An operation shows as failed in the dashboard. What do we do?

First, check if there are any error message from the provider. If this is a temporary problem you should be able to do a restart of the operation. If the restart isn’t possible you need to manage the issue before the restart or restarted as Manual. If the restart controls are not visible at all, check these three things before reporting it.

1. First, an order can only have one active operation at a time, so the controls stay hidden while another delivery, refund or compensation is still pending or ongoing.

2. Second, starting and restarting operations is restricted by role: a standard portal user can create, update and delete pending operations but cannot start or restart them, which requires an admin role.

3. Third, a blocking custom state on the order disables the operations it lists, and the portal shows a banner explaining this. Check the activity log for the provider response before escalating, and include that text in the ticket.