When a customer cannot order

"The shop does not work" is the single most common customer report, and it almost always means one of six specific things. Check them in this order: it is cheapest first, and each step rules out the ones below it.

The order to check

1. They cannot sign in

Open the person in CRM › Contacts and check three fields in this order:

• registration_status — pending means nobody has decided on their application. rejected means somebody did, and said no. An orange or red banner on the page says which. Fix: decide the application. See Approve a registration.
• status — invited means the account exists but has not been taken up; blocked means the sign-in is refused.
• The company's status — blocked on the organization disables sign-in for everyone at it.

If all three are clean, the customer record is fine and the problem is the password or the email address. Check the address they are typing against the one on file: email is unique per tenant and it is the identity.

2. They are in, but cannot order

• Check the role. A viewer may look and not buy. A requester may submit for approval and not place. Both are working as configured. Open the Role & permissions section on the contact: it shows the grants they hold right now and whether they may act on them.
• Check "may act on the role". A contact who is blocked or whose registration is pending keeps the role and cannot use it.
• Check the approval limit. An approver with a limit below the order value cannot sign it off. Someone with no ceiling has to. See Approval rules.

3. Nobody at the company can order

Open the company in CRM › Organizations and read the banners at the top of the page:

• "Blocked — this company may not trade" — the organization status is blocked. Nobody gets in.
• "Delivery blocked" — ordering still works. If ordering is the reported problem, this is not the cause. It is the cause of report 6.

If there is no banner, check that the person is actually attached to this company. A contact with an empty organization_id is a standalone record: no company prices, no company terms, no company addresses.

4. They can order, but the prices are wrong

This is the report that costs you the customer, because they conclude the shop lies about prices and go back to the phone.

• Check price_list on the organization. It is free text naming a list that belongs to the Pricing app. A typo does not fail loudly; pricing falls back to the default list. Compare the code character by character.
• Check the segment. If the price is targeted at a segment, open the company's Segments tab and confirm it is in the one you think. If the segment is rule-based, check Last recomputed on it; a rule that has not run has the membership of whenever it last did. See Segments.
• Then leave this area. Everything beyond the customer record is a pricing question: Check which price a buyer sees.

5. They are stuck at checkout

• No delivery address offered. The contact has no personal address and the organization has none either. Checkout falls back from the person to the company, and if neither has one there is nothing to fall back to.
• The wrong address is preselected. Check which address carries the default flag for that owner and type. See Addresses.
• Payment is refused. Check payment_terms on the organization. Empty means nothing has been agreed, and downstream systems treat that as a decision. See Payment terms and credit limits.

6. The order went through and nothing shipped

Check Delivery block on the organization. That is exactly what it does: orders are accepted, nothing ships. There will be a red banner on the company's page with the date it was set.

If there is no delivery block, the problem is in the order. See Stuck orders.

Products missing rather than the whole shop

If the customer can order but cannot find a particular article, that is a catalog question. See A product is not visible.

Write down what you found

Once you have fixed it, log it on the customer's timeline with what was wrong and what you changed. The same customer reports the same problem again, and the second time you want the answer on the record rather than in your memory. See Log customer activity.

Next

• Customer data hygiene — stop these from happening.
• The B2B customer model — why there are three independent status fields in the first place.