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Lightspeed - Order Not Available to Pick
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Lightspeed - Order Not Available to Pick
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Table of Contents

Purpose

The purpose of this article is to provide troubleshooting for Lightspeed orders that are not available to pick.
 

Process

This issue can occur due to a number of main root-causes. The below issues are listed in order of incidence.
 

New Location & Machine Category Filters

Picklist orders that are downloaded from an order provider are associated with a predetermined machine category name. All machine categories are required to be added to a Lightspeed picking zone to be filtered for picking upon the download of an order. All machine categories are supplied by the order provider.

When an order downloads into Lightspeed, the Machine Category Filter determines if a particular machine type is permitted to filter picklist orders into a specific zone. Then, category ID's filter it further unless it is unmapped in Product Category Filters, in which case it will end up at the end of the order.

To configure Machine Category Filters, follow the below steps:

  1. In Lightspeed Administrator, navigate to Lightspeed Settings → Machine Category Filters.
     
  2. Select the appropriate zone.
     

  3. If any orders from a particular provider's machine category filter name are expected to be filtered into this selected zone, click Edit and mark the Active checkbox for that machine category name.

    For example, 'Kiosk' is always associated with 365 order provider platforms (SmartHQ/ADM).
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  4. Click Update to finalize any changes.
     
  5. Navigate to Lightspeed Processes → Generate Zone Orders and re-generate the order using the new filter.

 

Secondary Provider Products

See the Linking Primary & Secondary Provider Products article for details on addressing this issue.

 

Blank Orders

If an order downloads into Lightspeed completely blank, this is going to be an issue relating to the provider (where the order was generated from - SmartHQ/ADM/Vendsys/Vendmax/etc.). Since the order successfully downloaded (albeit empty), it is usually not an issue with the customer key/API key.
 

Provider Failure

Occasionally, orders can also fail to download into Lightspeed from the provider, leading to the orders never appearing on the Current Status page.  If the orders cannot be found on the current status page, and do not appear in the order list in the Generate Zone Orders screen for the selected route and date, please ensure there has not been a mistake on the VMS / Provider when generating or sending the order.  Common issues are locations not having a route assigned or having the wrong route, orders with no items, orders sent for the wrong date, and orders which were never completed the previous day – thus never made plannable the next.

If it isn’t possible to identify the issue on the VMS, it’s recommended to reach out to the VMS platform’s support team for assistance. 365RM for ADM, Cantaloupe for Seed, Crane for VendMax, etc.