Orders Not Synching With Shipstation

Hello,

To our knowledge, there is little change in the way the HikaShop plugin is supposed to communicate with Shipstation's servers.
Now, and in order to better understand what is the problem in your case, can you provide us with the following elements:
- Active in your Shipstation plugin the debug mode, and in your Shipstation merchant account process an update like shown in my screenshot :

=> Then provide your log file to see Shipstation data display via our Contact us form, don't forget to add an Url link to this topic in your message
- Did you contact the Shipstation support to have more clues about your current issue, quite often they have on your side some communication log that may help us to better understand the situation.

Regards

Hi,

Thanks for the information and we got the log.
Philippe is currently only holiday and he'll be back on Tuesday. As he is the one who did everything with this plugin, he is the best suited to look into the issue, so you'll have to wait a few days so that he can come back to you. Sorry for the delay.

Hello,

Thanks for your elements, unfortunately its won't allow us to get the root issue.
So, can you provide these elements in order to progress :
- About order #591 can you confirm (or not) if it is the order with the number 591 (order number or order id?) on your site or the HikaShop references of the order mentioned are different.
=> And if so what are these references ?
- Url link to your backend (administrator)
- Backend user references (with maximum Acl)

Like previously use our Contact us form to provides theses elements, and add an Url link to this topic please.
Regards

Hello,

I'm sorry for this return but we didn't find your elements in our Contact Us form, can you send them again, please?
Regards

Hello,

I will invite you to check your username & your password, because as shown in your log file it seems that you have change your Shipstation references (username & password) around the 24 March 2023.

Documentation around your Shipstation references, remember that your shipstation references are provided by Shipstation, and you can find them in your Shipstation Merchant Account.

Double-check your references AND process in your Shipstation account connection (shown here ).

Awaiting your returns.
Regards

Hello,

I process some test on my side with your new password, and so far everything seems okay.
But did you process a connection test on Shipstation servers as said, here ?
More, can you process a test by trigger the Shipstation update (in your Shipstation marchant account) like show in this screenshot :

If that didn't work, we will need to go more far, and so provide via our Contact us form your Shipstation reference (allowing us to have more datas on your Shipstation merchant account ).

Awaiting your returns, and don't forget if you use our Contact us to add in your message an Url link to this topic.
Regards

Hello,

I'm able to see your shipped orders, see my screenshot, including your order #593 :

From this, I analyze more your elements and can't be sure of it, but we believe that your orders must have been exported to Shipstation BUT surely you will not find them exactly where you thought but they are "known" by Shipstation,
And as you observe the same problems for all your sites using Shipstation.
Could it be a bad configuration of YOUR merchant deposits? Or a misunderstanding of the interface of your Shipstation interface?
Really we don't know...

Maybe you will need to push the discussion a little more with Shipstation support, and refer to Shipstation documentation because we think that my causes of your difficulties are on the Shipstation server side as the HikaShop Shipstation plugin works as expected on our side.

Hope this will leads you to solve your issue.
Regards

Hello,

I'm really sorry to have to say it like that, but Shipstation support is not really helpful.

Here is what we believe we know from our side:
- Your Shipstation plugin works as expected by producing a correct XML following a notification from Shipstation export notification
=> And note that with an adequate notification simulation we were able to create the XML relating to your missing orders.
- When we connect to your merchant account, we can carry out updates or connection tests which are successful...

From this we need more elements or we won't be able to progress on your subject...
We needs elements like :
- Idea about what can leads us to this kind of situation, explanation more specific, concrete case etc...
- We are quite sure that Shipstation have on his side some log file that may be useful to understand the issue, like breaking XML, error message, and any elements that can provide us new elements

Note that from experience, if we discuss directly with Shipstation as we are not a customer, there is a risk that they will not even answer us...
So it's up to you to do the intermediary unfortunately, and so of course it takes longer than if we could interact directly with Shipstation Support.
Really sorry for this return, but we hope that we will be able to progress on your issue.

Regards

Hello,

well, there is a chance that my answer will not be very satisfactory, but in fact I change nothing to your Shipstation plugin.
Let's resume :
1. When I reach your website for the first time, I see only username & password error message in the log
=> You change them for most simple password.
2. I process some test to generate XML => expected behavior
3. In your Shipstation Merchant account I was able to procss test connection and manual update.
Then finally it seems that everything works as expected.

I have some theories, maybe your root issue was only an Username & Password?
=> unlikely if I believe that your other sites are concerned
From your side Shipstation make a "reset" update?
=> Following update problems, potentially the following exports, even if successful, forget to resume the previous ones, creating a "hole" in the continuity.

BUT, you can update your Shipstation plugin for all your other website, and I invite you to active your debug mode for each of your plugin in oder to look in your log to check that you haven't any error message.
Then, provide us your error message but don't forget to hide secret references.

Regards