What does "Customer not Found / Client non Trouve" mean?

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I received an error message in my WebForms inbox from Loblaw that says "Customer not Found / Client non Trouve." What does that mean and how can I fix this problem?
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Posted 6 years ago

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Andrew Richner

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This message is automatically generated in Loblaw's system when they receive an Invoice with an LCL Customer number that they cannot match up to a customer number stored in their system. This is the number that you would have put in "Customer Number" field on the Header tab of the invoice and refers to the customer number of the store to which you are shipping. Along with the department number, this field is really only used for if you are shipping directly to a store and is not required for warehouse orders. If you are shipping to a warehouse and got this error, you should simply leave this field blank. Otherwise, if you are fulfilling your orders by shipping directly to a Loblaw store, make sure that the 5-digit customer number corresponding to that store (sometimes listed as Whlsl Cust Num) has been entered into this field. If you have received a customer number that is less than 5-digits, you probably just need to add zeroes to the front of it so that it meets this requirement. The list of store customer numbers is available on your SPS Commerce portal in the Partner Information section. You can also email cdm.sitesetup@loblaw.ca to get this number.

Please remember that when you re-send your invoice to Loblaw, you should never use the exact same invoice number, even if the first version of that invoice was rejected. We usually recommend putting a small letter a at the end of your invoice number to avoid confusion for you and so that Loblaw's system can accept it.