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Order not exported to your webshop? Here’s how to fix it

Go to

  1. Step 1: Find the cause in the timeline
  2. Step 2: Fix the most common causes
  3. Step 3: Export the order
  4. Prevent this automatically

 

Is an order not exported to your webshop? In most cases, your webshop has rejected the order, for example because of missing customer data or a product that can’t be ordered. An order can also be held back on purpose by a queue rule. Use the steps below to find and fix the cause. 

Step 1: Find the cause in the timeline

  1. Open the order via Orders > Order overview.
  2. Under Actions, open the Timeline and payloads.
  3. Check the latest export attempt. If your webshop has given a reason for rejecting the order, you’ll find the error message here.

The payload shows the data EffectConnect sent to your webshop. This helps you see exactly which field caused the problem.

➡️Read more about the order detail page.

Step 2: Fix the most common causes

Missing or incorrect customer data

Is a phone number, last name or house number missing, or did the customer enter a country your webshop doesn’t accept?

Correct the data under Customer data on the order detail page. Read more in Change customer data and export the order.

ℹ️ Please note: Due to privacy legislation (GDPR), customer data is only visible in EffectConnect for up to 30 days after the order is placed.

The product can’t be ordered in your webshop

Check whether the product:

  • exists in your webshop with the same SKU/EAN;
  • is enabled, and is available in the correct store view if your webshop uses multiple store views;
  • doesn’t have a minimum order quantity higher than what the customer ordered.

Want to replace a product in the order? Click the pencil icon next to the product title in the order line.

The order is held back by a queue rule or tag

Not every order that isn’t exported has failed. A queue rule can stop orders from being exported on purpose, for example orders with a specific order tag. Check the tags in the order summary and your queue rules.

kb-info  Tip: Not sure what’s going wrong? Try placing the same order manually in your webshop, with the same products and customer data. Your webshop will usually show you what’s wrong.

Step 3: Export the order

Fixed it? How the order reaches your webshop depends on your connection.

➡️ Do you use a plugin or standard connection?
EffectConnect queues the order for export to your webshop. Open the order detail page to follow the export status.

Want to start the export again?
Open the test order and select 'Export order to back office' under Actions.

➡️ Do you use your own API connection?
Your system retrieves the order through the EffectConnect API, just like any other order.

 

kb-info  An order can only be exported to your webshop once. If EffectConnect has already received an order number from your webshop, you can’t export the order again.

Prevent this automatically

Do marketplace orders often miss data your webshop requires? Use order export modifications to fill in or replace customer and address data automatically, before the order is exported.

Questions about exporting orders? Please contact us. We’re happy to help.