There are several reasons why orders may not download into Tradebox, depending on your set up and which channels you're connecting to. This article will describe the most common reasons for orders not downloading.
The following checklist is an easy way to run through the most obvious reasons why orders are not downloading into Tradebox; https://www.surveymonkey.co.uk/r/HQ7RWXZ
First of all, ensure that the orders are definitely missing from Tradebox, rather than that Tradebox hasn't posted them to your accounts package. To confirm, go into the Orders section of Tradebox and select the Filter drop down, then click the Clear and Apply buttons to ensure you're viewing a full list. You can then search for the order number(s) using the search box in the top right of the order list. If the orders do appear in the list but haven't been posted to your accounts package, please instead refer to this article if you're using Sage accounts, or this article if you're a Xero user.
Issues that may affect all channel types
To check this, go to Channels and ensure that the channel or channels in question have a green tick in both the Active and Download columns in Tradebox. If either of these show a red cross, no orders will be downloaded for that channel. Right click on the channel and select the Activate or Turn Download On option as appropriate. If a channel is open for editing, the download will not run for that channel, so please ensure it has been closed down.
Of the three channels shown above, only the Bigcommerce channel will download any orders, as my Amazon channel is inactive and the Amazon Italy channel has download turned off.
2. The Tradebox Data Service is not running
Click on Logs in the top right hand corner and check the timestamp of the last line in the log. If you have had no new log lines within the last 20 minutes or the log appears completely blank, the Tradebox data service is likely to have stalled, which will prevent any automated tasks such as order download or stock upload from taking place. For steps on restarting the service, click here. If the problem persists, please click here for further information.
In the Details page of each channel (which you can access by double-clicking on the channel in the Channels list) there is a setting called 'Ignore Orders Prior to'. Tradebox will not import any orders that are prior to the date set here. Tradebox uses the date the order was placed to determine if it meets this criteria or not.
4. The order or orders is dated after your Ignore Orders Dated After date
In the Details page of each channel (which you can access by double-clicking on the channel in the Channels list) there is a setting called 'Ignore Orders Dated After'. Tradebox will not import any orders that were placed after the date set here. Tradebox uses the date the order was placed to determine if it meets this criteria or not.
In the Details page of each channel (which you can access by double-clicking on the channel in the Channels list) there is a setting called Days to Download. This controls how far back Tradebox is looking for your orders. If, for example, the order you want Tradebox to download was placed 8 days ago, but Days to Download is set to 7, Tradebox would not import the order. Increase the setting so that it includes the date your order was placed. For an Amazon channel, you would also need to Reset the Amazon Last Sync Start date.
6. The orders were previously downloaded by Tradebox Finance Manager
If you previously used our older software Tradebox Finance Manager and you migrated the data to Tradebox One, the last 60 days of order numbers were maintained to prevent duplication in Sage. These orders aren't visible within the Tradebox One UI but are instead stored in a hidden 'legacy orders' table. This means that any orders with the same order number through the same sales channel will never be downloaded by Tradebox One.
This is something mostly seen by newly-upgraded users, but the legacy orders are checked on every download attempt so if you ever re-use an order number from the last few months of your time processing in Finance Manager, that order will never be re-downloaded. These orders are not logged as issues and the channel would show no other symptoms of a problem.
Tradebox downloads orders based on what status they currently have on the website or marketplace. These settings are held within each channel, in the Statuses tab. An order status must be selected for download for orders with that status to be imported into Tradebox. For example, if an order has a status of Processing on my website, but I have selected only Complete orders to download, the Processing order will not download. Ensure all order statuses that you want to be downloaded have a tick in the Download column in the Statuses tab of the channel. For more information on status mapping, click here.
Please note, orders that have a status of Pending on Amazon, or are Unpaid on eBay cannot be downloaded by Tradebox as they do not provide enough information to create an invoice.
Of the order statuses shown above, only Shipped and Partially Shipped will download.
Tradebox can only handle one currency per channel, so if you sell in multiple currencies on your webstore, you will need to set up a separate channel per currency before all orders will be downloaded.
9. There is a connection problem with the channel
If none of the above issues apply, there could be a connection problem with your channel. To check if this is the case, click on Logs in the top right of Tradebox and then select the Issues tab. Any connection errors will be shown in the Synchronisation Issues section of this screen. Please contact Tradebox support with the details of any error message. If you're aware of any recent changes on the affected site - a password change or work done by your developer, for example - please provide as much detail about the changes as you can.
The above is an example of a connection issue to an eBay channel.
Channel Specific Issues
Most channel types in Tradebox have slightly different features, depending on what different features are available on that particular site. Some of these impact on whether Tradebox will download orders or not.
These impact specifically:
If your channel in Tradebox is one of these connections, and you've ruled out the above reasons for orders not downloading, please take a look at the relevant section below.
1. The orders are FBA but the channel is set up as a Merchant (seller-fulfilled) channel or vice versa
Each channel in Tradebox can only download either FBA or Merchant-fulfilled orders. To download both, you would be required to set up two channels in Tradebox. You can tell which type of channel you have set up by looking at the channels list in Tradebox. A merchant channel downloading orders from the UK would show Amazon UK in the Marketplace column, whereas an FBA channel would show Amazon UK (FBA). A channel's type cannot be changed after set up, so if you need to change this, you would need to delete the existing channel and set it up again.
2. The Amazon Marketplace is not correct
Each channel in Tradebox can only download orders from a single Amazon marketplace. If your account is pan-EU, that means you would need a separate channel for Amazon.co.uk, Amazon.de, Amazon.fr, Amazon.it and Amazon.es. This also follows for Amazon.com, Amazon.ca, and Amazon.com.mx. If any channels are missing, then orders from that marketplace will not be downloaded.
In the sales channel list, check that the Marketplace column shows the correct country. For example, if you've named your channel Amazon Italy, but the Marketplace column shows Amazon UK, then this channel is set to download orders from Amazon UK, not Italy, and will need to be deleted and set up again.
3. Amazon Order Type/Prime Orders
Within any Amazon channel, both merchant and FBA, there is a setting on the Details page called Order Type. This allows a user to filter between Customer Orders and Business Orders to apply different settings to them. If either Customer Orders or Business Orders is selected, the channel will only download orders of that type. To download both types of orders, the setting should be set to All Orders.
For Merchant channels, there is a second setting by which orders can be filtered, which is Prime Orders. Some users wish to treat prime orders differently. This setting allows you to choose whether the channel will ignore seller fulfilled prime orders, only download seller fulfilled prime orders, or import all orders.
4. The Amazon Authorisation has expired
Amazon automatically expire the authorisation for Tradebox to access your Amazon data every 12 months. If this is the case, you will usually see a message in your Tradebox logs that reads "Access Denied" or references your Amazon token. If you see any error messages of this kind, go to the channels page in Tradebox, open the channel in question and click the "Get New Refresh Token" button. Follow the steps through to generate a new Amazon token and input it into Tradebox. Once the changes are saved, the channel should automatically start downloading again.
5. Amazon Throttling
If Tradebox makes too many requests to Amazon within a certain time frame, you can start to see "Request is Throttled" appearing in the logs. This means that Amazon is currently refusing the requests that Tradebox is sending for order information. It usually resolves itself over time, but if it's persistent, the best way to resolve this is to deactivate the Amazon channel in Tradebox and leave it switched off for 30 - 60 minutes to allow the Amazon limits to refresh.
Your eBay token has expired
Every 18 months or so, eBay automatically expires the authorisation Tradebox has to access your eBay data. You will usually receive an error in your Tradebox logs stating this is the case. The token can also be revoked if you make any security changes on your eBay account, such as updating your password. Steps on renewing your token can be found here.
By default, Tradebox will download all orders from a specific eBay account regardless of which site the orders take place on. However, it is possible to filter orders by site, and if this has been done, only orders from the specified site will download through that channel. You can check this by looking at the Name column in the channels list. eBay channels that are set to download orders from all sites will show as [your eBay user ID] All, whereas a site-specific channel would show as [your eBay user ID] UK or FR for example.
In the above example, my eBay user ID is sagedeveloper. Because this shows as sagedeveloper UK in the eBay user ID box, and the Site also shows as UK, this channel will only download orders placed on ebay.co.uk, and will ignore orders from ebay.de or ebay.fr, for example.
1. Customer Groups
Within the Details page of a Magento channel, there is a Customer Groups section. Every Magento site comes with a standard set of customer groups, but they can also be customised depending on your needs. Tradebox needs to be told which customer groups to download orders from; if none are selected, no orders will download. Check that the appropriate customer groups are selected. If you've added new ones to Magento, click the Actions drop down menu in the right hand corner of that screen and choose the option Magento - Get Customer Groups. This will add any new customer groups to the list and allow you to select them for download.
2. Order Number Prefix
Magento order prefixes are another method by which Tradebox can filter your orders. This is generally used where you have a number of Magento stores that are all connected to the same admin panel. This setting is held on the Details page of your Magento channel. If a number is set there, Tradebox will only download order IDs beginning with that number and ignore any others.
Shopify Order Tags
Shopify channels can be set to filter based on Order Tags. This setting is found within the Details section of a Shopify channel. If your order tags don't match exactly what has been entered here, the orders will not be downloaded.
Shopify Order Source
Shopify channels can also be set to filter based on Order Source, another setting which is found within the Details section of a Shopify channel. If the order source set here doesn't match what is on the Shopify orders then they will not import. The only reliable way we have found to find out exactly how an order source is displayed in the Shopify API is to export the orders to CSV and check the Source column.
1. 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.
2. 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.
3. 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.
4. 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.
5. The Order Doesn't Match the Import Filter
Within the CSV channel, in Actions > Edit Import Filter, you can specify a column to filter the file by. In the example below, Tradebox is set to only import orders where the shipping country shows as USA. All orders that don't match this criteria would be ignored.