Frequently asked questions (orders)
This page collects common questions about order connections, exports, and errors.
Can I connect my order connections to multiple webshops in one project?
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.
How can I download my orders and order returns as CSV?
You can export orders and order returns as a CSV per project.
The export includes all orders retrieved by your order connections.
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.
One ordered product equals one CSV row.
Download the CSV
Go to Orders > Processed orders.
Click Download as CSV.
Adjust the time span if needed.
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
My order connection is not retrieving (some) orders
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
My T&T codes are visible in Channable, but not in the marketplace
This usually means the transporter mapping is missing or mismatched.
Check your transporter configuration in the order connection settings.
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
Where can I find the Shopware shipment method id and shipping tax name?
If you don’t have an order connection yet, start with How to set up an order connection.
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.
Fill in the tax name, not the percentage.
Prestashop error: “Invalid address data, missing mandatory data”
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.
Prestashop error: “Product out of stock”
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.
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