Troubleshooting: owner shipments

3PL add-on For: Compliance manager, Warehouse staff Checked on 18.0.0.2.0, 18.0.1.0.0

What to do when an owner order, its delivery, a custody return or another delivery held for an owner is refused or doesn't behave as expected. Entries are ordered from the most frequent.

Some refusals on owner shipments have their entry on another page:

• the owner's instruction (missing, wrong kind, another owner's, already used): Troubleshooting: owner profiles and instructions;
• a scanned unit that belongs to another owner or to you, and the other "DSCSA owner isolation (3PL):" lines: Owner isolation: what the refusals mean;
• the owner, customer and facility checks when you validate a delivery: Troubleshooting: facility checks;
• units on an owner hold: Error: "These owners' units are on an owner hold …";
• scan counts and the core delivery checks: Troubleshooting: selling and shipping;
• who receives the owner's documents: Troubleshooting: owner documents and trace requests.

Error: "… can't be confirmed: it ships DSCSA products for …"

What you see: an Invalid Operation dialog when you select Confirm on an owner order:

ORDER can't be confirmed: it ships DSCSA products for OWNER.
PARTY-ROLE: PROBLEM

For example:

3PL/OUT/2026/00005 can't be confirmed: it ships DSCSA products for Northwind Generics LLC.
Sold-to: Lakeview Apothecary (dispenser) has no valid state license: license DEMO-CA-PHY-61177 expired on 2026-09-12.

or "Facility Albany Annex has no valid 3PL licence: record our state 3PL licence for it (activity Third-party logistics) and verify it." The lines start with "Owner:", "Sold-to:", "Ship-to:" or "Facility". When the owner's name ends with a period, the first line ends with two ("… for Summit Specialty Pharma Inc..", PF-W16-06).

When: confirming an order with DSCSA products, in Confirm an owner order.

Cause: the order is checked before any stock is reserved:

• the owner must be an authorized trading partner for its DSCSA role (this always blocks);
• the sold-to and ship-to must be authorized trading partners. For an owner's sale this blocks, unless the company's Owner counterparties setting is Warn and log, or Warn only for owners with a recorded counterparty attestation is selected and the owner's profile has a Counterparty Attestation: then the order confirms, and its chatter says "Trading-partner check for owner OWNER let through with a warning: …". For a custody return it always blocks;
• your warehouse must have a valid, verified 3PL license for the owner's role (this always blocks).

Every result, refusals included, is written to the Gate Log for the owner.

Remedy: resolution. Fix what the line names, then select Confirm again.

1. A customer's (sold-to, ship-to) or the owner's license: see Check whether a partner is an authorized trading partner, and why not and Error: "… has no valid state license …". For the owner, see Check whether an owner is an authorized trading partner, and fix it.
2. Your facility license: see Record and verify our facility licenses, then Get an owner transfer through the owner, counterparty and facility checks.
3. If the partner can't be fixed, the owner must change its order (another customer, or another warehouse).

Who can fix it: Rx Tracking Manager (licenses, partners, owner profiles); Administrator (Administration: Settings) for the Owner counterparties setting.

Error: "… can't be confirmed:" (the order itself)

What you see: an Invalid Operation dialog when you select Confirm, with one line per problem, for example:

3PL/OUT/2026/00016 can't be confirmed:
- Granite State Rx Supply LLC has no active owner profile in Demo Rx Distribution LLC.
- Granite State Rx Supply LLC's instruction (Ship to a customer) is required for 3PL/OUT/2026/00016: record the owner's order or approval first.

The lines can be:

Line	Cause	Remedy
"it has no lines."	the Lines tab is empty	add the lines
"PRODUCT: the quantity must be positive."	a line with a quantity of 0	enter the quantity, or delete the line
"OWNER has no active owner profile in COMPANY."	Owner is not an owner (PF-W16-01), or its profile is archived	choose the right owner; or see Change, end or re-open an owner relationship
"PRODUCT: lot LOT is of another product."	a line's lot belongs to another product (imports only)	correct the lot
"the instruction INSTRUCTION is not of the order's kind."	an order with only non-DSCSA products and an instruction of the other kind	clear Owner Instruction, or choose one of the order's kind
"only a draft order can be confirmed."	the order is already confirmed, shipped or cancelled (a second try, or an import)	nothing to do
"third-party logistics is turned off for COMPANY."	3PL was turned off	see Turn on third-party logistics for a company
an instruction line	see the instruction entries	Error: "…'s instruction (…) is required for …"

When: confirming an owner order, in Confirm an owner order.

Cause: the order is checked before anything is reserved; nothing changes, and the instruction stays unused.

Remedy: resolution. Correct the draft as the table says, save it, and select Confirm again.

Who can fix it: Rx Tracking User or Manager; Rx Tracking Manager for owner profiles.

Error: "… ships lot … of … only."

What you see: at Validate on the delivery of an owner order:

DSCSA owner isolation (3PL):
- DELIVERY: ORDER ships lot LOT of PRODUCT only.

For example: "- WH/OUT/00033: 3PL/OUT/2026/00019 ships lot BPDPZ2507C of [DEMO-DPZ-20] Demoprazole 20 mg Delayed-Release Capsules, 30 count only."

When: validating the delivery, in Pick, scan and ship an owner order.

Cause: the order line names a Lot, and a scanned unit is of another lot. Scan Serials accepts the unit (PF-W16-04); the order's lot is checked at validation.

Remedy: resolution.

1. On the delivery's DSCSA Packages tab, select the ✖ (Remove this scan) icon on the unit of the other lot, and put the unit back. See Correct the scans of an open delivery.
2. Scan a unit of the ordered lot, then select Validate again.

If the owner has no free unit of that lot, the owner must change its order: cancel it and record a new one (Change, cancel or delete an owner order).

Who can fix it: Rx Tracking User or Manager.

Error: "… is not on …" or another line that doesn't match the order

What you see: at Validate on a delivery of an owner order, under "DSCSA owner isolation (3PL):", for example:

DSCSA owner isolation (3PL):
- WH/OUT/00029: [DEMO-DPZ-20] Demoprazole 20 mg Delayed-Release Capsules, 30 count is not on 3PL/OUT/2026/00008.

The same heading can carry these lines too (they come from imports, API calls or custom code):

• "DELIVERY: its moves of PRODUCT don't belong to ORDER."
• "DELIVERY is on ORDER of OWNER but is held for OWNER."
• "DELIVERY: ORDER is KIND, so the transfer is a custody shipment." (or "… is not a custody shipment.")
• "DELIVERY: ORDER orders QUANTITY UNIT of PRODUCT; this would ship QUANTITY. The owner must order the extra units."

When you save a transfer: "The owner order of a transfer or move is set by the order itself."

When: validating the delivery, in Pick, scan and ship an owner order.

Cause: an owner order's delivery ships what the owner ordered and nothing else: only the order's products, never more than ordered, held for the order's owner, and a custody shipment exactly when the order is a custody return. A line added to the delivery by hand (Add a line) isn't on the order. In the forms, more units than ordered are already refused in Scan Serials ("… packages scanned but only … ordered.").

Remedy: resolution. A line with a quantity has no delete icon (PF-W16-07), so empty it and let validation cancel it:

1. On the DSCSA Packages tab, remove every scan with the ✖ (Remove this scan) icon (Correct the scans of an open delivery).
2. On the Operations tab, set the added line's Quantity to 0 and save.
3. Scan the ordered units again, and select Validate.
4. In the Create Backorder? window, select No Backorder. The added line is cancelled, and the delivery is Done.
5. If the owner wants more, or another product, it sends a new order: record and confirm it (Record an owner order).

Who can fix it: Rx Tracking User or Manager.

Error: "… can't buy its own goods …", "A custody return goes to …" and the other order rules

What you see: an Oh snap! dialog (with Stay here and Discard changes) when you save an owner order, with one of:

OWNER can't buy its own goods: ship them back with a custody return.
A custody return goes to OWNER or one of its addresses (sold-to and ship-to), not to another company.
An owner order ships an owner's stock: our own stock ships on our sale orders.
OWNER is a contact of COMPANY: an owner order is for the owner company.
An owner order starts as a draft: confirm it to ship.

When: saving the order, in Record an owner order or Send an owner's goods back to it.

Cause:

• Sold To is the owner on an owner's sale: an owner doesn't sell to itself;
• on a custody return, Sold To or Ship To belongs to another company than the owner;
• Owner is your own company: your own stock ships on a sales order;
• Owner is a contact of the owner, not the company (imports only: the form offers companies);
• an imported order has a state other than draft.

Remedy: resolution. Select Stay here and correct the order:

1. To send the goods to the owner's own site, select Kind Custody return to the owner and see Send an owner's goods back to it.
2. To ship to a customer, keep Owner's sale and choose the customer in Sold To.
3. Your own stock: create a sales order instead (Confirm a sales order for DSCSA products).
4. Import the order without a state, then confirm it.

Who can fix it: Rx Tracking User or Manager.

Error: "… has shipped transfers …" or "… was confirmed: it is kept …"

What you see: an Invalid Operation dialog:

3PL/OUT/2026/00008 has shipped transfers: cancel its remaining transfers in Inventory instead.

or, when you delete an order:

3PL/OUT/2026/00009 was confirmed: it is kept as a record of the owner's order (cancel it instead).

or "ORDER is already shipped or cancelled."

When: Cancel or Delete on an owner order, in Change, cancel or delete an owner order.

Cause: part of the order has shipped, so the order can't be cancelled as a whole; only drafts are deleted, because a confirmed order is the record of the owner's order.

Remedy: resolution.

1. Partly shipped: select the order's Transfers smart button, open the delivery that isn't Done, select Cancel and then Ok. The order becomes Shipped.
2. A confirmed order you no longer want: select Cancel on the order instead of deleting it.

Who can fix it: Rx Tracking User or Manager.

Error: "… is confirmed: its owner, parties, lines and instruction can't change …"

What you see:

ORDER is confirmed: its owner, parties, lines and instruction can't change. Cancel it and record a new order.

or "ORDER is confirmed: its lines can't change.", "ORDER is Shipped: its references can't change any more." (or "… is Cancelled: …"), or "Use the order's buttons to confirm or cancel it."

When: changing an owner order through an import or an API call. In the form these fields are read-only once the order is confirmed (references once it is shipped or cancelled), and the state changes only through Confirm and Cancel.

Cause: the owner's instruction was checked for exactly these parties and lines when the order was confirmed.

Remedy: resolution. Cancel the order and record a new one with a new instruction; see "Correct a confirmed order" in Change, cancel or delete an owner order. References can be changed until the order ships.

Who can fix it: Rx Tracking User or Manager.

Error: "… a custody shipment goes to … or one of its addresses, not to …"

What you see: at Validate on a delivery held for an owner:

DSCSA owner isolation (3PL):
- WH/OUT/00035: a custody shipment goes to Northwind Generics LLC or one of its addresses, not to Riverside Community Pharmacy.

or "DELIVERY: a custody shipment returns an owner's units to the owner; our own stock ships with its documents." (a delivery of your own stock marked as a custody shipment; imports only).

When: validating a delivery with Custody Shipment selected, in Ship an owner's units without an owner order.

Cause: a custody shipment gets no DSCSA document, so it may only return the owner's goods to the owner or one of its addresses.

Remedy: resolution. Choose one:

• the goods go back to the owner: set Delivery Address to the owner or one of its addresses, keep Custody Shipment and a Return to the owner (custody) instruction;
• the goods go to a customer: clear Custody Shipment and choose a Ship to a customer instruction in Owner Instruction.

Then select Validate again.

Who can fix it: Rx Tracking User or Manager.

Error: "… the procurement would buy …" or "… the procurement created no transfer."

What you see: when you confirm an owner order:

ORDER can't be confirmed:
- the procurement would buy PRODUCTS (PURCHASE-ORDERS): an owner's goods are never bought by us. Check the warehouse's delivery route (it
must take the stock, not order it).

or "- the procurement created moves of PRODUCTS that are not held for OWNER (MOVES).", or "- the procurement created no transfer."

When: confirming an owner order, in Confirm an owner order, in a warehouse or for a product whose routes were changed. The example database, with Odoo's standard delivery routes, never shows it.

Cause: confirming runs the warehouse's delivery route with the owner. A route that buys or manufactures the product, or a route that creates no delivery, can't serve an owner order: the confirmation is undone.

Remedy: resolution. Ask the administrator to check the warehouse's delivery route and the product's routes (Inventory ‣ Configuration ‣ Warehouses and the product's Inventory tab): the delivery must take the stock from the warehouse. Then confirm again.

Who can fix it: Inventory Administrator.

Warning: "DSCSA warning: the owner's document of this shipment will have no EPCIS file …"

What you see: a note in the owner order's chatter after Confirm:

DSCSA warning: the owner's document of this shipment will have no EPCIS file, because REASON. Add the GLN before the delivery is validated:
the file can't be added to a posted document later.

REASON is, for example, "the buyer Foothill Care Pharmacy has no GLN" or "the owner Northwind Generics LLC has no GLN". An Rx Tracking Manager gets a GLN missing activity "Add the GLN of PARTNER before shipping" on the partner, unless one is already open.

When: confirming an order with DSCSA products, in Confirm an owner order. It never blocks.

Cause: the owner's EPCIS file names the owner (the seller) and the customer by their GLN. Without it the document is posted without an EPCIS file.

Remedy: resolution, before you validate the delivery: add the GLN to the partner the note names. See Fix a missing GLN before shipping.

Known issue

Known issue (PF-A06-07): the delivery's yellow GLN banner checks your company and the customer, not the owner, so a missing owner GLN shows only in this note, not on the delivery.

Who can fix it: Rx Tracking Manager (partners' GLNs).

The owner's delivery stays Waiting

What you see: the delivery of a confirmed owner order is Waiting, with Check Availability, although the product is in stock.

When: after Confirm an owner order.

Cause: an owner's delivery reserves only that owner's free units (only the line's lot, when the line names one). The stock on hand belongs to you or to other owners, is reserved by the owner's other orders, or is on hold (a quarantined lot, a data-pending hold).

Remedy:

1. Check the owner's stock of the product: Inventory ‣ Rx Tracking ‣ Owner Stock (in the 3PL ‣ Reports section).
2. If the goods are on the way, receive them (Receive stock for an owner), then select Check Availability.
3. If they are on hold, see Troubleshooting: goods before data or Troubleshooting: owner notices, holds and recalls.
4. Otherwise tell the owner: it must change its order. The delivery never takes your units or another owner's; only a title transfer makes an owner's units yours.

Who can fix it: Rx Tracking User or Manager.

Held for Owner doesn't show on a new delivery

What you see: a new delivery (Inventory ‣ Operations ‣ Deliveries ‣ New) has no Held for Owner, Custody Shipment or Owner Instruction field.

When: in Ship an owner's units without an owner order.

Cause: Odoo shows Held for Owner on receipts, and on other transfers only once it is set (PF-W16-02).

Remedy: workaround. Ship the owner's goods on an owner order (Record an owner order). To create the delivery in the form anyway, follow the steps in Ship an owner's units without an owner order: select a receipt operation type first, set Held for Owner, then select the delivery operation type.

Who can fix it: Rx Tracking User or Manager.