# Frequently asked questions (orders)

This page collects common questions about order connections, exports, and errors.

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<summary><strong>Can I connect my order connections to multiple webshops in one project?</strong></summary>

No. One project supports one webshop connection or one Channable API connection.

The first order connection sets the webshop/API connection for the project.

If you need multiple webshops, create multiple projects.

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<details>

<summary><strong>How can I download my orders and order returns as CSV?</strong></summary>

You can export orders and order returns as a CSV per project.

The export includes all orders retrieved by your order connections.

{% hint style="info" %}
After 90 days, order data is anonymized. You will see `#` instead of customer data.

Exceptions:

* Amazon orders are anonymized after 30 days.
* Zalando orders are anonymized after 110 days.
  {% endhint %}

{% hint style="info" %}
One ordered product equals one CSV row.
{% endhint %}

#### Download the CSV

Go to **Orders > Processed orders**.

Click **Download as CSV**.

Adjust the time span if needed.

<figure><img src="https://content.gitbook.com/content/F8GepmoSonQRG6RnHOxJ/blobs/lSEXmY3Rl9ZywxHEp5rS/17323410640274" alt=""><figcaption></figcaption></figure>

#### Open the CSV in Excel

Import the file as data. Do not double-click it.

Use Microsoft’s guide: <https://support.office.com/en-us/article/import-or-export-text-txt-or-csv-files-5250ac4c-663c-47ce-937b-339e391393ba>

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<details>

<summary><strong>My order connection is not retrieving (some) orders</strong></summary>

Follow these checks in order.

#### 1) Check if your order connection is activated

Go to **Setup > Setup orders**.

Blue dot means active. Orange dot means inactive.

To activate:

* Click **Settings** next to the order connection.
* Click **Activate order connection**.

#### 2) Check if the correct connections are used

Use the same connections across setups.

* In **Orders setup**, the import connection must match **Import setup**.
* The API export connection must match the one in the order connection.

Open the API **Settings** tab to confirm the connection name.

#### 3) Check for an expired API connection

Expired marketplace connections block order retrieval.

Refresh the connection in the Connections overview.

Help article: <https://helpcenter.channable.com/get-started/getting-started/connections-in-channable/how-to-renew-a-connection>

#### 4) Check the creation date of the order connection

Older open orders may not be retrieved retroactively.

Support can sometimes backdate the connection a few days.

#### 5) If you use the Channable API

Verify you call the correct endpoint: <https://api.channable.com/v1/docs#tag/orders/operation/all_orders_companies__company_id__projects__project_id__orders_get>

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<summary><strong>My T&#x26;T codes are visible in Channable, but not in the marketplace</strong></summary>

This usually means the transporter mapping is missing or mismatched.

{% hint style="info" %}
Check your transporter configuration in the order connection settings.

See [Configuring Transporter Settings for Order Connections](https://helpcenter.channable.com/list-advertise/orders/processing-orders-returns-and-cancellations/transporters).
{% endhint %}

If you use the Channable API, verify your shipment POST request: <https://api.channable.com/v1/docs#tag/orders/operation/shipment_companies__company_id__projects__project_id__orders__order_id__shipment_post>

<figure><img src="https://content.gitbook.com/content/F8GepmoSonQRG6RnHOxJ/blobs/AyG7NgRDD6XKCn5a4Yc8/8738761760786" alt=""><figcaption></figcaption></figure>

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<summary><strong>Where can I find the Shopware shipment method id and shipping tax name?</strong></summary>

{% hint style="info" %}
If you don’t have an order connection yet, start with [How to set up an order connection](https://helpcenter.channable.com/list-advertise/broken-reference).
{% endhint %}

#### Shipment method id

This field is mandatory. You cannot save without it.

Shopware shipment method IDs are 32 characters long.

Example:

`1234567e1a2d3fdd4fdef56dd78901d0`

You can find it in the shipping method URL:

`https://shopware6.demo.de/channable/public/admin#/sw/settings/shipping/detail/1234567e1a2d3fdd4fdef56dd78901d0`

Use the part after `detail/`.

#### Shipping tax name

This field is optional.

If empty, shipping tax is treated as 0%.

Find the tax name in **Settings > Taxes** in Shopware.

<figure><img src="https://content.gitbook.com/content/F8GepmoSonQRG6RnHOxJ/blobs/GVVVXP0ZKYoDvJhoAw43/Shopware_6_%20_tax_name.png" alt=""><figcaption></figcaption></figure>

Fill in the tax **name**, not the percentage.

<figure><img src="https://content.gitbook.com/content/F8GepmoSonQRG6RnHOxJ/blobs/xgMPiGDdYJQ5hEmKXZWR/SHopware_6.png" alt=""><figcaption></figcaption></figure>

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<details>

<summary><strong>Prestashop error: “Invalid address data, missing mandatory data”</strong></summary>

Mandatory address data is missing or invalid.

Common causes:

* Buyer entered a value that Prestashop rejects.
  * Process the order manually.
* Buyer skipped a field you set as required.
  * Update the required fields in Prestashop.
  * Then resend the order.

Prestashop guide: <https://www.hostknox.com/knowledgebase/221/How-to-make-fields-on-the-customer-registration-form-in-PrestaShop-required.html>

For more Prestashop errors, see [Solving errors in my order connection with Prestashop](https://helpcenter.channable.com/list-advertise/broken-reference).

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<details>

<summary><strong>Prestashop error: “Product out of stock”</strong></summary>

The ordered product has stock 0.

Common causes:

* Stock reached 0 in the last sync window.
  * Resend when stock is available again.
  * Contact support if it happens often.
* The product ID is unknown in Channable.
  * This often means products exist outside Channable.
  * You must process the order manually.

If you need to resend a failed order, see [How to fix/resend a failed order](https://helpcenter.channable.com/list-advertise/orders/troubleshooting-orders/how-to-fix-resend-a-failed-order).

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