If you have an order connection in Channable and you notice that (some) of the orders you have in the marketplace are not being retrieved, there are a few things you can check in order to troubleshoot this.
Check if your order connection is activated
The first thing to check is if your order connection is activated. You can check this in Channable by navigating to Setup > Setup orders. A blue dot in front of the order connection means it is activated, an orange one means inactive. You can activate an order connection by clicking 'Settings' behind the order connection and clicking 'Activate order connection' at the bottom of the page.
Check if the correct connections are used
The second thing to check is if the right connections are used in the order connection setup. Make sure that in the Orders setup the same import connection is used as the one in the Import setup. As well as the same export (API) connection that is used in the API. To check this, you can click on the "settings" tab of the API you build the order connection for. Here you will see the name of the connection.
An expired API connection
Sometimes it can happen that the API connection to the marketplace you originally created is expired. If this is the case, we won't be able to access the marketplace and therefore, the order connection won't pick up any orders either. For refreshing the expired connection, you can follow this article.
Creation date of the order connection
Another cause for missing orders could be related to the creation date of the order connection. If you have open orders in the marketplace that were placed before the date and time in which you activated the order connection in Channable, it won't be possible for us to retrieve those. In this case, we can sometimes change the creation date of the order connection to a few days earlier, so these open orders can still be collected. You can contact our technical support department to assist you in this matter.
For Channable API users, make sure you are sending the correct GET request to the corresponding endpoint.
If these situations don't apply to you and your orders are still not imported, please contact our technical support department to further assist you with this matter.