Missing & Incorrect Orders Troubleshooting
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How do I sync a large volume of sales?

Prevent the web connector from timing out and sync orders to our database


You have a big sale and you sell 5,000 sales in an hour. Unfortunately, your website sends orders in batches of 250. It takes 10- 15 minutes to pull all the sales from your website. The QuickBooks Web Connector requires that we get all sales in two minutes or the sync fails.


The Web Connector application responds with it's own error message: "Authentication Failed". 

Here is a screenshot of the error:



Shorter date range

Try syncing a shorter date range of sales:

  1. Login to Connex.
  2. Click manage.
  3. Expand orders > sync orders to QuickBooks > sync manually.
  4. Try syncing in 15 minute intervals:

Sync orders to the Connex database

Instead of syncing sales directly, you can sync the sales to our database. This should be used as a last resort. When you run your web connector, you will poll our database. If orders exist, then our tool will pull them:

  1. Login to Connex.
  2. Click manage.
  3. Expand orders > sync orders to QuickBooks > advanced > database.
  4. Check the field:

In a few moments, Connex will start downloading the sales. Once you have downloaded your orders and the queue is clear, deactivate the sync orders to Connex database. Otherwise, your sync will run slower.

How long will it take to queue sales?

A batch of 5,000 Shopify sales should take 15 - 30 minutes to download.

How do I see what orders are ready to download?

Connex has a menu area where you can preview the orders in the Connex database waiting to sync into QuickBooks.

Here are the steps to view orders:

  1. Login to Connex.
  2. At the Connex Dashboard, click the manage button next to your Selling Channel.
  3. Expand the Orders menu.
  4. Expand the Pending Orders menu
  5. Expand Queue menu.

Here is an example report: