CSM Issues - Why are Order Statuses not updating?

 Statuses for CSM Orders

NAV Shipment Status (Nothing Shipped, Partial Shipped, Full Single/Multiple Shipments) and Status Text (last error or note) sit alongside them.

How CSM Determines the Order Status

Every time an order is retrieved or its status is refreshed, CSM looks up one row in the sales channel's Order Status Matrix (sales channel > Related > Setup > Order Status) using five keys:

• Sales Channel Code
• Channel Status – the platform status text
• NAV Order Status – state of the Business Central sales order
• Balanced – Equal, Header Is Less, Header Is More or Lines Are Zero (channel order total vs. the sum of the CSM order lines plus shipping, tax and charges)
• Existing Order – whether a Business Central sales order already exists

The row's Implied Order Status becomes the CSM Order Status (No Status Change leaves it as is), and its Trigger ID tells the automation what to do next (e.g. build the sales order).

Two special results:

• No matching row → Order Status = Error and Status Text = "Order Status Evaluation Critical Error, An CSM Order Status record could not be found for Sales Channel: …, Channel Status: …, Order Status: …". The message lists the exact key values that were not found.
• Order placed before the channel's Start Processing Date Time → Order Status = Complete, Status Text = "Purchase date/time is before Start Processing Date Time, order was not processed." This is intentional; the order is skipped.

Automations then pick up orders by CSM Order Status (and optionally Channel Status Value), so an order in an unexpected status is simply never selected.

Troubleshooting Steps

• Read Status Text

  • Open the CSM Order. Status Text normally explains the stop: a matrix miss (above), a customer/item mapping failure, a posting error. Fix the cause, then continue with step 2. After fixing, Resolve Error Text in the ribbon prefixes the text with RESOLVED: so it no longer looks open.

• Re-evaluate the Status
  • One order: CSM Order card > Update Status.
  • All open orders: CSM Channel Orders list > Update All Orders (re-evaluates every order not marked Complete).
  • Both re-read the Business Central sales order state, recalculate the balance and re-run the matrix. Nothing is fetched from the platform.
• Refresh the Order from the Platform
  • Channel Status Value only changes when CSM re-retrieves the order. The order-retrieval automation asks the platform for orders created or modified since its last run, so a status change on the platform is normally picked up on the next run. To force it, run the order-retrieval automation now (Run Automation on the Automation List) or retrieve the order manually – see CSM Channel Orders - Manual Retrieval. (Get Order Lines on the order card only re-pulls line detail; it does not refresh the status.)
• Confirm Automations are Running
  • Sales channel > Related > Automation List (or the CSM Automation List page):
    • Last Run Timestamp should be recent and Scheduled Frequency sensible for your volume.
    • The Business Central Job Queue Entry that runs CSM must be Ready, not On Hold or Error.
    • For Order-type automations, check that a row exists for the Order Status (and Channel Status Value, if used) the stuck orders are in; an order whose status no automation selects never moves.
    • Failed API calls are logged in API Message Headers – see CSM Administration - API Messages/Log Entries.
• Add the Missing Matrix Row
  • If Status Text reports a matrix miss, the platform has sent a status combination the channel has never seen (a new payment status, a custom workflow state, a Completed order with no sales order). On the Order Status matrix page add a row with the exact key values from the message and the Implied Order Status you want, then run Update Status on the order.

This applies to BigCommerce:

Orders that arrive already Completed with no sales order (typical for gift certificate or virtual-product-only orders) map to Error by default. Change that row's Implied Order Status to New if you want those orders built – see CSM Listings - Creating and Managing.

Common Issues