Troubleshoot your WooCommerce Integration

Lesson 12 of 12 8 min read

Diagnose the problems WooCommerce Integrations most often hit, from missing orders and SKU errors to lost tracking and overwritten products.

When something goes wrong, the fastest fix comes from knowing where to look. This lesson gives you a diagnostic routine and then walks through the problems WooCommerce Integrations meet most often, with the setting or step that fixes each one.

Your diagnostic tools

The Document summary screen. Open a Document from its list and click the magnifying glass.
Logs. The Logs button on the summary screen explains why a Document failed.
Source Data. The SOURCE DATA button shows the original WooCommerce data the Document was built from. From there you can download or copy it, see its logs, and reprocess, complete or cancel it.

Source Data screen with download, copy and logs buttons — Operations on the Source Data screen

Problem: orders aren't arriving in Supply Lens

Work through these in order:

Is the Integration enabled? Check Activation on the tile.
Is statusesToImport empty, or missing the order's status? Empty means nothing is imported.
Is requireDatePaid on, and is the order unpaid? Orders without a paid date are skipped.
Was the order created before setupDate? Older orders aren't imported.
Are webhooks set up? Without them, orders wait for the next scheduled run.
Is the connection working? See the next problem.

Problem: the Integration can't connect

Usually credentials have expired, been revoked or are wrong.

Confirm Activation is Enabled.
In WooCommerce, check the API key still exists and hasn't been revoked, and that the Supply Lens user still has the Shop Manager role with Read/Write access.
If the key has been regenerated, update the Integration with the new Client Key and Client Secret.

Problem: "A product with Id '00000000' or code 'ABC' does not exist"

A SKU on the order doesn't match any Product in your inventory system, so Supply Lens has held the order rather than create a wrong one.

Open the held order from Sales → Orders.
Check the Logs to find the unrecognised SKU.
If the SKU doesn't exist in your inventory system, add it, matching exactly what WooCommerce sends.
If it exists in a different format (for example WIDGET-001 versus Widget001), correct one side or add a cross-reference in Supply Lens.
Reprocess the order from the Document screen.

Tip

If many orders fail on the same SKU, fix it in your inventory system once, then reprocess all the affected orders together.

Problem: the order is in Supply Lens but not in the other system

Status Ready: the Mapping is set to manual. Run the Mapping or the target Integration.
Status Failed: read the Logs, fix the cause and reprocess.
No Mapping, or Mapping disabled: check a Mapping exists from WooCommerce to the target for this Document type, that it's enabled, and that Automatic is on.
Target Integration disconnected: check it's enabled and has no authentication errors.

Reprocessing won't create duplicates

If Target Data already exists for the same Integration and reference, reprocessing fails instead of creating a second copy. To deliberately resend, set the existing Target Data to Cancelled first.

Problem: orders look incomplete or different from WooCommerce

Bundles instead of components, unexpected SKUs or changed lines usually mean a plugin changed the order after Supply Lens imported it. Contact Support to apply an import delay.

More symptoms and their usual causes

Symptom	Check
Discount applied twice	A coupon type in `couponTypesToProcess` already reduces line prices
Guest orders on the wrong customer	`guestPartyId`, and whether `alwaysSetDefaultCustomerId` is on
Orders rejected for a missing identifier	`continueIfCustomerIdentifierMetaDataMissing` is `false`
Delivery notes missing	`storeCustomerNoteInShippingInstructions`
Tracking not on orders	Shipment Mapping exists; Shipment Tracking extension enabled if `useShipmentTracking` is `true`
Whole stock update fails	`failOnMissingProducts` is `true` and a product isn't in the store
Product names or descriptions overwritten	Add those fields to `disabledFieldMappings`
Unwanted new products in the store	Turn on `updateOnly`; or keep `defaultStatus` as `draft` so new products are not published until reviewed
Product import fails with an error	An invalid `variationNameFormat`, such as an unclosed brace
Credit fails its total check	Investigate the mismatch before considering `disableExpectedPayableTag`

When to contact Support

If the problem persists, email the Support Team at support@supplylens.co.uk with the Document ID and the Integration ID from the tile.

Fernbrook's first Monday

On Monday morning, three weekend orders are Failed. The Logs show SKU CANDLE-FIG isn't recognised: marketing launched a new candle in WooCommerce over the weekend, but nobody added it to Unleashed. Priya adds the product to Unleashed with the same SKU and reprocesses all three orders together. They go through to Unleashed straight away.

Recap

Start with the Document summary, its Logs and its Source Data.
Missing orders: check activation, statusesToImport, requireDatePaid, setupDate, webhooks and the connection.
SKU errors: fix the SKU or add a cross-reference, then reprocess.
Ready means a manual Mapping; Failed means read the Logs.
Reprocessing won't create duplicates. Contact Support with the Document and Integration IDs.

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