How To: Report on failed Shopify Orders when using New Channels

Table Of Contents

Warning: The information in this article is only available if New Channels is enabled in your Khaos Control system.

If a Shopify order fails to import into Khaos Control, you can review the import log to identify the cause of the failure and take the appropriate action.

View Failed Shopify Imports

Type chan into the Command Window.
Double-click the relevant Shopify channel.

Open the [ Channel | Detail | Imports ] screen.
Set the Import Status filter to Failed.
Turn the traffic light filter green.
Click Refresh to populate the grid with the latest results.
Locate the failed order by searching the Order Ref column using the Shopify order number.
Review the Error field to see the reason the order failed to import.

Resolving Import Errors

Once you have identified the cause of the failure:

If you are unsure what the error means or how to resolve it, contact Support for assistance.
If you have corrected the issue that caused the failure, follow the steps in How To: Mark a Channels order for re-import to import the order again.

Important Information

Note: Only Shopify orders with a status of Paid or Authorised will be imported into Khaos Control.

If an order does not have one of these statuses, it will not be available for import until the status is updated within Shopify.

Troubleshooting Tips

When investigating failed imports:

Check the error message first, as this will usually identify the exact issue.
Confirm the order status in Shopify is Paid or Authorised.
Verify that any referenced customers, stock items and channel settings are configured correctly.
Re-import the order only after the underlying issue has been resolved to avoid repeated failures.

Using the import log is the quickest way to identify and resolve Shopify order import issues, helping ensure orders are successfully transferred into Khaos Control for processing.