DESCRIPTION
Retry Folder contains failed transactions being retried. The possible cause is connection issue (timeout while sending the transaction); invalid UOM; the attachments total size reached the maximum allowable size of 3MB; etc.
Duplicate Folder alert, it is caused by transaction/s with the same filename.
BACKGROUND
n/a
EXCEPTIONS AND HANDLING
Folder alerts of Siem, Knutsen, Synergy and Scandia you may tag these cases as no action needed
PROCEDURE
Send them with SDC's usual template to ask for a copy of the contents of their Retry/Duplicate folder
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If SDC already sent them email but there is no reply from client yet, send follow up email (same case #);
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If recent case has been resolved (client sent the files and SDC replied with resolution); send a new email (new case).
Once the client replied with the files from their Retry/Duplicate folder;
1. Open the file
2. Get the reference number and check if it is available in the transaction monitor
a. If so, inform the client and ask if this is in their system then, advise them to remove the file/s from the folder
b. If not, check for the possible cause and make sure the file/s is/are valid:
i. check for any invalid characters
ii. check if the supplier’s TNID is valid
iii. check the attachment (pictures, doc, etc.) if it exceeds the allowable size. Our attachments limitations are:
Maximum of 3 Megabytes per file attachment.
Maximum of 10 attachments per document.
iv. check for invalid UOM (check with IT)
if client has UOM mapping; no need to correct the file
if client does not have UOM mapping; correct the UOM
3. Make sure to provide the corrected file/s and ask them to place the transaction/s back in their IN/OUT folder. Also, ask them to remove the file/s from the folder.
EMAIL TEMPLATE (Platform Support)
TOOLS/ACCESS