Troubleshooting
A buyer or company isn’t matching
Step-by-step checks when orders keep asking which company they are for.
Updated
Being asked to choose the company on a buyer’s first order is normal. Being asked on their fifth is not.
1. Check the company exists in Shopify
PO Autopilot never creates companies. If the buyer is not in Shopify as a company with at least one location and one contact, there is nothing to match to.
Create them in Shopify, then reload the order.
2. Check what the document actually carries
Open the source. Matching works from what is on the page: a company name, an account number, an email address, a phone number, a ship-to address.
Plain-language descriptions and email-body orders often carry very little — no letterhead, no account block, no ship-to. That is usually the entire explanation for those.
3. Map an identifier
When you choose the company, use Remember this buyer? to pick an identifier the buyer’s documents carry every time.
Account numbers are the best choice where you have them. Email works well for buyers who send from one address. A mapped identifier resolves the company, location and contact outright on the next order.
4. If you mapped it and it is still asking
Go to Mappings and check the Buyers section.
- Is the identifier the one on this document? Mapping an email address does nothing for orders that arrive without it.
- Is it the right location? Mappings resolve to a specific company location. If a buyer orders for two locations, each needs its own — and mapping one identifier to the wrong location is worse than having none, because it silently attaches orders to the wrong place.
- Has the buyer changed? A new account number after an ERP migration will not match the old mapping. Map the new one.
5. If the wrong company is being chosen
A buyer mapping resolves outright, with no question asked, so a wrong mapping puts orders on the wrong company invisibly.
Remove it from Mappings, then resolve the next order correctly and map it again. Check any drafts created since the bad mapping was made.
6. If the company is right but the location or contact is not
Companies with several locations rely on the ship-to address to work out which one. A document with no ship-to, or one that does not match any location, leaves it open.
Map the buyer’s identifier to the location they actually order for, and later orders will settle all three together.