A customer placed an order from my website but I do not see it in the customer portal. What's wrong?
This is because the order notification failed and the order never made it to our system. Please check the Customer Portal at least once a week to make sure all orders that are on your e-commerce shopping cart are also present in the Customer Portal. If an order is missing, please place the order using the "Order Management / Place Order" OR "Order Management / Import Orders" screens from the Customer Portal.
The order may not be found in our portal for the following reasons...
Our system pulls orders from your shopping cart account every hour. Please allow up to 2 hours and check in our portal.
Shipping Method not mapped:
If you have further questions, please send a screenshot of the shipping methods set up in your store to our support team.
SKU Number not mapped:
If you have further questions, please send a screenshot of the products with the SKU number setup in your store to our support team.
Order status not matching:
We download orders with certain statuses that vary between different shopping carts. If the order in your store is not in the status we download, the order will fail and will not be found in our portal. For example, in Shopify, we download orders with payment state "Paid" and shipment state "Unfulfilled". If you change the order status to other than "Unfulfilled" the order will fail to download.
If you have further questions, please send a screenshot of the missing order with the status from your store to our support team.
If there is any change made in the authentication you provided initially to set up the integration, the order may fail. Please send new authentication details to our support team.