Orders stuck after archiving or deleting a product
Why this happens
When Luminous posts a sales order, each order line is mapped to the product that supplies the product. If you later archive or delete that RFQ, the order lines remain posted but now point at an inactive product. Because the lines are already posted, they don't show up in purgatory for re-mapping — they appear to be in good shape while actually being unresolvable.
This typically surfaces as:
- Orders that stay in a posted/pending state but never route to fulfillment
- Lines that appear mapped but can't generate a fulfillment order
- Procurement workflows showing products that no longer exist
What Luminous does — and doesn't do — automatically
Luminous does not automatically unlink order lines when a product is archived or deleted. Orders already posted at the time of archival keep their existing mapping.
How to get this resolved
Contact Luminous Support and share:
- The order numbers (or sales order IDs) that are stuck
- The product that was archived or deleted
The support team can:
- Preview all affected order lines before making any changes
- Safely delete associated fulfillment orders (only unpushed, uninvoiced, unshipped ones)
- Unmap the stale product references from affected lines
- Unpost the orders so they re-enter purgatory
- Optionally trigger auto-remapping so the orders are immediately matched to active products
What is safe to clean up vs. what is protected
The cleanup process respects the following hard limits — these lines or orders will not be touched:
| Condition | Why it's skipped |
|---|---|
| Line has already shipped (any quantity) | Shipment records can't be unwound |
| Line has already been invoiced | Invoice records must remain intact |
| Fulfillment order has shipped or is partially shipped | Carrier labels have been issued |
| Fulfillment order has a linked invoice | Financial records are in play |
| Order is in a shipped, cancelled, or refunded status | Order lifecycle is complete |
Fulfillment orders that have been pushed to a warehouse but not yet shipped can be unpushed and removed during the cleanup — your support engineer will confirm scope before applying any changes.
Prevention
Before archiving or deleting a product, check whether any active (posted) sales orders are still mapped to it. If they are, consider:
- Completing or cancelling those orders first
- Replacing the product reference on each line before archiving
Contact support if you are unsure how to safely retire an RFQ that has open orders.