This guide helps resolve errors in the subagent cycle. Most issues are caused by tasks being performed out of sequence, or missing out on one task without realising it and carrying on. This mainly describes the process to look into and fix issues.

For detailed steps on how to run subagent billing and statements:

Refer to Subagent - Billing & Statements

Reversing Billing (The Undo Function)

If you discover a mistake after finishing your weekly routine, you can roll the data back. This usually requires a Level D System Password.

• Undo Subagent Billing: From the main menu of Retailer, go to Customers → Customer Undo → Subagents tab. Confirm the date shown in Remove Subagent Billing On. Each "Undo" reverses the system by exactly one week.

• Subagent Statements: You do not need to undo statements before undoing billing. However, if you undo multiple weeks, you must redo them all in the correct order once the fix is applied.

• When NOT to Undo: If an error is several weeks old, it is often better to perform a Balance Adjustment and communicate directly with the subagent rather than risking data corruption by undoing long periods of history.
  
  

  For detailed steps on balance adjustment, see How do I do balance adjustments to Customer accounts?

Solving Statement Balance Discrepancies

• Totals/Aged Totals Don't Match: This is usually caused by running Billing before Statements. To fix: Undo Subagent Billing, then Reprint Statements, then Redo Subagent Billing.
  

• Missing Payments or Credits: * Timing: Payments made on Monday will not show on a statement for the week ending Sunday. They will appear on the next statement.
  

  The "Current Week": Returns and credits always apply to the current week (the week after the one currently being billed).

• Returns on the Wrong Week: This happens if billing is behind or was accidentally run in advance.

  • To Fix: Undo subagent billing until you are on the correct week.
    If you can't undo, manually fix the "Returns" column in the Subagent Orders grid (Customer screen → Orders → All Orders). You will need to remove the Returns from the incorrect week, and add them to the correct week.

  
  

Supply, Pricing & Allocation Issues

• Subagents Not Charged for Titles: If Monday magazines show no charges, Generate Subagent Orders was likely missed. You must run this before arriving Monday stock. You can run it manually at any time from the main screen of Retailer, via Customers → Generate Subagent Orders. This is normally done automatically after Subagent Billing so you may need to check that it's been done correctly.

• Newspaper Price Increases: To avoid overcharging, you must run subagent billing for the previous week before you update the stock prices for the new week.

  • Correction Tip: If you've already updated prices and overcharged, a manual balance adjustment is usually the cleanest fix.
    

    

    See How do I do balance adjustments to Customer accounts? for details on how to do that.

• Non-Arrivals (Holidays/Bumper Issues): If you know a title isn't coming (e.g., a public holiday), perform a Non-Arrival in the Newsagency menu. This prevents subagents from being charged for stock you never received.
  

  

  For details on how to enter a non-arrival, see Creating a Non Arrival.

Technical & Email Troubleshooting

• Emails Not Received:
  

• All Subagents: Check your global Retailer email settings.
  
  

  See Why are my emails not sending? for details.

• Individual Subagents: Check their spam/junk folder and ensure "Send Customer Account via E-mail" is ticked in their profile (Customer screen).
  

• Dockets Not Printing: Subagent dockets use the Windows Default Printer, not the internal Retailer receipt printer settings. Ensure the printer is online and set as "Default" in Windows.
  

  

  See Why Aren't My Subagent Dockets Printing for further details.

• Incorrect Statement Dates: If the date is wrong, billing may have been run extra or missed entirely. Use the Undo function (detailed at the top of this article) to reach the correct week.
  

  Warning: If returns have already been scanned for the "wrong" week, they are locked there unless removed and re-scanned. It may be easier to notify the subagent that their credits will be delayed by one week.