Troubleshooting Integrations

Learn more about how to solve issues with your Integration connections.

We'll cover:

• Why are some of my products not imported?
• Why are some of my orders not importing?
• Why isn't my current stock level being imported into Craftybase?
• I have duplicate products after importing
• My Integration token is revoked. What should I do?

Why are some of my products not imported?

If you cannot locate one or more of your listings from an import, this may be due to your products having identical SKUs and/or titles. Here are some suggested steps to take:

• The initial import will attempt to find an existing product with the same SKU and/or title and, in this case, automatically associate the listing with this product. To see if the missing listing is associated with the wrong product, navigate to your product page and select the Listing tab. Here, you can view all listings associated with the current product. From there, if you find your listing and you would like to move it from this product to a different one, you can follow the process outlined here:  How do I move a Listing to a new Product?
• If you cannot find the listing this way, use the search bar on your Listings page. Enter the Listing ID via the search box on the right-hand side of the page and click search. This should return to the listing you are trying to locate.
• If you still need help locating your Listing, please feel free to contact our support team; we'll be happy to investigate further. Please provide Listing IDs for your missing items, and we can help you find them faster.

Why are some of my orders not importing?

If you find some orders have yet to be imported from your Integration, the first thing to do is to see if it was an error with a prior import. You can see your full import status list by following the instructions below:

1. Go to your Integrations page within your settings.

2. Select the Integration for which you are missing orders.

3. Click on the Imports tab 

4. You will see a list of all imports. From here, you can scroll through to see if any have a Failed status 

5. If you see a failed import, you can run another manual import to see if it fixes the issue by following these steps: Can I manually import from an integration?

Why isn't my current stock level being imported into Craftybase?

It's important to note that Craftybase does not directly import your stock numbers from your sales channels.

This is because we don't yet know:

1. how this stock arrived in your inventory;
2. how much it costs you to produce and;
3. If you have the same stock listed on multiple channels

As 1 and 2 are required to calculate your inventory value and COGS, it's important that they are entered incorrectly.

The best way to get your initial numbers in place quickly and accurately is to follow the Setting your Starting Inventory wizard. This will guide you through confirming your inventory start date, connecting your integrations (if you haven't already done so), and importing your starting stock numbers and costings.

I have duplicate products after importing.

Once you have initially imported from your connected Integrations, the next step is to merge your products so that you only have one representing each of your products. 

This only needs to be done once: the merge process will move across all external references, so the next time you import, the system will know which Craftybase product to link your orders and fees to.

My Integration token is revoked. What should I do?

Most Integrations will only authorize an integration for so long, and when that authorization expires, Craftybase cannot fetch information. To fix this, you will need to reauthorize the token.

If you click on the name of your shop, you can see the connection status.

You only need to click "Reauthorize," and your Integration will become active again. 

Need more help?

If you still have no luck, please get in touch with our support team; we'll investigate further!