# Frequently Asked Questions (Orders)
Open a question to see the answer.
Can I connect my order connections to multiple eCommerce platforms in one project?
No. One project supports one eCommerce platform connection.
The first order connection created fixes the eCommerce platform for all order connections within the project.
If you would like to connect to multiple eCommerce platforms, [create separate projects](/get-started/getting-started/create-a-new-project.md).
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.
{% hint style="info" %}
**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.
{% endhint %}
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](https://support.office.com/en-us/article/import-or-export-text-txt-or-csv-files-5250ac4c-663c-47ce-937b-339e391393ba) or Google Sheets.
My order connection is not retrieving (some) orders
### General checks
1. **Confirm the order connection is active**
* Go to **Setup > Order connections**.
* Check the dot next to the connection name.
* A blue dot means the order connection is active.
* An orange dot means it is inactive.
* If it's inactive, click **Settings** for that connection > **Activate order connection** > **Save**.
2. **Check that the correct connections are used**
* If you're also sending offer and product data via a marketplace channel in Channable, check that:
* the **Unique ID per product** is set to `id`. Channable matches orders with this value, so using `sku` or another field will cause failures.
* the **Linked seller account** for the channel uses the same connection as your order connection
* Check that the platform used for your connection (**Setup > Order connections**) matches the main platform for your project (**Setup**)
3. **Check whether the marketplace connection expired**
* If the API connection expired, Channable cannot retrieve orders.
* [Renew the connection](/get-started/getting-started/connections-in-channable/how-to-renew-a-connection.md) to restore access.
4. **Check when the order connection was created**
* For most channels, Channable only checks orders on or after the activation date. Some channels look back a few days by default (e.g. bol 7 days, eBay 3 days)
* If you need to retrieve older orders, [contact Support](/get-started/contact-support.md).
5. **If you use the Channable API**
* Make sure you send [the correct GET request](https://api.channable.com/v1/docs#tag/orders/operation/all_orders_companies__company_id__projects__project_id__orders_get).
### Marketplace-specific checks
**Amazon**
Check that payment for the order is confirmed in your Seller Central account. Channable only imports Amazon orders when payment is completed.
If you checked everything above and orders are still missing, contact [Support](/get-started/contact-support.md).
My T&T codes are visible in Channable, but not in the marketplace
This usually means the transporter mapping is missing or mismatched.
Review your transporter settings (**Setup > Transporter**)
If you use the Channable API, also [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 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.
{% hint style="info" %}
**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.
{% endhint %}
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](https://www.hostknox.com/knowledgebase/221/How-to-make-fields-on-the-customer-registration-form-in-PrestaShop-required.html).
* 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.
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