An order did not reach Dropday

An order was placed in your webshop, but you can't find it under Orders in Dropday. Normally an order appears within seconds to a minute of the moment your webshop sends it.

If the order is in Dropday but an order line wasn't sent, An order line was not sent to a supplier applies instead. A line that shows Pending for review is held for you: review and approve it.

Check why it didn't come in

• Your webshop hasn't sent it yet. What makes a webshop send an order differs per platform: WooCommerce, for example, sends an order only once it's paid, and Shopware only when the event of your flow happens. How orders reach Dropday lists the moment for each platform.

• The connection isn't set up. In WooCommerce, PrestaShop, Magento, Shopware and Wix, the Dropday plugin or app connects with your account ID and API key. Check that both are filled in. In Magento, the extension must also be enabled. In Wix, an order placed while no Dropday account is connected isn't forwarded. In Shopware, sending also needs a flow in Flow Builder with the action Send order to Dropday. Connect your webshop leads to the setup for each platform.

• Dropday already has an order with that number. Dropday takes in each order number once and refuses an order with a number it already has. This applies to the whole account, so an order from a second webshop with the same number is refused too. Accounts per webshop explains how to give each webshop its own account.

• The order was placed before you connected. Magento and Wix only send newly placed orders. How orders reach Dropday explains which existing orders can still come in on the other platforms.

Send the order to Dropday again

Dropday has no button to import an order again. Once the cause is fixed, send the order again from your webshop where the platform allows it:

• Shopify: change the order, for example add a note or a tag. Any change sends the order.

• WooCommerce: change the order's status. A paid order is sent on every status change.

• PrestaShop: change the order's status to one that triggers sending.

• Shopware: make the event of your flow happen again, for example through a status change.

• Magento: the order history in Magento shows whether sending succeeded. A failed send isn't retried, and there's no button to retry it.

• Wix: the app can't send a failed order again.

For Magento and Wix, an order that didn't come in can only reach Dropday through the Dropday API, added by a developer or a script.

Dropday refuses an order it already has, so sending an order again never creates a duplicate in Dropday.