Troubleshooting
“Test connection” fails
Section titled ““Test connection” fails”- Check the mode: the test URL and key only work in test mode and the live ones only in live mode. A Mirakl API key belongs to one environment.
- Check for spaces before or after the key.
- The API URL must be the https address Conrad gave you for your seller account, without a port. The add-on refuses http, IP numbers and localhost.
- 401 / “Invalid API key”: the key is wrong, expired or belongs to the other environment. 403: the user has no API access or the API is not enabled for your account; ask Conrad seller support.
- The Log tab shows the marketplace’s answer (masked).
- Your server must be able to reach the marketplace over HTTPS (outgoing port 443) and have a current CA bundle.
- A warning about the currency means the shop currency differs from the market you chose; choose the right market.
An offer shows an error
Section titled “An offer shows an error”The text comes from the import’s error report. “The product does not exist” means the EAN is not in the Conrad catalogue (the add-on does not create catalogue products). A line that names a required offer field means the field must be mapped on the Offer fields page. “Mirakl did not confirm the import” means the answer to the upload was lost and Conrad showed no matching import within 30 minutes: the product is sent again with Retry.
“The marketplace returned no offer conditions” or no “New” condition
Section titled ““The marketplace returned no offer conditions” or no “New” condition”Enter the code of the condition “New” in the Offer condition code field of the Connection page.
Orders are not imported
Section titled “Orders are not imported”- Orders waiting for your acceptance or for the customer’s payment are not imported yet. With Accept new orders automatically off, answer the order in the seller back office.
- A line that was refused by the add-on is in the log (“line(s) refused, not deliverable”) with the reason: not enough units in stock, the offer is not live or was withdrawn, or the product is disabled. Check the stock and the Listings page; the order itself is cancelled by Conrad and is not imported.
- An order whose product has no mapping is listed on the Orders page with “No product mapping for barcode …”. Map the product; the import is retried every hour.
- Check the Channel code field: with a code only the orders of that sales channel are read.
An order is not reported as shipped
Section titled “An order is not reported as shipped”The add-on waits until every unit of the order is in a shipment with a tracking number (OR24 validates the whole order). Add the remaining shipment.
Refund or cancel does nothing
Section titled “Refund or cancel does nothing”- Cannot supply is refused for shipped, closed or cancelled orders; use Refund.
- Refund says “nothing refunded” when no shipped line is left to refund, a refund is running, or the order is incomplete, failed or declined. “Refunded in part” means a line has an earlier partial refund: finish it in the back office.
Nothing happens after an order changes status
Section titled “Nothing happens after an order changes status”- Check Settings > General > Enable.
- Check 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.
The Orders page says “Closed at Conrad”
Section titled “The Orders page says “Closed at Conrad””The order was cancelled or refused at Conrad before its shipment could be reported, so no tracking was sent. The reason is in the Last error column; settle the shipment you made with the buyer or Conrad support.
An order kept its status although Conrad moved on
Section titled “An order kept its status although Conrad moved on”The status follow moves orders forward only and never changes an order in Complete, Declined, Failed or Canceled, or an order whose status you changed yourself. The log line of the order (action status) says which rule kept it. A return of part of the order only adds a note.
The log says “was placed before as order #…”
Section titled “The log says “was placed before as order #…””A run stopped between placing the CS-Cart order and recording it (or the add-on was reinstalled). The next run found the order by the Conrad order number in its notes and adopted it; no second order was created.
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 (credentials, data, marketplace outage) and press Retry. Jobs are retried automatically after 5 minutes, 15 minutes, 1 hour, 3 hours and 12 hours before they give up. A rate limit answer (429) is retried the same way.
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 (the API key and buyer data are never in the log).