How to find the error log for an order

How to find the error log for an order

  • Ecommerce – Orders – How to Find the Error Log for an Order

    ⏱ Estimated time: 3 minutes

    👤 Role: Reservations Managers, IT Support, Receptionists, Spa Managers

    What you'll learn:

    • How to access the technical history of an individual transaction.

    • How to identify why a booking failed to reach your PMS or Spa system.

    • Common error codes and how to interpret them.

    When should I use this?

    Use the Error Log whenever you encounter an "In Progress" order that hasn't moved to "Complete," or if a guest has a confirmation from the platform but the booking is missing from your internal diary (Opera, Guestline, Premier, etc.).

    Key Logic:

    The platform acts as a bridge between the guest and your internal systems. If that bridge "breaks" due to a timeout, a configuration error, or a mapping issue, the platform records the exact technical reason in the Error Log. Reviewing this log is the first step in troubleshooting any integration failure.

    Before you start:

    • Have the Order Number or Guest Name ready.

    • Ensure you have "Admin" or "Manage" permissions to view order details.

    Step-by-step:

    1. Locate the Specific Order

    1. Log in to the Ecommerce platform.

    2. Click Orders in the left-hand sidebar menu.

    3. Use the search field to find the order you wish to investigate.

    4. Click the Edit button on the right-hand side of the order row.

    2. Access the Error Log

    1. Once inside the order details, look at the sub-menu on the left-hand side.

    2. Click on Error Log.

    3. You will see a chronological list of communication attempts between the platform and your third-party systems.

    Common Error Examples:

    Error Type

    What it means

    Recommended Action

    System Timeout

    The platform asked the PMS/Premier to save the booking, but the system didn't respond in time.

    Check the PMS to see if the booking actually landed; if not, manually enter it.

    SynXis Policy Restriction

    Usually states: "Cancellation policy does not allow modifications."

    In SynXis, set policy to "Allowed within all channels except within cancel policy."

    Mapping Failure

    Booking failed to move from Premier to PMS.

    Check that the payment method or transaction codes are correctly mapped in your integration settings.

    Integration Down

    A total failure to connect to the external server.

    Check your local internet connection or contact your PMS provider to ensure their API service is live.

    Best practice:

    The "In Progress" Audit: If an order has an error log entry but the guest has successfully paid (checked via the Payments tab), the booking is valid but "Ghosted." You must manually create the reservation in your PMS to ensure the guest has a room or treatment upon arrival.

    Important Notice:

    Read the Full String: Error messages can look like long strings of code. Look for keywords like 504 Gateway Timeout, Authentication Failed, or Invalid Room Code. If you are unsure what a specific error means, take a screenshot and send it to support@journey.travel for technical assistance.

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