Sync Fix Guide

Purpose

This guide helps you diagnose and resolve common integration sync issues between your ecommerce platform and EFS. Use this guide when orders aren’t flowing, tracking isn’t updating, or inventory isn’t syncing correctly.

1. Overview of Integration Syncing

What is “Syncing”?

Syncing is the automatic exchange of data between your ecommerce platform and EFS:

Order Sync:

• Orders flow from your platform → IS2 → FCP
• Occurs on schedule (typically every 30 minutes)

Tracking Sync:

• Tracking numbers flow from FCP → IS2 → your platform
• Occurs approximately 4 hours after shipment
• Updates multiple times per day

Inventory Sync:

• Inventory quantities flow from FCP → IS2 → your platform
• Occurs on schedule (hourly, daily, etc.)
• Optional feature (can be disabled)

How to Tell if Sync is Working

Order Sync Working:

• ✓ Orders placed in platform appear in IS2 Received Orders
• ✓ Orders transfer from IS2 to FCP as “Pending”
• ✓ Timeline: Within 30-60 minutes of order placement

Tracking Sync Working:

• ✓ Shipped orders show tracking in your platform
• ✓ Order status updates to “Completed”
• ✓ Timeline: 4-6 hours after shipment

Inventory Sync Working:

• ✓ Quantities in platform match FCP quantities
• ✓ Platform inventory decreases when FCP inventory decreases
• ✓ Timeline: Depends on sync schedule (hourly, daily, etc.)

How to Tell if Sync is Broken

Signs of sync problems:

• ✗ Orders placed but don’t appear in IS2 or FCP
• ✗ Orders appear in IS2 but not FCP (stuck in IS2)
• ✗ Orders show “ERROR” status in IS2
• ✗ Tracking numbers not appearing in platform after shipping
• ✗ Platform inventory doesn’t update despite sales
• ✗ Error messages in IS2 or platform

2. Quick Diagnostic Checklist

Run through this checklist before detailed troubleshooting:

☐ Step 1: Check Integration Status

1. Log into Integration Portal (IS2)
2. Go to your integration
3. Look for status indicators

Healthy integration shows:

• ✓ Order Sync toggle: ON (blue)
• ✓ Inventory Sync toggle: ON (blue) if using
• ✓ Last Sync timestamp: Recent (within sync schedule)
• ✓ OAuth Status: Connected (if OAuth integration)

Problem indicators:

• ✗ Toggles OFF (gray)
• ✗ Last Sync: Hours or days old
• ✗ OAuth Status: Disconnected or Expired
• ✗ Error messages on integration page

☐ Step 2: Check Recent Orders

1. In IS2, go to Received Orders
2. Look at orders from last 24 hours

What to check:

• Are recent orders appearing?
• What status do they show? (ACCEPTED, IMPORT ERROR, CANCELLED)
• Are there error messages?

☐ Step 3: Check Platform Settings

Verify platform-specific requirements are met:

Shopify:

• Products at app location?
• Automatic fulfillment enabled?

WooCommerce:

• Orders have “processing” status?
• API keys still valid?

Magento:

• OAuth tokens active?
• Order status correct?

Amazon:

• Orders are Seller-Fulfilled (not FBA)?
• Products in Cart Items list?

eBay:

• OAuth token not expired?
• Orders marked “Paid”?

☐ Step 4: Test with New Order

1. Place a test order in your platform
2. Wait 30-45 minutes
3. Check if order appears in IS2
4. Check if order transfers to FCP

This test tells you:

• Is the connection completely broken? (no orders flow)
• Is it a specific order issue? (test works, other orders don’t)
• Is there a delay? (order eventually appears)

3. Order Sync Issues

Issue: No Orders Coming Through

Symptom: Orders placed in platform aren’t appearing in IS2 at all.

Diagnostic Steps:

Step 1: Verify Order Sync is Enabled

1. Go to integration in IS2
2. Check Order Sync toggle
3. If OFF, turn it ON
4. Wait for next sync cycle

Step 2: Check Last Sync Time

• Find “Last Sync” timestamp
• If more than 2 hours old, sync may be stalled

Step 3: Check Platform Connection

For OAuth platforms (Shopify, Magento 2, BigCommerce, Amazon, eBay, Etsy):

1. Check OAuth status in integration settings
2. If “Expired” or “Disconnected”, re-authorize:
• Click “Request OAuth Handshake” button
• Log into platform
• Grant permissions again
3. Test with new order after re-authorization

For API Key platforms (WooCommerce, Magento 1, Volusion):

1. Verify API credentials are still valid
2. Check if API keys were regenerated in platform
3. If credentials changed, update in IS2:
• Edit integration
• Enter new credentials
• Save

Step 4: Platform-Specific Checks

Shopify:

• Products must be at app location
• Fulfillment requests must be made (automatic fulfillment enabled)
• App must be installed (check Apps section in Shopify)

Fix: See Shopify Setup Guide Section 4 (Moving Products to App Location)

WooCommerce:

• Check order status is “processing”
• Verify API keys haven’t been deleted
• Confirm permalinks aren’t “Plain”

Fix: Regenerate API keys if needed

Magento:

• OAuth tokens expire periodically
• Integration may need re-authorization
• Order status must match configured status

Fix: Re-authorize integration

Amazon:

• Products must be in Cart Items list
• Orders must be Seller-Fulfilled FBM (not FBA)
• OAuth tokens can expire

Fix: Add products to Cart Items, re-authorize

Step 5: Check History Setting

• Review “History” or “Order Age” setting
• If set to 3 days, orders older than 3 days won’t sync
• Increase if needed (but don’t exceed recommended limits)

Step 6: Force Sync

• Some integrations have “Sync Now” button
• Click to force immediate sync cycle
• Check if orders appear

Common Solutions:

Problem Found	Solution
Order Sync toggle OFF	Turn toggle ON
OAuth expired	Re-authorize integration
API keys invalid	Update credentials in IS2
Products not at correct location	Move products (platform-specific)
History setting too short	Increase history days

Issue: Orders in IS2 But Not FCP

Symptom: Orders appear in IS2 Received Orders but don’t transfer to FCP.

Diagnostic Steps:

Step 1: Check Order Status in IS2

1. Go to Received Orders
2. Find the order
3. Look at Status column

Status meanings:

Status	Meaning	Next Step
NEW	Received, queued for transfer	Wait 15-30 minutes
ACCEPTED	Successfully in FCP	Check FCP for order
IMPORT ERROR	Transfer failed	Read error message (Step 2)

Step 2: Read Error Message

If status is IMPORT ERROR:

1. Click “Details” to the right of the order
2. Read full error message
3. Note the specific error

Common errors and solutions:

Error: “Ship method not mapped”

• Cause: Shipping method from platform not mapped to EFS code
• Fix:
1. Note exact shipping method name from error
2. Go to Ship Maps section
3. Create mapping for that method
4. Order will retry on next sync (30 mins)

Error: “SKU not found” or “Invalid SKU”

• Cause: Product SKU in platform doesn’t match FCP
• Fix:
  • Update SKU in platform to match FCP, OR
  • Request to update SKU in FCP to match platform (Items may need to be relabeled)
  • Create SKU mapping in IS2 Cart Items
1. Note the SKU from error message
2. Check FCP: Client Info → View Items
3. Find correct SKU spelling

Error: “Address validation failed”

• Cause: Shipping address incomplete or invalid
• Fix:
  • Missing apartment number
  • PO Box with carrier that doesn’t deliver to PO Boxes
  • Invalid city/state/zip combination
  • Missing required fields
1. Review address in platform order
2. Look for issues:
3. Edit address in platform
4. Order will retry, OR manually enter in FCP with corrected address

Error: “Duplicate order number”

• Cause: Order number already exists in FCP
• Fix:
1. Check if order was already imported
2. Search FCP for that order number
3. If duplicate: Contact support

Error: “Customer information missing”

• Cause: Required fields missing (name, email, phone)
• Fix:
1. Edit order in platform
2. Add missing information
3. Order will retry automatically

Step 3: Manual Retry

Some integrations allow manual retry:

1. Find order in Received Orders
2. Look for “Retry” or “Resubmit” button
3. Click to attempt transfer again

Step 4: If Status is “ACCEPTED” But Not in FCP

1. Wait 30 minutes (processing delay)
2. Search FCP by:
• Order number from platform
• Customer name
• Date range
3. Check order status filter (show “All” statuses)
4. If still not found after 1 hour: Contact support

Issue: Orders Syncing Slowly

Symptom: Orders taking longer than expected to appear.

Normal Timing:

• Order placed → 30-60 minutes → Appears in IS2
• IS2 → 5-15 minutes → Appears in FCP
• Total: 35-75 minutes from placement to FCP

Delayed Timing Troubleshooting:

Check 1: Sync Schedule

• Review configured sync schedule
• If set to hourly, orders sync once per hour
• Change to 30 minutes or 15 minutes for faster sync

Check 2: Platform Performance

• Some platforms have API rate limits
• Shopify: No significant delays
• WooCommerce: Can be slow on shared hosting
• Magento 1: SOAP API is inherently slower

Check 3: Order Volume

• High order volume can cause processing delays
• Orders process in batches
• Peak times (Black Friday) may see longer queues

Check 4: Server Issues

• Check IS2 status page for known issues
• Verify your platform isn’t experiencing downtime

Solutions:

• Optimize sync schedule (shorter intervals)
• For Magento 1: Keep History setting at 5 days max
• For high volume: Contact Client Care about optimization
• For immediate needs: Use manual order entry in FCP

4. Tracking Sync Issues

Issue: Tracking Not Updating in Platform

Symptom: Orders ship from EFS but tracking numbers don’t appear in your platform.

Diagnostic Steps:

Step 1: Verify Order Actually Shipped

1. Log into FCP
2. Go to Orders → Search/Edit Orders
3. Find the order
4. Check status: Should be “Completed” (brown)
5. Verify tracking number exists in order details

If order hasn’t shipped: Tracking won’t sync. Check why order hasn’t shipped:

• Inventory issue?
• Order on hold?
• Backorder status?

Step 2: Check Timing

Normal tracking sync timing:

• Order ships → 4 hours → Tracking appears in platform
• Updates occur at :20 and :50 past the hour
• All orders shipped that day updated by end of business

If less than 6 hours since shipment: Wait longer before troubleshooting.

Step 3: Check Order Status in IS2

1. Go to Received Orders in IS2
2. Find the order
3. Check status

Status should be: COMPLETED If not COMPLETED: Tracking hasn’t been sent yet

Step 4: Check for Tracking Update Errors

1. In IS2 Received Orders, expand order details
2. Look for tracking update section
3. Check for error messages

Common tracking errors:

Error: “Order not found in platform”

• Cause: Order was deleted or modified in platform
• Fix: Manually add tracking to platform

Error: “Fulfillment already complete”

• Cause: Order manually marked fulfilled in platform
• Fix: Manual marking prevents automatic tracking sync

Error: “Permission denied”

• Cause: API permissions insufficient
• Fix: Re-authorize integration with correct permissions

Error: “Order locked”

• Cause: Order in editing state in platform
• Fix: Will retry; avoid editing orders after placement

Step 5: Platform-Specific Checks

Shopify:

• Check if fulfillment was manually created
• Verify app location is still connected
• Ensure app wasn’t uninstalled

Amazon:

• Check OAuth token hasn’t expired
• Verify order wasn’t canceled by buyer
• Confirm fulfillment latency hasn’t expired

eBay:

• Check OAuth token status
• Verify listing is still active
• Confirm order is still valid

WooCommerce:

• Check if order status manually changed
• Verify API keys still valid

Common Solutions:

Problem	Solution
Less than 6 hours since ship	Wait longer
Order manually fulfilled	Can’t auto-update; add tracking manually
OAuth expired	Re-authorize integration
Order deleted/canceled	Add tracking manually if needed
API permissions changed	Re-authorize with correct permissions

Step 6: Manual Tracking Entry

If automatic tracking won’t work:

Shopify:

1. Go to order in Shopify admin
2. Click “Fulfill items”
3. Add tracking number and carrier
4. Click “Fulfill”

WooCommerce:

1. Edit order
2. Add tracking note or use tracking plugin
3. Update order status to “Completed”

Amazon:

1. Go to order in Seller Central
2. Confirm shipment
3. Enter tracking number
4. Select carrier

eBay:

1. Go to order in Seller Hub
2. Click “Mark as shipped”
3. Add tracking details
4. Update

Issue: Wrong Tracking Number or Carrier

Symptom: Tracking updates but shows incorrect number or carrier.

Diagnostic Steps:

Step 1: Verify Tracking in FCP

1. Check FCP order details
2. Confirm tracking number is correct
3. Note carrier shown in FCP

Step 2: Compare to Platform

• Does platform show different tracking number?
• Does platform show different carrier?

Possible causes:

Multiple shipments:

• Order shipped in multiple packages
• Platform may show only first tracking number
• Check FCP for all tracking numbers

Tracking format issue:

• Carrier name mapping incorrect
• Example: “FedEx” vs “FEDEX” vs “FedEx Ground”

Update timing:

• Initial tracking sent, then corrected
• Platform may not update corrections automatically

Solutions:

• For multiple packages: Manually add additional tracking to platform
• For carrier name issues: Usually cosmetic, tracking link still works
• For corrections: Manually update platform if needed

5. Inventory Sync Issues

Issue: Inventory Not Syncing to Platform

Symptom: Inventory changes in FCP don’t reflect in your platform.

Diagnostic Steps:

Step 1: Verify Inventory Sync is Enabled

1. Go to integration in IS2
2. Check Inventory Sync toggle
3. If OFF, turn it ON
4. Wait for next sync cycle

Step 2: Check Products Are Activated

1. Go to Cart Items in IS2
2. Find products that should sync
3. Check Status column

Status should be: ACTIVE (green play button) If inactive: Click play button to activate

Step 3: Check Sync Schedule

• Review configured inventory sync schedule
• If “daily”, inventory only updates once per day
• Check Last Sync timestamp

If sync is overdue:

• Last sync more than 2x schedule indicates problem
• Example: Schedule is hourly, but last sync was 4 hours ago

Step 4: Verify SKU Matching

1. Check product SKU in platform
2. Check product SKU in FCP
3. Must match exactly (case-sensitive)

Mismatch = no sync

Step 5: Check Platform Limitations

Platforms that DON’T support inventory sync:

• Squarespace (API limitation)
• ShipStation (manage in source platforms)
• InfusionSoft (one-way only)
• PayPal Shopping Cart (limited functionality)

If using one of these: Manual inventory management required

Step 6: Manual Inventory Sync

1. In IS2, find “Sync Inventory Now” or “Force Sync” button
2. Click to trigger immediate sync
3. Wait 5-10 minutes
4. Check platform inventory

If sync works manually but not automatically:

• Sync schedule may not be configured
• Save integration settings again to activate schedule

Common Solutions:

Problem	Solution
Toggle OFF	Turn Inventory Sync ON
Products not activated	Activate each product in Cart Items
SKU mismatch	Update SKU in platform or FCP to match
Sync schedule not set	Configure schedule and save
Platform doesn’t support	Manage inventory manually

Issue: Inventory Syncing Wrong Quantities

Symptom: Inventory updates but shows incorrect quantities.

Diagnostic Steps:

Step 1: Verify Source Inventory in FCP

1. Go to Client Info → View Items in FCP
2. Find product
3. Check “Good” 

Only “Good” inventory syncs to platform.

Calculation:

• Total inventory = Good + Hurt + Allocated
• Platform shows = Good inventory only

Step 2: Check for Multiple Locations

Shopify:

• Inventory syncs to app location only
• Check you’re viewing correct location

Magento 2 (MSI):

• Inventory syncs to specified source
• Verify correct source configured

Step 3: Check Sync Timing

Inventory sync isn’t real-time:

• FCP inventory: 100 units at 2:00 PM
• Order ships: 99 units at 2:15 PM
• Platform updates: 99 units at 3:00 PM (next hourly sync)

Between 2:15 and 3:00, platform shows old quantity.

This is normal and expected.

Step 4: Check for Manual Platform Changes

• Did you manually adjust inventory in platform?
• Manual changes are overwritten on next sync
• EFS → Platform is one-way only

Best practice: Don’t manually adjust inventory if sync is enabled

Common Issues:

Observed Problem	Actual Cause
Platform shows less than FCP Total	Allocated inventory subtracted (correct)
Platform shows old quantity	Sync hasn’t run yet (wait for schedule)
Quantity keeps resetting	Manual changes overwritten by sync
Platform shows more than FCP	Hurt inventory incorrectly included? Contact support

6. Platform-Specific Sync Issues

Shopify Sync Issues

Issue: “Fulfillment request not found”

• Cause: Product not at app location
• Fix: Move products to app location (Shopify Setup Guide Section 4)

Issue: Orders not requesting fulfillment

• Cause: Automatic fulfillment not enabled
• Fix: Settings → Checkout → Enable “Automatically fulfill”

Issue: App location disappeared

• Cause: App uninstalled or disconnected
• Fix: Reinstall EFS Shopify app

Issue: Inventory syncing to wrong location

• Cause: Multiple locations configured
• Fix: Verify syncing to app location only

WooCommerce Sync Issues

Issue: “Consumer Key invalid”

• Cause: API keys regenerated or deleted
• Fix: Generate new API keys, update in IS2

Issue: Orders stuck in “pending payment”

• Cause: Status set to pull “processing” orders only
• Fix: Change order status in WooCommerce or adjust IS2 setting

Issue: Permalinks error

• Cause: Permalinks set to “Plain”
• Fix: Settings → Permalinks → Select any option except Plain

Issue: REST API disabled

• Cause: API access turned off
• Fix: WooCommerce → Settings → Advanced → REST API → Enable

Magento Sync Issues

Issue: “Access denied” error

• Cause: OAuth permissions insufficient
• Fix: Re-create integration with correct API permissions

Issue: Orders very slow to sync

• Cause: Magento 1 SOAP API is slow, or History setting too high
• Fix: Keep History at 5 days max for Magento 1

Issue: Inventory not syncing (Magento 2 MSI)

• Cause: Wrong inventory source configured
• Fix: Update “Inventory Source” in IS2 integration settings

Issue: “WSDL URL not found” (Magento 1)

• Cause: URL incorrect or missing trailing slash
• Fix: Verify WSDL URL format: https://yourstore.com/index.php/api/v2_soap/index/

Amazon Sync Issues

Issue: Orders not pulling

• Cause: Products not in Cart Items list
• Fix: Add products as custom cart items in IS2

Issue: FBA orders syncing (shouldn’t be)

• Cause: Filter not configured correctly
• Fix: Verify integration only pulls MFN orders

Issue: “Invalid marketplace”

• Cause: Wrong marketplace region selected
• Fix: Update marketplace region in integration settings

Issue: OAuth token expired

• Cause: Tokens expire periodically
• Fix: Re-authorize integration through IS2

eBay Sync Issues

Issue: “Token expired”

• Cause: OAuth tokens expire (typically 18 months)
• Fix: Click “Request OAuth Handshake” to re-authorize

Issue: Orders not pulling

• Cause: Custom SKU not set in listings
• Fix: Add Custom SKU to listings (not Item Number)

Issue: Wrong marketplace orders

• Cause: Multiple marketplaces, wrong one configured
• Fix: Create separate integration for each marketplace (US, UK, etc.)

BigCommerce Sync Issues

Issue: “Store hash invalid”

• Cause: Store hash changed or incorrect
• Fix: Re-copy store hash from API settings, update IS2

Issue: “Client ID invalid”

• Cause: API credentials regenerated
• Fix: Generate new API credentials, update IS2

Issue: Orders stuck in wrong status

• Cause: Status names don’t match configuration

Fix: Verify “Order Status to Pull” matches your store’s status names exactly

7. Advanced Troubleshooting

Checking Network Connectivity

Test if IS2 can reach your platform:

1. In Integration Portal, find connection test feature (if available)
2. Or check Last Sync timestamps across multiple integrations
3. If all integrations down: May be IS2 server issue

Contact support if: All integrations failing simultaneously

Reviewing Integration Logs

Some integrations provide detailed logs:

1. Go to integration in IS2
2. Look for “View Logs” or “Activity Log” link
3. Review recent sync attempts
4. Look for patterns in errors

Log information helps identify:

• Specific products causing issues
• Time-based problems (daily at 2 PM)
• Rate limiting issues
• API changes from platform

Testing with Postman (Technical)

For API-based integrations, test API access:

WooCommerce example:

1. Use Postman or similar tool
2. Test REST API endpoint: https://yourstore.com/wp-json/wc/v3/orders
3. Include authentication (Consumer Key/Secret)
4. Verify API responds correctly

If API test fails: Problem is with platform API, not EFS integration

If API test succeeds: Problem is with EFS integration configuration

Comparing Working vs Non-Working

If some orders sync but others don’t:

Create comparison chart:

Working Order	Non-Working Order	Difference
Ship method: GROUND	Ship method: Express	Ship method not mapped
SKU: ABC-123	SKU: XYZ-789	XYZ-789 not in FCP
Address: Complete	Address: Missing Apt	Address validation

This identifies patterns to fix systematically.

Temporarily Disabling Features

Isolate problems by disabling features:

1. Turn OFF inventory sync
2. Test if orders sync correctly
3. If yes: Problem is with inventory sync
4. If no: Problem is with order sync

Re-enable features after identifying issue.

8. Preventing Future Sync Issues

Regular Maintenance

Weekly checklist:

• ☐ Review Received Orders log for errors
• ☐ Spot-check that recent orders flowed correctly
• ☐ Verify tracking updates are working
• ☐ Check Last Sync timestamps are recent

Monthly checklist:

• ☐ Review ship method mappings (any new methods?)
• ☐ Check OAuth token expiration dates
• ☐ Test with actual order
• ☐ Verify inventory sync accuracy
• ☐ Review any error patterns

Quarterly checklist:

• ☐ Review integration settings for changes needed
• ☐ Update API credentials if approaching expiration
• ☐ Document any workarounds implemented
• ☐ Consider upgrading to better integration if available

Monitoring and Alerts

Set up notifications:

• Enable email notifications in FCP for order issues
• Set calendar reminders for OAuth token expiration
• Use platform notifications for API changes

Track metrics:

• Order flow rate (orders per day)
• Sync success rate (% without errors)
• Tracking update rate (% orders with tracking)
• Average sync timing

Identify trends:

• Are errors increasing?
• Is sync getting slower?
• New error types appearing?

Documentation

Maintain integration documentation:

• Platform credentials location
• Integration settings used
• Ship method mappings
• Known issues and workarounds
• Contact information for support

Update when:

• Settings change
• New issues discovered
• Workarounds implemented
• Platform updates occur

Communication

Notify team members:

• When making integration changes
• If sync issues detected
• Before platform upgrades
• When testing that might affect live orders

Coordinate with EFS:

• Major platform updates
• Anticipated high volume periods
• Integration changes planned
• Persistent issues discovered

9. When to Contact Support

Contact Support If:

Immediate issues:

• ✓ All orders stopped syncing suddenly
• ✓ Critical orders need manual intervention
• ✓ Integration completely broken
• ✓ OAuth re-authorization not working

Ongoing issues:

• ✓ Same error repeating despite fixes attempted
• ✓ Sync progressively getting slower
• ✓ Tracking consistently not updating
• ✓ Inventory sync showing impossible quantities

Technical issues:

• ✓ API credential problems
• ✓ Platform API changes
• ✓ Integration features not working as documented
• ✓ Need assistance with advanced configuration

How to Contact Support

Support Ticket (Recommended):

1. Log into FCP
2. Go to Client Info → Support
3. Create new ticket
4. Title: “Sync Issue – [Platform Name] – [Brief Description]”

Include in ticket:

• Platform name (Shopify, WooCommerce, etc.)
• Integration name in IS2
• Specific error messages (copy exact text)
• Screenshots of errors in IS2
• Example order numbers affected
• Timeline (when did issue start?)
• Steps already attempted to fix
• Urgency level

Example good support ticket:

Title: Sync Issue – Shopify – Orders Not Pulling Since 11/14

Description:
Platform: Shopify
Integration Name: MainShopifyStore
Issue Started: November 14, 2025 around 2:00 PM
Last Successful Sync: November 14, 2025 at 1:30 PM

Problem: Orders are being placed in Shopify but not appearing in IS2
Received Orders log.

Error Messages: None visible in IS2

Example Orders Not Syncing:
– Order #1001 placed at 2:15 PM
– Order #1002 placed at 3:00 PM
– Order #1003 placed at 4:30 PM

Steps Already Tried:
1. Verified Order Sync toggle is ON
2. Checked Last Sync timestamp (shows 1:30 PM, hasn’t updated)
3. Verified products are at app location
4. Confirmed automatic fulfillment is enabled
5. Placed test order (Order #TEST-001) – also didn’t appear

OAuth Status: Connected
Products: At app location
Fulfillment: Automatic enabled

Request: Please investigate why sync stopped at 1:30 PM and help
restore order flow.

Urgency: High – orders are piling up without fulfillment

Phone Support:

• Phone: 1-866-922-6783 (Press 2)
• Use for urgent issues requiring immediate attention
• Have integration details ready

Email:

• Email: [email protected]
• Include same information as support ticket

10. Sync Issue Quick Reference

Orders Not Syncing → Check:

1. ☐ Order Sync toggle ON?
2. ☐ OAuth/API credentials valid?
3. ☐ Platform-specific requirements met?
4. ☐ Last Sync timestamp recent?
5. ☐ Test order works?

Orders in IS2 Not in FCP → Check:

1. ☐ Order status (NEW, ACCEPTED, ERROR)?
2. ☐ Error message details?
3. ☐ Ship method mapped?
4. ☐ SKU exists in FCP?
5. ☐ Address valid?

Tracking Not Updating → Check:

1. ☐ Order actually shipped? (6+ hours ago?)
2. ☐ Order status COMPLETED in IS2?
3. ☐ Order manually fulfilled in platform?
4. ☐ OAuth token valid?
5. ☐ Tracking errors in IS2?

Inventory Not Syncing → Check:

1. ☐ Inventory Sync toggle ON?
2. ☐ Products ACTIVE in Cart Items?
3. ☐ SKUs match exactly?
4. ☐ Platform supports inventory sync?
5. ☐ Last Sync timestamp recent?

11. Common Error Messages Reference

Order Sync Errors

Error Message	Cause	Solution
“Ship method not mapped”	Shipping method not in Ship Maps	Create ship mapping
“Invalid SKU”	SKU doesn’t exist in FCP	Add SKU to FCP or fix spelling
“Duplicate order number”	Order already exists	Check if already imported
“Address validation failed”	Address incomplete/invalid	Edit address in platform
“Customer information missing”	Name/email/phone missing	Add required information
“OAuth token expired”	Authentication expired	Re-authorize integration
“API credentials invalid”	API key wrong or deleted	Update credentials
“Insufficient inventory”	Not enough stock	Add inventory or fulfill what’s available
“Invalid ship method code”	Ship method code not recognized	Use valid EFS shipping code
“Malformed address”	Special characters or format issue	Clean up address data

Tracking Update Errors

Error Message	Cause	Solution
“Order not found”	Order deleted/modified in platform	Add tracking manually
“Fulfillment already complete”	Manually marked fulfilled	Can’t auto-update; already done
“Permission denied”	Insufficient API permissions	Re-authorize with correct permissions
“Order locked”	Order being edited	Will retry automatically
“Platform API timeout”	Platform slow/down	Will retry automatically
“Order canceled”	Customer/platform canceled	No action needed

Inventory Sync Errors

Error Message	Cause	Solution
“Product not found”	SKU mismatch or product deleted	Verify SKU matches
“Inventory management disabled”	Platform doesn’t track inventory for product	Enable inventory tracking
“Permission denied”	Insufficient API permissions	Re-authorize integration
“API rate limit exceeded”	Too many requests	Reduce sync frequency
“Invalid quantity”	Negative or impossible quantity	Check FCP inventory for issues

12. Additional Resources

Integration Setup Guides:

• Shopify Setup Guide
• Amazon Integration Guide
• WooCommerce/Magento/BigCommerce Guide
• API Integration Guide (for developers)

Alternative Order Methods:

• Bulk Upload CSV Guide
• FCP Quick Reference (manual entry)

Platform Documentation:

• Shopify: https://help.shopify.com
• WooCommerce: https://woocommerce.com/documentation
• Magento: https://docs.magento.com
• BigCommerce: https://support.bigcommerce.com
• Amazon: https://sellercentral.amazon.com/help

EFS Resources:

• Integration Portal: https://integration.efulfillmentservice.com
• Support Site: http://support.efulfillmentservice.com
• FCP: Your Fulfillment Control Panel login

Support Contact:

• Support Ticket: FCP → Client Info → Support
• Email: [email protected]
• Phone: 1-866-922-6783 (Press 2)
• Client Care: Your Account Specialist

13. Final Troubleshooting Tips

Start simple:

• Check toggles and settings first
• Verify basic connectivity
• Test with new order
• Then move to complex diagnostics

Document everything:

• Save error messages
• Take screenshots
• Note what you’ve tried
• Record when issue started

Don’t make multiple changes at once:

• Change one thing at a time
• Test after each change
• Know what fixed the issue

Use test orders liberally:

• Test is cheap (just shipping cost)
• Provides immediate feedback
• Helps isolate issues
• Cancel after testing if needed

Ask for help early:

• Don’t spend days troubleshooting
• Support has seen similar issues
• Quick resolution is better than frustration
• No question is too basic

Keep backups:

• Maintain CSV upload as backup method
• Don’t disable integration until replacement working
• Have manual process documented

Remember: Most sync issues have simple solutions. Follow the diagnostic steps systematically, and don’t hesitate to contact support when needed. Integration issues are common and usually resolved quickly.