Common Errors

If you cannot find your order(s) in Veeqo, please follow the common issues listed below. If none of the below applies please contact support via our live chat service or by email on helpme@support.veeqo.com with the order number and screenshots of the order from your store to aid with the investigation.

Overview

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

Real time sync

Shopify, Vend

5-10 minutes

Magento direct

10 minutes

Walmart, Vend, Amazon, Ebay, Magento API2Cart, Woocommerce, Etsy, Big Commerce, NOTHS

15 minutes

PrestaShop

1 hour

PriceMinister (Rakuten FR)

Channel is inactive
Orders will not sync if your channel is inactive in Veeqo. To ensure that your channel is active please follow these steps:

  1. Go to Settings

  2. Select ‘Marketplace & ecommerce Integrations’

  3. On the left hand side you will see whether your store is Active or Inactive under ‘Status’

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If you store appears to be ‘Inactive’ please go through the following steps:

  1. Select the Inactive store

  2. Click ‘Authorise Connection’

  3. After that, select the toggle on the side to activate the store

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All listings inside the order need to 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:

  1. Go to the Listings Page (The option under Inventory in the Main Menu)

  2. Type in the SKU

  3. Ensure the status is ‘Linked’ and Active’

  4. 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.

Listings must be 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:

  1. Go to the Listings Page (The option under Inventory in the Main Menu)

  2. Type in the SKU

  3. Ensure the status is ‘Linked’ and Active’

  4. 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

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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

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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

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Here are some helpful guides which can help you out further:

The order must contain 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:

  1. Go to Settings

  2. Select ‘Marketplace & ecommerce Integrations’

  3. Click on the relevant store

  4. Click Edit

  5. Tick ‘Show Advanced Settings’

  6. Scroll down to how orders are synced

  7. 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 Vend 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:

  1. Go to Settings

  2. Select ‘Marketplace & Ecommerce Integrations’

  3. Click ‘Edit’

  4. Tick ‘Show Advanced Settings’

  5. Scroll down to how orders are synced

  6. Enable the setting ‘Sync my historic orders?’

  7. Save the changes

Note! You can only sync historical orders from Amazon, eBay, Shopify Magento API2Cart and WooCommerce






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