Troubleshooting
My PO was rejected
The reasons a purchase order is refused outright, and what to do about each.
Updated
Rejection happens before an order is reviewable, and each cause needs a different fix.
The file type is not supported
PO Autopilot accepts PDF, XLSX, CSV, TXT, JPG and PNG. Anything else — Word
documents, older .xls files, archives — is refused.
Fix: save or print the document as a PDF and send that. See Supported order formats.
The extension does not match the file
A PDF renamed order.csv is refused. The file’s actual type has to agree with
its name.
Fix: rename it correctly. If a buyer’s system produces mislabelled files routinely, that is worth raising with them.
The file is too large
A single file may be up to 25 MB.
Fix: rescan at 200–300 dpi. Scanners set to maximum resolution produce enormous files that read no better.
The email exceeded its limits
Up to 20 supported attachments per message, and up to 50 MB of attachments in total. Over either, the whole message is rejected rather than partly processed.
Fix: ask the buyer to split the batch across several emails.
The sender is not approved
If intake is restricted to approved senders and the sender does not match a rule, nothing is created. There is no failed order and no bounce.
Fix: check the rules in Settings, and remember that a forwarder may rewrite the sender. See Configure approved email senders.
The file failed the malware scan
The file does not become a reviewable order, and no content is extracted from it.
Fix: do not re-send it. Tell the buyer — a purchase order failing a scan is often the first sign that something at their end is compromised. Ask for a clean copy from a different machine.
The file is corrupt or unreadable
A truncated download, a spreadsheet that is not a valid spreadsheet, a PDF that did not finish writing.
Fix: ask for a fresh copy. If an order was created and failed terminally, you can upload a replacement file against it rather than starting again.
Nothing was rejected — it just is not there
If there is no failed order and no successful one, the message probably never arrived. See My emailed order didn’t appear.