Skip to content
Support Portal
Request Demo
  • There are no suggestions because the search field is empty.

Order Status not Updating/Showing Wrong Status

Your orders are in Business Central, but their status isn't updating correctly. They're stuck on "Incomplete," showing "Processing" when they should be "Fulfilled," or displaying something that doesn't match what's actually happening with the order.  This guide helps you understand why the status isn't updating and how to fix it.

 

The Problem: What This Actually Means

Order status should flow like this:

Pending → Processing → Ready to Ship → Shipped → Delivered

When an order gets stuck or shows the wrong status, it usually means one of these is happening:

  1. Automation isn't running - Status updates are triggered by automation, not manually
  2. Required information is missing - Business Central won't move an order forward until certain fields are filled
  3. Fulfillment data isn't syncing - Shipping/tracking information from your channel isn't reaching Business Central
  4. Order holds or errors are blocking progress - Something in the order prevents the next status

Let's figure out which one it is.

Before You Start: Quick Checklist

[ ] Has this order ever updated its status, or is it permanently stuck?
[ ] What status is it showing right now?
[ ] What status do you think it should be showing?
[ ] Is automation enabled in your Channel Sales Manager setup?

Step 1: Check the Current Order Status in Business Central

Let's see exactly what you're looking at.

  1. Open Business Central

  2. Go to Channel Sales Manager > Channel Orders

  3. Find the specific order (search by order number or customer name)

  4. Note these status fields:

    • Channel Status - What the sales channel (Amazon, Shopify, etc.) thinks the status is
    • Business Central Status - What Business Central thinks the status is
    • Fulfillment Status - Whether it's been shipped/delivered

  5. Do these match?

    • If they're different, there's a sync issue (we'll fix that below)
    • If they're the same but wrong, continue to Step 2

What to do:

  • If Channel Status and BC Status don't match: The order needs to sync the fulfillment data (see Step 4)
  • If they match but are wrong: Continue to Step 2

Step 2: Verify All Required Fields Are Populated

Business Central won't move an order to the next status if required information is missing.

  1. While viewing the order, scroll through and look at these fields:

    Essential fields:

    • [Customer name
    • Shipping address (complete with city, state, ZIP)
    • Email address
    • Phone number
    • Order total
    • Payment method confirmed

    Product-specific fields:

    • Each item has a mapped Business Central item number (not "Unmapped")
    • Each item has a quantity
    • Each item has a unit price

  2. Look for any fields marked with a red asterisk (*) or error indicator

    • These are required fields
    • They must be filled before the order can progress

  3. Check for any yellow warning banners on the order

    • Hover over them to see what information is needed

What to do:

  • If fields are missing: Fill them in (contact customer if needed for their information)
  • If product mapping is missing: Go to CSM Setup > Product Mapping and map the Amazon/channel SKU to your Business Central item
  • Save the order
  • Then trigger a status update (see Step 3)

Step 3: Manually Trigger a Status Update

Once you've verified everything, you can manually update the status or trigger automation to do it.

Option A: Trigger Automation to Update

  1. Go to Channel Sales Manager > Channel Automation

  2. Find your channel (Amazon, Shopify, etc.)

  3. Click "Run Manually" (or "Run" - wording varies by version)

  4. Wait 5-10 minutes

  5. Go back to your order and refresh the page

    • Has the status updated?

Option B: Manually Update the Status

If you need to move it faster:

  1. Open the order in Channel Orders

  2. Find the Status field

  3. Click into it and select the next appropriate status from the dropdown

  4. Save the order

What to do:

  • Use Option A if you want automation to handle it (best practice for consistency)
  • Use Option B if the order should have already moved forward and needs a manual push

Step 4: Sync Fulfillment Data from Your Channel

If the order status in Business Central doesn't match the channel status, fulfillment information isn't syncing.

Example: Order shows "Processing" in Business Central but "Shipped" in Amazon.

  1. Log into your sales channel (Amazon seller account, Shopify admin, etc.)

  2. Find the order there and verify its actual status

    • What does the channel think the status is?
    • Has it been marked as shipped?
    • Are there tracking numbers?

  3. Back in Business Central, go to the order and look for:

    • A "Fulfillment" section or tab
    • A "Tracking Number" or "Shipping Carrier" field
    • A "Ship Date" field

  4. If this information is missing:

    • The fulfillment data hasn't synced from the channel yet
    • This can take 5-30 minutes depending on your automation settings
    • Run a manual channel automation sync (see Step 3, Option A)

  5. If the information is there but status didn't update:

    • Manual update might be needed
    • Or a post-fulfillment automation trigger might be paused

What to do:

  • Run manual automation to sync fulfillment data
  • Wait 10 minutes
  • Refresh your order page
  • If still not updated, contact support with the order details

Step 5: Check Channel Automation Settings

If status updates are consistently not happening, your automation might be paused or misconfigured.

  1. Go to Channel Sales Manager > Channel Automation

  2. Select your channel

  3. Verify this:

    • [ ] Status is "Enabled" (not "Disabled" or "Paused")
    • [ ] Automation frequency is reasonable (hourly or every 4 hours for active order volume)
    • [ ] Last Run shows a recent timestamp
    • [ ] There are no error messages in the Last Run details

  4. If automation is disabled:

    • Click "Enable"
    • Save
    • Run manual sync to catch up on pending updates

  5. If Last Run shows errors:

    • Click into the error details
    • Note what the error says
    • Check Step 6 below for error explanations

What to do:

  • Enable automation if it's disabled
  • If there are recurring errors, note them and continue to Step 6

Step 6: Understand Common Status Issues

Here are the most common reasons orders get stuck and how to fix them:

Issue 1: Order Stuck on "Incomplete"

Why it happens:

  • Missing required customer information
  • Product not mapped in Business Central
  • Inventory not available for one or more items

How to fix:

  1. Open the order (Step 2) and verify all required fields are filled
  2. Check product mapping (Step 2)
  3. Check inventory availability in Business Central
  4. Fill in any gaps
  5. Run manual automation to update status

Issue 2: Order Shows "Processing" But Should Be "Ready to Ship"

Why it happens:

  • Order is waiting for inventory to be available
  • Fulfillment process hasn't been triggered
  • Automation hasn't run since fulfillment data arrived

How to fix:

  1. Verify inventory exists for all items
  2. If inventory is available, run manual automation (Step 3)
  3. If order shows actual fulfillment from channel, sync it (Step 4)

Issue 3: Order Shows "Processing" in BC But "Shipped" in Channel

Why it happens:

  • Fulfillment information hasn't synced yet
  • Automation sync is delayed or hasn't run

How to fix:

  1. Run manual channel automation (Step 3)
  2. Wait 10 minutes
  3. Refresh order page
  4. Status should update to "Shipped" once fulfillment data syncs

Issue 4: Order Status Never Updates No Matter What You Do

Why it happens:

  • Automation is paused or has a persistent error
  • There's a system-level configuration issue
  • Required integration between channel and Business Central is broken

How to fix:

  1. Check automation is enabled (Step 5)
  2. Review Channel Feeds for error patterns (see Step 7)
  3. If errors are consistent, gather details and contact support

Issue 5: Old Orders Have Wrong Status But New Orders Are Fine

Why it happens:

  • A configuration change was made and affected existing orders
  • Historical data wasn't resynced
  • Automation setting changed mid-month

How to fix:

  1. This usually requires manual correction of historical data
  2. Contact support with details of which orders are affected
  3. We can batch-update status if needed

Step 7: Check Channel Feed Logs for Errors

If steps 1-6 don't solve it, let's look at the automation logs.

  1. Go to CSM > Channel Feeds

  2. Find the feed for your sales channel

  3. Look at the Status column

    • What does it show? (Success, Error, Warning, etc.)

  4. Click into the feed to see processing details

  5. Look for error messages - These will tell you specifically what's blocking status updates

Common feed errors:

  • "Order already processed" - Business Central received the status update but already had it
  • "Inventory check failed" - System couldn't verify inventory availability
  • "Connection timeout" - Channel didn't respond in time
  • "Invalid fulfillment data" - Tracking or shipping info is in a format Business Central doesn't recognize

What to do:

  • If timeout: Wait 15 minutes and run manual sync again
  • If inventory issue: Check inventory counts in Business Central
  • If fulfillment data problem: Contact support with order details

Prevention: Avoid Status Update Problems

Here's how to keep order status flowing smoothly:

At Setup

  1. Configure automation frequency based on your order volume

    • High volume: Every 1-2 hours
    • Medium volume: Every 4 hours
    • Low volume: Daily

  2. Test with sample orders before going live

    • Place test orders through your channel
    • Watch status updates in real-time
    • Verify fulfillment data syncs correctly

  3. Map all products before launch

    • Don't wait until you have issues
    • Get every SKU mapped in advance

Ongoing

  1. Monitor Channel Feeds weekly

    • Look for error patterns
    • If you see the same error repeatedly, address it proactively

  2. Run a manual sync monthly

    • Catch any orders that might have slipped through

  3. When status gets stuck:

    • Don't wait—fix it same day
    • Following this guide should resolve 95% of issues

Special Cases

"Status Updates Work for Some Channels But Not Others"

  1. Check if different channels have different automation settings
  2. Verify each channel is properly authorized and connected
  3. Review Channel Feeds for each channel to see if one has recurring errors
  4. Run manual sync for the problematic channel

"Status Was Updating Fine But Suddenly Stopped"

  1. Check if your Business Central instance had maintenance
  2. Verify channel authorization is still valid (credentials don't expire)
  3. Check if someone changed automation settings
  4. Review recent Channel Feed logs for when the problem started

"I'm Manually Shipping Orders But BC Status Isn't Updating"

  1. Make sure you're logging fulfillment info into the channel correctly
  2. After shipping in your channel, run manual CSM automation to sync it
  3. Verify the tracking number format matches what Business Central expects

Still Stuck?

You've worked through all the steps and order status still isn't updating? Let's dig into it.

Have this ready when you reach out:

  • A specific order number that has the issue
  • What status it's currently showing
  • What status it should be showing
  • When this order was placed
  • Has it ever updated status, or is it permanently stuck?
  • Screenshot of the order showing current status fields
  • Recent Channel Feeds error messages (if any)

Submit a Support Ticket with this information, and our team will investigate what's preventing the status update.

Related Articles

Last updated: November 2025