ShipWave Channels

Troubleshooting sync issues

Common sync problems and how to fix them.

Listings not pushing

Symptoms: Listings stay in "draft" or "error" status after pushing.

Common causes and fixes:
  • Validation errors: Check the listing for validation messages. Fix missing required fields.
  • Category not set: Assign a marketplace category to the listing.
  • API rate limit: Wait and try again. Reduce bulk operation size.
  • Credentials expired: Reconnect the channel to refresh tokens.
  • Marketplace outage: Check marketplace status page. Wait and retry.

Inventory not syncing

Symptoms: Marketplace shows wrong inventory, or inventory doesn't update.

Common causes and fixes:
  • Auto-sync disabled: Enable "Auto-sync inventory" in channel settings.
  • Shopify webhook not firing: Check Shopify webhook settings under Apps.
  • Buffer/floor misconfigured: Review buffer/floor settings. A high buffer or floor can make it seem like inventory isn't updating.
  • Listing inactive: Only active listings receive inventory updates.
  • API error: Check sync logs for specific error messages.

Orders not importing

Symptoms: Marketplace orders don't appear in ShipWave.

Common causes and fixes:
  • Auto-import disabled: Enable "Auto-import orders" in channel settings.
  • No new orders: Import only pulls orders since last sync. If no new orders, nothing imports.
  • Credentials expired: Reconnect the channel.
  • Order already exists: Orders are deduplicated. Check if the order was already imported.
  • Marketplace API delay: Some marketplaces have delays in order API availability.

Tracking not pushing

Symptoms: Tracking number not appearing on marketplace order.

Common causes and fixes:
  • Cron hasn't run yet: Tracking pushes every 15 minutes. Wait or manually sync.
  • No shipment created: Ensure you actually created a shipping label in ShipWave.
  • Carrier not recognized: Check that the carrier is supported by the marketplace.
  • Order already fulfilled: Some marketplaces reject tracking if order is already marked fulfilled.

General troubleshooting steps

  1. Check sync logs: Go to the channel's sync logs for specific error messages.
  2. Test connection: Use the "Test Connection" button to verify credentials.
  3. Check marketplace status: Verify the marketplace isn't having an outage.
  4. Reconnect channel: If tokens are expired, reconnecting often fixes issues.
  5. Try manual sync: Trigger a manual sync to see if the issue persists.
  6. Contact support: If none of the above works, reach out with the error details.

FAQs

How do I know if it's a ShipWave issue or marketplace issue?
Check the sync log error details. If the error mentions the marketplace API, it's likely a marketplace issue. If it's a validation or processing error, it's on the ShipWave side.
Why do I see "rate limit exceeded"?
Marketplace APIs have usage limits. ShipWave handles rate limiting automatically, but very high-volume operations may hit limits. Wait a few minutes and retry.
Can I retry a failed sync?
Yes. Failed items are automatically retried on the next cron run. You can also trigger a manual sync.

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