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Troubleshoot: Syncing Volusion orders

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If you are missing some or all of your Volusion orders, we have you covered! We've found that there are a few common reasons why Volusion orders don't sync. Read through these troubleshooting tips for more details and quick solutions.

Is your Volusion store connected to ShippingEasy?

Volusion requires that account passwords are changed every 90 days. When your Volusion admin password changes, this also changes your Volusion API URL.  ShippingEasy cannot connect to your Volusion store until your API URL is updated. Learn more.

Are your orders in a status that will sync with ShippingEasy?

Depending on how you have configured your accounts, ShippingEasy can sync all, some, or none of the following statuses:

  • New
  • Awaiting Payment
  • Ready to Ship
  • Partially Shipped
  • Processing

Within ShippingEasy, you can choose which of these statuses will automatically sync. Find out which statuses you have selected to sync for your account.

Then in Volusion, orders must be in one of the statuses that you selected to sync for the API to recognize the order. Any orders in a status that does not sync will be ignored.

You can change Order Status in Volusion within the Volusion Control Panel, on the Orders: Process Orders tab. For any order you would like to sync, go to the Order Status column and edit the order status from the drop down to one that you have selected to sync in ShippingEasy.

OrdersDropdown.png

Have you recently made changes to your custom fields within your Volusion checkout? 

Volusion saves custom shopping cart configurations to a unique file on their server. When a change to you shopping cart is made, the file also needs to be updated. Otherwise, orders containing outdated or new field data will not be read by the API. Please delete the Orders.xsd file from your Volusion FTP, then "Sync with Store" in ShippingEasy to update the file and pull in the orders. Learn how.

Did you just connect your store to ShippingEasy and have orders older than 14 days old?

Orders present when first integrating that are older than 14 days will not sync. These will need to be processed manually.  Learn more.

Basic and higher accounts may want to reach out to ShippingEasy support, via the email, call or chat links in the top left corner of the app, for guidance if there are too many orders to practically enter manually.

Has your account been inactive or have you disabled automatic order downloads?

If your account has been idle for 21 days on our Starter plan or 14 days on one of our paid plans (Basic and above), we will turn off the automatic order download option on your store. Learn more about changes made to inactive account.

Likewise, you can choose to turn off your automatic order downloads. Doing so gives you maximum control over when ShippingEasy syncs your orders. Learn more about disabling automatic order downloads.

If your automatic order downloads has been turned off, you can manually sync your orders that were placed since ShippingEasy last downloaded your orders. From the ORDERS page, just click the Sync with Store button. Within 20 minutes, your missing orders will sync. 

 


Related articles:

What are API credentials?
Toubleshoot: Syncing Volusion orders
How to use ShippingEasy with Volusion
How to: Remove Volusion orders from ShippingEasy
What is FTP and how does it relate to Volusion Custom Fields?

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