In rare cases, you may encounter an issue while using the Orders add-on to push orders from your Destination Store to the Source Store partner for fulfilment.
This article lists the potential errors you may encounter on your Destination Store Syncio app in the Orders add-on, as well as steps to fix the errors or next steps.
Issue | Error message |
Can’t push. Add customer details (including shipping address) to the original order in your store and try again. | |
Can’t push as some product(s) aren’t currently synced. | |
Can’t push because the location has changed. | |
Order has been edited. Check the Source store has received the correct item(s) and quantities. | |
Order has been edited. Check the items and quantities are correct before pushing. | |
An error occurred while pushing your order. Please wait 10 minutes then click ‘re-push’ to try again. | |
Due to a limitation we can’t push orders with $0 value and shipping. | |
Order has already been marked as fulfilled and archived on your store. |
Missing details
Overview
Orders need to include the customer name and shipping address before they can be pushed to the Source Store partner. See more details here about what information is needed to a push an order.
How to fix
Update the customer details on the Shopify order and then push the order to your Source Store partner on Syncio.
Product un-synced
Overview
If you un-sync a product before the order is pushed to your Source Store partner, you will no longer be able to push that part of the order.
How to fix
Option 1: Re-sync and create new order
To push this order using Syncio you can re-sync the product on Syncio, create a new order on Shopify with the customer’s details, and mark it as paid. The new order can be used to push to the Source Store on Syncio.
Note: Please let your Source Store partner know that a duplicate order has been created and add extra stock to account for the duplicate order.
Option 2: Contact Source Store
If you do not want to re-sync the product, this just means that the order cannot be pushed using Syncio. Contact your Source Store partner to share the order details directly
Location not matching
Overview
If you use Multi-Location and the location has been changed before an order is pushed to your Source Store partner, this will block the order from being pushed.
How to fix
You can update the location using one of the below options and then push the order to the Source Store.
1. Change the location of the order on Shopify |
Note: you may have to wait 5-10 minutes before you are able to push the order.
Order Edits
Qty edited after order pushed
Overview
Order quantity edits are not fully supported by the Orders add-on. For example three are some exceptions if you are creating pending payment orders to push or sync. For more details refer to our guide for: order edits.
How to fix
If you edited the order quantity after the order was pushed to your Source Store partner, contact your Source Store partner to ensure they have the latest information to fulfil your order correctly.
In most cases the sync should have gone through as normal but we recommend contacting the source store for confirmation.
Qty edited before order pushed
Overview
Order quantity edits are not fully supported by the Orders add-on. For example three are some exceptions if you are creating pending payment orders to push or sync. For more details refer to our guide for: order edits.
How to fix
If the quantities are incorrect on the order in your Syncio app, contact your Source Store partner to ensure they have the latest information to fulfil your order correctly.
In most cases the sync should have gone through as normal but we recommend contacting the source store for confirmation.
Network/API issues
Overview
Sometimes Shopify is unable to process an order push request due to network issues.
How to fix
To prevent errors, Syncio stops the syncing job. Wait 10 minutes and you can then push the order to the Source Store on Syncio.
$0 order
Overview
The order value needs to be greater than $0.00 in order to be pushed to your Source Store partner. See more details here about what information is needed to a push an order.
How to fix
If you have an order with a value of $0.00, to push the order to the Source Store using Syncio you can enter a shipping fee of $0.01.
You can do this by clicking [View Details] on the order in the Syncio app.
Fulfilled on destination store
Overview
Shopify will block orders from being pushed if they have already been marked as fulfilled and archived on your store Shopify store. This is to avoid double fulfilling.
How to fix
To fix this, on your Shopify store cancel the fulfilment for the order. You can then push the order to the Source Store on Syncio.
Tip: You may want to check your Shopify settings to turn auto-fulfil off.
