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Hi, 

 

We have an outgoing issue within our Shopify connector, where the customer is not synchronized when the sales order is being created, causing the sales order to fail with this error: “Customer not synchronized, please synchronize the customer entity”, this happens randomly to some orders, not all of them. 

 

In these cases we have to go to Sync History  and manually process those orders. By the moment we do it, the customer is already synchronized (we don’t have to synchronize the customer, I think it gets synchronized a few moments after the order fails)  and the order gets processed, however, this breaks our integration because ideally we shouldn’t have to process any order manually. Is there anything we can adjust to make sure the customer coming  from Shopify is synchronized before the order is created?

 

Thanks, 

Ruben

Hi there! What is the frequency on the automation schedule? 

There is fundamentally always some time gap between syncing the customers and the orders (there is the possibility of a new order occurring after the customer sync starts but before the sales order sync begins) but maybe if you run the schedule with a higher frequency you won’t have the issue as often.

Alternatively you could try a filter on the automation to skip syncing orders placed in the last five minutes or so, so that the next sync will catch them after the customer is synced.

@RubenM , because you didn’t provide more details about the ERP version, the order json etc information, it’s hard to provide the detail solution to fix your issue, but I can provide a little more information for your reference:

  1. The order sync will trigger the Customer sync first, so usually you don’t need to sync customer first and then sync order later.
  2. If the Customer sync successfully without any error, it will come back to the order sync process, and system will fetch the Customer from ERP, if the Customer is empty, system will throw the error as you mentioned.
  3. If you find the sync record has this issue, you can try to sync the order again, if it still shows the same error, I suggest to create a support request, we can help you to debug the issue.

Hi there! What is the frequency on the automation schedule? 

There is fundamentally always some time gap between syncing the customers and the orders (there is the possibility of a new order occurring after the customer sync starts but before the sales order sync begins) but maybe if you run the schedule with a higher frequency you won’t have the issue as often.

Alternatively you could try a filter on the automation to skip syncing orders placed in the last five minutes or so, so that the next sync will catch them after the customer is synced.

We are using the Real-time sinchronization, not automation schedule.

@RubenM , because you didn’t provide more details about the ERP version, the order json etc information, it’s hard to provide the detail solution to fix your issue, but I can provide a little more information for your reference:

  1. The order sync will trigger the Customer sync first, so usually you don’t need to sync customer first and then sync order later.
  2. If the Customer sync successfully without any error, it will come back to the order sync process, and system will fetch the Customer from ERP, if the Customer is empty, system will throw the error as you mentioned.
  3. If you find the sync record has this issue, you can try to sync the order again, if it still shows the same error, I suggest to create a support request, we can help you to debug the issue.

Thanks for your answer, our ERP Version es 2023 R2. We are seeing the 3rd scennario you described, and when we  sync the order again the error is fixed, the problem is that we have to do it mannually and that is inconvenient for us, ideally the order should sync if the customer doesn’t have any problem.

Hi @RubenM were you able to find a solution? Thank you!

@RubenM Here are some troubleshooting steps.

  1. Look for errors in the customer sync. As @simonliang91 clarified above, Connector syncs the order is following steps.
    • Customer sync - first the customer is synced.
    • Customer location sync - followed by the customer location.
    • Order sync - then the order.
    • Payment sync - then the payment associated to the order.
  2.  So, in your situation, please check for customer failure in the sync history. This will tell you the root cause of why the order failed to sync.
  3. Sorting out the customer sync issue, automatically solves the order sync issue.

Happy to assist if there are further questions.

Best Regards,

Sathish S

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