Troubleshooting Checklist

If you run into problems, go through this checklist:

• Are your product SKU codes unique (no duplicates) and properly matched? Check that SKUs haven’t been changed in one place but not the other (this will cause errors).
• Run a product reset by clicking the button near the bottom of your IDA Connect dashboard.  This will attempt to re-match products between your Shopify store and The Iconic. Note that a product reset can take up to one hour and will temporarily pause all other IDA Connect processes. 
• Have you checked when your sync cycle will run?  The sync is not instantaneous.  
• Are you, your staff or your 3PL changing orders in Shopify AFTER it has been received from the sales channel (this will cause errors).
• Have there been any changes to the affected order in your sales channel after IDA Connect has sent it to Shopify?
• Is the carrier information properly matched (are the carrier codes correct in both channels?).  Note that Shopify and The Iconic use different codes for the same carrier. Also note that The Iconic does not accept "OTHER" as a shipping carrier. See the help article 'Fulfilment Errors' for more information.
• Have you checked there are no spaces or other dis-allowed characters in tracking numbers?
• Is the email address on your IDA Connect account correct?
• Check that any products you have deleted from Shopify have also been removed from Seller Center.
• Check that old product listings have not been reused or recycled for new products, without also performing a product reset. 

Other errors:

Accidentally creating 2 IDA Connect accounts that integrate the same stores (this causes duplicate orders to be created).

See also the knowledge base articles on Oversells, Fulfilment Errors, Negative Stock Levels and Product Resets.