Amazon Connection Log
The Connection Log is your primary diagnostic tool for Amazon integration issues. 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 Amazon.
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 Amazon Connection Log and troubleshoot integration issues:
Navigate to eCommerce Hub > Amazon.
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
🤓 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
The connection log retains sync details for your Amazon integrations over the last 7 days. If an error occurred over 7 days ago and is no longer showing in the connection log, re-attempt importing the order or syncing the product again to trigger a new error message for the connection log.
To re-import missing orders, see Import missing orders from Amazon.
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.
Attempted to divide by zero
Error message: "Failed to import order XXX-XXX. Attempted to divide by zero".
Causes:
The value of the tax is showing a zero value.
The order is coming across with additional product lines that have order quantities of zero.
The order is a refund.
Solution: Recreate the order in Amazon for the required products and import the new order to Unleashed.
Returns or refunds in Amazon are not currently supported by the eCommerce Hub's Amazon integration. If you have processed a return or refund in Amazon, you will need to manually create a Credit Note or Free Credit in Unleashed to reflect the changes in Amazon.
Tax rate cannot be found
Error message: "Failed to import order XXX-XXX. Tax rate '1.2345%' cannot be found".
Cause: The tax rate set in the Amazon order doesn't exist or is not mapped to a tax rate in Unleashed.
Solutions:
If integrated with an accounting provider:
Go to Settings > System > Taxes.
Locate the tax rate, and use the Accounting Tax dropdown to select the appropriate tax.
If the tax rate does not exist in Unleashed, create the tax in your accounting provider, then sync the new tax rate with Unleashed.
If not integrated with an accounting provider:
Go to Settings > System > Taxes.
Create a new tax for the missing rate.
Product not found
Error message: "Failed to import Amazon Order XXX-XXX. Error> Product(s) xxx not found in Unleashed".
Cause: The product (SKU) on the Amazon order does not match a product code in Unleashed.
Solution:
Go to eCommerce Hub > Amazon > Select your Amazon Store > Configuration.
Enable the "Create Product on Order Import" setting.
Select "Save configuration".
Import the missing order via the Manage Your Data tab.
Amazon Order status
Behaviour: Amazon Orders in "Pending" status will not import to Unleashed.
Solution: Orders in Amazon must match the "Amazon Order Status" set in your Amazon Store's configuration tab; either "Shipped" or "Unshipped".