A partner says they never received a message

If a trading partner says they never received an EDI message, find the message on the EDI Activity page and read its Delivery Status. That tells you whether Alvys sent it. The Acknowledgment Status tells you what your partner’s system did with it.

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Before you start

• You need the “ParticipateInTender” permission to see EDI Activity. If you do not see it, ask an Admin to check your permissions.
• EDI Activity is rolling out to accounts in stages. If your account does not have it yet, you will not see the tab.
• Have the partner’s Shipment ID or the load details ready, so you can find the message quickly.

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Find the message

1. Click your username in the bottom-left corner and select EDI & Visibility.
2. Click the EDI Activity tab.
3. Find the message by Customer, Transaction Type, or Shipment ID.
4. Read Delivery Status on that row. Then follow the section below that matches it.

To see Acknowledgment Status, click Columns on the right side of the page and select Acknowledgment Status. This column is off by default.

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The Delivery Status is Delivered

Alvys sent the message and the connection did not report a problem. Now check what your partner’s system did with it.

1. Read Acknowledgment Status on the row.
2. Match it to one of these results:

   Acknowledgment Status	What it means	What to do
   Rejected	Your partner’s system received the message but refused to process it.	Download the 997 to see why, then share it with your partner. See Download the 997.
   Blank	Your partner’s system has not sent a reply yet.	Wait, then check again. If it stays blank, ask your partner whether they received the message.
   Accepted	Your partner’s system received the message and accepted it.	Ask your partner to look again on their side. They may be checking the wrong place or the wrong date.
   AcceptedWithErrors	Your partner’s system received the message but found problems in it.	Download the 997 to see the problems, then send them to your partner.

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The Delivery Status is Failed

Alvys could not deliver the message, so your partner did not receive it.

1. Read the Error column to see the reason.
2. Check Next Retry At and Retry Count. Alvys retries failed messages automatically, so a retry may already be on the way. If Next Retry At is empty and the Error starts with “Automatic retries have ended”, Alvys has stopped trying and the message needs a resend.
3. To send it now, click the three dots at the end of the row and click Resend. See How to resend a failed EDI delivery for the full steps.
4. Check that Delivery Status changes to Delivered.

If the message keeps failing after a resend, see If none of this fixes it.

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The Delivery Status is Pending

Alvys is still working on the message and has not finished sending it.

1. Check the row again later.
2. If it stays Pending, see If none of this fixes it.

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Confirm what Alvys sent

To show your partner exactly what was sent, download the EDI file.

1. Click the three dots at the end of the row, or right-click the row.
2. Click Export EDI File.
3. Send the file to your partner, or open it to check its contents.

If Export EDI File is greyed out, the file is not available for that message.

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Download the 997

The 997 is your partner’s reply. It says whether they accepted the message and lists any problems.

1. Click the three dots at the end of the row, or right-click the row.
2. Click Export 997.

If Export 997 is greyed out, your partner has not sent a reply for that message yet.

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If none of this fixes it

Contact Alvys Support. Include the Shipment ID, the Transaction Type, the date shown in the Date column, and the Delivery Status and Error you see. See How to contact Alvys Support.

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Go deeper

• How to resend a failed EDI delivery
• EDI Overview