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Article ID: 132092, created on Jan 19, 2018, last review on Jul 14, 2018

  • Applies to:
  • Business Automation

Symptoms

An order of a customer that belongs to some reseller hangs in the "Checking Provisioning Conditions" status. When clicking the "Check Reseller Balance" button on the order's "General" tab, a message is shown:

Reseller balance is insufficient.

Cause

Reseller has an insufficient balance to allow his customers purchasing services through this reseller's account. Every time when a reseller's customers purchase services, the reseller's available balance is decreased. When the reseller has no credit limit and his balance is zero or negative, his customers' orders would be suspended until the balance is replenished.

Resolution

It is required to top-up the reseller's balance by creating a Payment or Credit Memo document.

To prevent suspension of the reseller's sales you can configure a credit limit for the reseller's account using the steps described in the Changing Reseller Credit Limit section of the "Getting Started with Resellers" guide.

Also, it is possible to set up an automatic balance top-up so it could be replenished automatically every time when it falls below the set credit limit. Refer to the Configuring Balance Auto-Replenishment page to learn how to configure such an option for the desired reseller's account.

See also

There also can be a situation when clicking the button "Check Reseller Balance", one gets an error message:

Table Tariff Period doesn't contain row with id XXX

Address the article "Table Tariff Period doesn't contain row with id id" to check how to resolve this issue.

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