How to fix orders stuck in Fulfillment Error state

Usually support team needs help fixing large number of orders stuck in fulfillment error state, this runbook will help fulfilling those orders and marking them as completed.

There are two management commands to help resolve this issue, one in edx-platform to enroll/upgrade learners into course with their respective mode from these orders and the second one is from ecommerce to mark these orders as completed.

Step-by-step guide

1. Create a csv file format with first row being the header and columns will be as follows:

   1. course_id: course key of the course

   2. user: Username of the learner

   3. mode: Desired enrollment mode

2. Goto https://courses-internal.edx.org/admin/student/bulkchangeenrollmentconfiguration/ (you might also need to get access to this table first):

   1. Click Add bulk change enrollment configuration button at the top right corner.

   2. Upload the above created csv file, mark the Enabled check and save.

3. Goto https://tools-edx-jenkins.edx.org/job/course_runs/job/prod-edx-bulk_change_enrollment_csv/ (you might also need to get access to this table first):

   1. Click on Build with parameters link in left menu.

   2. Now click the Build button and wait for job to completion.

   3. Verify that all enrollments are updated according to the csv file.

4. Create a txt file (one order number per line) with the order numbers stuck in fulfillment error state for which we have just updated the enrollments.

5. Goto https://prod-edx-ecommerce-internal.edx.org/admin/order/markordersstatuscompleteconfig/ (one can access this with student support role or order manager role in ecommerce):

   1. Click Add Mark Orders Status Complete config button at the top right corner.

   2. Upload the above created txt file with order number here, mark the Enabled check and save.

6. Goto https://tools-edx-jenkins.edx.org/job/Ecommerce/job/prod-edx-mark_orders_status_complete/ (you might also need to get access to this table first):

   1. Click on Build with parameters link in left menu.

   2. Now click the Build button and wait for job to completion.

   3. Verify that all orders status marked as completed.

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