Troubleshoot missing orders

Overview

The time taken for orders to sync from your store will vary depending on the channel.

If something's gone wrong when Veeqo is trying to sync from your stores, you may be able to resolve this by looking into the following issues:

The relevant channel needs to be active in Veeqo.

1. Go to Settings > Marketplace and E-commerce integrations.

2. Check that your store has the green active symbol under "status".

All listings in the order need to exist in Veeqo

1. Go to Inventory > Listings.

2. Type the SKU into the search bar.

3. Check that a listing for the correct store is in Veeqo for this SKU.

4. Some plugins will create line items in an order which do not exist in Veeqo. Check that you do not have line items that have been added by a plugin.

Tip! The store symbol will show next to the listing. Ensure that the listing is from the same store as the order

All listings need to be linked and active in Veeqo

1. Go to Inventory > Listings.

2. Search the listings page for your SKU’s.

3. Check that the listings for the specific store are linked and active.

For the order to sync, ALL listings from the order will need to be under the tabs “Linked” and “Active”.

The order must contain products.

1. Check that line items have been added to the order on the store’s side.

The order needs to be in the correct status to sync

• Check if the setting to “sync my unpaid orders?” is on. If these settings are off we will not sync any orders that are awaiting payment. To check this:

1. Go to Settings > Marketplace and e - commerce integrations

2. Click into your store

3. Click edit > Show advanced settings

4. Scroll down to how orders are synced

5. If the settings to sync unpaid orders or sync pending orders are off, your orders will not sync until they are paid for.

• We will not sync archived or cancelled orders. If the order is cancelled before it is pulled in to Veeqo, we will not be able to pull it in.

• For Woo Commerce and Magento orders- Veeqo will currently only sync orders that are in the “processing” status.

Missing historic orders

In order for Veeqo to sync historic orders you will need to turn on the setting "Sync My Historic Orders?"
If this is turned off on the store's settings page, then Orders that are in the Completed, Canceled, Refunded status when we initially sync the store, will not be synced with Veeqo.

If none of the above applies contact support via our live chat service or by email on helpme@support.veeqo.com with the order number for the missing order and screenshots of the order from your store's side.