If you run into problems, go through this checklist:

• Are your product SKU codes unique (no duplicates) and properly matched? Check that SKUs haven’t been changed in one place but not the other (this will cause errors).
• Run a product reset by clicking the button near the bottom of your IDA Connect dashboard.  This will attempt to re-match products between your Shopify store and The Iconic. Note that a product reset can take up to one hour and will temporarily pause all other IDA Connect processes. 
• Have you checked when your sync cycle will run?  The sync is not instantaneous.  
• Are you, your staff or your 3PL changing orders in Shopify AFTER it has been received from the sales channel (this will cause errors).
• Have there been any changes to the affected order in your sales channel after IDA Connect has sent it to Shopify?
• Is the carrier information properly matched (are the carrier codes correct in both channels?).  Note that Shopify and The Iconic use different codes for the same carrier. 
• Have you checked there are no spaces or other dis-allowed characters in tracking numbers?
• Is the email address on your IDA Connect account correct?
• Check that any products you have deleted from Shopify have also been removed from Seller Center.
• Order value discrepancies? Check section 3.7 of the User Guide. 

Other errors:

Accidentally creating 2 IDA Connect accounts that integrate the same stores (this causes duplicate orders to be created).

Unusual matching errors. Matching errors are usually caused by differences in SKU codes. However, occasionally matching errors can be caused by an independent Shopify app making changes to Shopify product IDs. This can affect order creation and inventory level updates. If you have checked your SKUs and run a product reset and you are still getting problems, contact support desk so we can investigate.

 See also: Oversells, Fulfilment Errors, Negative Stock Levels and Product Resets. 

An oversell occurs when a product is sold on a sales channel, but you have no stock available.

Oversells can happen for a number of reasons:

–        The product has been purchased at the same time on two different sales channels. 

–        The sales channel (eg. The Iconic) has instigated a manual payment review on an order.  When this happens the order goes through hours or days later and in the mean time you have sold out.

–        Duplicate SKUs in your Shopify store

What to do:

1)     If the product has been purchased at the same time on two different sales channels. 

There is a time lag between a sale being made and the stock level being updated by IDA Connect.  The time depends on your IDA Connect sync cycle.  IDA Connect Starter Plan accounts sync every 60 mintues.  Scale Plan accounts sync every 5 minutes.

If too many products have been sold before the sync cycle has run, then you might get an oversell.

To find out if this has happened, check the inventory history for the SKU (variant) in your Shopify store.  You will be able to check the time that the stock level went to zero. 

If the stock level went to zero after the IDA Connect sync, then two products were sold at (approximately) the same time.

In this case, it is best to cancel one of the customer orders.

You can prevent this from happening by setting reserve stock levels.  To do this, go to your sales channel connector settings page on the IDA Connect Dashboard.  The reserve stock level is a number subtracted from the master stock level to reduce the risk of oversells.

If the stock level went to zero before the order was synced then you should log the oversell with us.  We can check our logs to see if the sales channel sold the product despite its stock level being zero (see reason (2)).

2)     The sales channel has instigated a manual payment review on an order

Sometimes, a sales channel will delay an order.  This can happen if they place an order on hold to do a manual payment review or for other reasons.  When this happens, the order goes through hours or days later and in the meantime you have sold out. 

3)     Duplicate SKUs or ‘recycled’ products listings in your Shopify store

If you have the same SKU attached to more than one product variant in your Shopify store, this can cause problems.  Duplicate SKUs cause inventory levels for the affected product variants to flip flop between different numbers each sync cycle.  “Recycled” product listings, where you use an old product listing for a new product, can cause problems if you don’t make the same changes in your sales channel. 

If you think this is happening, check for duplicate SKUs in your Shopify store. 

If your sales channel runs into a problem with fulfilment, it sends an error message to IDA Connect.  You will receive an email from IDA connect, titled ‘Fulfilment Error’.

Common fulfilment errors:

–        the sales channel does not recognise the carrier or

–        the tracking ID has been used before.

What causes this problem?

A common cause of fulfilment update errors is changing carriers or setting up a new carrier.  Shopify and the sales channel have different internal codes for the same carriers, which can sometimes create problems.

How to fix fulfillment update problems

1)     Within your sales channel dashboard (eg. The Iconic Seller Centre) find the order and update the tracking details manually.

2)     Review your carrier’s configuration instructions for the sales channel to check that the carrier is set up properly in your sales channel.

3)     In your sales channel (eg. The Iconic Seller Centre) make sure the carrier is set as ‘active’ and ‘available’. 

If you change your carrier, IDA Connect cannot always automatically match the identity of the carrier between your Shopify store and your connected sales channel(s). This might happen with less well-known carrier or a new carrier.  In this case, you can use the Carrier Matching feature in The Iconic Settings to match the carrier yourself. 

The Iconic Seller Centre reserves stock for pending orders.

This means that when IDA connect syncs a product’s stock level to zero, The Iconic immediately and automatically adjusts it to a negative value until the order is fulfilled.

You can safely ignore these negative numbers. You can also check that the item’s stock level returns to ‘0 available’ after you have fulfilled the order.

More details

Let’s take a look at Item 1 that has a stock level of 1 and see how it progresses through the order lifecycle.

Hope this helps clarify why you see negative stock levels in Seller Center. It is a symptom of the combination of having your stock levels in sync and The Iconic wishing to reserve stock for pending orders.

Toggle ContentThere can sometimes be an issue in The Iconic seller centre software that causes some orders to get stuck in ‘pending’ status in The Iconic seller centre.

So far this has affected approximately 3% of our customers, and less than 1% of orders.

Here’s what you need to do:

1. Keep doing your daily check of The Iconic seller centre (as per our integration guide)
2. Keep an eye out for notification emails* from [email protected]. We are checking for the problem and will notify you if you are affected.
3. If one of your orders gets stuck, or if you get a notification from us, follow steps 4 – 5.
4. For the affected order, you must manage that order manually. For example, you may need to manually fulfill the order in your Shopify store and update the inventory/stock levels or you may need to coordinate with your other automations and integrations such as 3PL providers. IDA Connect cannot fulfill or sync orders that have been affected by this issue.
5. Contact The Iconic Seller Centre help desk to log the issue for each affected order. The Iconic technical support personnel are aware of the issue. They can investigate your affected order and remove any late penalty notice associated with that order.

What happens next?

If you don’t manually mange any affected order, The Iconic purchasers may not receive everything they purchased. You may get a late fulfillment penalty from The Iconic. Your stock levels (inventory) in Shopify and/or The Iconic may be inaccurate.

More details about the problem

The issue in The Iconic Seller Centre software is causing a small proportion of orders with multiple line items to be created in two stages. The order is first created with just one item. It is then sent to IDA Connect. Some time later The Iconic edits the order and adds the remaining items. At this point, the order has more items than when it was processed by IDA Connect.  

IDA Connect sees and processes the order as soon as its available in Seller Centre. When line items are added later, these changes cannot be processed by IDA Connect.

How we are helping

IDA Connect notifies you by email if any of your orders have been edited in this way by The Iconic. We have also been in touch with the senior developer at The Iconic who is aware of the problem and is working to fix it.

IDA Connect checks the number of items in all of your pending orders every sync cycle (every 5 minutes for Scale Plan customers, every 30 minutes for Grow Plan customers and every 60 minutes for Starter Plan customers). If IDA Connect finds any pending orders that have been affected by this problem, it notifies you by email. The email is titled “Order Items has changed for Order number: 23456789. Please process manually”. The email tells you which order has been affected, so you can take the details to The Iconic Seller Centre Help Desk.

IDA Connect does not do any further processing of orders that have been affected, as this could cause you more problems with stock levels and fulfillment.

* The notification emails have the subject line: “Order Items has changed for Order number: 123456789. Please process manually”

For newly set up accounts and new products, the “Product Sync” job needs to run to match product names/SKUs between the two systems. This job is fixed to run at a set time each hour.  For new products or new accounts please allow 2 hours for the new products to be fully synced.  

The product sync job is separate to the normal inventory/order sync cycle, as we have customers with tens of thousands of products that we need to check. After the product sync job is complete, your new products will be matched and on the next inventory sync cycle, the inventory will be updated.

If your orders are not being processed after first setting up,

• Check that you have matched the SKUs properly (refer to the integration guide for SKU matching)
• Check that there is enough inventory available in Shopify.

Orders will be ignored by IDA Connect if there is not enough inventory in Shopify or if the products are not linked/matched between Shopify and your marketplace.