Troubleshooting

Below are solutions to common issues sellers encounter. If your problem isn’t listed here, contact support with the details.

Products Not Importing

If your products aren’t appearing after connecting your store:

• Verify your integration is active and properly connected in the dashboard
• If using XML feed, check the feed URL is accessible and the format is correct
• If using a plugin, make sure the plugin is installed, activated, and up to date
• Ensure all required product fields exist in your source data (title, price, EAN)
• Large catalogs may take several hours — check back later before troubleshooting further

Products Cannot Be Activated

If the Activate button is unavailable or activation fails:

• Check for missing category mapping — products must have a mapped category
• Verify the product has a valid EAN barcode (13 digits)
• Confirm product weight is set — required for shipping calculation
• Ensure at least one product image exists
• Check that the product has a price set

Orders Cannot Be Confirmed

If you’re unable to confirm an order:

• Verify the product is still in stock and available
• Check that the product data is complete and correct
• If the issue persists, contact support with the order number

Shipping Label Issues

If you have problems with shipping labels:

• Make sure the order has been confirmed before trying to generate a label
• Check that your browser allows PDF downloads
• Try refreshing the page or using a different browser

Stock Not Syncing

If inventory levels seem outdated:

• Verify your store’s integration is still active and connected
• Check that stock quantities are updated in your source store
• For XML feeds, ensure the feed URL returns current data
• Plugin users should verify the plugin is running and not paused