Troubleshooting and Order Status
Start with the store name, affected PO, action, and time. Record the visible message and supplier confirmation reference where available. Never include API secrets, a full credential-bearing URL, card numbers, or customer addresses in a public support request.
Setup mode or disabled actions
Section titled “Setup mode or disabled actions”A new installation intentionally starts with external actions disabled. Saving credentials does not activate it. Finish the setup checklist and coordinate readiness with the Stockr team. A disabled action is not a reason to remove and reinstall the app.
Empty inventory or incomplete history
Section titled “Empty inventory or incomplete history”Check the selected store, location, and sync progress. Inventory and sales-history syncs have different purposes. Forecasting uses sold-order history, so it is not a complete catalog list. A 24-month preference cannot override Shopify’s granted history access. Refreshing the view alone does not backfill data.
Understand PO states
Section titled “Understand PO states”| State or view | What to review |
|---|---|
| Draft | A working PO; draft creation is not supplier acceptance. |
| Sent | Check how it was sent and the email/API activity. Status alone is not shipment evidence. |
| Shipped | Shipment information is recorded; physical receiving may still be outstanding. |
| Partial | Some quantities have been received; review the remaining balance. |
| Closed | The local PO is complete. Manual full receiving can close it directly. |
| Failed | Review the failure reason and supplier evidence before retrying. |
| Archived | A read-only lifecycle state; restore through the available action if work should resume. Archiving is not supplier cancellation. |
| Cancelled | Local cancellation. Confirm any accepted supplier order separately. |
The Open view includes Sent, Shipped, and Partial orders. Draft and Failed orders have separate views. Failed and Archived are lifecycle classifications; a record can still have an underlying draft status.
Pending, deferred, or uncertain supplier submission
Section titled “Pending, deferred, or uncertain supplier submission”Stockr may delay a submission to coordinate supplier quotas. Avoid repeatedly pressing submit or creating a replacement PO.
- Read API activity and the latest submission state.
- Check whether a supplier reference or acceptance was recorded.
- If the outcome is uncertain, verify that reference in the supplier account.
- Use the PO’s supported retry/recovery action only after the original outcome is understood.
A timeout after an order request can leave the outcome uncertain. Local cancellation, archiving, or a new PO does not undo a supplier acceptance. Repeated attempts can create real duplicate orders outside the guarded workflow.
Card unavailable or authentication rejected
Section titled “Card unavailable or authentication rejected”For Motor State, refresh the account’s saved-card list and select an available card. A local last-four reference is not a new supplier payment method.
For credential errors, verify the store’s own saved connection and the supplier’s account permissions. If credentials changed while a PO was queued, ask for a review of that pending PO rather than switching accounts to force it through.
Receiving or inventory mismatch
Section titled “Receiving or inventory mismatch”Reload the PO and compare its received quantities with Shopify’s location inventory before retrying. A locally recorded receive is not independent proof that Shopify inventory changed. Check the receiving location and exact SKU’s inventory mapping. Report the affected quantity and timestamp if the two systems disagree. See receiving inventory.
For transfer shortages, do not use full receive as a partial-receipt action: the current transfer receive applies the recorded transfer quantities.
Access, permissions, and expired links
Section titled “Access, permissions, and expired links”Open Stockr again from the intended store’s Shopify Admin to establish fresh access. If authorization still fails, have an administrator review the app’s permissions with the Stockr team.
Label and mobile scanner links are temporary and tied to an installation. Generate a fresh link from the active app if one expires or stops working after reinstall. Do not share these links publicly.
Getting support
Section titled “Getting support”Use Contact with the store domain, affected page, timestamp, and a redacted description. Identify whether the issue happened during setup, a manual action, or a scheduled workflow. Keep pending supplier references available for the support conversation.