Channel Set Up, but Orders Not Coming Through? What to Do

This article guides you through the essential troubleshooting steps if your orders are not importing into Neuro. It covers how to verify channel activation, confirm authentication, handle order creation dates, check order fulfilment and payment status, and ensure the sales channel API is responding as expected.

Last updated 2 months ago

Orders Not Importing into Neuro: Troubleshooting Guide

If you're not seeing expected orders appear in Neuro, follow the structured steps below to identify and resolve the issue.

1. Confirm the Sales Channel is Active

Ensure the relevant sales channel is active within your Neuro configuration.

Steps:

  1. Log into your Neuro account.

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

  3. Locate the store and click the pencil (edit) icon.

  4. Click the pencil icon next to the relevant sales channel.

  5. Ensure the Is Active checkbox is selected.

If it is not enabled, activate it to allow synchronisation.

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2. Verify Channel Authentication

Authentication must be valid for data synchronisation. Confirm that the channel has successfully completed the authentication handshake (auth_connect).

Steps:

  1. Go to Stores > Select your store > Click the channel’s pencil icon.

  2. Click Transaction Records.

  3. Filter by Log Type.

  4. Select auth_connect and press Add.

  5. Check if the response status is successful.

If the log shows a failed status:

  • Click the pencil icon to view the response details.

  • If the error relates to invalid or expired credentials, update them accordingly.

  • Reconnect the channel and confirm the auth_connect job completes successfully.

For persistent issues, contact Neuro Support with the error message.

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3. Review the Order Creation Date

Neuro, by default, only pulls orders created after the sales channel setup date. If you require older orders, you must manually initiate an order polling job.

Steps:

  1. Go to Stores > Edit your store > Edit your channel.

  2. Scroll to the Order Polling section and toggle it on.

  3. Select the desired polling start date.

  4. Click Save.

Allow 3–10 minutes for orders to sync. If no orders appear, continue to the next step.

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4. Check Fulfilment and Payment Status

By default, Neuro only imports orders that are both paid and unfulfilled. If the orders you are expecting are fulfilled, cancelled, or unpaid, you will need to modify your import preferences.

Steps:

  1. Go to the channel’s Order Management section.

  2. Enable the relevant order status settings that you require (e.g., include fulfilled or cancelled).

  3. Perform an order polling job as described above.

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5. Confirm API Responsiveness of the Sales Channel

At times, your sales channel may not respond correctly to Neuro’s API requests due to issues on their end. You can verify this by checking get_orders logs.

Steps:

  1. Navigate to Stores > Edit your store > Edit your channel.

  2. Click Transaction Records.

  3. Filter by Log Type.

  4. Select get_orders and press Add.

  5. Review the most recent logs.

If the status is "Failed":

  • Click the pencil icon to inspect the response.

  • Follow the error message's guidance or share it with Neuro Support for further assistance.

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Next Steps & Support

If you have followed all troubleshooting steps and the issue persists:

We are here to ensure fulfilments run smoothly across all your connected sales channels.