Overview
Please follow checks below when faced with issues such as:
- Connection not working
- Unable to despatch orders
- Stock Sync not working
- Orders not importing
- Products not importing
Connection not working
- URL
If the connection is not working at all - please make sure you are using the My Shopify URL and it has a slash at the end e.g. https://mystore.myshopify.com/ - API Key & Password
Make sure you have copied the API key & password exactly with no erroneous spaces etc
Unable to Despatch Orders
- Location ID
First thing to check is that you are using the correct location on the connect setup & that it matches the location being used for the orders on Shopify.
Go to Connect > Orders > Shopify and hit the get locations button
Then check the location name matches the location name on Shopify for the orders
Usually this is the default location (but not always)
- App permissions
Next - make sure you have enabled read / write permissions on all the relevant areas of the Shopify app setup.
All areas concerning orders & fulfilments need read / write access.
Trouble-Shooting - Stock Sync
- Location ID
As with despatch errors - first thing to check is you are using the correct location ID.
Please make sure you have set a location ID on the Mintsoft connection as detailed in the Shopify setup guide: Shopify Integration
If you have multiple locations on Shopify - make sure you are supplying the correct Location ID you want to sync stock to. - App Permissions
When creating the private app initially you need to make sure you have set read/write access to both Products & Inventory permission groups - Inventory Tracking
Inventory tracking needs to be enabled on Shopify for stock sync to work with the Mintsoft connection - see guide here: https://help.shopify.com/en/manual/products/inventory/transfers/enable-tracking
- Stock Changes only sync from Mintsoft
With Shopify connections - the system will only sync changes made to inventory levels when they change in Mintsoft to save on resources.
So once the initial inventory sync has taken place for all items, the next time that the connection runs - we will only provide updates to Shopify for items for which their stock level has changed in Mintsoft since the last connection ran.
It therefore follows that if inventory levels change in Shopify manually for any reason - this will cause stock levels to be out of sync and wont get rectified until the stock changes again on Mintsoft.
Furthermore; users often add products and inventory to Mintsoft, before those products or inventory are available in Shopify - this then causes the item to miss its first sync of inventory from Mintsoft, and again wont get corrected until the stock changes in Mintsoft.
In both cases - you can rectify this issue by "triggering a full stock sync" on the connection & this will send a full update of inventory levels for all items available in Mintsoft on the next sync run. - Re-Stocking Items after Refunds
If you select to restock an item after processing a refund, then this will have the affect of double adding the stock if a return has been processed on Mintsoft as well.
https://help.shopify.com/manual/orders/refund-cancel-order
Orders not importing
- Mintsoft will only import orders in paid and awaiting fulfilment status by default.
If the order still has a pending payment or has been fulfilled or partially fulfilled then it wont import (But you can adjust payment statuses if you want to import pending payment orders and also import partially fulfilled orders). To import more than one financial status, simply separate with a comma (paid,pending) - If you want to import partially fulfilled orders you just need to enable the below toggle
- Automatic fulfilment can be enabled on the checkout settings - this needs to be disabled
From within Shopify go to Settings > Checkout Settings
Make sure that Do not automatically fulfill any of the order's line items is selected and save the settings.
New products not syncing
- Please ensure that Products in Shopify have SKU's set on all variations - this is the main reason that products will not import.
Fraud Screening
If Shopify marks an order as potentially high risk of fraud like this:
The orders will import into Mintsoft with an order status of "Fraud Risk"
You can then mark the order as accepted if ok to ship from the order overview bulk actions:
Or you can cancel the order entirely if it is fraudulent.
Images not populating in Mintsoft from Shopify
Its not possible if the products already exist in Mintsoft.
You would need to get the image URL from the store which can usually be achieved by a bulk export, and then run a product upload (products > extras > upload) to Mintsoft providing just the SKU & Image URL in the file.
Order Json from Shopify
In Mintsoft choose at Order
Go Details >History Tab > Connect Tab
You'll see the Json we get from Shopify Under Connect Order Actions.
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