Shopify retailers can capture additional crucial order details through metafields. When HotWax Commerce enters a retailer’s Shopify ecosystem, it becomes the source of truth for all order-related information.

HotWax Commerce stores these metafields as order attributes enabling Shopify retailers to conveniently provide necessary order information to accounting systems for accurate financial reporting. For example, customer identification CustomerID and designated delivery location Municipio are crucial attributes for one of our clients.

If orders do not have all valid order attributes, the orders remain in “created” status and these orders can not proceed with the fulfillment process. By using the missing order attribute report, you can find out which orders have a missing order attribute.

Scenario 1: Order Missing Metafields in OMS

To ensure consistency between HotWax Commerce and Shopify, verify if an order has the Order Metafields in Shopify. Typically, the attributes will sync automatically later.

If an order in Shopify has meta fields that are missing in OMS, it could be due to one of the following:

Import Order Metafield Job Not Running: The job responsible for importing metafields might not be running. Ensure that this job is scheduled and operating correctly in HotWax Commerce

Check Job Scheduling in NiFi: Verify that the job responsible for importing metafields and placing them on SFTP is scheduled and functioning as expected in NiFi.

Verify SFTP Import in OMS: Ensure OMS is properly configured to import metafields from SFTP.

Manual addition of meta fields in OMS should be considered only if the above checks are confirmed and the issue persists.

Note: If manual addition is necessary, ensure correct spelling and format when adding tags in OMS.

Scenario 2: Order Missing Metafields in both OMS and Shopify

If an order metafield is missing from Shopify and the OMS, it's crucial to investigate the root cause. This may involve identifying issues such as the metafield not being available due to order-related problems.

For example, if the Riskified or Signified approved tag is missing in Shopify, the order contains high or medium fraud risk. There is a high chance that you will receive a chargeback on this order.

In such cases, CSRs have to manually verify the orders and add the attribute in the Order Attribute section on the Order View page.

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.

Objective

This document aims to provide a clear, concise, and solution-focused guide to diagnose and resolve issues related to order import duplications in HotWax Commerce. The desired outcome is to ensure the successful and error-free import of orders, avoiding duplicate jobs and ensuring smooth operations.

Context

HotWax Commerce can face order import duplication issues, particularly when the system goes down during scheduled import jobs. If the system is down for a period during which multiple import jobs are scheduled, all pending jobs might run simultaneously upon the system's recovery, leading to duplicate order imports. This document outlines the scenarios where this issue might occur and provides step-by-step processes to diagnose and resolve these issues.

Scenarios

1. System Downtime with Scheduled Order Import Jobs

   • The system goes down during scheduled order import jobs.

   • Upon recovery, all pending jobs run simultaneously.

   • Result: Duplicate orders are created.

Preventive Measure

Set the Schedule Now Parameter to False

To prevent simultaneous execution and duplicate orders, ensure the Schedule Now parameter is set to False when scheduling order import jobs. This setting ensures jobs run sequentially.

Diagnostic and Resolution Steps

Scenario 1: System Downtime with Scheduled Order Import Jobs

Initial Checks

1. Verify if the Issue Exists

   • Check the system logs to identify any periods of downtime.

   • Verify if multiple import jobs were scheduled during the downtime.

   • Identify if duplicate orders have been created by checking order statuses and attributes.

Example

• If the job runs every 5 minutes and the system is down for 10 minutes, verify that all pending jobs did not run at the same time upon recovery.

Diagnostic Steps

1. Identify and Remove Duplicate Orders

   • Verify Duplicate Orders

     • If the system was down for a significant duration and meanwhile multiple jobs may run, retailers must manually identify duplicate orders by checking for identical Shopify IDs.

     • Identify orders stuck in the "Created" state, as only one order will have order attributes saved for approval.

   Example

   Copy

   Order ID: 12345, Shopify ID: 98765 - Approved
   Order ID: 12346, Shopify ID: 98765 - Created

2. Move Duplicate Orders to General Ops Parking

• Open the relevant duplicate orders

• Navigate to the Items section and click on the Move items to parking text.

• Select general ops parking and click on save to move the item to general ops parking.

1. Cancel Orders

• Navigate to the Sales Orders page

• Filter by Facility: General Ops Parking.

• Identify the duplicate orders and click to open the order details page

• Click on the Cancel button on the top to cancel the orders

Ensure orders are not manually approved by the CSR and fulfillment is not started. If fulfillment of the order is started, manually reject the order before cancellation. { % endhint %}

This guide provides solutions to diagnose and resolve problems associated with order management, ensuring smoother order processing and greater accuracy in order management.

In HotWax Commerce, all orders are initially marked as "Created" after being downloaded. Orders can be auto-approved using a scheduled job called Approve Orders, which checks the approval status of Shopify orders based on parameters set by Shopify merchants. The job runs at a default frequency of 30 minutes and approves orders once all necessary details and required references are established.

Clients may have varying approval processes, such as requiring customer IDs or payment verification tags. If the job is stuck in the "Created' status", it could be due to missing or incorrect order attributes.

Scenario 1: Missing Order Attribute

Orders may not get approved if essential attributes are missing. For instance, some clients may require specific information such as a customer ID or Municipio ID. If these attributes are missing, the approval job cannot verify and approve the order, causing it to remain in the 'Created' status. For detailed instructions on how to add missing order attributes, refer to our troubleshooting documentation

Scenario 2: Incorrect Order Attribute

Another common issue is the presence of incorrect order attributes. This could mean that the required information is either incomplete or inaccurately entered, which can prevent the order from being approved. For example, incorrect municipio ID can lead to approval failures.

This troubleshooting guide aims to address issues where orders remain stuck in the fulfilment app even after completion or incorrectly appear as created on the find sales orders page when they are completed or approved.

Issue Scenario

HotWax Commerce utilizes Solr, an open-source enterprise-search platform, to index product orders and other data within its system. The order details page retrieves data directly from the database, while the find order detail page relies on Solr for rapid data retrieval. Solr inconsistencies can lead to discrepancies in displayed information across these pages and apps.

Troubleshooting Steps

1. Resolving Order Status Discrepancies:

• If an order remains in the created or approved status on the find sales orders page, while it's marked as completed in the OMS:

  • Navigate to the order details page and click on the reindex button located near the top of the page, next to the refresh button. This action will index the order correctly.

  • If the issue persists, follow these steps:

    • Go to the settings section, scroll down in the hamburger menu, and select the search admin page.

    • Locate the index operations section at the bottom of the page, which includes the following four boxes:

      • Create order indexes

      • Create product indexes

      • Create user login indexes

      • Create OISGIR indexes

For more details, kindly refer to this documentation.

2. Correctly Indexing Orders on the "Find Order Details" Page:

• Navigate to the Find Order Details page where you can manage order indexing.

• Click the Create Order Index button to initiate the indexing process.

• A modal window will appear. Enter the order ID associated with the order you want to index.

• After entering the order ID, click the Create Order Index button within the modal window to accurately index the order.

• If no values are entered in the field, all available data will still be indexed automatically.

3. Addressing Fulfillment Issues:

• Click the Create OISGIR Index button if an order is encountering fulfillment difficulties.

• In the modal window that appears, enter the order ID associated with the order facing fulfillment issues.

• Once the order ID is entered, click the Create OISGIR Index button. Providing only the order ID is sufficient to generate its index; filling out all fields is not necessary.

When an order fails to import from Shopify to HotWax, it typically does not appear in the OMS, and an error is logged in the EXIM Import record for Shopify orders in HotWax Commerce. Several factors can contribute to these errors, such as incompatibility of exported data, API endpoint issues, or the absence of required meta fields during order processing. A report titled The Shopify Order Import Error Report details these failures, outlining specific errors generated by the system. These errors can usually be resolved by the following steps:

Scenarios and Steps to Resolve

Verification: Check if the order is available in HotWax Commerce

• Navigate to OMS: Log in to OMS.

• Check Order: Search the order on the OMS find order page to verify if the order is already available in OMS.

Scenario 1: Order Not Available in OMS

Step 1: Re-import the Order by ID in OMS

1. Log in to OMS: Use your username and password to log in to Hotwax Commerce OMS.

2. Navigate to the Import Section:

   • Go to MDM > EXIM in from the hamburger menu.

   • Navigate to Shopify Jobs and select Import Shopify Order under the Order Management tab.

3. Re-import the Order:

   • Select the Shopify config and enter the Shopify Order ID.

   • Run the job by clicking the Run button.

4. Verify Successful Import:

   • To verify the order's successful import, go to MDM > EXIM.

   • Navigate to Shopify Jobs and click on Shopify Order MDM under the MDM tab.

Scenario 2: Order Fails to Import After Re-import Attempt

1. If the order still fails to import, troubleshoot the import failure by checking the error logs in the EXIM Import record for detailed errors. Some possible failure reasons are:

   • Connection timeout.

   • Transaction is empty.

   • Valid fields are missing in order JSON.

2. Identify the issue's source, determining if it originates from Shopify, the integration process, or HotWax Commerce.

3. If the cause remains unclear, reach out to HotWax Commerce support, providing them with the error logs for efficient troubleshooting.

Question

Why does the order status on the "Find Order" page show as "created" even though the order is already approved?

Reason

This discrepancy is likely due to an issue with Solr indexing, which can occur if the Solr instance was down when the order status was updated.

Solution

To resolve this issue, follow these steps:

1. Reindex the order by going to the order detail page and clicking the reindex button just below the order ID.

2. Verify that the order status has been correctly updated on the find order page in the OMS.