Hello! We are facing an issue where some orders do not go through the API to Veracore our WMS at our warehouse. See details below.
After speaking with our Integration Hub team, it seems these orders should have passed from Shopify into VeraCore but were not.
The Shopify Integration is designed to run according to the scheduled time defined. As well as query for new orders according based on the last run time and last modified date.
Listed below are some points provided by our Integration Hub team:
The orders contained a last modified date within the select parameters of the call that was made to get orders.
We recognize that the last modified date of these orders has not changed since.
The call made to Shopify to Get Orders resulted in a successful response however the orders were not returned.
Shopify returned other orders that were created both before and after the orders provided
Below is a list of data gathered by our team of the Date and Time the call was made, the API Call that was used, the Shopify Request ID. I have also included the Response Data within the attachment of this post. We advise reaching out to Shopify for further explanation on this. According to Shopify’s policy, this data will need to be provided by the client account in order for Shopify to look into it.
I can provide specific details if anyone can help with this!
Hey @aminahstix - Alan here from the Shopify API Support team. Thanks for getting in touch. I noticed you had mentioned that you included the Request IDs and other information for the API calls where the requested information seemingly didn't surface on the VeraCore end of things.
I can't say for sure what is occurring here on our end without that information, but it is certainly something we can assist with. If you could share that information in a reply to this thread, including the X-Request-IDs that were provided, I'd be happy to take a look at the logs on our end to see if we can find out what may be happening here.
Thanks again - hope to hear from you soon.
Hi Alan - see below.
Not in api call
Date/Time Request made: 2022-06-07T21:04:19Z
Order Updated Date: 2022-06-07T20:18:34Z
Response file number: 3
Not in api call
Date/Time Request made: 2022-06-08T11:01:27Z
Order Updated Dates: 2022-06-08T00:28:52Z - 2022-06-08T09:04:40Z
Response file number: 2
Not in api call
Date/Time Request made: 2022-06-08T13:02:57Z
Order Updated Date: 2022-06-08T12:27:50Z
Response file number: 1
Hi @aminahstix - thanks for providing the data and for waiting on a reply here, it's much appreciated. Our data retention logs do only go back for 10-14 days at most, and this would place the above request IDs out of our timeframe. That said, do you have another more recent example of this error occurring, and the Request IDs for those calls from Veracore? If so, we are more than happy to keep looking into this through the community forums.
Alternatively, if Veracore are Shopify Partners, they can reach out directly using our Report an Issue form after logging into their partner account and we'd be able to work with them to further investigate why these orders are seemingly not syncing correctly. This would allow us to work with them via email and share some more detailed information that we can't share directly through our community forums.
Let us know if we can clarify anything further here - happy to help!