CSV Orders not Importing into Tradebox

Please use the following checklist to resolve missing Orders in Tradebox that are imported via a CSV file. This checklist is specifically for CSV orders that have not imported into Tradebox.

1. Clear all filters on the Orders List and change the configuration on the User Interface to ensure that the Order List is showing ALL orders from ALL time. Then run the search again in the order list for the missing orders.

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. 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?

4. 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.

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

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

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

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

Other Potential Issues

The file has failed the validation process and been moved to the out folder

If your file has changed format or there is an issue with it, Tradebox may not be able to read the file correctly. You would see an error message indicating that the file had failed validation in the Process Log. Usually, this is accompanied by more information in the Issues Log of Tradebox. Contact Tradebox Support with a copy of your CSV file for assistance.

CSV file is open

If you're manually saving the file into the Tradebox input folder, make sure it is closed down, or Tradebox will be unable to process it.

File is saved as Excel spreadsheet rather than CSV

For Tradebox to import a file, it must be saved with the extension of CSV. If your file shows as .xlsx or any other file extension, re-save the file as a CSV.

Sales Source is not selected to download

If your file has a column that contains a sales source (e.g. 'trade website' or 'retail website') and this is mapped in Tradebox, you will need to specify a sales source for Tradebox to download. This is held within the Details page of the sales channel. In the Sales Sources section, you'll see a list of all the sales source Tradebox has discovered from your file so far. Make sure that the sales source you want to download has a tick in the download column. If the sales source on the orders does not appear in the list, you can add it by clicking on the Actions button in the bottom right corner and choose File Import - Add Sales Source.