Shopify problems and what to do about them
Problems the sync could not resolve alone are grouped by cause, each with what caused it and what fixes it.
Where it is
Health → Needs attention groups problems by cause under What needs a decision, not one row per occurrence. Dozens of rows are usually three or four decisions. Each card says what caused it and how to fix it. Open a row for the detail, then Mark resolved, or tick several and Resolve selected.
The ones you'll see most:
- SKU not in BuildTrack: a Shopify order line uses a SKU no product here has. Bring the listing in under Catalogue → Bring in, or correct the SKU on one side. Open mapping jumps to that SKU.
- Duplicate SKU blocked a new listing: you sent a product to Shopify, but every Shopify variant with its SKU is already linked to other products.
- Shopify rejected a stock update: usually the item isn't stocked at the mapped location, or the listing was deleted. Retry push; if it persists, check the listing still exists.
- Image could not be added / Image link is dead / Gallery could not be updated: Shopify couldn't fetch the image. Replace the image on the product, then push images again.
- Variant could not join its family listing: a product in a variant family couldn't be added to the family's Shopify listing. Check its option values.
- Order total doesn't match the invoice: reconcile it before approving. Check totals on the Orders tab can rebuild drafts.
- Order could not be approved automatically: approve it yourself on the Orders desk.
- Refund needs review: Shopify refunded an order that has no invoice here.
- Refund needs stock returned: return the stock in BuildTrack only if the goods actually came back.
- Cancelled order needs review / Order edited after invoicing: the invoice was already approved or stock had left, so it wasn't changed automatically.
- A Shopify fulfilment couldn't take stock: take it by hand from the invoice.
- Shopify won't send some events: Shopify's order messages aren't arriving. A 15-minute catch-up keeps orders coming; reconnect the store to fix it.
- Customer asked Shopify for their data / to erase their data: privacy requests from Shopify. Act on them and mark resolved.
Price problems have Retry prices.
If a listing is deleted in Shopify, its link breaks. The daily sync relinks by SKU where it can; where it can't, the product shows as Unmatched on Linked products for you to decide on.