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Customer not syncing from WooCommerce to Epos Now

If your customer data is not in sync, and your setup uses WooCommerce orders syncing into Epos Now, this page will help you work through the most common causes.

This customer sync happens as part of WooCommerce order sync rather than as a completely separate WooCommerce customer queue.

Quick checks​

Before looking into the detail, check these first:

  1. Confirm customer sync is enabled on your account
  2. Check the WooCommerce order and the customer email on the order
  3. Check the Orders Queue
  4. Check the order sync and customer sync error messages
  5. If the issue is unclear, make sure you get in touch

Check whether customer sync is enabled​

Customer sync is optional.

If customer sync is enabled, we try to link or create the WooCommerce customer in Epos Now when the order syncs.

If customer sync is not enabled, the order syncs against your default sync customer on Epos Now instead, and no real customer link is created.

Reference:

Check the WooCommerce order first​

Start by checking the WooCommerce order itself.

The most important things to confirm are:

  1. the order actually exists and should sync
  2. the customer email on the order is correct
  3. whether it is a customer account order or a guest order

Guest orders do not create or link a WooCommerce customer in the same way. They normally sync against your default sync customer on Epos Now instead.

Reference:

Check the Orders Queue​

Because WooCommerce customer matching usually happens during order sync, the most useful queue is usually the Orders Queue.

If there is a queue item, the Comment field will usually tell you whether customer matching was part of the problem.

Reference:

If there is no item in the Orders Queue​

If the order never reached the Orders Queue, the issue is usually on the WooCommerce side before the event reached Slynk.

Check:

  1. the order status is one of the statuses configured to sync
  2. WooCommerce webhooks are enabled
  3. Scheduled Actions are running

Reference:

If there is an item in the Orders Queue​

The most useful thing to check is the Comment field.

The most common customer-related issues are:

Customer Id Not Matched with EPOSNOW​

The order could not match or create the customer in Epos Now.

Check the customer email on the WooCommerce order first.

If the customer should already exist in Epos Now, check whether there are duplicate Epos Now customers using the same email address.

Product Id and Customer Id Not Matched with EPOSNOW​

The order has both customer-linking issues and product-linking issues.

Check the customer email and customer setup, then check the product links too.

We found multiple Epos Now customers with the same email address, so we could not safely choose one.

This is one of the most common customer sync issues.

You will need to fix the duplicate Epos Now customer records, or make sure you get in touch if you are not sure which customer should be kept.

Guest orders​

A guest order does not have a normal WooCommerce customer account to link.

For guest orders, the order usually syncs against your default sync customer on Epos Now instead.

If you are expecting the guest customer details themselves to create a linked Epos Now customer record automatically, that is the wrong expectation for this flow.

Reference:

Default sync customer​

If customer sync is off, or the order is a guest order, the order syncs against your default sync customer on Epos Now.

That means the order itself can still sync successfully even when a real customer link is not created.

If you are troubleshooting a missing customer record, make sure you first check whether the order simply used the default sync customer instead.

Loyalty points​

If you use the Epos Now Loyalty App and customer sync is enabled, customers can still earn points on WooCommerce orders when those orders sync to Epos Now.

If the main problem is loyalty points showing on WooCommerce rather than customer matching during order sync, the more relevant page is:

Keep the customer direction in mind​

On this path, customer creation or matching happens when WooCommerce orders are sent into Epos Now.

So if the order never reaches our queue, the customer matching cannot happen either.

If the order reaches our queue but customer matching fails, the queue comment will usually point to the customer email, duplicate Epos Now customers, or a combined order issue.

What to do next​

If you have fixed the obvious issue, for example correcting the customer email or resolving duplicate Epos Now customers, then:

  1. resend the order from WooCommerce if that option is available
  2. otherwise allow the queue item to retry
  3. if needed, make sure you get in touch

When to contact support​

Make sure you get in touch if:

  • the queue comment is unclear
  • you are not sure whether customer sync is enabled on your account
  • there are duplicate Epos Now customers and you are not sure which one should be linked
  • the order still does not sync after you have fixed the obvious issue

Please include:

  • the WooCommerce order link
  • the customer email on the order
  • the queue comment or screenshot if there is one