Troubleshooting
“Test connection” fails
Section titled ““Test connection” fails”- Check the mode: sandbox credentials only work in Sandbox and production credentials only in Production.
- Check for spaces before or after the merchant ID and the token.
- “Paused: CDON refused the credentials” means CDON answered 401. Ask CDON for valid API credentials, save them and test again.
- Your server must reach
merchants-api.cdon.com(or the sandbox host) over HTTPS (port 443) with TLS 1.2 and a current CA bundle.
A product is not listed
Section titled “A product is not listed”The Listings page shows the reason:
| Message | Fix |
|---|---|
| No channel category | Map one of the product’s categories on the Categories page. |
| No exchange rate for … | Enter a rate on the Rules page or add the currency in Administration > Currencies. |
| Title is shorter than 5 characters / Description is empty | CDON needs a 5-150 character title and a 10-4096 character description. |
| The product has no image | Add a main image. |
invalid_category |
The CDON category is not valid in that market: map another one. |
permission_denied |
Your CDON account may not sell in that market: untick it on the Rules page or ask CDON. |
invalid_vat_rate, invalid_classification |
Check the condition setting and the product with CDON support. |
An order is not imported
Section titled “An order is not imported”The Orders page shows the reason (for example “No product mapping for SKU …”). Map the product or fix the SKU at CDON, then press Retry. “A product of the order is not available in the shop” means the product is disabled, out of stock or hidden from guests.
The CDON order is not fulfilled
Section titled “The CDON order is not fulfilled”- The CS-Cart order needs a shipment; with “Wait for a tracking number” on, the shipment needs a tracking number.
- “Fulfilment refused”: CDON refused it (cancelled order or past the fulfilment deadline). The reason is in the error column; after fixing it press Send fulfilment again.
Nothing happens
Section titled “Nothing happens”- Check Settings > Enable and the license status bar on the add-on pages.
- Open Jobs: queued jobs wait for cron. If the counts never change, the cron job is not running; run the command from the settings page by hand once.
A job is “Waiting to retry” or “Gave up”
Section titled “A job is “Waiting to retry” or “Gave up””The last error is shown in the list. Fix the cause and press Retry. Jobs are retried after 5 minutes, 15 minutes, 1 hour, 3 hours and 12 hours (a CDON rate limit waits until its reset instead).
The cron address answers “Forbidden”
Section titled “The cron address answers “Forbidden””The key in the address is wrong. Copy the address again from the settings page.
Still stuck
Section titled “Still stuck”Contact us through https://cs-cart.kaviolabs.com with the add-on version, the CS-Cart version and the relevant log lines (secrets are masked automatically).