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View Full Version : One specific BigCommerce order did not import into ShipRush Web, how to troubleshoot?



eallen
07-30-2015, 07:09 AM
We import orders from BigCommerce into SR Web. Imports import all the time, except we just had one order that won't import. We can see the order on BigCommerce, and it's status is Awaiting Fulfillment. As far as we can tell, there's nothing special about it.

How can we troubleshoot this? Can we force it to import into SR Web? Can we check a log to see why it's not importing?

SYSOPS
07-30-2015, 07:25 AM
Can you let us know what order # you're having the issue with? We can take a look at our logging to see if anything is being captured.

SYSOPS

eallen
07-30-2015, 07:38 AM
It's order 2255

SYSOPS
07-30-2015, 08:25 AM
How old is that order? Could you tell us the date that order was placed in BigCommerce?

Thank you,
SYSOPS

SYSOPS
07-30-2015, 08:48 AM
We are investigating this, Case 47272

Thank you,
SYSOPS

eallen
07-30-2015, 08:58 AM
It says "1st May 2015", and the current status is Awaiting Fulfillment. Our shipping person was processing orders, and she saw order 2240 get imported but not 2255. 2240 is from 21st Apr 2015.

eallen
07-31-2015, 09:07 AM
I received this reply via email, but it didn't appear on the thread "Off the top, I believe that orders that far back will not be imported by SR... The SR motto is to stay current with recent orders. It does not pay attention to orders from the distant past."

So,

Order 2240 was from April 21, 2015 and was imported
Order 2255 was from May 1, 2015 and was not imported

As far as we can tell, the orders have similar statues, etc. Why was one imported and the other one was not?

We've been using ShipRush Web for a while now. I think these orders would have been imported back when they were created in the distant past.

SYSOPS
07-31-2015, 09:10 AM
We are investigating this, Case 47272

Disregard the prior response, it was deleted as it wasn't germane to the issue.

Thank you,
SYSOPS

SYSOPS
07-31-2015, 01:08 PM
We have resolved the issue you were seeing and order 2255 is now available in ShipRush.

Thank you for your patience as we worked through the issue.

SYSOPS

eallen
08-13-2015, 06:30 AM
Any developments on this?

SYSOPP
08-13-2015, 12:23 PM
Our understanding is that this issue is closed.

If there is anything open, can we ask that you please call in to ShipRush CS and ask for senior support?

(And if you have a case # on this, please reference the case -- thx!)

Thanks!

eallen
08-13-2015, 01:33 PM
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