Skip to content
English
Customer portal
Go to boostorder.com
  • There are no suggestions because the search field is empty.

When uploading Journey Plan, I got this error

Use this article to troubleshoot import rows that fail with the error “Unable to find a matching customer.” This can occur when the uploaded file does not include the required debtor branch code for a customer record.

 Symptoms

When importing a file, the import status shows:

Rows with an Error status cannot be imported. Please review and correct any errors before re-importing.

The affected rows display:

Status Error
Error Unable to find a matching customer.

In the import results, one or more rows cannot be imported.

Cause

The customer record in the uploaded file is missing a Debtor Branch Code, but the related customer setup includes one. Because the branch code is required to match the customer correctly, the system cannot identify the matching customer during import.

Resolve the issue
  1. Open the uploaded import file.
  2. Locate the affected rows shown in the import status.
    • In the import status window, check the row numbers listed with the error.
    • Example: rows with the error “Unable to find a matching customer.”
  3. Find the customer record in the system.
  4. Check whether the customer has a Debtor Branch Code.
    • Review the customer’s debtor details.
    • Confirm whether a value exists in the Debtor Branch Code field.
  5. Update the import file with the correct Debtor Branch Code.
    • Add the debtor branch code to the matching column in the import file.
    • Make sure the value matches the customer record exactly.
  6. Save the updated import file.
  7. Upload the file again.
Confirm the issue is resolved

After re-importing the file, check the import status again.

The issue is resolved when:

  • The affected rows no longer show the error “Unable to find a matching customer.”
  • The rows are imported successfully.
  • The import status does not list any remaining errors for those rows.
Additional information

Rows with an Error status cannot be imported until the issue is corrected. Review each error row, update the missing or incorrect customer matching details in the import file, then re-import the corrected file.