My Order Isn't in FarApp
If your order isn't in FarApp, you'll want to check the following:
- Is my order sync enabled? You can check if it's enabled if you go to your FarApp dashboard at app.farapp.com and navigate to Data Flows > Manage Data Syncs under the connector that's missing the order. If your order sync is disabled, the order won't import.
- Is my order in a status FarApp import? You can check the statuses FarApp will import if you go to your FarApp dashboard at app.farapp.com and navigate to Settings > Orders > General under the connector that's missing the order. If the status of your missing order isn't highlighted in the "Automatically import orders in the following statuses" field, it won't import.
- What date is FarApp pulling orders from and was my missing order created before then? You can check the date FarApp will import orders from if you go to your FarApp dashboard at app.farapp.com and navigate to Settings > Orders > General > Advanced Options under the connector that's missing the order. If the order date is before the date populated in the IMPORT ORDERS CREATED AFTER field, it won't import.
My Order Did Not Import into my Backend System
If one of your orders has not imported into your backend system (e.g. NetSuite), please log into FarApp first and search for the order by ID, if you find the order in FarApp look to the next paragraph for instructions, if you do not find the order in FarApp navigate down to the “My Order Did Not Import into FarApp”.
Oftentimes the order will be in FarApp but will indicate an error that must be resolved before it imports into your system. If an order has an error for several days and you don’t resolve the issue, FarApp will automatically cancel the order. You’ll want to make sure that you address order import errors (which you should get emails for) so that the orders import properly. If you do find that the order status is “Cancelled” in FarApp, this is most likely what happened. You can uncancel the order using the dropdown in the rightmost column. Once you uncancel, please try posting it to NetSuite using the button in the rightmost column which should either import the order or display the error preventing it from importing.
My Order Did Not Import into NetSuite but its Status is "Order Posted, Waiting for Shipment"
Please see this article for more information: https://support.farapp.com/hc/en-us/articles/218489398.
My Order Did Not Import into FarApp
A common issue with orders not importing into FarApp is that the connection between your channel and FarApp was down for an extended period of time. This can happen if the url of your online store changes or if the criteria for connecting changes. Even with the connection restored you may have orders that are several days old that never got imported so now FarApp will miss them. If you find that an order has not imported to FarApp the first thing you will want to do is try to manually import an order using the instructions from this Knowledge Base article: https://support.farapp.com/hc/en-us/articles/217186047-Manually-Import-an-Order-into-FarApp. If you do this and the order is imported then you know that is the most likely cause of the issue.
If you try retrieving your order using the instructions in the link and get an error message you should get a detailed message as to why this order did not import. One of the most common issues is that the order has a status that you have not set FarApp to import on. To resolve this issue you can either take the steps to get the order changed to a status accepted by FarApp, or you can open a support ticket and see if FarApp can import an orders with the status in question.