The Connection Log
The Connection Log is your primary diagnostic tool for Shopify integration issues. It plays a critical role in identifying broader data import issues such as unsupported SKUs, gift cards, or mismatched information beyond just orders, pricing, and stock updates. Additionally, it provides insight into broader synchronization visibility issues, such as errors caused by improper filter configurations or mismatched SKUs.
You should review the Connection Log when:
Orders fail to import.
Product pricing or details aren't syncing between platforms.
Stock availability updates aren't reflecting in Shopify.
Customer information fails to sync or import.
Stock availability updates aren't reflecting in Shopify.
You want to verify successful imports after making configuration changes
The Connection Log provides detailed error messages and timestamps that help you pinpoint exactly what went wrong and when, making it much easier to apply the correct fix.
Accessing the Connection Log
To access the Shopify Connection Log and troubleshoot integration issues:
Navigate to eCommerce Hub > Shopify.
Select the Connection Log tab.
Use the filter options available to review sync updates from the previous 7 days (displayed newest first):
Log Level: Filter by All, Error, Info, or Debug
Store Name: Filter by specific integrated store
Search: Filter by specific text in log details Specifically, it is recommended to set the Log Level to All to ensure all possible errors, warnings, and information are visible for a comprehensive review.
🤓 Tip: The connection log only retains data for 7 days. If an error occurred more than 7 days ago, re-attempt the sync to generate a new error message.
Common Error Messages and Solutions
Orders that fail to import due to an error in the integration will not automatically re-attempt to import after the error has been resolved, and must be attempted manually, see Import missing orders from Shopify.
Integration overload errors
Error messages:
"An error occurred while updating the entries. See the Inner exception for details."
"Execution Timeout Expired..."
"The underlying provider failed on Open."
Cause: Too many orders or complex orders are being attempted to import simultaneously.
Solution:
Wait 10 minutes, then refresh the connection log
Re-attempt importing missing orders in batches of 50 or fewer.
If the error persists, contact support.
Product mapping errors
Error: "Shopify product not found".
Cause: The SKU in Shopify has no established mapping with an Unleashed product.
Solutions:
For new SKUs not in Unleashed, either:
Enable Create Missing Products In Unleashed in the Configuration tab, then re-import the order.
Create the product manually in Unleashed, then re-import the order.
For existing SKUs with Product Synchronization disabled:
Go to the Manage Your Data tab.
Select Import Products from Shopify to Unleashed.
Re-attempt importing the order after the product import completes.
For existing SKUs with Product Synchronization enabled:
Go to the Configuration tab, disable Product Synchronization, and Save Configuration.
In the Manage Your Data tab, select Import products from Shopify to Unleashed.
After the product import is completed, re-enable Product Synchronization (ensure the correct master is selected), and Save Configuration.
Re-attempt importing the order.
Error messages:
"Shopify Product ID: A Mapped Unleashed Product ID: 0...".
"Failed to import product SKU..."
Cause: Shopify SKU mapping is outdated due to deleted or moved products.
Solution: Remap the product in Unleashed:
Go to eCommerce Hub > Shopify > Manage your Products tab.
Scroll to the bottom of the page to find Remap Product by Code.
Enter the product's code/SKU in the Product Code field.
Select Remap Product.
In the pop-up window "Remap Product", select Yes.
Search the product in the Manage your Products list and confirm the product is ticked for the Shopify store.
Click Save Configuration.
To ensure that all discrepancies between the old and updated SKUs are resolved, repeat the above steps for both the old SKU and the new/updated SKU. This process ensures alignment and prevents further mapping disruptions.
Error: "Product import for variant...is skipped. Error: Could not create Shopify Product Variant...Setting 'Create Missing Products in Unleashed' is off."
Cause: The Create Missing Products setting is disabled.
Solution:
Go to Configuration tab.
Enable Create Missing Products in Unleashed.
Save configuration.
Re-import the order or re-save the product in Shopify.
Error: Failed to export Product record to Shopify after 3 attempts.
Cause: This error is expected if you have integrated Shopify with an Unleashed Sandbox; where Product Synchronization is enabled with "Unleashed is Master" and the Advanced Setting "Default Image" is enabled.
Solution:
Go to the Configuration tab.
In Product Synchronisation, select Advanced Settings.
Ddisable "Default Image".
Save Configuration.
Error: "Object reference not set to an instance of an object."
Causes:
The Shopify SKU was deleted or archived from Shopify before the order was imported.
There is an order line for an item that does not have a SKU or is not a product.
Solution: Manually create the order in Unleashed using the Import Sales Order template with the Shopify Order Number.
Duplicate SKU errors
The Shopify integration requires one-to-one mapping between Unleashed products and Shopify SKUs. Duplicate SKUs will cause sync failures. SKUs serve as unique identifiers for your products and variants in Shopify and other systems you integrate with. Any duplication can lead to errors in product mapping, synchronization, or inventory management, potentially resulting in incorrect reports or operational disruptions. Ensuring every SKU is unique helps maintain seamless data flow across your systems.
Error messages:
"Skipped import due to duplicate SKU found for Shopify Product Variant".
"The SKU of the variant is duplicate".
Cause: Multiple Shopify variants share the same SKU, or draft and active variants have identical SKUs in Shopify.
Solutions:
Remove or modify duplicate SKUs in Shopify
Re-attempt importing orders.
If the error persists, follow the product mapping steps above.
How to check for duplicate SKUs in Shopify
Duplicate SKUs can cause operational disruptions. Ensuring all SKUs are unique is critical for smooth integration processes.
In Shopify, go to Products.
Click Export > All Products > CSV to Excel.
Open the exported file and highlight the Variant SKU column.
In Excel's Home tab, select Conditional Formatting.
Choose Highlight Cells Rules > Duplicate Values.
Click OK - duplicate SKUs will be highlighted in red.
Edit the highlighted products in Shopify to ensure all SKUs are unique, save the updated file and re-import into Shopify.
If errors persist after fixing duplicates, remap the products in Unleashed. For bulk change
Customer errors
Error: "Customer import is skipped: Customer's Code is duplicated".
Cause: Customer exists in Unleashed, but email addresses don't match between platforms.
Solutions:
Update the customer's email in Unleashed to match Shopify.
Update the customer's email in Shopify to match Unleashed.
Error: "Order cannot be imported: Customer does not have a valid email address".
Cause: The customer in Shopify does not have a valid email address.
Solutions:
Update the customer in Shopify with a valid, unique email address.
In the Configuration tab, select the "Use a single customer for all Shopify orders" setting in Order Import Options, and Save Configuration.
Error: "No customer attached to the Order".
Cause: No Customer details have been provided for the order in Shopify.
Solution: Add customer details to the order in Shopify, then re-import the order.
Currency mismatch
Error: "Customer 'XXX' exists in Unleashed with 'X' currency but order is with 'Y' currency".
Cause: The currency attempting to import for the order doesn't align with the mapped customer's currency in Unleashed. When the order's currency differs from the customer record's currency, discrepancies arise, rendering the transaction unprocessable.
Solution:
Remove the email address from the existing customer record in Unleashed.
Create a new customer with matching order currency.
Add the Shopify order's email to the new customer contact in Unleashed.
Contact Unleashed Support to establish a new customer mapping.
Stock and shipping errors
Error: "You cannot complete this shipment because line(s) have ship quantity greater than the on hand quantity".
Cause: The Sales Order and Shipment have been created in Unleashed, but there is not enough stock available to dispatch it from the Shipping Warehouse.
Solutions:
Increase stock availability in the shipping warehouse.
Adjust the shipment's quantities to match available stock.
Create partial shipments for available stock.
Multiple invoice attempt errors
Error: "Failed to import salesInvoice xxx record from Shopify after 3 attempts"
Causes:
Order is archived or too old for automatic import
SKU mappings have been broken by product changes
Order edits cannot be reconciled
Solution: Manually create the order in Unleashed using the Import Sales Order template with the Shopify Order Number.
Undefined Errors
Error: "Cannot read properties of undefined (reading 'value')"
Cause: Indicates a problem with data mapping or missing information across the integration.
Solution:
Use Import and Export options in Manage your Data tab to establish necessary mappings.
Verify all Inbound Warehouse Mappings are complete.
Check Stock Configurations.
Ensure Product Mappings are established
Tax Rate Errors
Error: "Tax rate 40.000% cannot be found".
Cause: The tax exists on the Shopify order but not in Unleashed. Third-party Shopify apps or add-ons that alter Shopify's standard tax calculation settings are common causes of such errors, as they produce tax formats incompatible with Unleashed's processing framework.
Solution:
If integrated with an accounting provider: Create the missing tax in your accounting platform sync the tax with Unleashed, then re-import the orders.
If not integrated with an accounting provider: Create the missing tax rate in Settings > System > Taxes, then re-import the orders. If tax-related add-ons in Shopify alter tax data format, manually create the order in Unleashed to bypass these discrepancies.
Disable any third-party Shopify apps or add-ons manipulating tax rates and revert to standard Shopify tax settings to ensure compatibility.
Duplicate Orders Imported
Duplicate orders, which arise from multiple active integrations or manual system errors, can lead to inefficiencies. If the duplicated orders are complete, you cannot delete them directly. To resolve such conflicts:
Ensure both versions of the order include a reference to the original Shopfy order, for traceability, in the Customer Reference or Comments field.
Create a Credit Note to counter the duplicate order, returning the stock and its sale in Unleashed.
Bulk Deletion of Duplicate Orders
If redundant duplicate orders accumulate, but are not complete, dispatched or invoiced, follow these steps for bulk deletion:
Navigate to View Sales Orders in Unleashed.
Select orders by ticking their checkboxes.
Use the settings cog menu and click Delete.
Best Practices
Regular Monitoring: Check the connection log regularly to catch and resolve errors promptly.
Field Mapping Review: Ensure essential fields like customer name and phone number are accurately mapped.
Unique SKUs: Maintain unique SKUs across all Shopify products and variants.
Batch Importing: Limit order imports to 50 orders at a time to prevent overload errors.
Review Add-On Compatibility: Ensure that customizations or extensions in Shopify do not interfere with tax or data formatting.
Standardize Currency Settings: Align order currencies in Shopify with respective customer records' currencies in Unleashed to avoid mismatches.
Verify Admin Account Access: Ensure you are logged into a Shopify account with administrative permissions before troubleshooting integration-related issues.
Monitor Installed Shopify Apps: Regularly review and assess the compatibility of third-party Shopify apps with Unleashed to reduce error risks.
Sandbox Testing: Test any significant changes or app installations in a sandbox environment before applying them in production to mitigate potential disruptions in integration.
Duplicate Orders Prevention: Disconnect duplicate Shopify integrations (e.g., both native and API-based) to avoid the creation of redundant orders.
Reference Original Order Data: When manually resolving duplicates or manually adding orders from Shopify, include the original Shopify order numbers in Unleashed orders or references for traceability.
Establish a Consistent SKU Structure: Use a logical and standardized naming convention for SKUs that minimizes the risk of duplication.
Coordinate Across Systems: Ensure that SKU conventions are consistent across Shopify and any integrated platforms, such as Unleashed.
If you continue to experience issues after following these troubleshooting steps, contact Unleashed support with specific error messages from your connection log.