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Dynamics 365 Community / Forums / Supply chain | Supply Chain Management, Commerce / Items are getting dupl...
Supply chain | Supply Chain Management, Commerce
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Items are getting duplicated/split in sales order lines

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Posted on by DS-03092035-0 20
When customer is ordering items from website, sometimes items are getting duplicated / split in 2 lines.
For example: Customer wanted to order 10 quantity for item 328649. Its creating 2 different lines for 5,5. Please see below screenshot. How we can restrict duplicates under sales order lines in D365?
 
 
Screenshot.png
Categories:
Dynamics 365 Commerce
I have the same question (0)
  • Tom_Gioielli Profile Picture
    Tom_Gioielli 3,038 Super User 2026 Season 1 on at
    Is this Business Central or F&O? I would recommend we move this to the proper forum as it is not CRM Sales.
     
    In the meantime, can you provide more information about how the orders are getting from the website to your system? Is there anything there that could be splitting items? Is it always split in half? Is this only happening with some products?
  • DS-03092035-0 Profile Picture
    DS-03092035-0 20 on at
    @Tom_Gioielli To provide a bit more context, we are using Microsoft Dynamic Site Builder for our online website. We have encountered a recurring issue where customer orders are inconsistently split. For instance, if a customer orders 4 units of item "A" online, the order sometimes gets split into (2,2) and other times into (3,1). This inconsistency is not limited to a particular item and does not follow any discernible pattern.
    Given this scenario, could you please suggest the proper forum or platform where we can discuss and resolve these sales order issues effectively? Your insights and recommendations would be highly valuable.
    Thank you for your time and assistance.
  • Tom_Gioielli Profile Picture
    Tom_Gioielli 3,038 Super User 2026 Season 1 on at
    Moved to the Dynamics 365 Commerce forum, hopefully someone over here can help you out.
  • Suggested answer
    S Gopi Krishna Profile Picture
    S Gopi Krishna 665 Super User 2026 Season 1 on at
    Are you using DOM?
     
    Also, since you are using D365 E-Commerce as your webshop to capture sales, please try replicating this in your UAT environment first and review the following points:
     
    1. Do both lines fulfill from the same warehouse and location?
    2. Check if the sales line is split in the online store transaction > sales transactions record in the headquarters (HQ).
    3. If you see the split in the online store transaction record, as mentioned in the second point, use DevTools to inspect the payload and response of the AddCartLines and Checkout APIs when performing such sale. This will help you trace where and how the split occurs.
  • Laurens vd Tang Profile Picture
    Laurens vd Tang 4,394 Super User 2026 Season 1 on at
    Good day,
     
    Is the delivery date the same for both lines?
     
    Best regards,
    Laurens van der Tang

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