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Customer updates not syncing from Epos Now to WooCommerce

If customer updates are not in sync, and you are checking things like loyalty points on WooCommerce, this page will help you work through the most common causes.

This page covers the dedicated Customers Queue, which is mainly used for customer updates from Epos Now to WooCommerce.

This only applies when Epos Now is the stock master, because that is the direction where WooCommerce orders sync into Epos Now and customer sync is available.

Quick checks​

Before looking into the detail, check these first:

  1. Confirm customer sync is enabled on your account
  2. Confirm the customer is linked
  3. Check the Customers Queue
  4. Check the customer sync error messages
  5. If the update does not appear in the queue or the issue is unclear, make sure you get in touch

Check whether customer sync is enabled​

If customer sync is not enabled, these customer updates will not run.

That includes loyalty points syncing back to WooCommerce.

Reference:

For customer updates to sync back to WooCommerce, the Epos Now customer needs to be linked to the correct WooCommerce customer.

If the customer is not linked, the update cannot be applied to WooCommerce.

Check the Customers Queue​

For this type of issue, the most useful queue is the Customers Queue.

If there is a queue item, the Comment field will usually tell you why the update was skipped, blocked, or failed.

Reference:

If there is no item in the Customers Queue​

If the expected customer update does not appear in the Customers Queue, make sure you get in touch.

This usually means the update has not reached us at all.

If there is an item in the Customers Queue​

The most useful thing to check is the Comment field.

The most common issues on this path are:

Customer sync is not enabled​

Customer sync is disabled on the account, so the customer update was not processed.

If you expect loyalty points or customer updates to sync to WooCommerce, make sure you get in touch.

Customer is not linked​

The Epos Now customer is not linked to a WooCommerce customer.

Link the customer first if you expect the update to sync.

Customer Endpoint Point call api failed​

We tried to fetch the latest customer details from Epos Now and that API call failed.

Retry later or make sure you get in touch if it continues.

WooCommerce customer not updated​

The customer update reached WooCommerce, but WooCommerce did not accept the update.

This usually points to a website or WooCommerce API issue rather than a customer-link issue.

Successfully Updated​

The customer update synced successfully.

No action is needed.

Loyalty points​

The main customer update most users notice on WooCommerce is the Epos Now loyalty points balance.

If customer sync is enabled and the customer is linked, we can sync the current Epos Now loyalty points balance back to WooCommerce.

This is a one-way update from Epos Now to WooCommerce and is mainly for display on WooCommerce.

WooCommerce is not the source of truth for loyalty points in this flow.

Reference:

Keep the customer direction in mind​

This page is about customer updates from Epos Now to WooCommerce after the customer is already linked.

If the real issue is that the WooCommerce customer never matched or created correctly when the order synced, the more relevant page is:

What to do next​

If you have fixed the obvious issue, for example linking the customer, then:

  1. allow the queue item to retry if it is already in Slynk
  2. if needed, make sure you get in touch

When to contact support​

Make sure you get in touch if:

  • the update never appears in the Customers Queue
  • the queue comment is unclear
  • WooCommerce is not accepting the update
  • the customer is linked but the update still does not sync

Please include:

  • the Epos Now customer
  • the WooCommerce customer if known
  • the queue comment or screenshot if there is one