Summary: A third-party billing rule keyed on a User Defined Field (for example, UDF2 holding an account number from your order host) does nothing when the host does not send that value. The rule fires but has nothing to apply. Check the exported order data.

Problem

A Business Rule that should set third-party billing from an account number in a UDF (for example, UDF2) does not set billing on some orders. The exported order shows no account number, and the logs show the rule firing but the UDF empty.

Cause

Your order host or integration is not sending the value into the UDF on those orders. The rule still fires, but with an empty UDF there is no account number to apply, so third-party billing is not set. The value is missing before the rule runs, which is upstream of Shipstore. (A UDF, or User Defined Field, is an extra order field your host can fill in.)

Fix

  1. Export the affected order's data and check whether the UDF (for example, UDF2) has the account number.
  2. Confirm the rule is firing but the UDF is empty.
  3. If the UDF is empty, have your order host or integration resend the order with the value mapped into the correct UDF.
  4. Confirm on a corrected order that the UDF is filled and the rule sets third-party billing.
  5. If you need help reading the logs or confirming the field mapping, email support@shipstore.com and include an example order number and the UDF you expect to be filled.

What you should see

The exported data for a corrected order shows the account number in the UDF, and the rule then applies third-party billing on that order.

Related articles

  • Integration orders land on the wrong profile (UDF switch)
  • Bill a third-party account by Customer Order number (CO#)