Query Orders - No Product Record Could Be Found

This article deals with the specific query 'No Product Record Could be Found'.

Note: If you have orders in query where the product record in question has the Channel SKU ADJUST or TBMAGENTOADJUST, click here for an explanation of what this product represents. You may still need to follow the instructions below to resolve the query.

An order may end up in this type of query if you are using either Tradebox or Accounts Software stock control and Tradebox cannot find a product record in its own database to match the SKU from the website or marketplace. 

Orders in query will display in your order list like this: 

You'll also see that the bell icon in the top right of the screen will become highlighted  and if you select Logs in the top right and then go to the Issues tab, you'll see any queries described there too. 

When you open one of these queries, you'll see a note that describes the query reason, highlighted below:

The query note will give you the first SKU that Tradebox can't find on any given order. If there is more than one SKU that can't be found, it won't appear in the note but will be highlighted in the order lines with this symbol . You'll also see the blue 'Assign SKU' link appear next to any queried products.

To address the issue for each product, click on the Assign SKU link and the following box will appear:

If you're using Tradebox stock control, you'll have access to both options. The first, Create new product record for existing SKU, will add a new product to Tradebox's product list with the SKU from the order. This should only be selected if the product record doesn't already exist in Tradebox with a different SKU. This isn't available if your stock control is set to Accounts Software. 

When creating a new product, ensure that the Tax Code is set correctly. If you want to use a quantity multiplier, you can also set that here.

To Assign an existing SKU to the item line the product must first exist in Tradebox, and you will then be able to choose it from the drop down list. If the product doesn't exist already, if you are using Tradebox stock control, use the Create New option above to create it. If you're using accounts software stock control, you will need to import it from Sage or Xero. 

You can also add a quantity multiplier to the product here. If you want to retain the online description rather than using the description from the Tradebox product record, select the option to Use description from existing SKU.

Once you click OK, the product will be mapped and will not go into query on future orders. Once you've created or assigned the SKUs for all of the queried products, save the order and it will come out of query on the next loop of the Tradebox data service.