Trouble Scenarios
The following issues may prevent a unit from submitting rewards:
Total Sales exceed Total Ordered+Online Sale | Please see below chart for more details |
Pending transfer | If you have a pending transfer, the receiving unit will need to accept or reject it prior to submitting rewards. |
"Scout id not found or invalid" error message | This message means a Scout in your unit that has sales has gone inactive. Please reach out support@trails-end.com for help with this issue. |
Error on a particular Scout | Once a Rewards Order is submitted, only sales occurring after the order submission date can be adjusted. If you are receiving an error on a particular Scout, their sales have changed since the last submission. You won't be able to resubmit unless you restore the sales figures to their previously submitted levels. |
Passed the deadline to submit | Reward submissions for the previous year cannot be submitted on or after April 1st. |
Total Sales exceed Total Ordered+Online Sale
If your Total Sales exceeds your Total Ordered + Online Sales, you will not be able to submit rewards. This calculation can be seen at the bottom of your Rewards page.
Potential Causes
1) You are missing an order or transfer into your unit
2) Your Scouts entered sales that have not been fulfilled, and an additional order may be needed.
3) Your Scouts entered extra/incorrect sales in the system
Steps to Resolve
1) Refer to the 'Products' table on the bottom of your leader dashboard.
2) Compare the Qty Ordered column with the Sold Qty column.
3) Identify any products where sold quantity is higher than ordered quantity.
Notes:
If the difference is a full case, it is almost always that an order or transfer is missing, see #1 below.
If the difference is large, it is almost always that an order or transfer is missing or that a return was entered incorrectly, see #1 below.
If the difference is small, see #2 or #3 below.
Potential Cause #1 - Missing Order or Transfer
Things to Check | Solution |
Go to your Popcorn Transfers page to see if any transfers are pending your approval. | Approve any pending transfers. |
Review your ordered quantity and your invoice to determine if any orders are missing. Pay particular attention to any extra products you may have picked up from Council outside of the normal order. Check that they got recorded. | If an order from Council is missing from the system contact your Council. |
Review that returns were entered correctly (applicable Councils only) | If a return was recorded incorrectly in the system, contact your Council. |
Potential Cause #2 - Unfulfilled Orders
Things to Check | Solutions |
Review your Undelivered Items by Scout report on the Reports page. Are there Scouts that have undelivered items which you need to order? | Submit an order for any additional products needed to fulfill orders. If past the deadline to order, please contact your Council. |
Look for orders where Scouts have marked something delivered but they didn't have inventory and therefore couldn't have actually delivered it, i.e. they still need the product. | Submit an order for any additional products needed to fulfill orders. If past the deadline to order, please contact your Council. |
Potential Cause #3 - Extra or Incorrect Sales Entered
Things to Check | Solutions |
Did Scouts record extra cash sales? Look for unusual sales or Scouts that have sales entered but have not received any inventory. | Refund cash sales |
Did Scouts record sales for products when they should have been Heroes and Helpers Donations? | Refund cash product sales and replace them with Heroes & Helpers Donations. Once donations are entered, wait overnight for them to be added to your invoice and your ordered number will increase by the amount entered. |
None of the above solve the problem and you are certain you don't need additional products? | Sales must have been entered incorrectly.
Refund cash product sales and replace them with Heroes & Helpers Donations. Once donations are entered, wait overnight for them to be added to your invoice and your ordered number will increase by the amount entered.
*If you have a lot of Cash to Credit, you will need Support's assistance to do this. Please contact support@trails-end.com |
The Total Sales must balance with your Total Ordered + Online Sales to submit your rewards.
Please email support@trails-end.com for further assistance.