Troubleshooting Integrations

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

We'll cover:

Troubleshooting Guide

This helpful guide will walk you through some troubleshooting steps to get your imports working as expected.

Why are some of my products not importing?

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?

Since we don't know how you wish to account for your historical stock increases, we don't automatically calculate your current stock on hand from information on any external Integration. This means that some of your products will have negative quantities on first imports. 

This shows you how much you'll need to increase your stock to account for your previous historical sales of each product. How you account for the historical stock depends on a few factors: for more information on approaching your starting inventory, please see our ebook here: Getting Started with Craftybase.

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!

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