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How to find and reimport orders once you have received an error from Counterpoint


You have either manually or allowed ADT to import orders from NRO and you notice that one is missing or you saw the import report that said an order was rejected. This article will explain how to find the order, the error that prevented it from importing, and how to get the order to import.

Finding Your Order

After you have discovered that one of your orders is missing, you will first need to find out why the order is not in Counterpoint.

If you manually imported your orders, then you will have an import report that looks similar to this that will show you orders where rejected.

If you did not see the report or ADT imported orders for you you can determine if the order was rejected by Counterpoint by looking for the import error file in your CPOnline folder. You can do this in Counterpoint under Setup > Ecommerce > Control.

  1. Click the Ecommerce Directory link to open your CPOnline folder.

  2. Once in the CPOnline folder, you will look for a file called CPOLTOCP.err. This should have a date that corresponds to the date of the order.

  3. This will indicate that an order was rejected by Counterpoint and was not imported. Now we need to determine why.
  4. In the image above you can see the time and date that the file was created. We will now look for an this import file in Counterpoint to determine the issue.

Finding what's wrong

  1. To find out why Counterpoint rejected the order you will move to System > Views > Events.

  2. Find the Ecommerce Import file that has approximately the same time as your .err file.

  3. Open the file and scroll to the bottom in the bottom box. You will see text under the order import try that says "This order was rejected for the reasons listed above." Above that will be the error message. You can look up key words from the error message on the help site help.ncrretailonline.com to find out how to resolve the errors.

  4. Return to this article once you have resolved the errors.

Reimporting the Order File

Now that you have resolved the error using the help articles, it's time to reimport the order file.
  1. In Counterpoint move back to Setup > Ecommerce > Control.
  2. Click on the Ecommerce Directory again to open your CPOnline folder.

  3. Find the CPOLTOCP.err file again and right click on it.

  4. Choose to Rename the file.

  5. Change the file extension from a .err to .txt and hit enter on your keyboard.

  6. If asked if you are sure you want to change the file, choose Yes.
  7. Close the CPOnline folder and move back to your Counterpoint system.
  8. Now browse to Ecommerce > Ecommerce Import and reimport your order.