Order sync error messages

This page lists the main messages you may see with order sync.

Not all of these are hard errors. Some are informational messages that explain why an order was skipped or marked as processed.

WooCommerce -> Epos Now

These messages are most relevant when your dashboard shows Orders sync from Woo > EN.

Message	What it means	What to do
Subscription is inactive	The subscription is not active, so the order was not processed.	Reactivate the subscription before expecting order sync to continue.
Marked as processed as order date time is less than ...	The order date is older than the account's order sync start date, so it was intentionally ignored.	No action needed unless the order should have been included.
Order sync is disabled	Order sync is disabled on the account, so the order was not processed.	Enable order sync on the account.
Order already has been synced to EposNow	The order already exists in Epos Now, so it was marked as processed to avoid duplication.	No action needed.
Parent order {id} is not synced with EposNow	A refund was received, but the parent order has not been synced to Epos Now yet.	Sync the parent order first, then retry the refund if needed.
Product Id Not Matched with EPOSNOW	One or more products in the order are not linked to Epos Now products.	Check the product linker and link the missing products.
Customer Id Not Matched with EPOSNOW	The customer could not be linked or created in Epos Now during order processing.	Check the customer details and see the customer-related notes in the order failure.
Product Id and Customer Id Not Matched with EPOSNOW	The order has both product-linking issues and customer-linking issues.	Check both the product links and the customer details.
One or more products in the order do not have the measurement type set correctly	A measured/weighed product in the order does not have the measurement setup configured correctly in the Slynk Product Linker.	Check the measured/weighed product setup and product linker configuration.
Tax charged but cannot retrieve the tax rate	The order contains tax, but the matching tax rate could not be resolved for Epos Now.	Check the tax setup and contact support if this continues.
Woo location ID {id} is not mapped	The order was routed to a Woo location that is not mapped to an Epos Now location.	Fix the location mapping or order-split location setup.
Nothing to do with refund as no Line Items and Shipping Lines	A refund contained no line items and no shipping lines, so there was nothing to sync.	No action needed.
{status} - {message} - {error}	Epos Now returned an error during order creation/update. The queue comment includes the status and message from Epos Now.	Check the full queue comment. If unclear, contact support with the order link and queue message.
Successfully Updated	The order synced successfully.	No action needed.

Epos Now -> WooCommerce

These messages are most relevant when your dashboard shows Orders sync from EN > Woo.

Message	What it means	What to do
Order sync is disabled	Order sync is disabled on the account, so the transaction was not processed.	Enable order sync on the account.
Order already exists on Woo with ID {id}	The Epos Now transaction already exists on WooCommerce, so it was marked as processed to avoid duplication.	No action needed.
Failed to check existing WooCommerce orders	We could not confirm whether the transaction already exists on WooCommerce before attempting sync.	Check the website / WooCommerce API and contact support if this repeats.
Product Id - {id} not found	A product in the Epos Now transaction is not linked to a WooCommerce product.	Check the product linker and link the missing product.
Product Id - {id} mis match measure units	A product in the Epos Now transaction has measured/weighed settings that do not match the linked WooCommerce product.	Check the measured/weighed product setup and product linker configuration.
Successfully updated	The Epos Now transaction synced successfully to WooCommerce.	No action needed.
{error message returned by WooCommerce}	WooCommerce returned an error while creating the order. The exact error message is written into the queue comment.	Check the full queue comment and contact support if the cause is unclear.
{status} - {message}	The WooCommerce batch order request failed and the comment includes the HTTP status and response message.	Check the website and WooCommerce API.

Customer-related order messages

These messages can appear during WooCommerce -> Epos Now order sync because customer creation/linking happens as part of order processing.

Message	What it means	What to do
We could not auto-link the customer as there is more than one customer in EposNow with the same email address.	We found multiple Epos Now customers with the same email address, so we could not safely pick one.	Merge/fix the duplicate Epos Now customer records or contact support.

What to do if you are unsure

If you are not sure what a message means:

1. Check your order sync direction on the dashboard
2. Check the Orders Queue comment
3. Check the relevant WooCommerce or dashboard guide

Useful guides:

• How to check WooCommerce order sync status
• How to check the queue status
• How to check WooCommerce webhooks and Scheduled Actions
• How to use the product linker