EKM Orders not downloading into Tradebox

Please use the following checklist to resolve missing EKM orders from Tradebox. This checklist is specifically for EKM orders that have not downloaded into Tradebox.

1. Clear any filters on the Orders List and the User Interface config to ensure that the orders are actually missing rather than hidden from view.

2. Go to the Channels list and check that the sales channel (the missing orders are from) is ACTIVE and has the DOWNLOAD option ticked.

3. Check if the EKM Token has expired and, if so, renew the EKM token.

4. Are there any recent entries in the ISSUES log that relate to either the missing orders or the sales channel in general that provide an indication of the issue?

5. Check that the Tradebox Data Service is running on the Service PC. If not, reboot the Tradebox Service. See here for common causes of the Data Service not working.

6. Ensure the channel the missing orders are from, is configured to go back enough days to capture the missing orders?

7. Ensure the Order Statuses of the missing order(s) have been given permission to be downloaded in the Tradebox sales channel?

8. Is the order DATE of the missing orders 'prior to' the allowed download date set in the channel configuration.

9. Are the missing orders in the same currency as the sales channel?