This article outlines common issues suppliers run into during the onboarding process. Search common questions below based on your integration method with Olivela.
Review the LMS (Learning Management System)
Upload Test Inventory/Send 846 to Stage
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Logicbroker Account Creation
Can't find the portal invitation "Welcome to Logicbroker!" email?
Check your junk mail folder & add do-not-reply@logicbroker.com to your contacts list.
Someone from your team can send you an invitation. Instruction here: Manage Users
Still no luck? Reach out to support@logicbroker.com and let us know your account name and your email and we'll send you a new invitation.
Missed the 7-day deadline to register?
If someone from your team has an account they can send you a new invitation. Instruction here: Manage Users
Still no luck? Reach out to support@logicbroker.com and let us know your account name and your email and we'll send you a new invitation.
Already registered but can't log in?
Make sure you are using your username to log in, not your email (unless you registered with your email address as your username). Note that usernames and passwords are case-sensitive.
If you cannot remember your username, you can ask someone from your team who has Users permissions (most have this turned on by default): in the portal, go to Settings > Manage Users
Still no luck? Reach out to support@logicbroker.com and let us know your account name and your email address and we'll remind you of your username.
Trying to log in but your company is not enabled in production?
Depending on your integration method with Olivela, your company may or may not be enabled in production during the onboarding phase - when trying to login to the production portal, you will see this message:
The following integrations will not be enabled in production until you have completed all onboarding tasks and should only use the stage portal until you are ready to move over to production:
- EDI
- API
Integration types that have instant access to both stage and production portals from the onboarding stage are:
- Manual Inv + Web Portal
- Web Portal + O Shopify Inv
- Shopify + LB Connector
If you are using one of these integrations and are still seeing that error message, reach out to support@logicbroker.com and let us know your account name and your integration method and we'll enable your account in production.
*Note: your credentials for stage will be the same as for production
Want to invite someone from your team to the Logicbroker portal?
You can send them an invitation from the portal. Instruction here: Manage Users *be sure to turn on all permissions for better accessibility in the future
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Review the LMS (Learning Management System)
Is this mandatory?
No, but it is highly encouraged to go through the Portal Supplier Onboarding Path because this content offers a lot of helpful guides and will allow a seamless transition to the Logicbroker portal.
Do I need separate credentials to log into the LMS?
No, you will use the same credentials as you do to log into the portal so make sure you completed the Step: Logicbroker Account Creation
Can I send this path to a new member of my team?
Yes, the LMS is a great way to train your team to use our portal! You can send anyone on your team a portal invitation and send them the Learn Logicbroker or Portal Supplier Onboarding Path link so they can go through it.
If you want the path to be assigned to the new user, reach out to support@logicbroker.com and let us know the new user you want us to assign the Portal Supplier Onboarding Path to and we will send it out.
Is Learn Logicbroker specific to Olivela?
No, the content in Learn Logicbroker is general information across all suppliers. Most of the information will apply to Olivela suppliers but a few things may not such as information on invoices, returns and backorders.
Is Learn Logicbroker specific to my integration?
No, the content in Learn Logicbroker is mainly for portal users manually processing orders and uploading inventory. Depending on your integration, you can skim over some content like how to create shipments or how to upload inventory as it may not be relevant to you. A full overview of what you will be responsible for is available on your integration page under Integration Method Overview.
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Upload Test Inventory/Send 846 to Stage
Do I have to use the Olivela Inventory Template?
* only applicable to suppliers manually uploading inventory to Logicbroker using Excel/CSV
Yes, this template is pre-mapped into our system and will ensure the quickest and most effective upload - using a different template will cause issues.
Attached is an inventory template and sample inventory file.
Required Fields:
- Supplier SKU: LIN:LIN03 (VN)
- Quantity: LIN:QTY02 (33)
- Cost: LIN:CTP03 (DIS)
Why are leading zeroes being deleted from my feed?
* only applicable to suppliers manually uploading inventory to Logicbroker using Excel/CSV
If you have information with leading zeroes, excel will automatically remove them. To fix this, you can either:
- change the column to Text format instead of General or Number Format. or -
- add an apostrophe to the begging of your input (ex. '00548663) - this will keep all your formatting in place
Why are my items showing up in scientific notation?
* only applicable to suppliers manually uploading inventory to Logicbroker using Excel/CSV
SKUs and UPCs are often reverted to scientific notation due to their long number sequence. To fix this, you can change the column that shows up in scientific notation to Text format instead of General or Number Format.
Do I need to have inventory in the portal before completing test cases?
Yes, all suppliers need to have inventory in stage portal before moving on to test cases because test cases are generated off the items you have set up in our system. Depending on your integration method, Olivela or Logicbroker may upload test inventory for you. Suppliers with the following integrations will have to complete this step:
- Manual Inv + Web Portal
- EDI
- API
Refer to your integration page for instructions on how to upload/send inventory.
I sent my 846 but it is not showing up in stage portal?
* only applicable to EDI suppliers
Make sure you are using the correct stage/test AS2 Identifier: STAGELOGICBROKERAS2, confirm you have our EDI information set up correctly and that your EDI connection is working.
My integration method doesn't require me to upload inventory, how will Olivela get my inventory?
* only applicable to suppliers using the Private Shopify Inventory App (Portal + O Shopify and O Shopify + LB Connector)
If your integration does not involve manually uploading inventory into Logicbroker, you are most likely going to be using the Olivela Private Shopify Inventory App. Suppliers using this app will work directly with Olivela on setting it up. No inventory will pass through Logicbroker, so any questions regarding the app, reach out directly to Olivela.
Why is there an error in my inventory upload?
If you upload your inventory and see the error: Inventory Import Error under the Events log, click on View to download a full report on why your inventory failed. Troubleshoot/adjust your feed from the feedback in this report and reupload/resend a new file.
How do I know if my upload worked?
Once you upload your inventory as a Supplier Feed, you should see it under Events. The Events log will show you the time stamp of your upload, the summary (should say: Inventory Imported) and the user (if it was a manual upload). To see a copy of the upload, click on View. If there was any errors in your upload, the Summary will say Inventory Import Error. Click on view to
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Complete Test Cases
What are the required fields for shipments?
- Carrier - choose a carrier that Olivela accepts
- Tracking number - can be any alphanumeric string
The following fields are optional for shipments, though many users find it helpful to fill them in:
- Ship-from address
- Estimated Delivery Date
- Package dimensions (height, width, length, weight)
What change reason should I use for Test Case 3?
You can use any of the following change reasons:
- Out of Stock
- Discontinued Item
- Cannot fulfill in time
* EDI suppliers: this is a free form cancellation reason, please note these are the only accepted change reasons
Where should I complete the test cases?
Depending on your integration method, you will complete the test cases through either the Logicbroker stage portal, Shopify, or your EDI/API connection. Refer to your integration page for instructions on how/where to process test cases.
* Note: all test cases are generated in the portal by the supplier. Regardless of your integration method, you will need to create the test orders on your own in stage portal.
I am EDI supplier, can I cancel orders through the portal?
* only applicable to EDI suppliers
Yes, if you plan on only canceling orders manually through the portal, you can process Test Case 3 through the portal instead of sending an 855.
How do I know if testing is complete?
In stage portal, navigate to Testing > Partner: Olivela > the bar should appear green and if you click View, all test cases should say Complete
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