drop-down menu.

  4. Complete all required fields, then select Submit.

N/A
:: COESP(Error Code - ESPC406):ESP-Central System Error

Attempt to reprocess the transaction.

If the error persists:

  1. Go to the Follett Support Center to submit a request.

  2. Select Back Office System Support.

  3. Select SODA IMS from the drop-down menu.

  4. Complete all required fields, then select Submit.

N/A

If you receive a COESP error at the POS, refer to: Processing COESP Errors at POS for next steps.

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