Usually the order is visible but sits somewhere the partner is not looking. Check these in order.
- Status filter on the partner’s side. If their view only shows open orders, an order whose current step is completed or waiting does not appear. Ask them to add the Completed status, or clear the status filter, and search again.
- Another tab. Orders without a container yet do not appear in the Containers view, because there is nothing to list. Ask them to look in the Tradeflows view or in the Action Center.
- Workflow. Every order belongs to a workflow, and a partner only sees orders in workflows they are set up for. If the order sits in a workflow the forwarder has no access to, it does not appear for them. Support can give a partner access to more than one workflow.
- Partner record. The partner on the order must be the same company record their users log in to. A partner added under an abbreviation or a slightly different name becomes a separate company, and the real users see nothing. Check the partner name on the order.
If all four check out, send support the order reference and the partner name.
Example
You share a purchase order with your forwarder before a container is known, and the forwarder looks in the Containers view and finds nothing. The order has no container to list, so it appears in the Tradeflows view and in the Action Center. If it is not there either, compare the partner name on the order with the company the forwarder logs in to. A partner added under an abbreviation becomes a separate company, and the forwarder’s users do not see its orders.