Product: TrueCommerce Home (for Retailer)
Article link: https://intercom.help/truecommerce-home/en/articles/13712357-truecommerce-home-for-retailer-why-isn-t-this-document-showing
Why Can't You See Your Documents?
If you cannot find a particular document in the Document Management menu, the most possible reason is that the filters set within the Search panel do not match the desired results. The search engine will pull any documents that include the sequence of numbers entered. If you have searched with the correct settings and document types, and no expected results appear, you should contact TrueCommerce Home Support for assistance.
In addition to the filter mismatch scenarios, here are other common reasons why a specific document might not appear:
the return document might have failed
NOTE: If the Vendor has a MOD (Method of Delivery) of E or D, you can access the Reports > Rejected Return Documents to check if the document sent might have encountered any issues. For more information about MOD indicators, refer to this article.
the input does not match any documents in the portal, so it won’t yield results
system updates or maintenance can temporarily influence the display of documents.
How to Search for Documents
From the portal for Retailer, select the Document Management menu.
Use the built-in Search panel to quickly find your desired documents. You can search by any of the following criteria:
Document Number: A unique identifier assigned to a specific document.
Order Type: The type of order. Options include MERCH and PARTS.
For more information about Order Types, check out this article.
Delivery Type: Method of delivery. Options include:
ALL: All delivery types
EDI: Electronic Data Interchange
Web: Web portal
Direct: Direct shipment
Order Sub Type: Options include DOMESTIC, STOCK, SPECIAL, CONTAINER, and DIRECT SHIP.
Receipt Status: The receipt status of a Purchase Order (PO). Options include Late, Initial, Rcv’d, and Final.
Initial: The PO has not been opened by the Vendor.
Rcv’d: The PO has been successfully received by the Vendor.
Late: The PO has not been responded to by the Vendor after a period of time.
FINAL: The PO is marked as closed by the Retailer. Vendors will not be able to create a PO Ack or ASN against a PO in the FINAL status. This is a business rule on behalf of the Buyer.
NOTE: For more information about PO receipt status, check out this article.
Vendor Code: The Vendor’s code.
Trading Partner: A specific Vendor/Supplier (or choose ALL to include all partners).
From Sent Date/To Sent Date: A date range based on when the document was sent.
From PO Date/To PO Date: A date range based on the PO creation date.
Ship To: The buyer’s Ship To code.
Document Type: The type of document. Options include Purchase Order, Purchase Order Acknowledgement, Invoice, Ship Notice, Purchase Order Change, and Purchase Order Change Acknowledgement.
Vendor Code: The Vendor’s code.
Trading Partner: A specific Vendor/Supplier (or choose ALL to include all partners).
From Sent Date/To Sent Date: A date range based on when the document was sent.
From PO Date/To PO Date: A date range based on the PO creation date.
Ship To: The buyer’s Ship To code.
Document Type: The type of document. Options include Purchase Order, Purchase Order Acknowledgement, Invoice, Ship Notice, Purchase Order Change, and Purchase Order Change Acknowledgement.
Exists for PO:
PO ACK: Check this box if you want to narrow down the search for existing PO Acknowledgements generated for the PO. In this case, the POACK column shows the Y status.
INV: Check this box if you want to narrow down the search for existing invoices generated for the PO. In this case, the INV column shows the Y status.
ASN: Check this box if you want to narrow down the search for existing Advance Shipping Notices generated for the PO. In this case, the ASN column shows the Y status.
Does not exist for PO:
PO ACK: Check this box if you want to narrow down the search for POs that have not been acknowledged. In this case, the POACK column shows the N status.
INV: Check this box if you want to narrow down the search for POs without Invoices received. In this case, the INV column shows the N status.
ASN: Check this box if you want to narrow down the search for POs without ASNs received. In this case, the ASN column shows the N status.
After setting your desired filter criteria, click the Search button.
The portal will display only the documents that meet the set criteria.
You can click on the Document Number link to view the document details.
Troubleshooting Missing Documents
If you have followed the steps outlined and still cannot find your documents, consider the following:
double-check the filter criteria to confirm they are set up appropriately
contact TrueCommerce Home Support for assistance! They can troubleshoot issues and provide explanations as to why certain documents may not appear.
If you have more questions or require further assistance on using features within TrueCommerce Home, contact TrueCommerce Home Support.
rev. 2/24/2026