1. Verify Webhook Configuration

First, ensure the webhook has been correctly configured in the Neuro interface.

Steps:

1. Log into your Neuro account.

2. Navigate to the Stores section from the left-hand menu.

3. Click the pencil icon next to the store in question.

4. Select the appropriate channel and click the pencil icon to edit it.

5. Scroll to the Webhook Settings section.

6. Confirm that:

   • The webhook URL is accurate and active.

   • The correct event types (e.g. order.created, fulfilment.updated) are selected.

   • The webhook is toggled on.

🛠 Tip: Make sure your endpoint uses HTTPS and is accessible from outside your network.

2. Ensure the Webhook is Activated

1. Log in to your Neuro account.

2. From the left-hand menu, click Stores.

3. Locate the store associated with your webhook and click the ✏️ pencil icon to open the store settings.

4. Navigate to the Webhooks tab.

5. In the Webhooks table, check the Is Active column:

   • If ticked, the webhook is already active.

   • If unticked, click the checkbox to activate the webhook.

6. Click Save if any changes are made.

3. Test the Webhook Endpoint

Before diving into logs, you may wish to verify that the webhook endpoint is functioning independently of Neuro.

You can use a cURL command or a tool like Webhook.site or Postman to simulate a payload:

Example
BASH
Copy
curl -X POST https://your-webhook-endpoint.com \ -H "Content-Type: application/json" \ -d '{"event":"order.created","data":{"order_id":"12345"}}'

If your endpoint does not respond with a 2xx success code, troubleshoot the application or service receiving the webhook.

4. Verify the Webhook URL

1. While still in the Stores section, click the pencil icon next to the store with the webhook you wish to verify.

2. Go to the Webhooks tab.

3. Click the edit icon next to the relevant webhook.

4. Confirm that the Webhook URL:

   • Is correctly entered.

   • Uses the correct protocol (e.g., https://).

   • Points to a valid, reachable endpoint.

5. Make any necessary corrections and click Save.

5. Check Neuro's Webhook Logs

Neuro maintains detailed logs of webhook transactions.

Steps:

1. Go to Stores.

2. Select the relevant store and channel (edit each using the pencil icon).

3. Click on Transaction Records.

4. Filter the log by selecting webhook_send as the Log Type, then click Add.

5. Review the recent logs for the specific event you're expecting.

For failed webhook transactions:

• Click the pencil icon to open the log entry.

• Review the Request Payload, Response Status, and any Error Message returned.

• Common issues include:

  • Timeout errors

  • 404 Not Found (incorrect endpoint)

  • 401 or 403 (authorisation failure)

  • 500-level errors from the destination server

6. Confirm the Receiver URL is Operational

1. In the left-hand menu, navigate to Transaction Records.

2. Select the relevant store from the dropdown.

3. Click Webhook Transaction Records.

4. Review the list for any failed transactions.

5. If failures are found:

   • Click the pencil icon next to the most recent failed record.

   • Scroll to the Response section.

   • Review the error message returned by the receiver server.

🛠️ Take corrective action based on the error message. Common issues include unreachable endpoints, timeout errors, or authentication failures.

If the issue persists, please contact Neuro Support with the transaction log details for further assistance.

4. Confirm Event Trigger Conditions

Certain webhook events only fire under specific conditions. For example:

• order.created is only triggered after an order has been successfully imported.

• fulfilment.updated is sent after a fulfilment is created and marked as synced.

Make sure that the expected condition was met before expecting a webhook call.

5. Contact Support (If Needed)

If the configuration is correct, the webhook endpoint is operational, and the logs indicate issues beyond your control:

• Gather the log entries (including timestamps and error messages).

• Include relevant webhook settings (redact sensitive data).

• Submit a Support Ticket via the Neuro Help Centre.

Additional Recommendations

• Rate Limits: Ensure your endpoint can handle Neuro’s webhook frequency. Implement retry logic and return 2xx responses promptly.

• Security: Validate the source of webhook calls via IP allowlists or secret headers if implemented in your integration.

Next Steps & Support

Need help? Explore more of our documentation, or contact support.