Troubleshoot order synchronization between HotWax Commerce and Shopify for seamless order management.
Verification on Shopify:
Check Shopify to verify if the order is successfully placed by searching for the order ID. If not found, create the missing orders.
Run Order Import Job:
In the HotWax Commerce Job Manager app, navigate to the orders page and execute the New Orders job. This action ensures all recently created orders are imported into HotWax Commerce.
Check Shopify Jobs Section:
Go to the HotWax Commerce platform.
Access the EXIM section in the hamburger menu.
Navigate to the Shopify Jobs subsection.
Review MDM Jobs:
Under MDM (Master Data Management), locate the Shopify Order MDM job.
Inspect Failed Record:
Check the logs for this job to identify any failed records. You can also filter the failed records.
If failed records are found after the order has been placed till the Import Order job runs, open the associated file containing the JSON data. Match the Shopify order ID in the JSON data to verify it's the same order.
Identify Errors in the Failed Records:
Check for the event message in the failed logs. Orders may fail due to missing customer address or phone number.
Rectify any such issues on Shopify and download the orders again by navigating to EXIM > Shopify Jobs > Order management > Import Shopify Orders.
Enter the order ID and run the job to download the order again.
If the job fails due to technical errors, use logs to find out the reason for failure, non-technical users can use AI tools to decipher error messages.
If the problem still persists, connect with the HotWax Commerce support team for further assistance.
If you observe an order stuck in the created status for an extended period, it's advisable to examine the sales channel associated with the order. If the order originates from the web sales channel, consulting the Order Approval troubleshooting document can provide valuable insights into resolving the issue.
However, if the order originates from the POS channel, it's crucial to verify its status directly on Shopify. Occasionally, orders are marked fulfilled in Shopify after some time, but if the HotWax Commerce import job runs in the meantime, the order might be marked as fulfilled on Shopify but remain stuck in the created status within HotWax Commerce.
Log in to the Shopify admin portal and locate the specific order that requires updates.
Click on the Shopify Order ID to view orders on the Shopify Admin panel.
Review the order details to check the status of the order.
If the order is fulfilled in Shopify, follow these steps to mark the order completed in HotWax Commerce.
Access the View Sales Order page in HotWax for the identified order. Click on the "refresh order" button to initiate the order refresh process.
When the refresh button is clicked, HotWax generates a new version of the order and cancels the current one.
Go back to the View Sales Order Page and select "Completed" and "Canceled" statuses from the order status filter dropdown.
Verify that the new version of the order is created in HotWax and that it reflects the correct status from Shopify. The old version of the order will be marked canceled with the tag old version.
Troubleshoot inventory sync issues between HotWax Commerce and Shopify to ensure accurate inventory management and availability.
Scenario: Inventory Not Synced from HotWax Commerce to Shopify
Sometimes retailers may encounter inventory disparities between HotWax Commerce and Shopify Inventory. For instance, inventory may appear out of stock in Shopify despite being available in HotWax Commerce.
Check Job Status:
Navigate to the HotWax Commerce Job Manager App.
Locate the job named Upload recent inventory change. This job is responsible for updating all inventory changes in Shopify that have occurred in HotWax Commerce since the last time the job ran. If any inventory changes have been made after the last job execution, it is essential to run this job to ensure synchronization.
Ensure that the job is running. If not scheduled, schedule the job according to your preferred frequency.
You can also execute the Hard Sync job in HotWax Commerce. This job updates inventory for all the products irrespective of the inventory changes, eliminating any discrepancy between HotWax Commerce and Shopify. If inventory changes occurred before the completion of the last Upload recent inventory change job, execute the Hard Sync job.
Inspect Inventory Configurations:
Retailers can set rules such as safety stocks, thresholds, and exclude facilities to prevent overselling on Shopify. Follow these steps to verify the online ATP of the inventory that is being synchronized between HotWax Commerce and Shopify:
In HotWax Commerce, Go to Products > Find Products > Product Detail page > Product Inventory View page.
Check inventory configurations, including safety stocks, thresholds, reserved inventory, and excluded facilities.
Verify the online ATP of products on the inventory dashboard and make sure that the online ATP inventory count matches with the inventory in Shopify.
Check Online ATP in Inventory Dashboard:
Navigate to Shopify Admin Panel.
Go to Products > Product detail page.
Click on the variant of the product that requires inventory verification.
Verify Inventory Adjustment History:
Within the variant's inventory section, click on the adjustment history button.
Examine historical inventory adjustments. Ensure they reflect recent changes.
If historical changes display outdated records or no inventory records, proceed to the HotWax Commerce Job Manager App. If inventory changes occurred after the last execution of the Upload recent inventory change job, run the Upload recent inventory change job. Alternatively, if the changes happened before the completion of the last Upload recent inventory change job, execute the Hard Sync job.
Wait for a few minutes and revisit the inventory history on Shopify.
If the inventory is still not updated, and discrepancies persist, contact the HotWax Commerce support team for assistance.
Learn how to troubleshoot product synchronization issues between HotWax Commerce and Shopify for seamless inventory management.
Verification on Shopify:
Go to Shopify and verify if the products are available. If not, create the missing products.
Run Product Import Job:
In the Job Manager app, execute the Product Import job. This action ensures the products are imported into HotWax Commerce.
Check Shopify Jobs Section:
Navigate to the HotWax Commerce platform.
Access the EXIM section in the hamburger menu.
Go to the Shopify Jobs subsection.
Review MDM Jobs:
Under MDM (Master Data Management), look for the Create Update Shopify Products job.
Inspect Logs:
Check the logs for this job to identify any failed errors.
If errors are found, open the associated file containing the JSON data.
Identify Error Messages:
Examine the event message in the JSON file for specific error details.
If the error is related to Shopify, address it accordingly.
Import Orders:
Orders can be manually imported by selecting the Shopify config and adding the order ID in the
For technical errors, contact HotWax support for assistance. These steps ensure a systematic approach to addressing product availability issues, whether it's a Shopify or technical-related concern.
This issue typically happens when a product and its variants are not created simultaneously in Shopify. Here’s a detailed explanation:
Initial Product Creation: When the merchandising team creates a new product in Shopify without adding any variants, Shopify automatically generates a default variant.
Syncing with HotWax Commerce: HotWax Commerce has a scheduled job that syncs this new product from Shopify, including the default variant, into the HotWax Commerce system.
Adding Variants Later: If the merchandising team later updates the product in Shopify to add variants (e.g., sizes XS, S, M, L), new variants are created for sizes S, M, and L. However, the XS variant is updated rather than created as a new variant because Shopify considers it the original, default variant.
Syncing Variants with HotWax Commerce: Another scheduled job in HotWax Commerce handles syncing these product updates, including the newly added variants. The job successfully syncs new variants like S, M, and L.
The Issue with the Default Variant: The issue arises with the XS variant. Since Shopify treats it as the original default variant (and only updates it instead of creating a new one), HotWax Commerce does not recognize it as a new variant. As a result, the default variant (XS) is not properly updated in HotWax Commerce.
Current Limitation: The existing job in HotWax Commerce that syncs product updates does not handle this specific case, where a previously default variant has been updated instead of created as a new variant.
To prevent this scenario from happening in the future, the merchandising team can follow these steps:
Create All Product Variants at Once: The simplest way to avoid this issue is to ensure that all product variants are created in Shopify at the same time as the main product. This prevents the system from creating a default variant and ensures all variants sync correctly with HotWax Commerce.
Disable Product Sync Job Temporarily: If creating all variants in one go is not possible, the merchandising team can temporarily disable the job that synchronizes products from Shopify to HotWax Commerce while they are creating products. This will prevent incomplete or default variants from syncing prematurely.
Navigate to the Job Manager App in HotWax Commerce.
Locate the product sync job and temporarily disable it.
Re-enable the Sync Job After Product Creation: Once all product variants have been created and finalized in Shopify, the team should re-enable the product sync job. This ensures that all products, including their variants, are correctly synchronized into HotWax Commerce without any issues.
Return to the Job Manager App and re-enable the product sync job.
By following these steps, the team can avoid encountering this synchronization issue.
If certain products have not been synced from Shopify to HotWax Commerce, you can manually sync them using the HotWax Commerce admin panel. Follow these steps:
Access the EXIM Menu:
In HotWax Commerce, go to the EXIM (Export/Import) menu and select the option labeled Create Update Shopify Products`.
Choose Shopify Config and Enter Product IDs:
On the next screen, you will see an option to choose a Shopify Config. Select the appropriate config for your Shopify store.
Below this, you’ll find a text box where you can enter a single Shopify Product ID or a list of Shopify Product IDs, separated by commas.
Run the Sync:
After selecting the config and entering the product IDs, click the Run button. This will immediately start the synchronization process, pulling the selected products from Shopify into HotWax Commerce.
This issue arises when a new product is created in Shopify by cloning an existing product. Here’s a detailed explanation of how this can lead to synchronization problems:
Cloning Details: When a product is cloned in Shopify, it copies all details of the original product, including metafields. This process results in a new metafield ID for the cloned product.
Product Sync: When HotWax Commerce syncs the new product, it does not recognize or sync the metafields or the new metafield IDs created for the cloned product.
Product Update Issue:
A problem occurs when HotWax Commerce attempts to create a metafield for the cloned product in Shopify, but the metafield already exists. HotWax Commerce sends a request to CREATE a metafield in Shopify, as it does not detect any existing metafields for that product. This leads to an error, as the metafield already exists.
To ensure that the metafields of a cloned product are correctly synchronized in HotWax Commerce, the merchandising team can follow these steps:
Access the Job Manager App:
Navigate to the Job Manager App in HotWax Commerce.
Find the Import Metafields Job:
In the More Jobs section, locate the job labeled Import Variant Metafields from Shopify.
Run the Job:
Click the Run Now button to import the metafields from Shopify. This action will ensure that any metafields associated with the newly cloned product are properly synchronized.
By following these steps, you can manually sync metafields for cloned products that were not synced during the initial product import.
