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Order not syncing from WooCommerce to Epos Now

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

This page covers both WooCommerce orders and WooCommerce refunds syncing into Epos Now.

Quick checks​

Before looking into the detail, check these first:

  1. Confirm the order sync direction on the dashboard
  2. Check the WooCommerce order status is one of the statuses configured to sync in our plugin settings
  3. Check the WooCommerce order sync indicators on the order list and order page
  4. Check the Orders Queue
  5. If the order or refund is not in our queue yet, check WooCommerce webhooks and Scheduled Actions

Check your order sync direction first​

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

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

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

Check the WooCommerce order first​

Start by checking the order on WooCommerce itself.

The most important things to confirm are:

  1. the order or refund actually exists on WooCommerce
  2. the order status is one of the statuses configured to sync in our plugin settings
  3. if it is a refund, whether return to stock was ticked if you expected the stock to be adjusted on Epos Now too

If the order status is not one of the statuses configured to sync, the order will not be sent to Slynk.

Check the WooCommerce sync indicators​

Before going deeper, check the WooCommerce order list and the order page.

This will usually tell you whether WooCommerce has already handed the order to Slynk.

Reference:

Check the Orders Queue​

For Woo > EN 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 or refund was skipped, blocked, or failed.

Reference:

If there is no item in the Orders Queue​

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

The most common causes are:

  1. the order status is not one of the statuses configured to sync
  2. WooCommerce webhooks are disabled
  3. webhook permissions were lost
  4. Scheduled Actions are delayed or backlogged
  5. the order date is older than your order sync start date

Reference:

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:

Product Id Not Matched with EPOSNOW​

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

Check the product linker, fix the missing product links, then resend the order or let it retry.

Reference:

Customer Id Not Matched with EPOSNOW​

This only applies if customer sync is enabled on your account.

The customer could not be linked or created in Epos Now during order processing.

Check the customer email first. If there are duplicate Epos Now customers using the same email address, the integration may not be able to auto-link the customer safely.

Reference:

Product Id and Customer Id Not Matched with EPOSNOW​

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

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

One or more products in the order do not have the measurement type set correctly​

One or more measured or weighed products in the order do not have the correct measurement setup in the Slynk Product Linker.

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

Reference:

Tax charged but cannot retrieve the tax rate​

The order contains tax, but we could not resolve the matching tax rate for Epos Now.

If this repeats, make sure you get in touch.

Woo location ID {id} is not mapped​

This only applies if order routing or split-by-location is enabled on your account.

The WooCommerce location or routing rule used for the order is not mapped to a valid Epos Now location.

Check the order routing setup or make sure you get in touch if you are not sure how it is configured.

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.

Nothing to do with refund as no Line Items and Shipping Lines​

The refund contained no line items and no shipping lines, so there was nothing to sync.

No action is needed unless you expected that refund to contain items or shipping.

Customer sync setting​

Customer sync is optional on this sync direction.

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.

Reference:

Order routing setting​

Order routing is also optional.

If you use order routing or split-by-location logic, then a location mapping issue can stop the order syncing even when the order itself looks fine on WooCommerce.

If you are not sure whether order routing is enabled on your account, make sure you get in touch.

Refunds​

Refunds are checked through the same overall flow:

  1. WooCommerce sends the refund event
  2. it appears in the Orders Queue
  3. we check whether the parent order already exists in Epos Now
  4. we then create the refund in Epos Now if everything lines up

If the parent order has not synced yet, the refund cannot complete first.

If return to stock was ticked on the WooCommerce refund, the refunded items will also be added back into stock on Epos Now.

Keep the order direction in mind​

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

If the order never reaches our queue, the issue is usually on the WooCommerce side.

If the order reaches our queue but does not complete, the queue comment will normally tell you whether the issue is product linking, customer sync, measured product setup, tax, or routing.

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, a customer email problem, or the Woo webhook path, then:

  1. if the manual resend option is available in WooCommerce, resend the order or refund
  2. otherwise wait for the automatic retry if the queue item is already in Slynk
  3. if needed, make sure you get in touch

If the issue is that the order never reached us at all, fix the WooCommerce-side cause first before retrying.

When to contact support​

Make sure you get in touch if:

  • the order or refund never appears in the Orders Queue
  • the queue comment is unclear
  • the order still does not sync after you have fixed the obvious issue
  • customer sync or order routing looks like the cause and you are not sure how your account is configured

Please include:

  • the WooCommerce order link
  • whether it is an order or a refund
  • the queue comment or screenshot if there is one
  • if it looks product-related, which product or variation is involved