> For the complete documentation index, see [llms.txt](https://docs.hotwax.co/documents/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.hotwax.co/documents/retail-operations/orders/additional-oms-order-workflows/troubleshooting/error-in-order-json.md).

# Error Due to Incorrect JSON

## Objective

This document provides a comprehensive guide to diagnose and resolve synchronization issues related to order import errors caused by special characters in notes and incorrectly formatted email fields.

## Common Scenarios

1. Order import fails in HotWax Commerce OMS due to special characters in the "Note" field. Such as 🌟 👍 😊 or miscellaneous characters.
2. Order import fails in HotWax Commerce OMS due to incorrectly formatted email addresses. Such as name#example.com or name@#example.com, etc.

**Common Error Messages:**

* "Rollback called in Entity Engine SQLProcessor java.lang.Exception"
* "E-mail address not formatted correctly, must be like: name\@domain"

## Step-by-Step Troubleshooting Process

### Verify If Issue Exists

1. **Access OMS:**
   * Navigate to HotWax Commerce OMS and log in with your user credentials.
   * Go to the `MDM` page from the hamburger menu and click on `EXIM` > `MDM` > `Shopify order mdm`.
   * Check the Import Results in the `Shopify order mdm` page for any failed records.
2. **Check Shopify Logs:**
   * Review Shopify Plus logs or feeds for specific error messages related to the failed import.

### Diagnose the Issue

1. **Identify Failed Order:**
   * Find the order that failed to import by looking at the error messages in OMS.
2. **Download JSON File:**
   * Append `/json` to the order URL in Shopify to download the JSON file of the failed order.
3. **Inspect "Note" and "Email" Fields:**
   * Open the JSON file and locate the note key. Check for any special characters, emojis, or miscellaneous symbols.
   * Locate the email key and verify that the email address follows the standard format (e.g., name\@domain).

### Resolve the Issue

1. **Remove Special Characters and Correct Email Format:**
   * Edit the JSON file to remove any special characters from the note field.
   * Correct the email address to adhere to the standard format.
2. **Save Edited JSON:**
   * `Save` the changes made to the JSON file.
3. **Re-import Order:**
   * If an error is resolved within the job execution time (generally 15 minutes), the import order job should automatically import the order.
   * Otherwise, manually import the order by navigating to `MDM / EXIM` > `MDM` > `Shopify orders mdm`, select Shopify Config, upload your JSON or CSV file using the Upload File field, and run the job.
4. **Verify Successful Import:**
   * Ensure the order is successfully imported without errors.

By following these detailed steps, you can effectively troubleshoot and resolve synchronization issues between HotWax Commerce and Shopify, ensuring a smooth and error-free order import process.

{% hint style="success" %}
This issue is handled in \[Release 5.9.0]\(<https://docs.hotwax.co/integrate-with-hotwax/oms-release-versions/oms-release-versions>)
{% endhint %}


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