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Why can't I find an order in the AccelPay Portal?

We ingest every order your customers place in Shopify into the AccelPay Portal. If you can't find it there, it means there was an error. Here is how to resolve them:

This is only applicable if you are using the AccelPay-Shopify-Integration. If you are using the native AccelPay cart, all orders are automatically visible in the AccelPay Portal.


The AccelPay Fulfillment App in your Shopify store ingests every order from Shopify to the AccelPay Portal. For this import to work, all products available in Shopify must be mapped in the AccelPay Portal.
[Learn more on the process of adding and mapping products correctly here.]

If the products are not mapped correctly, the AccelPay app cannot ingest the order into the AccelPay Portal, and subsequently the order is not routed to any retail partner to fulfill, leading to extended fulfillment times until you manually corrected the link.


What do I do?

  1. Log in to your Shopify Store and enter any order detail page.
  2. Click "+ App block" > "order-admin-block"
  3. Pin the block to the order page for all staff by clicking the pin icon
  4. Once set up, every order will have a App block, indicating whether or not the order imported successfully.
  5. If there was any error ingesting the order, you can rekick it directly in Shopify


    If there is an item that is not mapped yet, it will show as such. Learn how to map the product to the AccelPay system in this article.

 

Please note that App blocks can only be used with Online Stores using Shopify 2.0 themes.