The time taken for orders to sync from your store will vary depending on the channel.
Real time sync | Shopify, Lightspeed Retail, Amazon |
5-10 minutes | Magento direct |
10 minutes | Walmart, Lightspeed Retail, Ebay, Magento API2Cart, Woocommerce, Etsy, Big Commerce, NOTHS |
15 minutes | PrestaShop |
1 hour | PriceMinister (Rakuten FR) |
Ensure that the Channel is active
Orders will not sync if your channel is inactive in Veeqo. To ensure that your channel is active please follow these steps:
Go to Settings
Select ‘Marketplace & ecommerce Integrations’
On the left hand side you will see whether your store is Active or Inactive under ‘Status’
If your store is inactive please go through the following steps:
Select the Inactive store
Click Authorize Connection
You will be redirected to enter your credentials and reactivate the store
Check that the listings on the order exist in Veeqo
For the order to pull through to Veeqo, the product must exist in Veeqo. Please follow these steps to ensure the listings exist inside Veeqo:
Go to the Listings Page (The option under Inventory in the Main Menu)
Type in the SKU
Ensure the status is ‘Linked’ and Active’
The listings will show up there from the relevant store (The symbol will show next to the Listing, if you hover over the symbol it will tell you the name of the store the listing has come from)
Note: 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.
Check that the listings are linked and active in Veeqo
For orders to pull through to Veeqo, the product must be ‘Linked’ and ‘Active’. Please follow these steps to ensure that the listings and ‘Linked’ and ‘Active’ on your account:
Go to the Listings Page (The option under Inventory in the Main Menu)
Type in the SKU
Ensure the status is ‘Linked’ and Active’
If you cannot find the listing there, that means the listing is either Archived, Unlinked or Both
If you go to ‘Linked’ and ‘Inactive’ and see the listing there, please press the blue box on the side to unarchive the listing
If you go to ‘Unlinked’ and ‘Active’ and see the listing there, please press the green tick on the side to link the listings together
If you find that the listing is not connected to a product in Veeqo, press the plus button on the side to create a product based on that listing and then from there this will link the listings together
Here are some helpful guides which can help you out further:
Check that your order contains products
If the order hasn’t pulled through, please double check that there the order does contain products inside it on the store side.
The order needs to be in the correct status to sync
What is enabled in your channel settings will determine what order statuses should be pushed through to Veeqo.
If you are looking to pull unpaid orders into Veeqo then please see the following steps to enable this setting in Veeqo:
Go to Settings
Select ‘Marketplace & ecommerce Integrations’
Click on the relevant store
Click Edit
Tick ‘Show Advanced Settings’
Scroll down to how orders are synced
From there you will see a setting for '“Sync my unpaid orders?” option, by enabling this option unpaid orders will come through into Veeqo as 'Payment Required'
IMPORTANT:
We will not pull Archived and Cancelled orders into Veeqo. For example, if you have a cancel an order before it has been pulled into Veeqo then the order will not be pushed into Veeqo
For WooCommerce and Magento orders, Veeqo will currently only sync orders that are in the “processing” status. Also, for Magento orders, ensure that you add and map all your order statuses correctly upon setup to ensure orders pull into Veeqo.
We will pull the '“Refund” status from Lightspeed Retail into Veeqo only.
We will not pull any shipped orders from Etsy and PriceMinister (Rakuten FR) in Veeqo
We will not pull custom order statuses into Veeqo. E.g On hold, Partially Fulfilled orders.
Missing historic orders
If you are looking to push historical orders from your store into Veeqo then please ensure that the setting is turned on in Veeqo, please follow the steps below to enable this setting:
Go to Settings
Select ‘Marketplace & Ecommerce Integrations’
Click ‘Edit’
Tick ‘Show Advanced Settings’
Scroll down to how orders are synced
Enable the setting ‘Sync my historic orders?’
Save the changes
Note: You can only sync historical orders from Amazon, eBay, Shopify Magento API2Cart and WooCommerce