Troubleshooting and FAQ

For help that is not covered here, contact support@wholechain.com.

Troubleshooting

I cannot find the form a buyer shared

Open Compliance → Forms → Forms List. If the table is empty, the form has not reached your account. Ask the buyer to confirm it is Published, that its Sharing is not Don't Share, and that your account is included if they chose Specific Network Partners.

The Ship From list is empty

The selector lists Locations under your own self Trade Partner. Create one with Add Location (choose Add Location inside the selector, or use the Locations module). See Add Location.

The Ship To list is empty

Destinations come from the buyer. Ask the buyer to share destination Locations with your account, or contact support@wholechain.com.

The product list shows "No Data"

The buyer has not shared Trade Items with you. Ask them to share the items needed for the shipment.

The buyer says my quantity is wrong

Quantities are entered in the unit of measure on the shared Trade Item. Check the UOM instead of assuming the buyer uses your usual unit.

My import matched no items

The import matches item numbers or IDs, not names. Assign unique item numbers to the shared items and use those exact values in your file. Then check the Map Attribute choices.

The import will not run or a mapping is flagged

Map Item Number/ID, Lot/Serial, and Quantity. Map TLC and TLC Source if your form needs them. Check the number of rows skipped.

My SSCC is rejected

If the owner turned on Use SSCC Validation, the SSCC must pass the GS1 check-digit validation. Re-check all digits. Leave SSCC blank if the shipment was not sent in a container.

TLC and TLC Source confusion

Follow the buyer's instructions and tooltips. With a universal TLC, product rows show the shipment-level TLC as read-only. TLC Source is required on every product row. Enter it once in the shipment-level field to apply it to all rows, or tick Manually enter TLC Source for each product and enter it on each row.

Submit shows red outlines or a red X

Fill the outlined fields. A product row can show a red X with "Please input required fields." Correct and select Submit again.

My changes are not visible to suppliers (owners)

Changes are saved as a draft until you publish. Look for the information icon beside Published, then select Publish.

A supplier cannot access my form (owners)

Check Status is Published, Sharing is All Network Partners or Specific Network Partners with the supplier chosen, and Save Sharing was selected.

A copied link does not show the form

The copied link does not currently open the form; this is a known limitation. Use Compliance → Forms → Forms List instead.

FAQ

What is the difference between Forms List and Forms Manager?

Forms List shows forms other accounts shared with you, so you can complete them. Forms Manager shows forms your account owns, so you can create, configure, publish, and share them.

Which form types exist?

Ship Event forms are the only supported type at present.

Does using Forms guarantee FSMA 204 compliance?

No. A form helps you collect and send traceability information consistently. Your compliance depends on your own program and your buyer's requirements.

Why do my labels differ from this guide?

Form owners can rename sections and fields. Follow the same steps with the labels you see.

Why do I need a separate form for each destination?

A shipment has one Ship To destination. If a purchase order ships to several destinations, submit one form for each shipment and destination.

What are the two "Add Location" buttons?

The one inside the Ship From selector opens Add Locations to create a master-data Location. The one beside the Ship From heading adds another Location entry to this form. See Open and complete a shared Ship Event form.

Can I remove my Ship From location?

Not while it is the designated Ship From Location. Turn the toggle on for another entry first, then remove the entry you no longer need.

Do I need an SSCC?

You decide whether the shipment was sent in a container. Complete SSCC when it was, and leave it blank when no container code applies.

What do I enter for the Purchase Order Number?

The number issued by the buying Trade Partner. It is a required, free-entry field.

What is TLC Source?

Follow the buyer's instructions. The form's tooltip, when present, explains what they expect. It is required, either once for the whole shipment or on every product row.

When do I tick Manually enter TLC Source for each product?

When products in one shipment need different TLC Sources, such as goods produced at different locations. You then enter TLC Source on each row.

Does the import match item names?

No. It matches item numbers or IDs, because names can be duplicated.

Does Import submit the form?

No. Import fills the product table. You still review and select Submit.

What does Clear Form do?

It empties your entries without a confirmation window. A single shared destination in Ship To can stay selected.

What happens after I submit?

You should see the drawer close and a green notification. Wholechain should generate a packing-list-style PDF, make it available in Documents, and show the shipment in Shipments → Outbound, where it can stay Pending until the receiving Trade Partner records receipt.

What is the difference between Draft and Published?

Draft means the form has never been published. Published means a version is available to recipients. Later edits stay unpublished until you publish again, so the draft and the published version can differ.

Does publishing share the form?

No. Publishing sets the version recipients see. Manage Sharing sets who receives it.

What does sharing a form not include?

It does not share the destination Locations and Trade Items suppliers need. Share those separately.

Can I get a form back after deleting it?

No. Deleting is permanent. Recipients lose access and can no longer submit that form. You would need to create and share a replacement.

Where do I find the plan limits?

See wholechain.com/pricing, or contact support@wholechain.com.