How to Troubleshoot Missing Orders
General Troubleshooting Steps
For fixing missing orders from any order source follow these steps:
- Go to Settings > Endpoints
- Manually run the endpoint for the order source in Syncware by choosing the Run icon. In the example below the order originated from Brandwise.
- Go to Orders and see if the missing order came in.
- Check the table below for order source-specific instructions. If you do not see it on the table, take a screenshot of the order from the source of the order (Faire, Brandwise, etc.), get the status of the order, and contact support. .
Order Source-Specific Steps
|Brandwise||Resend the orders from the Brandwise portal or ask them to resend. Check for orders again. If they are still missing contact support.|
|Faire||Verify the status of the order in Faire. The default status that we pull is NEW only. Contact Faire support for help changing the status. If you want any other statuses to be pulled contact Syncware support. If the order is in NEW, but still not in Syncware, contact Syncware support for the next steps.|
|Shopify||Verify the status of the order in Shopify. The default status is pending, authorized, partially_paid, paid, and partially_refunded. If you want any other statuses to be pulled contact Syncware support. If the order is in one of the default statuses, but still not in Syncware, contact Syncware support for the next steps.|
|MarketTime||Verify the order status. Syncware' pulls 'open' orders. Contact MarketTime firstname.lastname@example.org to change the order status. If the order has an open status contact Syncware support.|
|Pharos||When we call the Pharos API, the order closes on Pharos' end. Contact Pharos support to have the order reopened so it will pull the next time the connection pulls orders.|