Here you will find a step-by-step plan that can be followed to find out why orders are not visible in my connection/webshop.
For various reasons, an order cannot be exported to the connection/webshop. For example, this can be caused by a setting in the plugin or perhaps that a setting in the webshop ensures that the order cannot be placed.
Below is a step-by-step plan with a check for orders that are not visible in the webshop.
Marketplace/Channel
- Is the order visible in the seller account?
Marketplaces/channels normally show any open orders that have not been processed yet. Sometimes marketplaces will do fraude checks, this can cause orders to not be visible in the seller account. - Has the order already been processed in the seller account?
EffectConnect can only import open orders which have not been processed yet.
EffectConnect
- Is the channel configured correctly?
EffectConnect can import orders ensuring that the channel and order import synchronisation are active. - Is the order visible in EffectConnect?
We will import new open orders every 10 minutes. For more information about synchronization times, you can click here. - Can you find the ordernumber of you webshop in the EffectConnect order info?
In EffectConnect you can find information about the order, customer and product. Here you can also find any references of the connection/webshop, for example the ordernumber. If an ordernumber is visible this means that the connection/webshop has received the order. - Does the order contain an error message, or order_import_failed tag?
When the order export to the connection/webshop has failed, you can find an error in the order in EffectConnect. Depending on the connection/webshop you can also find a order_import_failed tag in the order info of EffectConnect.
Connection/Webshop
- Do the logs of the order import contain any errors?
Some EffectConnect connections do have the possibility to view logs of the order imports. Here you can see what is causing a problem when importing the orders in the webshop. You can find these logs in the EffectConnect plugin settings within your connection/webshop.
Flowchart
If you have checked these steps, but have not found the problem, please contact us.