This article explains why orders placed in your e-commerce store, such as Etsy or Shopify, might not show up in your Gelato dashboard. We'll guide you on how to troubleshoot potential issues and get your orders imported successfully.
Visit https://dashboard.gelato.com/audit-logs/list to check why your orders weren’t imported.
Understanding Order Import Issues
Gelato provides an Order Audit Logs feature in your account, offering transparency in your order processing. By accessing the Order Audit Logs, you can gain insights into why an order might not have been imported.
Let's explore some common messages you might encounter in the logs, along with their explanations and recommended actions:
Common Order Audit Log Messages
1. No mapped line items
What this means: The product(s) included in the order are not currently linked to your Gelato account.
Next step: To avoid delays and ensure proper product connection, place a new manual order.
Optional: If you prefer to import orders even for items not yet connected to Gelato, you can enable the "import not connected" feature.
2. Order not paid
What this means: Gelato only processes and imports orders that have been successfully paid for.
Next step: Make sure the order in your e-commerce store is marked as paid before attempting to import it to Gelato.
3. No shipping address
What this means: A valid shipping address is mandatory for Gelato to fulfill orders. This message indicates a missing shipping address in the order details.
Next step: Update the order in your e-commerce platform by adding the correct shipping address, then attempt another order synchronization.
Accessing Your Gelato Order Audit Logs
Follow these simple steps to review your Audit Logs and gain insights into your order import status:
Log in to your Gelato dashboard.
Click on the Developer section from the left hand menu.
Click on Audit Logs.
The logs will provide a detailed record of actions related to your orders, helping you identify and resolve any issues.
Need Further Assistance?
If you've followed the steps above and are still facing order import problems, please don't hesitate to contact Gelato support. Our team is here to assist you!