Applies to Product - Dynamics 365 Commerce
What’s happening?
Customers are experiencing an issue where an inactive address is being defaulted whenever a sales order (SO) is created. The expected address is not being displayed, leading to incorrect order processing.
Reason:
This arises when the system defaults to an inactive address instead of the active one. This can occur due to the presence of multiple addresses associated with the customer, where the old address may still show up even if it is not set as the primary address.
Resolution:
- Confirm if the inactive address is still listed in the address history of the customer. If it is, delete the addresses that are no longer needed to be associated with the customer.
- Run a full sync (1010) to check if the address is still showing up.
- In Commerce HQ, Navigate to the customer record, click on Advanced under Addresses, and then under Manage addresses select History. If there are addresses listed there that are no longer needed, click Delete.