Delivery requests may be blocked by disabled page settings, incorrect URLs, page or delivery restrictions, automatic-delivery rules, hold status, or minimum-order criteria. Quantity selection is affected by Fill Only, Specify Quantity, pre-payment, and delivery request settings.
Issue / Question:
- Customer Can't request a delivery
- The request form will not let the customer choose a quantity
Environment:
- Any MyFuelportal Version
Resolution / Answer:
There are multiple settings that configure how delivery requests work. A customer who cannot request a delivery is usually stopped by one of these settings, and the screen they see tells you which one.
If the request a Delivery Page is missing entirely, or if it opens and returns home, the Enable Request a Delivery Page is likely disabled, or the Request Delivery URL is incorrect.
In the Admin Portal, open Settings > Menu Items, and confirm the Enable Request a Delivery Page is checked, and Settings > Application > Request Delivery URL is not blank
Page restrictions can prevent Customers from accessing Request a Delivery by customer property, or date. You can configure specific page restrictions in Settings Page Restrictions
Delivery Restrictions block the Select button on the tank list inside Request a Delivery. When clicking the button, a pop-up message appears and the form does not open. The rules that apply to Delivery Restrictions depends on the Use New Restrictions setting in Settings Application
If Use New Restrictions is off. Open Settings > Delivery Restrictions and review Restrict Delivery Types. A Tank whose delivery type is listed cannot be selected. Disable Ordering for Monitored Tanks blocks monitored tanks the same way. The message is the one saved for that delivery type on this page. If that delivery type has no message, the customer sees Delivery Restriction Message Default.
If Use New Restrictions is on. Open Settings > New Restrictions. A tank is blocked when a restriction matches its delivery type or fuel item. If the restriction lists divisions, it applies only to tanks in those divisions. A restriction with no divisions applies to every division. The alert uses that restriction’s message, or Delivery Restriction Message Default when the restriction has none.
Automatic Delivery Restrictions
This can hide Request Automatic Deliveries so Will Call customers cannot request to switch the tank to automatic. The button only appears when all of the following are true.
- Settings > Application > Enable Will Call Switch to Automatic is on
- The tank's delivery type is Will Call
- The customer's payment terms are not listed under Settings > Automatic Delivery Restrictions
- That tank does not already have an automatic-delivery request. Unless Allow Multiple Will Call Switch to Automatic is on
Fill-only
The customer can still request a delivery, but they can't type a gallon amount. This happens when any of the following is true.
- Settings > Request a Delivery > Show Fill My Tank Only is checked
- The tank's delivery type is selected under Settings > Fill Only Restrictions
- The Tank size is at or below Tank Size Restriction on the Fill Only Restrictions page.
Specify Quantity
The Customer can still request a delivery, but they can't select Please fill my tank. This happens if the tank has Specify Quantity Restrictions. Open Settings > Specify Quantity Restrictions and see whether the tank's delivery type is selected.
For a pre-paid request, Pricing > Pre-Payment of Delivery > Allow Customer to Specify Quantity can determine if the customer uses preset quantities, or fill, and the tank needs to a valid pre-pay range.
Delivery Request Criteria
This sets the smallest order the form will accept. This is set in Settings > Delivery Request Criteria. Each range has a minimum tank size, a maximum tank size, and a minimum delivery gallons. The range that contains the tank size is the minimum the customer must order.
If the tank size is not in a range, MyFuelPortal uses the pre-payment tank range for that division and product. If that is not set either, it uses Settings > Request a Delivery > Min Delivery Gallons
Hold Status
A customer that is On Hold cannot request a delivery unless Settings > Application > Allow Request Delivery While On Hold is checked.
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