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This is a list of the most frequently asked questions and errors users encounter with Shopping Carts and how to fix them.
How to Use This Guide
Step 1: This article has two separate sections (FAQs and Error Messages). Click on one of the links below to jump directly to either section's table of contents:
- FAQs → Questions asked frequently about Fulfillment with answers from our trained support agents
- Error Messages → Common error messages you might encounter with your Fulfillment Process or Plan in Infoplus and how to fix them
Step 2: Click on any link in either Table of Contents to quickly move directly to the question or error you are trying to solve.
TIP: Use the Command + F keys to do a quick search of this page to see if your question or error message is listed below.
If you do not see your question or error message, please feel free to reach out to Infoplus Support and we can add it to this page.
FAQ Table of Contents:
- I set up my shopping cart connection and it doesn’t work at all
- No items were found requiring an inventory level export
- What shopping cart connections does Infoplus support?
- How do I connect my shopping cart to Infoplus?
- How would I know if there was an error with my shopping cart connection?
- How do I connect to Amazon?
- Tracking numbers are not passing correctly from Infoplus through my CartRover integration with Skubana.
I set up my shopping cart connection and it doesn’t work at all
Verify your Shopping Cart URL is pointed towards the correct site. Majority of cases the URL has the word “test” in it and this prevents the connection from functioning. The best way to establish the connection successfully is to open a private internet window and login and reconnect it from there
I got a message that says "No items were found requiring an inventory level export"
This is normal to see and just indicates there were no updates needed. The API updates around every 15 min.
What shopping cart connections does Infoplus support?
- Shopify
- Magento 1 & 2
- WooCommerce
- Channel Advisor
- eBay
- BigCommerce
How do I connect my shopping cart to Infoplus?
This article lists out a link to each unique step-by-step guide for how to set up each of the shopping carts Infoplus integrates with.
How would I know if there was an error with my shopping cart connection?
You will see errors related to your shopping cart in one (or all) of 4 places:
- Fulfillment Process
- Shopping Cart Log
- Alert Table
- Order Table
How do I connect to Amazon?
Infoplus does not have a direct integration to Amazon, but you can achieve it using a third party like CartRover or EasyPost. Refer to their websites for more information.
Tracking numbers are not passing correctly from Infoplus through my CartRover integration with Skubana.
If you are not seeing your tracking numbers in Skubana, you will need to reach out to the Skubana support team. They will ask you what carrier you are trying to send over and will have to verify their API endpoints to ensure they match your carrier in Infoplus. If the carrier does not match, then Skubana will need to build out an endpoint for that carrier.
Error Message Table of Contents:
Error: The Shopify product 'BASIC1' could not be mapped to an Item in Infoplus. Please add this Item mapping and try again
What it Means: The item does not exist in Infoplus.
How to Fix It: It will need to be added or modified to import over. This can happen if the time is spelled differently, such as extra spaces, or in some instances, the item has been added to Infoplus and it needs to be added.
Error: This Shopping Cart Connection is not configured to Import Orders
What it Means: Orders are not getting imported correctly.
How to Fix It: Check Shopify to see if your orders are being synced correctly to Infoplus and if there are any connectivity issues on their end.
Error: An unknown error occurred fetching Order data for this Shopping Cart.
What it Means: Infoplus could not receive the order data from the Shopping Cart but is unsure why.
How to Fix It: Please contact Customer Support.
Error: The eBay Item with field ‘SKU’ of ‘null’ could not be mapped to an Item in Infoplus
What it Means: Each SKU that gets imported via an order into Infoplus needs to have a matching value, or the order import will fail.
How to Fix It: Add the item’s SKU to Infoplus so it maps correctly and trying importing the order again.
Error: An unknown error occurred getting updated Shopping Cart Connection Inventory Levels
What it Means: An error occurred syncing shopping cart inventory levels
How to Fix It: The sync capability for inventory levels needs to be turned on in your Shopping Cart.
Error: An unknown HTTP Error was received '422' connecting to URL https://www.xxx.com
What it Means: There is an issue connecting your shopping cart to your eCommerce website
How to Fix It: Log into your Shopping Cart to look at the connection to your website.
Error: Order XXXXX has already been imported. No Infoplus Order could be found for this Shopping Cart Order
What it Means: Your order was already imported into Infoplus and no duplicate order was created. This typically occurs if the shopping cart has pushed the order, the order was queued to land in Infoplus, and the shopping cart attempts to push the order again. This error means that there was an attempt to re-submit the same order by the shopping cart, but that Infoplus rejected it as a duplicate order because it was already in the Infoplus system.
How to Fix It: Typically no action needs to be taken. If you are seeing a spike in this type of error, make sure to double-check to make sure the original order did land in Infoplus. If it did not land, but you are still receiving this error, please contact support.
Error: An unknown HTTP Error was received '429' connecting to URL https://www.xxx.com
What it Means: 429 is an error from ChannelAdvisor when too many requests occur within a specified period of time.
How to Fix It: Try importing again. If this doesn't work, contact customer support.
Error: Cannot create order: Missing Line Item data
What it Means: Shopping Cart is missing some data such as a SKU, or had a bad city/state/zip combination
How to Fix It: Double-check the Order data to ensure all required fields are filled out correctly.
Error: Invalid information was sent to the shopping cart. Infoplus received the following response '{"errors":{"base":["Line items are already fulfilled"]}
What it Means: The order has already been fulfilled
How to Fix It: No action necessary, just acknowledge the alert
Error: This Order does not have any Items to be fulfilled by Infoplus
What it Means: Products in Shopify do not have the Fulfillment Service assigned to Infoplus
How to Fix It: In Shopify, Bulk Edit all of your Products and assign Infoplus to the Fulfillment Service first, once that is assigned then you can assign Infoplus to Track Inventory. This will allow Orders to be updated once shipped and inventory to be synced from Infoplus to Shopify.
Error: This Inventory will not be allocated because the Location Behavior Type, Non-Pickable, cannot be used for allocation” or “Location with a non-allocatable behavior type
What it Means:
How to Fix It: Navigate to the 'Fulfillment Process Log' table and see if any SKUs have the 'Location Behavior Type' set as 'Non-Pickable' which is the reason the items are not being allocated to complete the orders.
Error: An unknown state name of [Armed Forces Middle East] found.
What it Means: “armed forces middle east” is not a valid state code for shipping to the military.
How to Fix It: When shipping overseas to a Military address, use one of the three following codes:
- AA (Armed Forces Americas)
- AE (Armed Forces Europe)
- AP (Armed Forces Pacific)
Find more information here: https://www.stamps.com/whitepapers/usps-military-mail-guide.pdf
Error: Invalid information was sent to the shopping cart. Infoplus received the following response '{"errors":{"base":["Line items are already fulfilled"]
What it Means: The incoming orders have already been fulfilled and shipped
How to Fix It: Acknowledge Alerts' under the 'Actions' menu when viewing the alert
Error: This Order contains Items missing required Commodity Codes (TA88) and Items (TA88) missing customs value 14980 & 1500
What it Means: Missing required information for International shipping
How to Fix It: The commodity codes depend on the carrier and the details of the predefined package. Some packages have limitations such as min/max weights other are a flat price regardless of weight. This is all carrier-specific per the package associated to that carrier. We suggest checking the package types of the carries you have and choosing from there which best fits your needs.
Error: Infoplus received the following response ‘{“errors”.[“An item cannot be active at more than one location if one of them is a fulfillment service location.”]
What it Means: Invalid information was sent to the shopping cart.
How to Fix It: Evaluate your shopping cart connection and API calls to see what item and location is receiving the error.