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.

This issue is handled in [Release 5.9.0](https://docs.hotwax.co/integrate-with-hotwax/oms-release-versions/omsreleases)