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Shopify Integration - Resolving Order Sync Errors

Updated

Overview

Once your integration with Shopify has been completed, you may receive emails with error messages when your order(s) cannot successfully sync to Shopify. These errors will need to be resolved before your approved order will sync from JOOR to Shopify. The integration will continue to try syncing orders every 30 minutes. Below are some common errors and steps for how to resolve them.

Note: You will continue to receive an email every 3 days after the first time you get an error if it hasn’t been resolved within that 3 day timeframe.

Email Alert Example

Common Errors

Click on the arrows to expand each section.

Customer Related Order Error: {"customer":["Email contains an invalid domain name"]}


This error generally occurs when an email address fails Shopify’s domain validation and requires the email address value to be corrected. This could mean there is a space somewhere in the address or a typo.
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Issues when syncing a customer from JOOR to Shopify:

  1. Log into your JOOR Account
  2. Navigate to the My Current Connections page and click on the client
  3. Click buyers and ensure the email address here is valid, contains no spaces or typos
  4. Click Shipping Addresses and ensure the email address here is valid, contains no spaces or typos

         

Note: If the email address looks valid, reach out to the integrations support email (integrations@joor.com) for additional troubleshooting.

Customer Related Order Error: {"customer":"Required parameter missing or invalid"}

This error can result from a missing customer code. Depending on your integration settings, the system will NOT create customers in Shopify who are missing a JOOR customer code.
To enter a customer code:

  1. Log into your JOOR Account
  2. Navigate to the Orders page, enter the PO number into the search, and select the order
  3. In Shopify, go to Customers and search for the customer name from the JOOR order
  4. In JOOR on the right side of the page with the PO’s order details, under Contact Information > Customer Code > Enter the Shopify ID from Step 3 and click Save.
    • When the integration syncs again, every 30 minutes, the order should sync to Shopify successfully.

Note: If you are unsure about your integration configuration settings, please contact integrations@joor.com for assistance.

Customer Related Error: {"customer":["Customer must have a name, phone number or email address"]}

This error can result from mismatched customer code data during the order sync. If your customer in JOOR has a customer code, this must match a customer ID in Shopify. If no customer is found in Shopify with that ID, then an error is generated.
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To resolve:

  1. Log into your JOOR account
  2. Navigate to the My Current Connections page and select the appropriate customer so you can see the customer code
  3. In Shopify, go to Customers and search for the customer name from the JOOR order
  4. If the customer exists in Shopify, open the customer record and copy the number at the end of the URL
    • For example: https://.myshopify.com/admin/customers/5307980283964
    • In JOOR, enter that number as the customer code on the Customer Details page
    • If the Shopify customer ID already matches JOOR’s customer code, please reach out to integrations@joor.com for further assistance
  5. If the customer does not exist in Shopify, remove the customer code in JOOR
  6. When the integration syncs again, every 30 minutes, the order should sync to Shopify successfully

Line Item Error: {"order":["Line items is invalid"],"line_items":["Name can't be blank","Title can't be blank"]}

This error message is a result of when a style is not recognised by Shopify when the order attempts to sync. This is often caused by a few scenarios:

  • Bulk sizing selected on the order
  • Color or size does not match the variant name in Shopify
  • Color or size updated in Shopify since the order has been placed

In order to resolve:

  1. Log into your JOOR Account
  2. Navigate to the Orders page and click on the order with the error then click Edit Order
  3. Check that all styles have a specific size selected. No styles should have bulk units. See below example showing a style with bulk units, and the second example showing a style with sized units.
  4. For each of the styles on the order, check if the color and size names match the values that are set up in Shopify
    • If the color is different from Shopify, you can select the correct color from the drop down options for Color.

Line Item Error: {"line_items":["Unable to reserve inventory"]}

This error message is a result of when Shopify does not have enough in stock units to cover the order.
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In order to resolve:

  1. Log into your JOOR account
  2. Navigate to the order and review which style has the error message below indicating there is not enough stock
    • If you do not see the below message, you may need to click “Edit Order” to see the order units and available inventory displayed at the same time for each style
  3. You will then need to resolve the error within JOOR or in Shopify:
    • In JOOR: Update the order to remove the line items that do not have enough quantity or reduce the quantity ordered
    • In Shopify: Update your inventory units

Note: If you do not require the inventory check, please reach out to your CSM and Integrations@joor.com to further discuss any changes to your integration settings.

Line Item Error: {"line_items":["must have at least one line item"]}

This error message is a result of when an order does not have any line items. This could be caused by style cancellations.
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In order to resolve:

  1. Log into your JOOR account
  2. Navigate to the orders page and select the order with the error
  3. At the bottom of the page, click the Actions menu, then Change Status
    • If you are unable to select this option, please reach out to your account admin or your CSM to update your permissions as needed
  4. In the drop down menu, select Cancelled and then the Update button



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