---
title: "Resolve Import Issues in Sales Orders"
canonical: "https://kb.myframeworks.com.au/space/CO/459079694/Resolve%20Import%20Issues%20in%20Sales%20Orders"
format: markdown
---
When importing files (BuildMaster, Commercial, MiTek Sapphire, Basic CSV, Multinail, or EzyQuote) into a Sales Quote/Order, product lines may require attention before the order can be processed. The **Resolve Order Lines** window allows you to address these issues and complete the import.
> 📝 ## Prerequisites
> 📝
> 📝 - Sales Order created with file import attempted
> 📝 - Import status message indicates unresolved lines requiring attention
> 📝 - Appropriate user permissions for creating special products (if needed)
## Access the Resolve Order Lines Window
1. In the **Sales Order Maintenance** screen, locate the **Resolve Import** icon below the **Actions** button.
2. Click the **Resolve Import** icon to open the **Resolve Order Lines** window.
The **Resolve Order Lines** window displays:
- A grid showing all imported product lines requiring attention
- **Import Errors** listed at the bottom of the window explaining specific issues
---
## Resolve Product Lines
For each product line requiring attention, you can perform one of the following actions:
### Match to an Existing Product
If the imported product code does not match your system but a similar product exists:
1. Click the **Product No.** field for the product line.
2. Click the **search** icon to open the **Product Finder** window.
3. Search for and select the correct product from your system.
4. The **Product No.** field updates with the selected product code.
5. [Update the product details](https://sterlandsupport.atlassian.net/wiki/spaces/fwksproau/pages/459079694/Resolve+Import+Issues+in+Sales+Orders#Update-Product-Details) as needed.
> ⚠️ **Important:** Matching to an existing product updates only the **Product No.** field to enable stock adjustments to occur. All other imported information (Quantity, UOM, Length, Tally, Unit Cost, Unit Price, Usage) remains as imported from the file. You must review and verify these details are correct before applying changes.
### Create a Special Product
If the imported product does not exist in your system, create it as a special product:
1. Enable the **Create Special** checkbox for the product line.
2. Complete the following fields:
- **Product Desc.: **Enter a product description to help identify the product.
- **UOM:** Enter or search for the unit of measure.
- **Product Groups:** Enter or search for the product group code.
- **Supplier:** Enter or search for the supplier ID.
- **Unit Cost:** Enter the unit cost for the product.
- **Unit Price:** Enter the unit price for the product.
> ℹ️ **Note about Special Product GP%:** The **Special GP%** column displays the gross profit percentage for the selected product group. This affects how prices are calculated:
> ℹ️
> ℹ️ - If the product group has a **Special Product GP%** set, the system calculates the **Unit Price **(sell price) from the entered **Unit Cost **and **GP%**. You cannot override the sell price. To set a custom sell price, leave **Unit Cost** as zero.
> ℹ️ - If the product group **Special Product GP%** is zero, you can set both cost and sell prices manually.
> ℹ️
> ℹ️ For more information about Product Group GP% settings, see [Product Group Maintenance](https://sterlandsupport.atlassian.net/wiki/spaces/FRAM/pages/28405034).
### Update Product Details
Modify imported product information as needed:
- **Quantity:** Enter the required quantity.
- **UOM:** Select or search for the correct unit of measure.
- **Length:** Enter the length for length-based products.
- **Tally:** Update tally information for tally products.
- **Picking Group:** Select the appropriate picking group from the dropdown.
- **Unit Price:** Modify the unit price if needed.
- **Usage:** Select or update the usage code for the product.
### Delete a Product Line
If a product line is not required for the order:
1. Locate the product line in the grid.
2. Click the **remove** icon (trash can) at the end of the row.
3. The product line is removed from the import.
---
## Complete the Resolution Process
1. Review the **Import Errors** section at the bottom of the window to ensure all issues are addressed.
2. Verify that all product lines are resolved (no remaining error indicators).
3. Click **Apply & Close** to save changes and close the window.
> ℹ️ Alternative: Click **Close** to close without applying changes.
---
## Result
All imported product lines are resolved and added to the Sales Order. The order is ready for processing and you can now use actions from the **Actions** menu, such as Reprice, Special Buy-Ins, Print Quote, or Release for picking.
> ⚠️ **Important:** All unresolved product lines must be addressed before you can proceed with any actions in the **Actions** menu. The system will not allow order processing until all import issues are resolved.
> ✅ ## Related Tasks
> ✅
> ✅ - [Create a Sales Order](https://sterlandsupport.atlassian.net/wiki/spaces/fwksproau/pages/30529072) - How to create new sales orders
> ✅ - [Find an Open Sales Order or Quote](https://sterlandsupport.atlassian.net/wiki/spaces/fwksproau/pages/30520258) - How to search for existing orders
> ✅ - [File Imports for Sales Orders](https://sterlandsupport.atlassian.net/wiki/spaces/fwksproau/pages/30523118) - How to import a range of file types into a Sales Quote or Order
> ✅ - [Product Group Maintenance](https://sterlandsupport.atlassian.net/wiki/spaces/FRAM/pages/28405034) - How to update Special Product GP%
Related System Settings - Flags
The following system flags control file import behaviour:
[OrdUsagVal](https://sterlandsupport.atlassian.net/wiki/spaces/FSS/pages/13176444) - Validate Order Usage Codes
- Controls whether the usage codes must match Frameworks or are imported as is from the file
[EzyUsagVal](https://sterlandsupport.atlassian.net/wiki/spaces/FSS/pages/13203001) - Validate Order Usage Codes for EzyQuote Import
- Controls whether the EzyQuote usage codes must match Frameworks or are imported as is from the file
> ⚠️ **Note**: **EzyUsagVal **overrides the global **OrdUsage **setting for** EzyQuote imports only**. Other file imports (e.g. Basic csv File) still follow the global OrdUsage setting.