Fruugo orders that fail to import into Shopify, and how to clear them
A Fruugo order that never becomes a Shopify order doesn't get packed, confirmed or shipped. Most failures come down to a handful of causes, and almost all of them are fixable in a minute once someone tells you what they are.
The short answer. Most Fruugo orders that fail to import have one of four causes: the Fruugo SKU matches no Shopify variant, there's no stock to reserve at the location that fulfils the order, the variant was deleted, or Shopify or Fruugo was briefly unavailable. Relay Sentry puts every stuck order in a fix queue grouped by cause and SKU, says what to do, and retries the orders once the cause is gone.
01The problem
Many Fruugo connectors show a failed order as a line in a log: a raw error such as “Unable to reserve inventory” or “SKU not available”, with no retry button and no hint what to do next. The same SKU fails again on the next order, and the next, so the log grows while each entry looks like a new problem.
The causes behind those errors are few and ordinary. The Fruugo SKU doesn't match any Shopify variant. Shopify has no stock to reserve at the location that fulfils the order. The variant was deleted after the product was listed. Or Shopify or Fruugo was briefly unavailable and the order simply needs sending again.
02Check these first, whatever app you use
- Find the SKU on the Fruugo order and search your Shopify products for it. If nothing matches, the SKU was changed or the product was never matched, and your connector needs to be told which variant it is.
- Check that variant has stock at the location your connector creates orders from. Shopify can't reserve stock that only exists at another location.
- Check the variant still exists. Deleting and recreating a variant gives it a new ID, and Shopify does this for you when you add a product's first option.
- Check the order date against your connector's import window. Fruugo's order API doesn't remember which orders you've already downloaded, so an order that fell outside the window isn't offered again.
- Confirm or cancel the order on Fruugo within one business day even while you fix it, since the auto-cancel clock keeps running.
03What it costs you
- Fruugo expects every order confirmed within one business day and cancels orders left unconfirmed for seven days, refunding the customer. An order stuck in a log is on that clock the whole time.
- Cancellations are one of the measures in Fruugo's order management score, whatever the reason an order got stuck.
- Clearing a long log one entry at a time takes hours, and it's easy to miss the one order that's still recoverable.
04How Relay Sentry fixes it
Grouped by cause, then by SKU
Ten orders failing on the same SKU for the same reason show as one row, not ten. You fix the cause once.
A plain-English cause and fix
Each group says what happened and what to do, such as “Shopify couldn't reserve stock: restock the product, or stock it at the location that fulfils Fruugo orders, then retry.” The original message from Shopify or Fruugo is quoted underneath, so nothing is hidden.
Map a SKU once for every order waiting on it
When a Fruugo SKU doesn't match a Shopify variant, enter the right SKU, barcode or variant ID. The match is saved, every stuck order for that SKU is requested again, and later orders import on their own.
It checks whether the fix worked
Relay Sentry reads live stock and variants from Shopify and marks rows that look fixed. “Retry all fixed” sends only those orders, and it won't send an order that already has a retry on its way.
Temporary problems retry themselves
When Shopify or Fruugo is briefly unavailable, or a confirmation hasn't reached Fruugo yet, Relay Sentry resends on a schedule and says so, so you know nothing is needed from you.
05Where you'll find it in the app
- Open Orders in Relay Sentry. The summary at the top says how many orders are stuck and links to the fix queue.
- In the fix queue, read the cause for each group and do what it says, such as restocking or mapping the SKU.
- Click Retry on a row, or Retry all fixed to send every order that now checks out.
- An order leaves the queue on its own once it goes through. Nothing is marked resolved by hand.
Fruugo's own documentation
The Fruugo rules on this page come from Fruugo's retailer documentation: