---
schema_version: "1"
id: bfac97109d0f2aac49cf4e5517b8860015c924faa71c6f673410d8a444942785
title: Identify the Cause of a Process Exception
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/commerce/264-0-0/om_identify_cause_of_a_process_exception.md
canonical_url: https://help.salesforce.com/s/articleView?id=commerce.om_identify_cause_of_a_process_exception.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 75bd9bf4937e00f98dfe91561f20dd2328789006661cc3c79f4e9db5a11fbddb
description: Process exceptions can occur at any stage in the order lifecycle. Identifying the cause of a process exception is the first step toward resolving the issue.
products:
  - Commerce
  - Salesforce Order Management
release: "264"
---
# Identify the Cause of a Process Exception

Process exceptions can occur at any stage in the order lifecycle. Identifying the cause of a process exception is the first step toward resolving the issue.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=commerce.om_editions.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

The table describes some common issues that cause process exceptions at different stages in the order process.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d12300e60">Stage</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d12300e63">Process Exception Type</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d12300e66">Cause</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Stage" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d12300e60 ">Order Activation</td>

          <td data-label="Process Exception Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d12300e63 ">Order creation failed</td>

          <td data-label="Cause" class="slds-cell-wrap" style="vertical-align:top;" headers="d12300e66 ">
            <ul>
              <li>The order wasn’t created</li>

              <li>No payment gateway was available for the order</li>

              <li>Async test failed</li>

            </ul>
          </td>

        </tr>
        <tr class="">
          <td data-label="Process Exception Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d12300e63 ">Order activation failed</td>

          <td data-label="Cause" class="slds-cell-wrap" style="vertical-align:top;" headers="d12300e66 ">
            <ul>
              <li>Valid payment authorization wasn’t received</li>

              <li>Shipping state or country values weren’t populated correctly</li>

              <li>Billing state or country values weren’t populated correctly</li>

            </ul>
          </td>

        </tr>
        <tr class="">
          <td data-label="Stage" class="slds-cell-wrap" style="vertical-align:top;" headers="d12300e60 ">Order Approval</td>

          <td data-label="Process Exception Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d12300e63 ">Order approval failed</td>

          <td data-label="Cause" class="slds-cell-wrap" style="vertical-align:top;" headers="d12300e66 ">
            <ul>
              <li>The order failed a fraud check</li>

              <li>A custom business review specified for order approval failed</li>

            </ul>
          </td>

        </tr>
        <tr class="">
          <td data-label="Stage" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d12300e60 ">Fulfillment</td>

          <td data-label="Process Exception Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d12300e63 ">Fulfillment order approval failed</td>

          <td data-label="Cause" class="slds-cell-wrap" style="vertical-align:top;" headers="d12300e66 ">
            <ul>
              <li>A custom business review specified for fulfillment order approval failed</li>

            </ul>
          </td>

        </tr>
        <tr class="">
          <td data-label="Process Exception Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d12300e63 ">Order fulfillment failed</td>

          <td data-label="Cause" class="slds-cell-wrap" style="vertical-align:top;" headers="d12300e66 ">
            <ul>
              <li>The order was canceled</li>

              <li>Items in the order are out of stock</li>

              <li>The location specified for the fulfillment order doesn’t exist</li>

            </ul>
          </td>

        </tr>
        <tr class="">
          <td data-label="Stage" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d12300e60 ">Payment</td>

          <td data-label="Process Exception Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d12300e63 ">Ensure funds failed</td>

          <td data-label="Cause" class="slds-cell-wrap" style="vertical-align:top;" headers="d12300e66 ">
            <ul>
              <li>The credit card used for the order has expired</li>

              <li>The order failed a fraud check</li>

              <li>The payment gateway is down</li>

            </ul>
          </td>

        </tr>
        <tr class="">
          <td data-label="Process Exception Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d12300e63 ">Payment capture failed</td>

          <td data-label="Cause" class="slds-cell-wrap" style="vertical-align:top;" headers="d12300e66 ">
            <ul>
              <li>The credit card used for the order has expired</li>

              <li>A fraud check failed</li>

              <li>The payment gateway is down</li>

            </ul>
          </td>

        </tr>
        <tr class="">
          <td data-label="Process Exception Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d12300e63 ">Payment refund failed</td>

          <td data-label="Cause" class="slds-cell-wrap" style="vertical-align:top;" headers="d12300e66 ">
            <ul>
              <li>The credit card used for the order has expired</li>

              <li>The credit card used for the order was canceled</li>

              <li>The payment gateway is down</li>

            </ul>
          </td>

        </tr>
        <tr class="">
          <td data-label="Stage" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d12300e60 ">Invoicing</td>

          <td data-label="Process Exception Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d12300e63 ">Invoice creation failed</td>

          <td data-label="Cause" class="slds-cell-wrap" style="vertical-align:top;" headers="d12300e66 ">
            <ul>
              <li>Invoice creation process encountered an error</li>

              <li>Payment wasn’t applied to the order</li>

            </ul>
          </td>

        </tr>
        <tr class="">
          <td data-label="Process Exception Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d12300e63 ">Credit memo creation failed</td>

          <td data-label="Cause" class="slds-cell-wrap" style="vertical-align:top;" headers="d12300e66 ">
            <ul>
              <li>Applying or unapplying the payment to the invoice failed</li>

              <li>Applying the refund to the credit memo failed</li>

            </ul>
          </td>

        </tr>
        <tr class="">
          <td data-label="Stage" class="slds-cell-wrap" style="vertical-align:top;" headers="d12300e60 ">Returns</td>

          <td data-label="Process Exception Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d12300e63 ">Return processing </td>

          <td data-label="Cause" class="slds-cell-wrap" style="vertical-align:top;" headers="d12300e66 ">
            <ul>
              <li>A returned item isn’t in acceptable condition; stop the credit of funds to the
                customer</li>

              <li>A return isn’t received by the expected return date</li>

              <li>Applying or unapplying the payment to the invoice failed</li>

              <li>Applying the refund to the credit memo failed</li>

            </ul>
          </td>

        </tr>
      </tbody>
    </table>

#### See Also

- [Check for Active Process Exceptions](https://help.salesforce.com/s/articleView?id=commerce.om_check_for_active_process_exceptions.htm&release=264.0.0&type=5 "When a process exception occurs, Order Management creates a process exception record and generates a notification that appears at the top of the associated Order Summary page. The process exception typically states the problem that requires user review or intervention. Your business logic and workflows determine whether to continue processing an order summary when an exception occurs. When necessary, you can suspend order processing until the issue is reviewed and resolved.")
- [Create a Process Exception](https://help.salesforce.com/s/articleView?id=commerce.om_create_a_process_exception.htm&release=264.0.0&type=5 "Create a process exception to manage a processing issue that isn’t automatically identified by your order management processing business logic.")
- [View Process Exception Details](https://help.salesforce.com/s/articleView?id=commerce.om_view_a_process_exception.htm&release=264.0.0&type=5 "A process exception record contains details about the cause of the processing failure.")
- [Resolve a Process Exception](https://help.salesforce.com/s/articleView?id=commerce.om_resolve_a_process_exception.htm&release=264.0.0&type=5 "After you identify the cause of a process exception, you can resolve the issue and continue normal processing on the order summary.")