Troubleshooting

Failed jobs

1. Settings › Jobs, and open the run. It says what state it reached and how many items it handled.
2. Read Items this run could not do. Each line names the item, what happened - refused by the store, not in your catalogue, left out, did not complete - and the channel's own words.
3. Fix what it names, then run it again from the connection.

A run that could not do hundreds of things is usually a connection problem rather than an item problem, and the screen says so rather than listing them all.

Connection issues

The connection's card says Not working, with what the channel said and what to do about it. There are four kinds of answer and they need different things:

• Reconnect. The credential has expired or been revoked. Reconnecting mints a new one and re-grants what it needs.
• Grant it in the store's own admin. A permission this end cannot give itself. On Magento it is a box on the integration; the message names the resource.
• Wait. The channel was unavailable or asked us to slow down. The next check picks it up.
• Contact support. Use this when the issue requires investigation by the Channekt team.

Check now on the Overview tab re-runs the check immediately instead of waiting for the sweep.

Publishing issues

1. Open the product and press Check for that connection. The preflight asks the channel and lists what would stop it.
2. Work down the list. The usual four are a category not matched on that connection, a required item specific with no value, no picture, and - on eBay - a missing policy or ships-from location.
3. For EU listings, check the product has safety details: without them a listing is refused or taken down.
4. Press Publish when the preflight is clean.

A product that published and is now showing an older version is not an error: it is waiting for the next sweep, which runs every couple of minutes. Send now does not wait.

Inventory discrepancies

1. On the connection, press Compare with the store. It asks the shop what it is advertising and lists every SKU where the two differ without applying changes.
2. Then Preview stock, which shows what would be sent with your stock rules applied. A difference that survives both is usually a rule doing exactly what it was asked to.
3. If your own number looks wrong, open the variant and press Why? for every movement that made it.
4. Press Send stock to push, and read the run afterwards.

Order allocation issues

Three causes, in the order they happen:

• A line is not in the catalogue. Its SKU was not present when the order arrived. Add the product with that SKU and import that store's orders again.
• There is not enough stock. The order shows how many of how many are promised. The rest is promised when stock arrives.
• The order is on hold or cancelled. A hold keeps its stock; a cancellation gives it back.

Support reference

Every failure on our side carries a reference. It is shown in the error itself, under View technical details, and it can be copied with one press.

Paste it into Settings › Logs under Reference to find the failure. Send it to support@channekt.com and it identifies the exact request, which is faster than any description of what happened.