Sales troubleshooting
The messages you may meet in Sales, what they mean, and how to fix them.
Messages and fixes
| Message | What it means | Fix |
|---|---|---|
| 'This record changed. Reload it before saving.' | Someone saved the same record after you opened it. | Reload the record and make your change again. |
| 'Add at least one line before confirming.' | The quotation has no lines. | Add a product line and confirm again. |
| 'This quotation expired on <date>. Extend its validity to confirm it.' | Valid until is in the past. | Change Valid until on the Commercial tab, then confirm or send. |
| 'This quotation needs price approval before it is confirmed: ...' | A discount, margin or price is outside the limits. | Press Request approval on Prices & margin; a different person approves. See Price approvals and discount control. |
| 'Somebody other than the person who priced or asked must decide this.' | You asked for, or last priced, this quotation and tried to approve it. | Ask another user who holds the price approval right. |
| 'The quotation has changed since this was asked for; ask again.' | Prices changed after the request. | Request approval again. |
| 'Prices on the list have changed since this quotation was priced...' | The price list moved after the quotation was priced. | Press Update prices, then confirm. |
| 'Customer transaction hold: Sales orders. <reason>' | The customer is held for sales orders. | Ask Finance to release the hold. |
| 'Credit check: This takes exposure to ..., ... over the limit of ...' | The order would put a Hard-block customer over the limit. | Ask Finance for an approved credit override, then confirm. See Confirm an order and handle credit holds. |
| 'This company needs the customer's PO number before an order is confirmed.' | Customer PO is required. | Enter the Customer PO. |
| 'An export order to <country> needs its Incoterm and named place.' | The customer is in another country. | Set Incoterm and Incoterm place. |
| '<label> is required by this company before this step.' | The field is set to Required. | Fill the named field. |
| '<description> is given away free: say why on the line.' | A line with a 100% discount needs a reason. | Use a price above zero, or ask your administrator how free items are recorded. The order screen has no field for the reason yet. |
| 'The customer accepted version n of this quotation. Revise it to change it.' | You edited an accepted quotation. | Press Revise, edit, send a new version. |
| 'Nothing selected. Put a quantity against at least one line.' | Create invoice with all quantities at 0. | Enter a quantity on at least one line. |
| '<line>: only <n> can be invoiced now - <d> of <m> delivered, <i> already invoiced.' | The delivered policy limits the invoice to what was delivered. | Invoice up to the number shown, or wait for delivery. |
| '<line>: only <n> of <m> is left to invoice.' | The quantity is more than what is left. | Lower it. |
| 'Only a reached step is invoiced.' | The milestone step is not marked reached. | Enter what proves it and press Mark reached. |
| 'Only 11 may ship against 10 ordered - the over-delivery tolerance is 10%.' | The shipment is over the tolerance. | Ship the allowed quantity, or ask the administrator to change the tolerance. |
| 'This company ships orders complete. Deliver everything, or cancel what will not ship.' | Shipping policy is When all products are ready. | Deliver in full or Cancel open balance. |
| '<line>: <n> is already delivered, invoiced or cancelled; the order cannot go below it. Return or credit it instead.' | A change order went below delivered or invoiced quantity. | Raise a return or credit note instead. |
| 'INV-... has only <n> of <CODE> left to credit.' | The credit note exceeds what was billed less earlier notes. | Lower the quantity. |
| 'Somebody other than the person who drafted it must activate the agreement.' | The drafter tried to activate. | Ask a different user with document.confirm. |
| 'Gross margin needs the right to see sales margins.' | You lack the margin permission. | Ask for sales.margin.reveal. |
| 'You do not have permission for this action.' | Your role lacks the right named for the step. | Ask an administrator for the permission. |
Still stuck
Open the record and check History to see what was done and by whom. Include the exact message when you contact your administrator.