Frequently Asked Questions (Orders)

Find quick answers to common questions about order connections, exports, tracking, and platform-specific order issues.

Open a question to see the answer.

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 you create sets the webshop or 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.

One ordered product equals one row in the CSV.

Note: After 90 days, order data is anonymized. Customer data is replaced with #.

Exceptions:

• Amazon orders are anonymized after 30 days.

• Zalando orders are anonymized after 110 days.

To download the CSV:

1. Go to Orders > All orders.

2. Click Download as CSV.

3. Adjust the time range if needed.

4. Open the file in Excel or Google Sheets.

My order connection is not retrieving (some) orders

Check these points:

1. Confirm the order connection is active

   • Go to Setup > Setup orders.

   • A blue dot means the order connection is active.

   • An orange dot means it is inactive.

   • To activate it, go to Setup > Orders, open Settings, and click Activate order connection.

2. Check that the correct connections are used

   • The import connection in Orders must match the one in Import.

   • The API export connection must match the one used in the order connection.

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

3. Check whether the marketplace connection expired

   • If the API connection expired, Channable cannot retrieve orders.

   • Renew the connection to restore access.

4. Check when the order connection was created

   • Older open orders may not be retrieved retroactively.

   • If open orders existed before the connection was created or activated, contact Support.

5. If you use the Channable API

   • Make sure you send the correct GET request.

If you checked everything above and orders are still missing, contact Support.

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, also verify your shipment POST request.

Where can I find the Shopware shipment method id and shipment tax name for the order connection?

The shipment method id is the id of the shipment method you want to use when creating orders with the order connection. This is a mandatory field, so you can't save the order connection without it.

You can find it:

• In the URL when you open the shipment method in Shopware.

• In your Shopware database.

The id is always 32 characters long.

Example: 1234567e1a2d3fdd4fdef56dd78901d0

If the URL looks like this:

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

Then the part after detail/ is the shipment method id.

You can add the id in Setup > Order connections > Settings.

Shipping tax name

This field is optional.

You can find it in the taxes overview in Shopware 6.

Use the tax name, not the percentage.

The percentage can differ per country.

Channable needs the tax name to apply the correct rate.

If you leave this field empty, Channable uses 0% for shipping tax calculations.

Add the tax name in Setup > Setup orders > Settings > Options.

Prestashop error: I have the error ‘Invalid address data, missing mandatory data’

This means mandatory order information is missing or invalid.

Common causes:

• The buyer entered a value that does not match the accepted field format

  • Action: Process the order manually.

• The buyer left a field empty that is required in Prestashop

  • Action: Change the required field settings in Prestashop by following this article.

  • Then resend the order.

Prestashop error: I have the error ‘Product out of stock’

This means the ordered product has stock 0.

Common causes:

• The product is really out of stock

  • Explanation: Stock may have reached 0 shortly after the order was placed.

  • Action: Resend the order when stock is available again.

  • If this happens often, contact Support.

• The product ID is not recognized by Channable

  • Explanation: The platform may still contain products that were not pushed by Channable.

  • Action: Remove or close inventory for those products and send them again through your Channable API.

  • You will need to process the order manually.