Why are changes made to my orders after they're placed missing in Supply Lens?
Fix order changes not appearing
Orders can reach Supply Lens before apps such as bundle tools have finished changing them. Here's how to spot it and fix it with an import delay.
About 3 min
With webhooks, Supply Lens imports an order the moment your store creates it. If your store runs apps that change orders after they're placed (expanding bundles, replacing SKUs, adjusting lines or applying fulfilment rules), Supply Lens can pick up the order before those apps have finished. An import delay fixes this.
Before you start
Look for the signs. Orders in Supply Lens show:
- a bundle product instead of its individual items
- missing or unexpected SKUs
- product names that don't match your store
- differences from the order in your store
Steps
- Confirm it's timing. Open the Document, then its source data from the links menu. If the source data itself shows the bundle or the old SKU, your store sent the early version of the order.
- Ask for an import delay. Contact the Support Team. An import delay is set on the Integration's settings and makes Supply Lens wait a set time before importing each order. Support will coordinate it with you.
- Fine-tune while testing. Try a few test orders and adjust the delay until Supply Lens gets the final version every time. The right delay depends on how much processing your store does.
- Deal with orders already affected. Check each one, edit it to the correct lines if needed, then reprocess it.
Check it worked
New orders in Supply Lens match the final order in your store, with individual items rather than bundles and the SKUs your apps set.
If something goes wrong
- Some orders still arrive early. Ask Support to lengthen the delay.
- The source data matches your store, but the Document doesn't. It isn't a timing problem. Contact the Support Team with the Document ID.