Symptoms
An Order created for an Account with Per Account billing enabled has status CR (Ready to Complete) or Completed without invoice issued despite of the fact that the Order amount is greater than zero.
If the Order is completed in its Status History it can be seen that the last transition was performed manually by pressing Complete Order button:
27-Mar-2018 16:56:17 CP Completed Ok testreseller@test.tst
Cause
The issue is caused by a failed Account transfer attempt, which failed due an error, for instance, on Operations Autmation side. The system tries to complete Orders awaiting consolidation issuing corresponding document, however after the error, the operation is not fully rolled back, so the Orders do not return to WI (Waiting for Invoice) status.
The described behavior is reported as a software-related issue #PBA-84269 "A Failed Account Transfer may lead to lost Order consolidation"
Resolution
Please contact your Technical Account Manager or a member Pooled Technical Associate Team (pta@odin.com) to clarify status of the sotware-related issue #PBA-84269
As a workaround, please, issue a debit memo for the affected Customer for the Order Amount