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Order not syncing from Epos Now to WooCommerce

If your order data is not in sync, and your dashboard shows Orders sync from EN > Woo, this page will help you work through the most common causes.

This page covers Epos Now transactions syncing into WooCommerce in this direction.

Quick checks​

Before looking into the detail, check these first:

  1. Confirm the order sync direction on the dashboard
  2. Check the Epos Now transaction actually exists
  3. Check the Orders Queue
  4. Check the order sync error messages
  5. If the transaction does not appear in our queue within a few minutes, make sure you get in touch

Check your order sync direction first​

If your dashboard shows Orders sync from EN > Woo, then Epos Now orders should sync into WooCommerce.

If your dashboard shows Orders sync from Woo > EN instead, then this page does not apply.

If you need a refresher on how this sync direction works, have a look at:

Check the Epos Now transaction first​

Start by checking the transaction on Epos Now itself.

The most important things to confirm are:

  1. the transaction actually exists on Epos Now on the linked location
  2. the products on the transaction are linked correctly

In this sync direction, customer sync is not available. Orders from Epos Now sync to WooCommerce against the default WooCommerce customer called Epos Now Customer.

Check the Orders Queue​

For EN > Woo order sync issues, the most useful queue is usually the Orders Queue.

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

Reference:

If there is no item in the Orders Queue​

If the transaction does not appear in the Orders Queue within a few minutes, make sure you get in touch.

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

If there is an item in the Orders Queue​

The most useful thing to check is the Comment field.

Some of the most common issues on this sync direction are:

Order sync is disabled​

Order sync is disabled on the account, so the transaction was not processed.

If you expect Epos Now transactions to sync to WooCommerce, make sure you get in touch.

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 is needed unless you believe the wrong WooCommerce order was matched.

Failed to check existing WooCommerce orders​

We could not confirm whether the transaction already exists on WooCommerce before attempting the sync.

This usually points to a WooCommerce site or API issue rather than a problem with the Epos Now transaction itself.

Product Id - {id} not found​

One or more products in the Epos Now transaction are not linked to WooCommerce products.

Check the product linker, fix the missing product links, then let the order retry or make sure you get in touch.

Reference:

Product Id - {id} mis match measure units​

A product in the Epos Now transaction has measured or weighed settings that do not match the linked WooCommerce product.

Check the measured or weighed product setup and the product linker configuration.

Reference:

{error message returned by WooCommerce}​

WooCommerce returned an error while we were creating the order.

Check the full queue comment. If it is unclear, make sure you get in touch with the transaction details and the queue message.

Order status on WooCommerce​

In this sync direction, Epos Now orders can be created on WooCommerce in either completed or processing status, depending on how your account is configured.

If you were expecting a different WooCommerce order status, that is usually a settings issue rather than a failed sync.

Reference:

Default WooCommerce customer​

Customer sync is not available in this direction.

All Epos Now orders sync to WooCommerce against the default WooCommerce customer called Epos Now Customer.

You can rename this customer, but it should not be deleted.

If the customer has been removed or changed unexpectedly, make sure you get in touch.

If there is even one product in the transaction that is not linked correctly, the whole order will not sync to WooCommerce.

That is why Product Id - {id} not found is one of the most important queue messages to check first.

Reference:

Measured and weighed products​

Measured and weighed products are supported in this direction, but the linked product settings need to line up correctly between Epos Now and WooCommerce.

If the queue comment shows a measurement mismatch, check that product before looking elsewhere.

Reference:

Keep the order direction in mind​

When Epos Now is sending orders into WooCommerce, the Epos Now transaction is the source event.

If the transaction never reaches our queue, the issue is usually before it reached Slynk.

If it reaches our queue but does not complete, the queue comment will normally tell you whether the issue is product linking, measured product setup, or a WooCommerce website or API response.

For the wider order and stock behaviour in this direction, have a look at:

What to do next​

If you have fixed the obvious issue, for example a missing product link, then:

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

If the issue is that WooCommerce returned an error, the next step is usually to check the site or plugin configuration rather than the Epos Now transaction itself.

When to contact support​

Make sure you get in touch if:

  • the transaction never appears in the Orders Queue
  • the queue comment is unclear
  • WooCommerce returned an error and you are not sure what caused it
  • the transaction still does not sync after you have fixed the obvious issue

Please include:

  • the Epos Now transaction
  • the queue comment or screenshot if there is one
  • if it looks product-related, which product has the issue