An order cannot be processed. What can I do?
Currently, if no delivery address is specified, the billing address is automatically used.
This leads to problems if, for example, Amazon is entered as the billing address.
An update will soon be introduced that first and last name must be entered in the delivery address. Otherwise the order will not be processed.
Care should be taken to ensure that the delivery address is always filled in completely to avoid problems.
For deliveries to companies (business orders), a person must always be specified to accept the order.
I'm getting an error message. An order cannot be imported. What can I do?
Order with externalId ***** could not be saved: Call to a member function setShippingCosts() on null
There can be various reasons for the error message "on null". The most common are:
One or more fields required by Shopware are not filled (price, title, etc.).
Check whether all fields are filled in correctly and update the required data.
An incorrect language has been set, or the selected language is not available for all required fields.
To correct the error, read on here.
One or more items from the order are deactivated across the board or only for this sales channel.
Check whether the ordered items are available and activate them if necessary.
Note: You can see the exact error message in your log. Channel Pilot Pro does not have access to your log, which is why we cannot correct the errors.
What do I have to bear in mind when returning goods via marketplaces?
A return via a marketplace is always a cancellation. This must result in either a refund (the customer receives a refund) or a new order (the customer exchanges the item).
The “Return” status alone does not trigger any further actions. These must be set correctly manually.
I get an error message. What can I do?
If you receive an error message, it will tell you exactly what type of error it is. In the example shown, the delivery type and payment type could not be determined.
Notify your Account Manager of all changes to
payment types
delivery types
Customer group
Language settings
Domain of the sales channel
These settings must be changed at database level by a Channel Pilot employee. Otherwise errors will occur and the orders cannot be processed.
Once the changes have been entered by a Channel Pilot employee, everything should work again.
I get an error message for the wrong language. What can I do?
This error can occur if the current saleschannel changes to another channel. For example, due to a system error, an update to a newer version or the creation of additional saleschannels.
Go to Shopware and first check which sales channel is selected and therefore assigned to Channel Pilot Pro. See the section "How can I send orders from Channel Pilot Pro to a specific sales channel".
Then check which language is assigned to the corresponding sales channel.
The default language must match the language assigned to the domain.
Shopware itself offers a language package, which can be obtained as an extension directly and free of charge from Shopware. It also contains an overview of all currently supported languages.
How can I send orders from Channel Pilot Pro to a specific sales channel?
To assign a specific shop from Channel Pilot Pro to a specific sales channel, the shop token must be set correctly in the "Webhook" area.
During the registration of the plugin, the shop token and the merchant ID are transferred automatically. By default, this information is assigned to all sales channels that have already been created. This information is also assigned to all channels you will create in the future.
You can see this by the small symbol on the left-hand side.
To assign a different store token to a specific channel, you must remove this link by clicking on the symbol. You can then delete the information and enter the new store token.
Note: All symbols must be clicked. So all "Off" or all "On". Otherwise, problems may occur.
Tip: After deleting the old information, you should "Save" before entering the new information.
Are there known issues which could lead to errors with the plugin?
Shopware 6 is known for its large memory usage. Especially when there are many plugins in use at the same time. This can lead to a slowdown of the whole shop up to errors in the working process.
Please check the memory setup of the system where Shopware 6 is running. During the installation process, there are 512 MB PHP-memory recommended. We suggest increasing it to a minimum of 1 GB or better 2 GB if available.
Please contact your provider or system administrator to manage this change.
When errors come up, how can I solve them?
It depends on the type of error to find the correct solution. Most errors are saved in log files on the Shopware 6 server.
These log files can be found in the file system in the following folder: ".../shopware/var/log”. There should be a minimum 2 types of files:
channelpilot_prod_DATE.log -> logfiles of the plugin
prod_DATE.log -> logfiles of Shopware
To help with upcoming errors, please provide those files to your account manager for support and fast analysis.
Is there any other way to generate an export than via the store frontend?
Yes, via the internal console (CLI) of Shopware.
It is necessary to log in directly to the server via SSH connection (the correct procedure can be requested from your respective provider).
There, it is necessary to navigate to the correct folder where the console commands can be executed (for example SHOPFOLDER/public/bin).
To use the console, there are several comprehensive commands. There is an official guide from Shopware for this: https://docs.shopware.com/en/shopware-6-en/tutorials-and-faq/shopware-cli.
The console command to generate an export by the plugin would be "php console channelpilot:export".
The generated file can then be retrieved in two different ways:
via FTP using the following file path “SHOPFOLDER/public/files/plugins/channelpilot"
via URL, but this requires a setting in the plugin: “Export only via CLI command” → this means that the frontend for generating the feed is not addressed, but only files that have already been generated are retrieved
I have problems getting the Channel Pilot Pro Plugin to run with a Composer.
If problems occur with the plugin and the use of a composer, the following procedure may help to solve the problem:
By default, the composer is set up and called by the installation via "shopware-cli project ci" with the following parameters:
"--optimize-autoloader"
"--classmap-authoritative"
In rare cases, this can lead to the plugin not being able to be loaded or getting stuck in error loops.
One solution is to store the plugin under "static-plugins" and then call it again from composer.
"static-plugins" are handled differently and therefore bypass various automatic processes that can lead to errors.
My delivery notification is not being sent to Channel Pilot Pro. What can I do?
A merchandise management program or other external software that transfers data (e.g. for orders) to Shopware does not trigger a "delivery event" during the transfer. This must be done manually. You can use a cron job via the CLI console to do this.
The setup of a cron job must be carried out by a system administrator. Channel Pilot Pro cannot do this for you due to data protection regulations. Also, your interface may be different from the one we see. Therefore, please contact your system administrator.
The console command to execute a missing "delivery" would be "php console channelpilot:delivery".