Why are my orders automatically canceled on Connector?
Here are the keys to solving this problem, along with a concrete example.
This article helps you understand why certain orders imported from your store are canceled by the Connector and how to fix this issue related to SKU codes.
What is a SKU?
The SKU (Stock Keeping Unit) is the unique reference for your item. For the Connector software to process an order, this reference must be strictly identical between your online store and Connector.
Common causes of cancellation
The Connector automatically cancels an order if it detects an unknown SKU. This usually happens in the following two cases:
- SKU name inconsistency: The SKU name in your store does not match exactly (down to the character) the SKU registered in Connector.
- Item not created: The item was imported or sold on your store but was never previously created in the Connector interface. Note that this also applies to flyers and promotional items (goodies).
How to solve the problem?
To ensure the correct processing of your orders, follow these verification steps:
| Step | Action |
|---|---|
| Check SKU spelling | Compare the SKU in your store with the one visible in the "Articles" tab of Connector. A different capital letter, an extra space, or a missing hyphen is enough to block the order. |
| Check item existence | Ensure that every item on your store has a corresponding record in Connector. If you do not want all SKUs to be imported into the Connector, an exclusion rule can be set up in the Connector. |
| Create missing items | If an item is missing, click the "ADD NEW ARTICLE" button in Connector to add it with the exact SKU used on your store. |
| Standardize your data | If you change a SKU on your store, you must update the corresponding SKU in Connector to maintain the link. |
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