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Orders not Reaching Vendors

Orders not Reaching Vendors

Postby Crescentbunny » Mon Mar 31, 2014 12:17 pm

Hello, we've had two instances now this week and last week where I ordered an item via Mitchell through the Nexpart integration and everything on my end populates correctly and it shows the order going through in Mitchell, but an hour goes by and I call the vendor only to find they know NOTHING about it at all. I got the vendor tech on the phone and he tried to re-order the part on his end and it went through just fine. He doesn't have Mitchell though, so he couldn't test it through there. I am unsure if this is a Nexpart issue or a Mitchell issue but it stinks having to call in because you are paranoid the internet order didn't go through and you can't afford to burn time. Kinda ruins the point of ordering it online. Anyone else having an issue with this? I would have called tech support but seeing as I can't duplicate it on command I'm at a bit of a loss.
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Re: Orders not Reaching Vendors

Postby ricmorin » Mon Mar 31, 2014 12:38 pm

Over the last 10 years, nearly every order error we experienced was on the vendor side of things. Is this a new vendor? Or one that switched protocols lately?
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Re: Orders not Reaching Vendors

Postby Crescentbunny » Mon Mar 31, 2014 12:47 pm

No to both questions. They actually just called me and said they've had the same issue with a few other shops in the area that use Mitchell as well. They've called Nexpart and apparently nexpart is looking into the issue on their end now as well.
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Re: Orders not Reaching Vendors

Postby ricmorin » Mon Mar 31, 2014 12:58 pm

Likely something on their end. If there was some systemic problem with Mitchell and Nexpart, it would light up this discussion board like a Christmas tree. :D Let us know what they find.
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Re: Orders not Reaching Vendors

Postby steven kiser » Tue Apr 01, 2014 1:59 am

I agree with Ric. every time there is an issue it's with me ordering parts from the incorrect vendor because I didn't reset the order window or it's on their end. I've never had an issue with World Pac but since Advanced bought out Car Quest I've been running into issues. I've discovered that my account was billed but a pick ticket wasn't printed and it wasn't even in limbo. I ordered two wheel bearings and called a half hour later to see when they were coming. I was told an order never was submitted and they looked in pending and nothing was there either. I asked them to do a part search to see if I had ever purchased the bearings and the response was I had 45 minutes ago. So basically it went right to my account without leaving any trail. This has prompted me to scrutinize all my invoices even more carefully.
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Re: Orders not Reaching Vendors

Postby rhillig » Tue Apr 01, 2014 7:59 am

We have had a problem with this as well, but with AutoValue. Recently they switched from activant to MyPlaceForParts. If I order on activant order goes thru fine. I have only had 1 out of 5 go thru on the MyPlaceForParts ordering system. I don't trust it & will stick with activant.
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Re: Orders not Reaching Vendors

Postby steven kiser » Wed Apr 02, 2014 1:37 am

You may want to resolve the issue now. When vendors switch from one parts server to another the old system will work until their contract expires. They will run two so they can get any bugs out of the new system. If I were you I would deal with it now so when they do go exclusive you won't be last in a long line of people with issues.
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Re: Orders not Reaching Vendors

Postby rhillig » Wed Apr 02, 2014 5:07 am

steven kiser wrote:You may want to resolve the issue now. When vendors switch from one parts server to another the old system will work until their contract expires. They will run two so they can get any bugs out of the new system. If I were you I would deal with it now so when they do go exclusive you won't be last in a long line of people with issues.



They are working on it - slowly. We have been too busy to keep waiting for "lost" parts orders. I think they are going on over a year of the dual system, so I'm thinking the bugs are not resolving very easy. I wish the parts systems would have a better way to deal with the notes we send from the Mitchell side. For some reason typing ASAP on our side doesn't show up in a very noticeable spot on their side :(
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