Troubleshooting: Roundtrip Return Failed Error

  • Updated

A Roundtrip Return Failed error occurs when buyers are attempting to bring items into Unimarket (for Checkout), from the supplier's roundtrip (punchout) catalog. 

 

Quick Fixes

Before investigating technical configurations, rule out local browser interference and amount of items.

  • Check Cookies: Unimarket requires "Third-Party Cookies" to be enabled. To accept the data transfer from the supplier's domain back to the Unimarket domain.
  • Session Timeout: If a user stays on the supplier's site for too long (typically >30 minutes) without activity. The Unimarket session may expire, causing the return to fail error message.
  • Incognito Test: Ask the user to try the punchout in an Incognito/Private window. If it works, they must clear their browser cache and cookies.
  • Item Amount: If the error only happens with very large carts (100+ items), it may be a "POST size" limit or a timeout. Suggest the user try returning a smaller cart to test.

 

Supplier Configuration Errors

If the error happens for all users with a specific supplier, the issue is likely in the integration setup. Below are some potential causes, preventing the items from coming into Unimarket from the supplier's roundtrip (punchout) catalog: 

  • Incorrect Return URL (Hook URL)

    • The Issue: The supplier may be hard-coding an old URL or pointing to the wrong environment (e.g., pointing to your "Sandbox" return URL from your "Production" store).

  • Shared Secret Mismatch

  • Data Validation Failures (cXML)

    • Invalid Characters: Item descriptions or manufacturer parts contain symbols or bold font.
    • Missing Mandatory Fields:
      • Unit of Measure (UOM): If the supplier sends a UOM that Unimarket doesn't recognize (e.g., "BX" instead of "Box"), it may fail.
      • UNSPSC Codes: If your community requires commodity codes and the supplier sends a cart without them, the return might be rejected.
      • Currency Mismatch: If your community is set to USD, but the supplier attempts to return a cart in CAD or EUR, the system may block the return.

 

Step-by-Step Data Capture

  1. Reproduce the Error: Attempt to punch into the supplier's catalog again.
  2. Place items(s) in the cart and ask the buyer to take a full screenshot of all the items they are attempting to bring into Unimarket.
  3. If the error occurs:
    • Access Details: Click the More Detail underneath the error message.
    • Copy Logs: A box with technical code/text will appear. Copy all the contents of this box.
    • Note the Context: Identify exactly when the error happened:
      • During Return: "I was clicking 'Submit' or 'Checkout' in the supplier's catalog to return items to Unimarket."

 

Information Required for Unimarket Support

To ensure a fast resolution, Community Administrators should gather the following information before contacting Unimarket Support:

  • Diagnostic Details: The contents copied from the "More Detail" box (paste this into the email body).
  • Supplier Name: The name of the specific supplier.
  • User Information: The full name of the user who experienced the error. (If multiple users are affected, please provide all their names).
  • Browser Type (optional; but helpful):  Note if the user was using Chrome, Firefox, Edge, or Safari.
  • Description of Action: State that the user was returning the items from the supplier's punchout catalog, when the error occurred.

 

How to Submit

Once you have gathered the details above, please reach out to the Unimarket Support team via the Request Support form (within Unimarket) or send an email to support.unimarket.com.

Subject Line Suggestion: Punchout Error - [Supplier Name] - [Your Institution Name]