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Shopify Connection Log & Common Errors

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Review the Shopify's integration's connection log to identify and fix common errors that can occur when orders fail to import or customers or products are unable to sync. 

Review Shopify's Connection Log

If your Shopify orders are not importing successfully into Unleashed or if you want to monitor your product and stock availability updates, you can review the Connection Log tab of your Shopify eCommerce Hub. 

  1. From the main menu, navigate to the eCommerce Hub and then Shopify.

  2. Select the Connection Log tab.

  3. All product and order sync updates from the previous 7 days will be listed in date order (newest first) in the grid below. 

  4. Filter the connection log's grid using the following filter options:
    • Log Level: Use the drop down menu to filter the grid's log by type: All, Error, Info or Debug
    • Store Name: Use the drop down filter to review the log details per integrated store.
    • Search: A free text field which will filter the log's details by the specific text entered.

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Resolving common Shopify integration errors

The connection log retains sync details for your Shopify integrations over the last 7 days. If an error occurred over 7 days ago and is no longer showing in the connection log, re-attempt importing the order or syncing the product again to trigger a new error message for the connection log. For more details, see How to import missing orders from Shopify.

If you experience any persistent errors or issues you are not sure how to resolve after completing the below recommended steps, submit a request in the Support Portal.

Error message Cause Fix

An error occurred while updating the entries. See the Inner exception for details.

 

OR 

 

Execution Timeout Expired. The Timeout period elapsed prior to completion of the operation or the server is not responding.

 

OR

 

The underlying provider failed on Open.

Integration overload:

  • Too many orders were attempted to import in a single request.
  • Too many orders with a large number of order lines were attempted to import in a single request.

Refresh the connection log after 10 minutes. If the same error appears at the top of the log or no new updates appear re-attempt importing the missing orders, products or customers.

Shopify product not found

The existing SKU in Shopify does not have a current established mapping with a product in Unleashed or it cannot create one, so the integration cannot successfully sync it. 

Common causes:

  • The SKU in Shopify has never had a mapping to Unleashed.
  • The SKU was previously mapped to a product in Unleashed but has been deleted or moved to a new record in Shopify, breaking the previous mapping.

If the Shopify SKU is new and does not exist in Unleashed as a product record, either

If the Shopify SKU exists in Unleashed as a product record, review your configuration's Product Synchronization setting and resolve as appropriate:

  • Product Synchronization: Disabled:
    • Go to the Manage Your Data tab
    • Select Import Products from Shopify to Unleashed.
    • Once the import is completed, re-attempt importing the order.

  • Product Synchronization: Shopify/Unleashed is Master:
    • Go to the Configuration tab
    • Disable the Product Synchronization and Create Missing Products in Unleashed settings and Save. 
    • Go to the Manage Your Data tab
    • Select Import Products from Shopify to Unleashed. 
    • Once the import is completed, re-attempt importing the order.
    • Go back to the Configuration tab 
    • Restore the previous Product Synchronization and Create Missing Products in Unleashed settings and Save.

NOTE: When you enable the Product Synchronization setting this will initially select Unleashed as master. If Shopify is due to be master you MUST select Shopify as Master before clicking on Save Configuration. If you do not select the correct master, your product details, images and prices in Shopify will be overwritten from Unleashed.

For more details, see Shopify Product Synchronization

Skipped import due to duplicate SKU found for Shopify Product Variant 

 

OR

 

The SKU of the variant (productcode) is duplicate. 

The Shopify SKU does not have a one to one mapping with Unleashed.

Common causes:

  • A draft and active product variant exist with the same SKU in Shopify
  • Multiple variants in Shopify have the same SKU

The Shopify SKU has an old mapping that needs to be re-established.

Common causes:

  • The Shopify SKU previously synced, but has since been deleted and re-added in a new variant record. 

Each Shopify SKUs must be unique across all and draft variants in Shopify to establish a mapping to it's matching product in Unleashed and successfully sync. To resolve a duplicate error:

If the error persists, follow the below:

  • Product Synchronization: Disabled:
    • Go to the Manage Your Data tab
    • Select Import Products from Shopify to Unleashed.
    • Once the import is completed, re-attempt importing the order.

  • Product Synchronization: Shopify/Unleashed is Master:
    • Go to the Configuration tab
    • Disable the Product Synchronization and Create Missing Products in Unleashed settings and Save. 
    • Go to the Manage Your Data tab
    • Select Import Products from Shopify to Unleashed. 
    • Once the import is completed, re-attempt importing the order.
    • Go back to the Configuration tab 
    • Restore the previous Product Synchronization and Create Missing Products in Unleashed settings and Save.
Shopify Product ID: A Mapped Unleashed Product ID: 0. Has the Unleashed product been deleted- try cleaning up deleted item mappings? 

The Shopify SKU does not have an up to date mapping with Unleashed.

  • The original Shopify SKU has been deleted.
  • The original Shopify SKU has been moved in Shopify.
Contact the Unleashed Customer Experience Team to re-map this product for you. Please provide the exact SKU referenced in the error message. 
Product import for variant default title(productcode) is skipped. Error: Could not create Shopify Product Variant ‘productcode’ in Unleashed, Setting ‘Create Missing Products in Unleashed’ is off.  Could not create the Shopify SKU as a product in Unleashed as the Create Missing Products in Unleashed configuration setting is disabled.
  • Go to the Configuration tab.
  • Enable the Create Missing Products in Unleashed setting
  • Save Configuration.

If the error was triggered from an order import, re-attempt importing the missing order, see How to import missing orders from Shopify.

If the error was triggered by adding a new Shopify SKU in Shopify, re-save the product in Shopify to re-attempt importing the individual SKU.

Failed to import product SKU (productcode). The integration could not sync or create the SKU with a product in Unleashed This error will usually appear with subsequent error messages with further details. Review the connection log for additional errors below this message to resolve or Contact the Unleashed Customer Experience Team.
Object reference not set to an instance of an object. The Shopify SKU has been deleted from Shopify before the order imported.  If a Shopify order does not have an active SKU (product variant) on order, it cannot import to Unleashed and the order will need to be manually created in Unleashed. For more details contact the Unleashed Customer Experience Team.
Customer ‘CustomerCode’ import is skipped. Error: Customer’s Code ‘CustomerCode’ is duplicated. In order to fix this, you would need to change the email address on the customer record in Shopify or Unleashed side to match, or change the Customer Code for the Customer in Unleashed.  The Customer in the Shopify order already exists in Unleashed but the names or email addresses do not match across both platforms and Unleashed cannot create a new unique customer
  • In Unleashed, update the existing customer record's contact email address to match the Shopify customer's details.
  • In Shopify, update the contact email address for the customer to match Unleashed's current contact details.
Order cannot be imported: Customer “Customer Name” does not have a valid email address The Customer in Shopify has not provided a valid email address for Unleashed to import or sync. 

Unleashed requires a unique and valid email address per Shopify customer in order to sync the customer successfully.

To resolve:

  • Update the customer in Shopify to provide a valid and unique email address.

OR

  • Go to the Configuration tab
  • Go to the Order Import Options setting.
  • Select the Use a single customer for all Shopify orders option.
  • Set a default Customer for Shopify orders to be created with in Unleashed.
  • Save Configuration.
  • Provide a valid email for Shopify orders without an email address provided, though the same email can be used across multiple orders and does not need to be unique. 

This option means that the Shopify orders import to Unleashed will import to a single customer in Unleashed and do not require a unique customer email address to import orders successfully. For more details, see Shopify Integration Setup

You cannot complete this shipment because line(s) 1 have ship quantity greater than the on hand quantity. The Sales Order and Shipment have been created in Unleashed from Shopify but the Shipment could not be Dispatched as there is not enough stock available in the Shipping Warehouse.
  • Increase the Shipping Warehouse's stock availability then dispatch the shipment in Unleashed.
  • Refresh the 'To Ship' quantity in the current shipment to dispatch the current availability. Create a another shipment for the in Unleashed for the Sales Order to dispatch the outstanding stock when it becomes available.

 

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