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Order product not recognised

It can happen that the product of an order is not recognized by ChannelDock. This likely also means that no stock deduction was made for this order in your warehouse. In this article, you’ll find steps to resolve this issue.

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If an order product is not recognized correctly, it means that this product has not yet been imported from your sales channel or is missing from ChannelDock entirely. Follow the steps below to resolve this issue:

  1. Check if the product has an EAN / SKU value in your webshop / sales channel. If the EAN / SKU is missing add it in your sales channel.
  2. Refetch the products from your sales channel and check if the product now has now been imported into ChannelDock.
  3. If the product is still missing, check your API log for any error messages. Click here to view how you can check the API log of your sales channel.
  4. If the product has been imported, then delete the order from ChannelDock so that it can be reimported.
  5. Manually fetch your orders and check if the order product is now recognised. If not, check your API log again.

If the steps above still do not solve your issue, please contact our support team via live chat or email: [email protected]

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