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Shopify ecommerce errors troubleshooting

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If you experience issues with orders not being imported into Unleashed or missing product SKUs, please navigate to the Connection Log tab of your Shopify e-commerce Hub.

Here you can filter by Log Level: ERROR and Store Name to review any errors associated to orders or products for a specific Shopify store.

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If you need to re-import Missing orders, go to the Manage your Data and filter by date to look for any missing orders (we would recommend you filter by one week at the time) OR type in the order you'd like to re-import. Once done, click on 'Import' and go back to the Connection Log for any updates.

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Here is a list of the most common errors:

Error Code 

Cause 

Fix 

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

System overload - too many orders imported at once 

Refresh this page after a short wait OR you may have to attempt re-importing these orders via the "Import Missing orders" option within the Manage your Data tab in the Shopify e-commerce hub store. Please reduce the number of orders attempting to import to facilitate this process.

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

System overload - too many orders imported at once 

Refresh this page after a short wait OR you may have to attempt re-importing these orders

The underlying provider failed on Open. 

System overload- too many orders imported at once 

Refresh this page after a short wait OR you may have to attempt re-importing these orders

Shopify product not found 

The product has been deleted, edited or moved in Shopify, essentially breaking the mapping between Unleashed and Shopify. So whilst the previous mapping still exists the new one can't be established or replace the original. 

Check this product still exists in Shopify; if so, to fix this whether you have Unleashed or Shopify as master follow these steps:

1.In your Shopify e-commerce's Configuration tab disable "Product Synchronization" and "Create missing products" (if originally ON) options; 

2. Go to "Manage your Data" tab and click on "Import of Products from Shopify to Unleashed" to map any existing SKUs in Shopify with their matching Product record in Unleashed and thus resolve the mapping issue. 

3. Review the Connection Log for any updates

4. Go back to your Configuration and turned back ON the "Product Sync" and "Create Missing Products" (if originally on) as it was before and click on "Save Configuration".

IMPORTANT: When you turn the Product Sync back ON this will automatically select Unleashed as master, therefore, if you have Shopify as master you MUST select Shopify as Master on the Product Sync before clicking on "Save configuration". If you don't do this you'll be having Unleashed overriding your Shopify products!

If you don't feel confident in performing the above OR if you are still having mapping issues, please contact the Unleashed Customer Experience Team for help

Skipped import due to duplicate SKU found for Shopify Product Variant 

The product has been edited or moved in Shopify, or the same SKU has been used for a product and its variants. 

Each product and product variant MUST have a unique SKU corresponding to a unique product code record in Unleashed. Check for any duplicate SKUs in your Shopify store (follow this link to find out how to check for duplicate SKUs in your Shopify Products List) and once updated follow the same steps given above for the "Shopify product not found" error message OR contact the Unleashed Customer Experience Team to re-map the product for you.

Shopify Product ID: A Mapped Unleashed Product ID: 0. Has the Unleashed product been deleted- try cleaning up deleted item mappings? 

The product has been deleted, edited or moved in Shopify, essentially breaking the mapping between Unleashed and Shopify. 

Contact the Unleashed Customer Experience Team to re-map this product for you. Please provide the exact SKU associated to the Shopify Product ID for us to remap. 

You cannot complete this shipment because line(s) 1 have ship quantity greater than the on hand quantity. 

The order and Shipment have been created (via a manual import) but the Shipment could not be Dispatched/Completed as you don’t have the products in stock. 

Bring the products into stock, Dispatch/Complete the Shipment. Occasionally, you may need to refresh the 'To Ship' quantities on the Shipment transaction in Unleashed to be able to dispatch your order.

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 import this Shopify variant product as the Configuration setting ‘Create Missing Products in Unleashed’ is turned off. 

Turn setting ‘Create Missing Products in Unleashed’ ON, Save Configuration, and retry importing products from Shopify into Unleashed. 

(If you have Shopify OR Unleashed as master and the 'Create Missing Products' turned OFFthen the Import action will not create any new products. It will solely look to link any products that already exist in both systems. If you have Product sync and Create Missing Products both turned OFF, it means there is no automatic process enabled for the products to link up.)

The SKU of the variant (productcode) is duplicate. 

There is a duplicate or this is the duplicate product. 

Re-name or delete the duplicate in Shopify and retry. 

Failed to import product SKU (productcode). 

Cannot import this product. 

Check the error logs for any different error messages, if no error messages Contact the Unleashed Customer Experience Team. 

Error: Skipped import due to duplicate SKU found for Shopify Product Variant (....). 

There is a duplicate or this is the duplicate product. 

Re-name or delete the duplicate in Shopify and retry. 

Object reference not set to an instance of an object. 

This product may have been deleted in Shopify, or be a duplicate, or have been edited/moved. 

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. 

This Customer is a duplicate Customer- meaning that some or all details match two different Customers 

Change the email address in the customer record in Shopify or in Unleashed to match 

Order cannot be imported: Customer “Customer Name” does not have a valid email address 

This Customer record is not associated to a valid email address 

Email addresses are unique ID used to connect each customer record between Shopify and Unleashed; customers must have a valid email address for the order to be imported successfully into Unleashed. This error is triggered if the “Create an order and a customer based on each Shopify order” option is selected under the Order Import options section in your Shopify e-commerce Configuration settings. If you don’t have an email address for your customer, you can add a dummy email and re-import the order again. OR you can choose the “Use a Single Customer for all your Shopify orders” instead and create one single customer record in both systems. (please note - you would still need a valid email address with this option but can add a dummy email address as per above).

 

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