We’ve made Wholesaler Connect as user-friendly as possible, but sometimes you might need a little extra help. Here’s how to tackle some common issues:
Getting Connected
1. “I’ve tried to connect the Lentune Customer Portal to Simpro but it’s not working. What am I doing wrong?”
Make sure you’ve filled in all the fields under Profile>Simpro and the info is correct. After you've established the connection there are some boxes to fill in like the company name, supplier name, etc. If those aren't filled in, it won't be able to send your updates across.
If you can't spot anything obvious, contact the Lentune support team at support@lentune.com and we’ll be happy to help.
2. “What happens if I already have a Lentune account with another wholesaler and I get a new invite from a different wholesaler?”
This is fine. The sites have their own databases and aren't interconnected. So if you've already connected Supplier X through the site supplierX@lentune.com to Simpro and then you get a new invite from Supplier Y asking you to connect supplierY@lentune.com as well, then that will be fine. You can connect both.
General Questions
1. I used to get updates through the Simpro supplier import screen about what worked and what didn't. Where do I see that info now?
Previously, you might have logged into Simpro and seen if something had failed to update for some reason. You can now log in to your supplier's Lentune portal (eg mysupplier.lentune.com) and see what's gone through successfully or not there.
Updating Stock Info
1. “I’m sure the supplier has updated stock but it hasn’t been updated in my Simpro catalogue.”
It's important to note that we only update existing stock and the supplier stock code in Lentune needs to match what the supplier has in Lentune. If it doesn't match, we can't find it and update it. New stock needs to be manually imported into Simpro and the wholesaler needs to be noted as a supplier so that it can be updated in future.
If you're sure there's a match but it's still not coming through, here’s what you’ll need to do:
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- Log in to the Lentune customer portal (usually it's formatted like suppliername.lentune.com) and go to the stock search screen. Search for the stock code you expected to be updated. Check that the code and/or the description in Lentune does match what you have in Simpro for the supplier code.
- In the integration column on the right-hand side, there might be an X indicating the sync failed for some reason. Click on the X to open a box showing all the times it tried to send info to Simpro. This is in date order, so click on the most recent one for more info on why it failed to sync.
- If there’s no X or you can’t find the stock item, contact your supplier and ask them to look into it. They might not have updated it in Lentune yet.
2. “I want to manually trigger a stock update instead of waiting for the integration to run overnight. What should I do?”
No worries! Check out this article for step-by-step instructions: Manually Trigger a Supplier Stock Update in Simpro via Lentune’s Customer Portal
3. "I got an email telling me items can't be updated because there are duplicates. What do I do?"
The email should give you a list of the items we haven't been able to update. Other items would have been updated but these specific ones had to be skipped. The reason we can't update these ones is that, in Simpro, there might be multiple items with the same code and/or description and the system doesn't know which one to update. This is a good opportunity to review your Simpro catalogues for duplicates and have a bit of a spring clean. If the duplicates are gone, the next update should go through fine.
If there's a reason you want duplicates there, or if you're simply not worried about it and you don't want to receive this email, you can turn it off. Log in to Lentune and go to Profile>Simpro. There's a checkbox labelled 'Email me if I have duplicate catalog items in Simpro.' Untick it and save in the bottom-right corner.
Sending Invoices from Lentune to Simpro
1. “I’m in the customer portal and looking at the invoice search screen. There’s an error message in the integration column. What do I do?”
If you see an error in the integration column, it should tell you what the problem was but if the message isn't clear you can click on it and view the details. It’s in dated order, so click on the most recent one to get more info about why it failed to sync. If you've already manually put the invoice in Simpro or you simply don't need it to resend, you can click the error message and click the 'Mark as sent' button and then it won't keep trying to resend it.
2. "It says 'We couldn't find this PO in Simpro. Update it and try again!' What do I do?”
If it says 'We couldn't find this PO in Simpro. Update it and try again!' it means the PO number on the invoice doesn’t match what’s in Simpro. To fix this, you can either click on the Order Number which is highlighted in blue or double-click on the the invoice number to open it.
In the Purchase order number box, just overwrite whatever is in there with the correct PO number. After updating, click the Save & send to Simpro button at the top right.
The system will now process the invoice again, and if you click 'Search' again it should update from an error message to a 'Sent' message if it went through successfully. If there is still an error message it should tell you what the problem is. If you've already manually added the invoice in Simpro or you simply don't need it to resend, you can click the error message and click the 'Mark as sent' button and then it won't keep trying to resend it.
3. “I want to manually send across some invoices. What should I do?”
No problem. See this article for detailed instructions: Send Supplier Invoices to Simpro from the Lentune Customer Portal.
4. "I got an email saying some action is needed. Why did I get that and what do I do with it?"
This means we've tried to send an invoice across to Simpro and it wasn't able to go through successfully. There will be a link in the email which will take you to your supplier's Lentune site. You'll be taken straight to the invoice search screen and it will be automatically filtered by any invoices that failed to send.
Each one will have an integration message on the right hand side telling you what the problem is.
SOLUTIONS:
A. If the invoice is already in Simpro or you just don't want to send it across for any reason you can click on the blue error message to the right of the invoice. This will open a pop-up box and there will be a button to 'Mark as sent'. Clicking this will tell it this invoice is already dealt with. Next time it will skip over it and you won't get any more emails about it.
B. If it says it couldn't find the PO, have a look at the Order Number column to the left. It's probably got an incorrect PO number there which doesn't match what's in Simpro. You'll see it's blue, meaning you can click on it. Click on the PO number and type over it to match the correct PO number for that invoice. You can then click the button to save & send it to Simpro;
C. If it says Simpro's PO vendor is different to this supplier that means the name of the supplier in Lentune doesn't match what you've got in Simpro. Go to Home>Profile in Lentune, click the Simpro button and have a look at 'Your supplier's name in Simpro'. Compare this against what you've got in Simpro under People>Suppliers. It needs to be an exact match so make sure there's no typos or spaces before or after the name in either Lentune or Simpro. You may have also used 'Ltd' in one system but 'Limited' in the other. Once you've identified the difference, correct it so both Lentune and Simpro are the same and then you can manually resend the invoice and it should go through.
5. "I've got some invoices that failed to send to Simpro so I'm getting an email asking me to fix them but I already entered them manually in Simpro so I don't want to send them across anymore. What do I do?"
If there's an integration error in Lentune for an invoice and you don't want to worry about fixing or resending that one, click the blue integration text then select Mark As Sent. This will record it as dealt with and it won't keep trying to send that invoice to Simpro.
6. When credits come through the amount is unusual on the job in Simpro.
In this scenario, it's likely down to the setting of how credits are sent across. Log in to Lentune, go to Profile>Simpro and there will be a setting there called 'Credit Note Type'. Try changing it from 'Price' to 'Quantity'.
7. I've got an error saying 'In Simpro the PO doesn't have a receipt we can credit. Please review'. What does that mean and what do I do?
This will usually come up if you've had multiple invoices for a particular order and then those invoices have all been credited together. When sending credits across, they need to fit within a receipt but in this case the value of the credit will generally be larger than any one receipt. In this case, the simplest solution is to manually enter the credit in Simpro. In Lentune you can click on the error message and click 'Mark as sent' so it won't keep trying to send it across.