Troubleshooting
The situations that actually come up in retail EDI — a missing 997, a failed validation, a partner rejection, a stalled certification — and what to do in each.
Most EDI trouble falls into a handful of shapes. Here's each one, what it means, and what happens next.
"My document was never acknowledged"
Every outbound document should draw a 997 back. EDISQ tracks the ones you're owed and raises an alert when one is overdue, because a silent partner usually means the file never arrived or never parsed — and silence is how chargebacks incubate. The alert tells you which document and which partner; retransmission and the "did you receive our file?" conversation are handled from our side.
"A document failed validation"
An inbound or outbound document that fails lands in needs attention with a plain-language summary, and the document detail flags the exact segment at fault. Fix the cause — often one piece of item data — and hit Reprocess. Nothing transmits until it validates, which is the point: the error stays on our side of the wall instead of your retailer's scorecard.
"The 997 was fine, but the partner rejected it anyway"
A 997 accepts structure, not content. Business-level rejections arrive on the business documents — an 855 rejecting order lines, an invoice dispute on price or quantity. When the story between your 850, 856, and 810 doesn't line up, fix the disagreeing document and resend; the archive shows you all three side by side.
"Amazon says Duplicate Invoice"
On Amazon's AP-side programs, invoice numbers are permanent — once Amazon has seen a number, it's rejected as a duplicate forever, even across years. Retries of the same invoice keep the same number; a new invoice never reuses one. (During Payee Central connection testing, a Duplicate Invoice rejection is actually the pass signal — see the program page.)
"Certification is stalled"
Retailer test cycles stall for mundane reasons: a tester's queue, a missing item cross-reference, an ambiguous spec line. We run the certification conversation and chase it, and if the wait needs escalating on the vendor side, we tell you exactly what to say to your buyer — the person whose order volume is waiting on their own EDI team.
"I can't tell test from live"
Test documents are badged everywhere they appear, and sandbox traffic never reaches a partner. If you're mid-onboarding and unsure which mode a partner is in, the partner's page in the app states it plainly.
Anything else
Contact us — support is handled by people who work on the platform, and your message lands with your account context already attached.