FAQ
1. What’s the difference between an RFQ, a quote, and an order? An RFQ is the buyer’s request (“what would 500 of these cost?”). A quote is your priced answer, which can go back and forth (versions, counter-offers). When the buyer accepts a quote, an order is created automatically — one RFQ can only ever become one order.
2. Why can’t I edit this quote anymore? It reached a final state — accepted, declined, or expired. Final quotes are immutable for audit reasons. Create a new quote instead. (Editing a merely sent quote is fine — it withdraws to draft and you re-send it as the next version.)
3. Why is this order on hold, and why can’t I release it? It tripped the buyer’s spending limit or the company’s credit limit at placement. Releasing is deliberately the buying company’s approver’s job (with your Approval routing tiers deciding how senior). You can still cancel it, or adjust the customer’s limits for the future.
4. Why won’t the order confirm? Almost always stock: confirming reserves inventory, and a tracked line without enough available stock refuses. Receive stock or allow backorder for that product/warehouse, then retry.
5. Why won’t the order move to shipped? Every line must be covered by shipments first — the error says so verbatim. Create shipments for the outstanding quantities, then press shipped.
6. How do partial payments work? Record a payment for less than the balance; the invoice becomes partial, the Balance due shrinks, and you record further payments until it’s paid. The Amount field defaults to the outstanding balance each time.
7. What actually happens when I receive a return? Two things, atomically: the returned quantities are restocked into the warehouse they shipped from, and a credit note is issued for unit price × returned quantity. Buyers see the credit note in their storefront account.
8. Where does the customer’s price actually come from? Resolution walks from most to least specific: a price list assigned to the customer (or inherited from a parent company) beats one assigned to their group, which beats the website default; then price rules adjust the result, then promotions apply. It’s resolved live — changes take effect immediately. No resolvable price = “price on request” and an RFQ.
9. Can a staff member see pages they shouldn’t? No. Pages are permission-gated and hide from both the sidebar and direct links. Build roles in Settings → Staff & roles with only the needed view/manage permissions; a member’s access is the union of their roles.
10. I created an API key and lost the secret. Can I see it again? No — the secret is shown exactly once. Press Rotate to get a new secret (the old one stops working immediately), and store the new one in a password manager.
11. What happens when a vendor’s listing is approved? It becomes visible and buyable on the storefront, the vendor’s proposed price tiers are published into your default price list, and the vendor is notified. Rejected listings stay hidden and the vendor sees your reason and can revise and resubmit.
12. Why did a buyer’s checkout get blocked instead of held? That’s the budget gate: if a cost-center budget for the period would be exceeded, the order is refused outright (unlike limit holds, which create the order on hold). Manage budgets on the company’s Budgets tab.
13. Do I have to run the overdue sweep by hand? No — turn on invoice dunning under Automation → Prebuilt automations and it runs on schedule. The “Run overdue sweep” button on AR aging is for on-demand passes.
14. Someone changed a price/customer/setting — how do I find out who? Settings → Audit log. Filter by action or entity, expand the row, and read the Before / After diff. Export to CSV for auditors.
15. Why do all my prices show in one currency? The console displays everything in your website’s Default currency (Settings → Websites). Multi-currency selling uses Exchange rates and per-currency price lists, but each website has one display currency.