Before any troubleshooting begins please prepare the Support Ticket as per the Ticket Guide.
**If the retailer has not provided enough information when they first submit the ticket and you need more information to be able to accurately troubleshoot and understand the issue use the Canned Response called 'Please provide more information to help us assist you'.
Most common new install and setup issues for Trade Runner:
Retailer can't complete connection due to an old TradeVine account - Guide to fix:
Retailers who receive this error when trying to complete the connection process need to have their account disconnected from Trade Vine. Dave Stewart can do this. Please Execute the Tradevine already connected to an account Scenario in FreshDesk which will prompt Dave and send a response to the retailer.
Keep the ticket assigned to you and keep on hold until complete.
Do's and don'ts for new retailers - Guide for troubleshooting:
Do not hit Start Selling, only the Trade Me team must do that.
Ensure the retailers have Pay Now set up with Trade Me. Add Dave Stewart into the ticket for this request.
Do ensure the retailer has a default Shipping Method set up.
Ensure the retailer is aware that Trade Runner is free but that there are listing costs associated with listing on Trade Me.
Ensure the retailer understands that if a product is mapped to a trade me category then that product will list on trade me. Feeds are automatic, they have to use blocking or do not map to a category to stop products from listing and updating.
Retailer is unable to connect to Trade Runner from their E-commerce store. Guide to fix:
With connection issues please ensure the retailer provides Store ID/Name Trade Runner Account Name, the exact error message specific to the platform they are connecting from.
Shopify: The most common issue for new signups is when the retailer has previously installed the Trade Runner app. There are several scenarios to understand, this article explains - http://traderunnersupport.omnivore.com.au/support/solutions/articles/17000068242-setup-and-install-faqs
Bigcommerce: As with Shopify the same applies to Bigcommerce - http://traderunnersupport.omnivore.com.au/support/solutions/articles/17000068243-setup-and-install-faqs
Magento 1 and 2: for both Magento 1 and Magento 2 signups and installations please read below, we have created a separate section to cover this.
WooCommerce: WooCommerce does not connect via the App/Plugin, Trade Runner connects to WooCommerce via the Rest API. Like Magento the WooCommerce signups may require whitelisting IP Addresses which can be found here http://traderunnersupport.omnivore.com.au/support/solutions/articles/17000075309-trade-runner-ip-addresses - check the Omnivore Support Portal for article too.
Use this article here as a first response for connection issues - http://traderunnersupport.omnivore.com.au/support/solutions/articles/17000080626-woocommerce-connection-troubleshooting
Things to check. Test Connection - put error in the ticket. Failed Retrieve or Import Jobs - put failed job error in ticket. Failed Orders - add to ticket. Sometimes the Test Connection back to Woocommerce will work but orders will fail and or products will not import. Gather as much info as you can and add it into the ticket.
Find out what version they are on, what other plugins they may have that are interring with any connection.
Retailer is setup but has issues with Shipping. Guide to fix:
Trade Runner retailers will see an error on their Dashboard if their default shipping is not set up. Guide them to set this up and ensure they do an Upload to Trade Me to confirm the setup.
Common shipping issues can be to do with the fact that combined shipping at the cart level is not supported so retailers have to do a work around for additional item fees.
If they have used Product Groups and they have put in more than one criteria in the Product Group this can cause one criteria to over ride the other, so check product groups if used for shipping setup.
If some shipping methods are not uploading to TM, check with the TM team to see if there is anything on the account that is over riding shipping or shipping methods being updated.
If shipping costs on an order are not correct according to the retailer, check the raw order data file as received from the marketplace to match shipping charge vs what shipping is in the order.
Check FAQ's for characters that cannot be used when naming shipping methods.
Some characters cannot be used on Trade Me. $ is one.
Retailer has connected for the first time but products are not syncing or not all products imported the first time. Guide to fix:
This is Ecommerce Platform specific. There are several reasons why products may not all import or import correctly the first time.
Shopify - the most common and simple fix for missing product for Shopify is to send this FAQ to the retailer - http://traderunnersupport.omnivore.com.au/support/solutions/articles/17000055084-missing-products
Bigcommerce - the same goes for Bigcommerce, most missing product issues can be understood by sending this to the retailer - http://traderunnersupport.omnivore.com.au/support/solutions/articles/17000064413-missing-products
Magento & Woocommerce -
For all platforms. If products appear missing and the retailer cannot find them in TradeRunner/Omnivore check the following:
Use Product, Product Metadata where you can do sku or keyword search. You will be able to see errors if there are any, or anomaly on any imported products.
Use Product, Queued Products where you can search by product id, product sku, partial title match. You will be able to see errors if there are any, or anomaly on any imported products.
You can use Queued Product Upload if you are looking for particular errors on a product that will not list on Trade Me.
Also check the Listing Errors on the Dashboard, eg. image is too small is a common reason for products no importing correctly.
Check store info and store summary on the Retailer Admin Dashboard page for how many products should be imported vs what we have.
Magento setup and installs for Trade Runner:
Please consider these points when, 1) you are helping to setup a Magento retailer 2) when you are helping a retailer who has Trade Runner and they add another App (eg. CatchFeeder) 3) a retailer wants to migrate from Magento 1 to 2
Guide to troubleshooting:
There are two ways to install the plugin to use Trade Runner, using the Connection Manager in Magento, or uploading and unzipping the files directly on the server. Determine which method the retailer is using.
Most of the Trade Runner Magento FAQ's cover basic setup and install issues so always check those first - http://traderunnersupport.omnivore.com.au/support/solutions/17000080000
If a Magento retailer wants to install another App to connect to a different marketplace advise them to do so with our assistance. There is an FAQ we can send them to guides them through the do's and don'ts, see below - http://support.omnivore.com.au/support/solutions/articles/17000076240-using-omnivore-catchfeeder-and-trade-runner-magento-extensions-simultaneously
If they have already installed another App to connect to a new marketplace it will have broken their Trade Runner connection. This has to be escalated to development to be fixed. This FAQ covers the scenario but it does not cover the fix - http://support.omnivore.com.au/support/solutions/articles/17000076240-using-omnivore-catchfeeder-and-trade-runner-magento-extensions-simultaneously
There are two options for the above scenario, they can have a Trade Runner account and a CatchFeeder account which means they will view two separate Dashboards OR they can migrate to Omnivore, have one Connection and have multi-marketplaces.
Upgrading to Magento 2 requires creating a new Trade Runner account - this is the only FAQ covering this scenario - http://traderunnersupport.omnivore.com.au/support/solutions/articles/17000070878-upgrading-from-magento-1-to-magento-2. We recommend that the retailers do this with our assistance unless they really know what they are doing.