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Common reasons why orders aren't being raised into your accounting software.

Orders are not raised to your ERP System.

Issue:

Orders are not raised to your ERP System.

Solution:

There are a few reasons why your order may not be raised in your accounting system. The most common of these are below:

  • The order has not been paid for
    • If you’ve received payment and S2S has not processed the order, it’s possible the website’s webhook hasn’t sent us the payment update status
  • There is an issue with the order and it’s currently sitting in the failed queue
    • Navigate to the S2S queue and find the order on the left pane
    • Check the error message and retry the order if necessary
    • If this does not work, contact our support team
  • The order was cancelled
    • We received a “cancelled” status from your website for this order
    • We will not process an order with this status
    • If an order is raised to source and then cancelled, the order will need to be manually updated on your ERP
  • The website’s webhook is either inactive or missing:
    • Navigate to the webhook section in your website’s backend (location may vary depending on your platform)
    • Confirm that the S2S webhook is configured
    • The webhook URL should start with: https://api.stock2shop.com/v2-queue/order
    • If the webhook is missing, please contact our support team at support@stock2shop.com
    • If the webhook exists, ensure its status is set to Active (not Disabled or Paused)