Troubleshooting: Orders Not Syncing from Channels

Troubleshooting: Orders Not Syncing from Channels

If orders from a sales channel (such as eBay or Shopify) are not appearing in WMS360, work through the following checks.

Check 1 — Channel is Active

Go to Channels > available-channel (route: /clients/channels/available-channel).

Confirm the relevant channel's Toggle Switch is enabled and the Active Status shows as on. If the channel is toggled off, orders will not be pulled.

Check 2 — Channel Authentication

A channel connection can expire if credentials are revoked or an OAuth token lapses. On the Channels page, check whether the channel shows an error state. Re-authenticate if prompted.

Check 3 — Product is Assigned to the Channel

Orders can only be matched to WMS360 catalogue entries if the product is assigned to that channel. In the product view page (Catalogue > Active Catalogue > View Product), confirm the channel appears in the product's channel assignments (set under the Channels tab when editing the catalogue entry).

Check 4 — Unmatched Products

Go to Inventory > Unmatched Products. This section lists incoming order lines that WMS360 could not match to a catalogue entry. Items appear here when the channel SKU or product identifier does not match any variation in your catalogue.

Resolve by mapping the unmatched product to the correct catalogue variation.

Check 5 — Order Search

On the Orders page (Order > list), use the search bar to look for the specific order number. It may have synced but have an unexpected status — use the Status filter to check across all statuses including Hold and Cancelled.

Check 6 — Channel-Specific Pages

For channels with dedicated sidebar entries (LTS, GoGroopie, Groupon, Shopify, Wowcher), check the channel-specific page for any error messages or sync status indicators.