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Troubleshooting FAQ: Vendor Shopify Integration

The Shopify integration for Duoplane vendor accounts is a very popular feature which allows retailers to send orders to their vendor as a Shopify order in the vendor's store. While quite simple to set up, this feature is advanced with many optional settings. 

If you are a vendor and would like to set up your Duoplane vendor account to receive orders from your retailer directly to your Shopify store, please read through the setup article first >> Connect a Duoplane Vendor Account to a Shopify Store

 

Troubleshooting FAQ

  1. I have already added the integration — how do I access the settings again?
    You can return to the Shopify integration settings by going to the setup URL >> https://app.duoplane.com/vendor_integrations/shopify

  2. I would like an explanation of what each option does — where can I find this information?
    The settings menu page itself has a brief explanation of what each setting does. Detailed explanations can be found on the setup guide page here. 

  3. Orders are coming through as the wrong customer (e.g. the same initial customer's name each time) — how do I fix this?
    The Shopify integration works in a way that Duoplane acts as one customer profile in your Shopify to import the orders. If the first order you received from your retailer came through with the customer name "Customer Lastname", for example, your Shopify might set up the customer profile to use that name every time. We recommend creating a customer record in Shopify that you would like to use to represent all the incoming Duoplane orders from that vendor so they will be labeled correctly. Instructions for how to create and link a Customer ID in Shopify are in the guide here. 

  4. Why is the product price set to 0.00?
    In the event there is no SKU in the vendor's Shopify catalog matching the vendor SKU in Duoplane as assigned by the retailer, Duoplane will create a custom line item. It does this because the order still needs to be created so Duoplane will still write the ordered SKU down, but Shopify doesn't know the equivalent product to match in their platform and since it's a custom/new product the price will be set to 0.00 by default.

    Important: There must be a value for the product's vendor_sku for it to be picked up by the vendor's Shopify store. If you have a case where the retailer_sku is completed but the vendor_sku is not, the vendor_sku will need to be added for the product.

    This can also happen if the vendor has more than one SKU in their Shopify catalog that matches the vendor SKU in Duoplane. To fix this, review the vendor SKUs in Duoplane to make sure they are an exact 1:1 match with the vendor's Shopify.

    Note: This will only occur if the "Item price to use" setting is configured to "the price in my Shopify store" and not "the wholesale cost on the PO" because in the instance of a mismatched product it will not be able to locate the price the vendor's Shopify store to use.
  5. The tracking link isn't working — how do I fix this?
    As long as order processing is enabled in the Shopify integration, inputting the tracking and carrier in Shopify should import that information into Duoplane. Once imported, if Duoplane recognizes the carrier, it will create a custom link with a pre-defined URL prefix. In cases where the carrier is "Other", unknown, or has no pre-defined URL prefix configured, Duoplane will not be able to create a working, clickable link.

    Customer carriers must be configured on the retailer's end. More information on custom carriers and adding pre-fixes for tracking URLs can be found in this article. 

  6. The purchase order in Duoplane isn't sending to the vendor
    This could be caused by a number of different reasons, but in most cases it is related to a customer ID being set up incorrectly, and feeding incomplete data to your vendor's Shopify store as a result. mceclip0.png

    You can learn more about what this option does in this setup article, but in order to troubleshoot issues here you would first need to look and see if there's any issue noted on the PO itself in a red text box which might note there is incomplete customer information. If it is an issue with customer information, it might be pointing to an error with the customer ID in Shopify.

    Recommended steps would be to make sure the customer information is fully completed on your vendor's Shopify's side, for the customer ID listed in the settings. If there is still a problem, removing the customer ID option might also resolve the issue.

  7. Why isn't the shipping cost coming over with the rest of the tracking information from my vendor's Shopify to Duoplane invoicing?
    The API has a limitation on what data can be shared, and it does not expose the 'shipping cost' to Duoplane for us to record—we aren't granted access to this information by Shopify, however, there are two recommended options to work around this:

    A) Use a shipping cost template in Duoplane to set shipping automatically, or
    B) Set orders to be created as drafts in your vendor's Shopify, where they can then manually add a shipping fee before converting the draft to a regular order

  8. Why is the order in my Shopify showing_dpx_order_item_id?
    This shows on every line item for orders created by Duoplane, and is there to help us identify which items shipped when we get fulfillment information back.

    Please note any line item beginning with an underscore ("_") is considered a hidden property and is used for internal tracking codes. It is normal to see this and required for Duoplane to do its job.
  9. Why isn't the shipping method showing in the vendor's Shopify order?
    This may be configured by the retailer by confirming the "Display shipping service" setting is set to "Yes". This setting is available in the retailer's account on a global level or vendor level in the wholesale vendor settings.
  10. Why do I see a 403 Forbidden Error "Service is unavailable" when sending a purchase order?
    If a 403 error is being given on the retailer side when trying to send a PO to the vendor's Shopify, with a specific error message "service is unavailable", the vendor may be on a Shopify plan that does not include order creation as part of the feature set. The vendor would either need to upgrade to a Shopify plan that allows order creation, or select an alternative method of receiving POs from Duoplane, like email or FTP.

  11. My vendor marked a digital item as fulfilled in their Shopify, why isn't the order marked as complete in Duoplane?
    In Duoplane shipments mean literal shipped items, so by default we require tracking to be submitted with record of the shipment in order for the order to be marked as fulfilled in Duoplane. This is the case whether the line item itself is set as a "digital good" or not.

    This behavior can be changed on a vendor-level in the vendor's wholesale settings. The option to "Require tracking" should be set to "No". This way, when the vendor marks an order complete in their Shopify without tracking, Duoplane will still accept the shipment and mark the item as fulfilled in Duoplane.