FAQs

This page contains answers to common questions or issues that merchants may have. This page is a helpful resource for anyone looking for quick answers. If you can't find the information you're looking for, please don't hesitate to contact us through the in-app support widget within the app.

Common Order Sync Issues

Apparel21 returned an error "xml string could not be parsed"

Apparel21

This error indicates an Apparel21 server error or issue. These will continue to error until the server has been resolved by Apparel21.

Please note that once restored these orders will sync through to DotApparel automatically, we will monitor your DotApparel instance and can advise once restored. Alternatively, you can reach out to Apparel21 directly for more information on this error.

Apparel21 returned error "The person already exists" error code 5215

Apparel21

The DotApparel will first check if a customer exists in AP21 by querying with the customer’s email address. If the connector received a "5008 No data found" message, it would consider the customer not existing in AP21 and thus try creating a new customer with the same email address in AP21. However, at this stage, if AP21 returns errors like "The person already exists", this means the Person is most likely not set to "WEB customer" in AP21.

Normally, to resolve this issue, the merchant does not have to delete any customer records in AP21, they just need to make sure the customers are all set to "WEB customer" in AP21.

Apparel21 returned error "Email already exists for another person" error code 5006

Apparel21

Similar to above, the merchant may also need to check if there are double-ups in AP2 and delete the duplicates.

Apparel21 returned error "Size of field Firstname, 38 is too long. Maximum length is 20" with code 5014

Shopify

Apparel21 only allows up to 20 characters for the name fields. Therefore, the merchant will need to edit the customer name (both first and last name) in Shopify, then re-upload the order to AP21.

Apparel21 returned error "Size of field Address Line 1, 53 is too long. Maximum length is 50" with code 5014

Shopify

Apparel21 only allows up to 50 characters for address line fields. The steps to resolve this error:

1. Go to the DotApparel App and search for the order

2. Click on the Order list item

3. Hover over the affected line items and editing the address/name accordingly:

billingAddress

shippingAddress

Apparel21 returned error "Server did not respond within the specified timeout interval: Server did not respond within the specified timeout interval " with code 5015

Apparel21

This error indicates that the API connection is temporarily down due to AP21 server issue. Once the issue has been resolved by AP21, the merchant can manually re-upload the order to AP21.

There is more than one Apparel21 person with the email attached to this order

Apparel21

You may also see the error “5013: More than one person satisfies the filter“ when attempting to retry the order straight away. This is because:

• All orders in Apparel21 have to be attached to a person.

• When there is more than one person in Apparel21 with the same email address, we are unable to find the correct customer to attach the order.

• The merchant should delete one of the duplicate persons such that there is only one person with the email address, then retry this order.

Sku id could not be parsed from XXXXXXXXXX

Apparel21

The customer may have purchased an item that has not been mapped with Apparel21. In this case, the merchant will need to map the item with AP21:

1. Look into AP21 and make sure the product is available to the AP21 Retail API

2. Download the latest products from AP21

3. Run “upload product to Shopify“

After that, the merchant can simply re-upload the order to AP21. If everything is going correctly, the order will be pushed successfully.

There is no configured Apparel21 payment gateway for the Shopify gateway "gift_card"

Apparel21

1. First we need to confirm if the merchant is using AP21 gift voucher

2. If they are, this means the customer might have accidentally used a "native" Shopify gift card. In this case, DotApparel team need to temporarily add the "gift_card" gateway so the order can be pushed through, then we will need to further investigate the reason. The temporary gift_card gateway does not need to be set up with a dummy sku. DotApparel team simply needs to add gift card in the payment gateway mappings.

3. If the merchant indeed is using Shopify gift card, then we need to set up the "gift_card" payment gateway, and also the dummy sku idx

Incorrect validationID

Apparel21

1. First we need to ask the merchant for the voucher pin and voucher number

2. Once received from merchant, go to postman and use the Validate Gift Voucher call to create a new validation id.

3. Alternatively, for step 2, you can go to the storefront and add any product to cart, apply the pin and voucher number to generate a new validation id.

4. Proceed to push the order through to AP21

5. Remove active status from voucher at checkout once order has been pushed through

Cannot map line item without a sku ORDER SYNCAP21

Similar to the “sku id could not be parsed from” error. The customer purchased an item that does not have an SKU number in Shopify. The merchant will need to map the item with AP21:

1. Update the SKU number in Shopify

2. Look into AP21 and make sure the product is available to the AP21 Retail API

3. Download the latest products from AP21

4. Run “upload product to Shopify“

Since Shopify does not allow editing SKU in order line items, the merchant may have to refund and re-add the line item to make sure the SKU is populated in Shopify before trying re-uploading the order to AP21.

click and collect order must contain either Store ID or Store Number attribute

The error indicates that the order doesn’t have the required Store ID or Store Number in Shopify order.note_attributes, which should be a front-end problem.

The following errors can be seen from the dashboard or logs. Normally, these errors are not as critical as the System Alerts and they may disappear themselves when data is changed in AP21.

Common Product Sync Issue

Shopify upload errors: colour with id XXXX could not be found in style.remoteData

The app hasn't been able to archive or delete products automatically yet. So this error indicates that the white colour is no longer visible to the Retail API and cannot upload to Shopify.

If the colour is still purchasable online, we need you to enable this colour for WEB in Apparel21.

If the colour has been sold out or not published yet, the error can be disregarded now.

Debugging missing styles

In Apparel21, you are able to define a filter which determines which products are visible to the Retail API. Usually, this filter is attached to a reference (like “web active”), the inclusion of an RRP price on the product, and various other factors.

If after the daily task has run, you cannot see a style code inside the DotApparel app, or Shopify, it’s very likely that the style is hidden in Apparel21 using the Retail API filter. When it’s hidden, it’s impossible for DotApparel to know that the style exists.

You should check your Retail API filter settings, and then add whichever missing data is needed on the style. Then, when you run the product download task inside the DotApparel21 app (or wait for the daily task), you will see the style appear.

Common Fraud Workflow Issues

How to prevent fraud orders from being flowed to Apparel21

The details of the Fraud Workflow can be found in this article Fraud Workflow

Klarna’s orders are missing the capturing payment by Shopify flow

If using the Shopify Flow app to trigger the capture of a Shopify order (when the "payment capture" method is set to "manually"), a time delay (~30 minutes) should be included after the "Check if" payment method is "Klarna" step, to avoid the Payment gateway sometimes set to null in some Shopify webhooks, e.g. for webhooks used by apps like Signifyd.

Resource link: Klarna Docs - Order Management