Troubleshooting by Topic
      Back to home
      1. Knowledge Base
      2. Troubleshooting
      3. Troubleshooting by Topic

      Shopping Cart Troubleshooting

      See real client examples and troubleshooting steps for issues you may encounter with shopping cart connections.

      Shopping cart connections are an important facet for your operations to run smoothly in Infoplus. If you encounter an error or problem with your shopping cart, it might be a problem with the shopping cart provider (in which case you will need to connect with them), but there are certain scenarios where a connectivity issue occurs on the Infoplus side. 

      This article will lay out some common issues related to shopping carts and step-by-step instructions for how to troubleshoot and solve the issue. 

      How to Use This Guide

      Below, you will find multiple different scenarios that could potentially cause issues for shopping carts. You can use the table of contents below to quickly navigate to the exact question you are interested in. Each issue has multiple troubleshooting steps to help you independently get to the bottom of the issue you are experiencing and solve it so you can move forward with your operations. 

      Table of Contents: 

      1. My inventory is not syncing with Shopify
      2. My inventory is not syncing with WooCommerce
      3. My order status/tracking information is not syncing with Shopify
      4. My orders are not flowing from Shopify to Infoplus

      5. My orders are showing the wrong carrier in Shopify

      6. Magento 2 Connection Error - "Please check your username and password"

      My inventory is not syncing with Shopify

      1. Ensure that the items within Shopify are set to have Infoplus under “Inventory Managed By” within the items’ Shopify records Shipping section
      2. Ensure that each item’s SKU is exactly the same on Infoplus as it is on Shopify (including case), and that each SKU is unique within Shopify
      3. Ensure that all items within Shopify have the same location ID and that this value is the same as the “Override Location ID” value within the Shopping Cart Connection’s record in Infoplus. To check your item’s Location ID in Shopify, navigate to Products > Inventory. You can view your locations using the dropdown near the top right of the page, underneath “View products.” The location ID will be the numbers at the very end of the URL of the page after location_id, such as “https://your-site.myshopify.com/admin/products/inventory?location_id=1000000”. Ensure all of the items that you want to be synced with Infoplus are within the same location, copy this location ID, and paste it into the “Override Location ID” field within the Shopping Cart Connection record in Infoplus.
      4. Navigate to the Item’s record in Infoplus and select Actions > Push Shopping Cart Inventory Levels to perform a manual inventory level push; you can also do this in bulk by selecting all items you would like to manually sync inventory levels by selecting the check box to the far left.

      My inventory is not syncing with WooCommerce

      1. Ensure that the items within WooCommerce have the exact same SKU as the corresponding item in Infoplus - including case
      2. Ensure that the items within WooCommerce are set to be managed by Infoplus by checking This product is fulfilled by Infoplus under the item’s Product data > Shipping section next to Infoplus Fulfillment
      3. Navigate to the Item’s record in Infoplus and select Actions > Push Shopping Cart Inventory Levels to perform a manual inventory level push; you can also do this in bulk by selecting all items you would like to manually sync inventory levels of

      My order status/tracking information is not syncing with Shopify

      1. Ensure that all items within Shopify have the same location ID, and that this value is the same as the “Override Location ID” value within the Shopping Cart Connection’s record in Infoplus. To check your item’s Location ID in Shopify, navigate to Products > Inventory. You can view your locations using the dropdown near the top right of the page, underneath “View products.” The location ID will be the numbers at the very end of the URL of the page after location_id, such as “https://your-site.myshopify.com/admin/products/inventory?location_id=1000000”. Ensure all of the items that you want to be synced with Infoplus are within the same location, and copy this location ID, and paste it into the “Override Location ID” field within the Shopping Cart Connection record in Infoplus.
      2. Navigate to the Order’s record in Infoplus and select Actions > Push Shopping Cart Order Updates to attempt a manual push of order updates

      My orders are not flowing from Shopify to Infoplus

      1. Ensure that all items within Shopify have the same location ID, and that this value is the same as the “Override Location ID” value within the Shopping Cart Connection’s record in Infoplus. To check your item’s Location ID in Shopify, navigate to Products > Inventory. You can view your locations using the dropdown near the top right of the page, underneath “View products.” The location ID will be the numbers at the very end of the URL of the page after location_id, such as “https://your-site.myshopify.com/admin/products/inventory?location_id=1000000”. Ensure all of the items that you want to be synced with Infoplus are within the same location, and copy this location ID, and paste it into the “Override Location ID” field within the Shopping Cart Connection record in Infoplus.
      2. Check your Alert table for any Alerts related to orders for this Shopping Cart Connection. If there is an Alert with an error stating that this order could not be fetched, within the Alert message, run the "Re-post Business Transactions" process from the 'Actions' menu.

      My orders are showing the wrong carrier in Shopify

      Having the correct carrier displayed on your Shopify orders is important for both you and your customers. Here is why you may see incorrect carrier information on your Shopify orders:

      Shopify's Supported Carriers:

      1. Shopify only supports a specific set of carriers. If you use a carrier in Infoplus that's not on Shopify's list of supported carriers, the carrier won't be displayed correctly in your Shopify store.
      2. When Infoplus marks an order as shipped, we send the tracking number to Shopify. However, if the carrier associated with that tracking number is not supported by Shopify, Shopify tries to match the tracking number to a known carrier in their database. This can sometimes lead to incorrect carrier names being displayed.

      How to Address the Issue:

      1. Use Supported Carriers: Whenever possible, choose a carrier in Infoplus that's also supported by Shopify (see the list below for reference).
      2. Contact Shopify Support: If the correct carrier isn't available in Infoplus, you can reach out to Shopify support to see if they can add it.

      Shopify API Documentation Link:

      To get the most up-to-date list of supported carriers, please see Shopify’s API documentation. The list should be nested under “Supported Tracking Companies”.

      Supported Carriers List (as of June 24, 2024):

       

      Carriers Supported by Shopify (as of 6/24):

      4PX

      AGS

      Amazon Logistics UK

      Amazon Logistics US

      An Post

      Anjun Logistics

      APC

      Asendia USA

      Australia Post

      Bonshaw

      BPost

      BPost International

      Canada Post

      Canpar

      CDL Last Mile

      China Post

      Chronopost

      Chukou1

      Colissimo

      Comingle

      Coordinadora

      Correios

      Correos

      CTT

      CTT Express

      Cyprus Post

      Delnext

      Deutsche Post

      DHL eCommerce

      DHL eCommerce Asia

      DHL Express

      DPD

      DPD Local

      DPD UK

      DTD Express

      DX

      Eagle

      Estes

      Evri

      FedEx

      First Global Logistics

      First Line

      FSC

      Fulfilla

      GLS

      Guangdong Weisuyi Information Technology (WSE)

      Heppner Internationale Spedition GmbH & Co.

      Iceland Post

      IDEX

      Israel Post

      Japan Post (EN)

      Japan Post (JA)

      La Poste

      Lasership

      Latvia Post

      Lietuvos Paštas

      Logisters

      Lone Star Overnight

      M3 Logistics

      Meteor Space

      Mondial Relay

      New Zealand Post

      NinjaVan

      North Russia Supply Chain (Shenzhen) Co.

      OnTrac

      Packeta

      Pago Logistics

      Ping An Da Tengfei Express

      Pitney Bowes

      Portal PostNord

      Poste Italiane

      PostNL

      PostNord DK

      PostNord NO

      PostNord SE

      Purolator

      Qxpress

      Qyun Express

      Royal Mail

      Royal Shipments

      Sagawa (EN)

      Sagawa (JA)

      Sendle

      SF Express

      SFC Fulfillment

      SHREE NANDAN COURIER

      Singapore Post

      Southwest Air Cargo

      StarTrack

      Step Forward Freight

      Swiss Post

      TForce Final Mile

      Tinghao

      TNT

      Toll IPEC

      United Delivery Service

      UPS

      USPS

      Venipak

      We Post

      Whistl

      Wizmo

      WMYC

      Xpedigo

      XPO Logistics

      Yamato (EN)

      Yamato (JA)

      YiFan Express

      YunExpress

      The following tracking companies are displayed for shops located in specific countries:

      Australia: Australia Post, Sendle, Aramex Australia, TNT Australia, Hunter Express, Couriers Please, Bonds, Allied Express, Direct Couriers, Northline, GO Logistics

      Austria: Österreichische Post

      Bulgaria: Speedy

      Canada: Intelcom, BoxKnight, Loomis, GLS

      China: China Post, DHL eCommerce Asia, WanbExpress, YunExpress, Anjun Logistics, SFC Fulfillment, FSC

      Czechia: Zásilkovna

      Germany: Deutsche Post (DE), Deutsche Post (EN), DHL, DHL Express, Swiship, Hermes, GLS

      Spain: SEUR

      France: Colissimo, Mondial Relay, Colis Privé, GLS

      United Kingdom: Evri, DPD UK, Parcelforce, Yodel, DHL Parcel, Tuffnells

      Greece: ACS Courier

      Hong Kong SAR: SF Express

      Ireland: Fastway, DPD Ireland

      India: DTDC, India Post, Delhivery, Gati KWE, Professional Couriers, XpressBees, Ecom Express, Ekart, Shadowfax, Bluedart

      Italy: BRT, GLS Italy

      Japan: エコ配, 西濃運輸, 西濃スーパーエキスプレス, 福山通運, 日本通運, 名鉄運輸, 第一貨物

      Netherlands: DHL Parcel, DPD

      Norway: Bring

      Poland: Inpost

      Turkey: PTT, Yurtiçi Kargo, Aras Kargo, Sürat Kargo

      United States: GLS, Alliance Air Freight, Pilot Freight, LSO, Old Dominion, R+L Carriers, Southwest Air Cargo

      South Africa: Fastway, Skynet

       

      Magento 2 Connection Error - "Please check your username and password"

      while connecting your Magento 2 store to Infoplus, you might encounter a "Please check your username and password then try again" error. This error message typically indicates an issue with the Magento 2 credentials used during the connection setup, not your Infoplus login information.

       

       

      Resolving the Issue:

      1. Create a Dedicated Magento 2 User (if not already done):

        • If you haven't already, create a new Role and User specifically for the Infoplus connection within Magento 2. Refer to the "Step 2 - Create a User Role & User in Magento 2" section in the Magento eCommerce Integration knowledge base article for detailed instructions.

      1. Verify Magento 2 User Credentials:

        • If you've already created a new Role and User your Infoplus connection within Magento 2, double-check the username and password entered for the Magento 2 user in the connection setup. Ensure they are accurate and have the necessary permissions within Magento 2.
      2. Complete the Infoplus Connection Setup: