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Operations Visitor

09 Troubleshooting

09 · Desk & mills

Troubleshooting

Stuck orders, failed payments, declined quotes, and missing Tokens.

  1. Payment failed
  2. Order stuck
  3. Quote declined or expired
  4. Token balance looks wrong
  5. Partner Desk is missing
  6. Duplicates, notices, mill silence
Order file when a payment or status is blocking the next step

What the numbers mark

  1. The current block and the button
  2. Which installment is due
If a file looks stuck, open it and read What happens next before guessing.
Payment failed
  1. Wallet and the installment stay unchanged. Nothing was captured.
  2. Token purchase: retry from Buy Tokens. Do not open a second checkout expecting one credit — each start can create another pending purchase; credit is still once per confirmed payment.
  3. Trade installment: stay on the order, Pay with Tokens or Card again.
  4. Stripe shows Paid, StoneGate does not: wait for the webhook. Admin: Payments → Tokens → Purchases (Token buy) or the order’s payment card. Do not Confirm bank on a Stripe row.
  5. Crypto invoice unpaid after the customer sent funds: confirm they used the shown network and exact amount. Admin → Payments → Crypto → that invoice. Run php artisan crypto:watch-payments once if the scheduler is idle. Do not Confirm bank on a crypto row.
  6. USDT / crypto missing on Buy Tokens: Payments → Crypto is not ready (processor off, no HD mnemonic, or no assets). Binance keys are not required for HD mode.
  7. Bank transfer: it stays pending until Admin → Payments → Tokens → Purchases → Confirm bank.
Order stuck

Open the file. Read What happens next first. Then match the block:

You seeWhoDo this
Awaiting deposit / Pay depositPartnerPay with Tokens or Card on the order. Buy Tokens if the wallet is short.
Balance pending—Normal until the deposit clears. Then the balance becomes due by itself.
Quote expired / no AcceptAdminTrade → Ops → Extend, or open the quote → Create next version, then Send quote.
Quote still draftAdminSend quote. Partners cannot accept drafts.
Deposit paid, mill silentAdminShop → Orders → In work card → mill address → Mark in work & send. If already stamped: check SMTP, resend. Wrong mill: change the address and send again.
Pay buttons missing on a due depositAdminDesk role is buyer / viewer / project_manager. Assign company_admin or finance on Trade → Companies.
RFQ blocked on submitPartnerOverweight load needs a permit file, or quantity sqft is empty. Legal limit is Trade → Settings.
Paid, no shipmentAdminTrade → Containers → New container → attach this order.
No Partner DeskAdminCompany approved + Assign user. See below.

Admins: Trade → Ops is the attention list (waiting RFQs, expiring quotes, unpaid, delayed shipments, applications).

Quote declined or expired
  1. Partner Decline (reason ≥ 8 characters) releases reserved inventory and notifies admin. Draft a new quote from the RFQ if the job continues.
  2. Expired: partner sees “contact the trade desk”. Admin: Ops → Extend, or Create next version + Send quote.
  3. Request changes → negotiation. Admin issues a revised version. The partner accepts the current sent version, not the superseded one.
  4. Mill silence is not a status. Chase the in-work email. If the file should die: Admin → order → Cancel trade order (inventory + Tokens unwind; card refunds are manual in the gateway).
Token balance looks wrong
  1. Account → Activity. Every credit and debit is a row. Admin: Payments → Tokens → Wallets → that email (User ID is in the ID column).
  2. Bank buy still pending: not in the balance until Confirm bank.
  3. Spend happens on sample / cart / installment, not on Wallet.
  4. Shop Token refund: Admin → that order → Refund tokens.
  5. Trade Token spend: cancel the trade order to return milli. Reverse to wallet on a succeeded purchase is only if those Tokens are still in the wallet (it debits them back).
  6. The ledger will not go negative. A second concurrent spend fails instead of double-debiting.
Partner Desk is missing
  1. Applying on Partner Program is not enough. Company must be approved, user assigned, login role partner.
  2. Sign out and in after Assign user.
  3. suspended companies redirect to Partner Program. Set approved again if they should return.
  4. Viewer / project manager can open the desk but cannot Accept or Pay — missing buttons are the desk role. Change it on Trade → Companies → Assign user (same User ID, new role).
  5. Buyer can Accept but cannot see Pay with Tokens / Card. Assign company_admin for a solo contact, or add a finance user.
Duplicates, notices, mill silence
  • Quote accept is rejected if already accepted, expired, or not current. You cannot double-create SG-… from the same quote version.
  • Missing partner notification: the quote or payment still exists on Desk → Quotes / Orders. Refresh. Admin notifications are a separate inbox.
  • Production delay: admin notes on the order; tell the partner off-platform; Send Email from the admin order if needed.
  • Wrong mill mailed: Mark in work again with the correct partner/mill address (SMTP must work).
  • Shipment issue: Update status or add a note on Trade → Shipments. Partners only see what you stamp.
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