Invoices for specific Trading Partner being archived without user's knowledge

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We use Webforms to generate invoices for Acklands Grainger.  Somehow they are getting archived without us doing anything.  I entered Inv 219170 for PO1E361683 on Jan 28.  It stayed in the sent file for several days.  Another invoice 219169 for PO1E362418 was entered Jan 29th and was also ok.  Today inv 219270 for PO AR876709 was entered and now all 3 are now archived.  What is causing this?

Rhonda

RW Packaging Ltd.

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Rhonda D

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Posted 3 years ago

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Ryan, Employee

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Rhonda,

Thank you for Contacting the Support Center and sorry for the delay. I got logged into your account and was able to pull up all of these invoices without running a search for an archived file. I just searched by the invoice # and was able to pull up the document. This may because you un-archived them if they had been previously archived.

There are a few potential causes to why you were unable to see the documents.

1. Someone with access to your username may have archived them. This is why we recommend having multiple usernames so each user has their own.
2. The documents may have been pushed to a second or third page as new orders were processed.
3. In your preferences, you have the ability to dictate how long documents show up in your folders. This can be anywhere from a month to a year. If the documents are outside this range, they will have to be searched for directly from with in your account rather than clicking through the multiple pages of your folders.

I would recommend checking your preferences. It can be found on the left side of the screen underneath the New Document button. The specific setting is located under the General Tab and is called Months in Mailbox.

Please try taking a look at that, and if the issue persists, I would recommend not un-archiving the document and calling in at 888-739-3232 option 1,1 for assistance as you may be experiencing an unique situation.

Ryan Decker
Analyst- WebForms Fulfillment Support
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Rhonda D

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Hi Ryan,

Thank you for your reply.  Yes, I did go in yesterday morning and unarchive the invoices so by the time you looked, they were ok.  However, today I went to look again and all 2016 invoices are archived again and I did not touch them. 2015 invoices are still there and have not been archived.  We are a small organization and the only other person who could have touched them was not in yesterday. 

I looked at my preferences and from what I can see, there is only a global setting for documents showing in our folders and that does not seem to be affecting any other trading partner's documents.  Also, other Acklands documents (shipments) are not being archived so it's odd only the invoices are being affected.  As for documents pushing to a second page, we know how to scroll to the next page ;) 

If you can, please take another look and see if you can tell what's changed between yesterday and today.

Thanks very much,

Rhonda

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