If a transfer fails, the import/export journal displays an error message. The following table lists common error messages, their causes, and the appropriate solutions.
Tip
You can be notified by email about the status of the order import. To do so, set up a subscription on the System status page under Manage alarms > Create alarm. You select your integrations, the frequency, and whether you are notified about warnings and/or errors. See the article System Status.
The paths in the column Solution are abbreviated:
-
Workflows > Orders stands for Settings > Integrations > gear icon of your integration > tab Workflows > section Orders. The same applies to Workflows > Products, Workflows > Prices, and Workflows > Stocks.
-
General settings and Article assignment stand for the sub-tabs of the same name in the tab Configuration of your integration.
-
Journal stands for Automation > Journal. “Restart” means: Find the record in the journal and restart the transfer.
Error message |
Category |
Sales channel |
Cause |
Solution |
|---|---|---|---|---|
|
Shipping method "xxx" not found |
Orders |
All |
A correct assignment is missing for the shipping method "xxx". |
Workflows > Orders: In the section Shipping methods & delivery terms, check the Shipping methods assignment. Make sure the spelling is exact (uppercase/lowercase, spaces) and fill in all columns of the table. |
|
Payment method "xxx" not found |
Orders |
All |
A correct assignment is missing for the payment method "xxx". |
Workflows > Orders: In the section Payment methods, check the Payment method assignment. Make sure the spelling is exact and fill in all columns. |
|
"xxx" is empty and no default configured |
Orders |
All |
The sales channel did not transfer a payment method, shipping method, or sales channel, and no default is stored. |
Workflows > Orders: Check the default payment method, default shipping method, or default project. |
|
No billing address found |
Orders |
All |
The billing address is missing in the order. |
|
|
Customer could not be created. No name existent. |
Orders |
All |
During the order import, Xentral could not create the customer because no customer name exists. |
|
|
Customer could not be created. Address not complete. |
Orders |
All |
The address is incomplete. At least the street, city, or country is missing. |
|
|
Failed Xentral call (Code 400): Request payload validation failed. (Field name should be a non-empty string.) |
Orders |
All |
Address data is missing in the order, so Xentral cannot create the order. |
Make sure that a billing address with all required information is always available in the sales channel (last name, first name, street, ZIP code, city, country). For Shopify POS, create a default customer and store it in the integration. In Shopify, order data cannot be changed afterwards: Cancel the order in Shopify and create it again completely, or create it manually in Xentral (then without synchronization of the order status). |
|
Sales order already imported to Xentral |
Orders |
All |
An order with the same order ID is already in Xentral. Xentral does not import it again, so that no duplicates are created. |
No action required. The import was probably triggered again by mistake. |
|
No product with number "xxx" found |
Orders |
All |
The order contains at least one product that does not yet exist in Xentral. |
Create the product in Xentral. Make sure that the product number matches the SKU in the sales channel, otherwise check or add the external number. Then restart in the Journal. |
|
Product "xxx" was expected to be a discount product in master data, regular product found instead |
Orders |
All |
A product that is not a discount product is entered as the discount product. |
Workflows > Orders: Check the product number in the section Discounts. In the product under Details > Item options, activate the option Item is discount. |
|
Product "xxx" is not a shipping costs item |
Orders |
All |
A product that is not a postage item is entered as the shipping costs product. |
Workflows > Orders: Check the product number in the section Shipping costs. In the product under Details > Item options, activate the option Item is postage. |
|
Sales order (update) is older than 5 days. Manual import needed. |
Orders |
All |
The order could not be imported, for example due to missing information or settings. Xentral tries the import automatically for five days, after that only manually. |
|
|
Delta status could not be updated. No data entry found… |
Orders |
All |
Time delay in the feedback at the end of the transfer. The order is usually already imported. |
No action required. If in doubt, check the order in Xentral. |
|
Project to "xxx" not found. |
Orders |
Shopify, Shopware 6 |
A correct assignment to a project is missing for the sales channel "xxx". |
Workflows > Orders: In the section Project assignment, check the assignment of sales channel to project. Make sure the spelling is exact and fill in all columns. |
|
Project to 'gid://shopify/Publication/…' not found |
Orders |
Shopify |
The sales channel of the Shopify order is not assigned to a Xentral project. |
Workflows > Orders: Assign the sales channel to a project. Then restart in the Journal. |
|
No taxes configured |
Orders |
Shopify |
The sales channel does not transfer any tax information. |
Set up taxation in the sales channel. Alternatively, under Workflows > Orders in the section Taxes, activate the option Transfer exempt tax rate if tax information is missing. Xentral then applies 0% tax and does not output an error. |
|
Country "xxx" not found |
Orders |
Shopware 6 |
A correct assignment is missing for the country "xxx". |
Workflows > Orders: Check the Country assignment. Make sure the spelling is exact and fill in all columns. |
|
Sales order includes surcharges, but no default surcharge product is defined |
Orders |
WooCommerce |
No product is stored for surcharges. |
Workflows > Orders: Check the product number in the section Surcharges. |
|
Product with id "xxx" can not be updated due to update strategy "only create" |
Products |
All |
The configured update strategy only creates new products and does not update existing ones. |
Workflows > Products: Check the Update strategy. |
|
Product with id "xxx" can not be created due to update strategy "only update" |
Products |
All |
The configured update strategy only updates existing products and does not create new ones. |
Workflows > Products: Check the Update strategy. |
|
No product with productNumber "xxx" found in shop |
Products |
All |
Prices and stock levels can only be transferred if the product exists in the sales channel. |
Create the product in the sales channel or transfer it there. Make sure that the product number and SKU match, otherwise check or add the external number. Check whether the product should be in the product filter at all. See the article Product filter: rules for all integrations |
|
Product "xxx" is non-existent parent product |
Products |
Shopify |
Xentral does not transfer matrix products to Shopify individually, but always via the variants. The message appears if only the matrix product is transferred. |
Restart the matrix product in the Journal. Xentral captures it and then transfers all variants. |
|
Parent "xxx" of product "xxx" not exported yet. |
Products |
Shopify |
The matrix product must have been captured at least once before Xentral can create the variants in Shopify. |
Restart the matrix product in the Journal. |
|
Parent "xxx" of product "xxx" is not in filter |
Products |
Shopify |
For matrix products, both the matrix product and the variant must be in the product filter. |
Article assignment: Adjust the filter so that the matrix product is included. Alternatively, click on Synchronize products in the matrix product under Details > Online shop options. |
|
Variant has too few options |
Products |
Shopify |
The product has fewer options in Xentral than in Shopify, for example only "Size" instead of "Color" and "Size". |
Use the same options in both systems. Make sure the spelling is exact. |
|
Option value "xxx" does not exist |
Products |
Shopify |
The option values are named differently in Xentral and Shopify, for example S, M, L in Xentral and 36, 38, 40 in Shopify. |
Use the same option values in both systems. Make sure the spelling is exact. |
|
No price found for product "xxx" |
Prices |
All |
The price transfer is restricted to a customer group. |
Workflows > Prices: In the section Price selection, clear the field Customer or customer group. Xentral then transfers the standard price. |
|
No currency assignment |
Prices |
Shopware 6 |
A correct assignment is missing for the currency. |
Workflows > Prices: Check the Currency assignment. Make sure the spelling is exact and fill in all columns. |
|
No location assignments found |
Stock |
Shopify |
An assignment is missing for the warehouses. |
Workflows > Stocks: In the section Warehouse, check the Warehouse assignment and fill in all columns. |
|
No fulfillment order found in Shopify |
Order status & tracking |
Shopify |
Shopify needs a fulfillment order to create a delivery. Missing permissions or plug-ins can affect the standard behavior of Shopify. |
Check the credentials under General settings and, if necessary, generate a new token. Check the plug-ins in Shopify that affect the order and shipping process. |
|
No items to fulfill |
Order status & tracking |
Shopify |
The fulfillment order contains no items, or all items are already marked as shipped. |
No action required. The order should already be marked as shipped in Shopify. |
|
Could not access "xxx" |
All |
All |
A temporary connection disruption interrupted the transfer. |
Restart in the Journal. If the error persists, check the credentials under General settings. |
|
No suitable servers found |
All |
All |
A temporary connection disruption interrupted the transfer. |
Restart in the Journal. |
|
Connection timed out |
All |
All |
A temporary connection disruption interrupted the transfer. |
Restart in the Journal. |
|
Handshake failed |
All |
All |
A temporary connection disruption interrupted the transfer. |
Restart in the Journal. |
|
There were some errors in data bulk write |
All |
All |
A temporary write error in the database. The record has usually already been processed. |
Restart the affected order or product in the Journal. |
|
SQLSTATE: Integrity constraint violation: 1062 Duplicate entry |
All |
All |
Conflict with a duplicate entry in the database, for example with labels or a faulty product structure. |
Check the data for duplicates and clean it up, then restart in the Journal. |