Orders requiring action before a store can complete fulfillment are sent to the SODA Order Exceptions screen to be resolved by the originating store.
Because the web order exception reasons vary, team members with Security Level 2 must review the orders and resolve web order exceptions individually. The instruction in the Allowed Options field tells you which Processing Option to select.
If you need to troubleshoot the sale or redemption of access codes for digital course materials, refer to these digital flowcharts.
Note: Some campuses have mini-terms that start throughout the calendar year.
- On the SODA main menu, click Web
- On the SODA
Order Exceptions screen, review the reasons for the errors in the Error Description field and the action
indicated in the Allowed Options
- To see more information about an exception or the associated order, select the order and click one of the following:
- View SODA Exception Error Log.
Note: There is no need for stores to use this option. The content in this error log is not working as intended
- View Credit Auth. Tran. Log.
Note: There is no need for stores to use this option. The content in this transaction log is not working as intended and there is no need for stores to use this option
- View Order Details.
Select the order and click the Processing Options button that corresponds to the instruction in the Allowed Options field.
View this table to determine which button to click.
Reprocess an order due to a timeout error or to change the tender for the order
Resend payment information or gift card number for verification
Cancel the order when the tender is not successfully charged and the customer decides to cancel the order
Cancel Credit Fail
(This option does not appear in the Allowed Options field.)
Correct the billing or shipping address errors such as an invalid country code, a bill to address not assigned, or ship to address not assigned exceptions.
Cancel an item that cannot be filled due to an invalid SKU and add the correct SKU
|Cancel an item SKU that does not match in SODA and eFollett, you need to cancel the item from the order and communicate with the customer, as well as with the Follett Support Center.|
See Cancel a Line Item
|Delete any items that cannot be filled due to a duplicate SKU.|
Cancel any orders displayed on the Web Order Exception screen if they are not going to be fulfilled.