Integrations

Sync issues

A connection can stop working without anything on screen changing, and this is where Repricer records what broke and what you have to do about it.

Everything in the Repricer goes through a connection to a place you sell. Your listings come in through one, and every price the Repricer calculates goes back through the same one. A sync issue is that connection no longer working.

Nothing about your listings changes when one stops. Every row keeps the price, the stock and the status the last reading left on it, so a week with a broken connection looks a lot like a quiet week.

The Repricer records what broke in two places. It emails the people who can act on it, and it puts a line on the account itself. You read that line by clicking Integrations in the left sidebar and opening the account, and this page tells you which problems clear themselves and which ones wait for you.

Before you start

What your role lets you do

Role	What you can do here
Admin	Get the emails, open `Integrations`, read what stopped a connection, and reconnect one
Manager, Editor, Analyst	Watch your listings stop moving. `Integrations` is not in your sidebar and none of these emails is sent to you

Whoever owns your organization gets the emails as well, whatever their Repricer role. Roles are set in team, roles and permissions.

A stopped connection does not stop your prices

Your items keep selling at the price they were last set to. Nothing is taken down and nothing is paused on the channel, so a connection that stopped a week ago is a week of prices nobody managed.

How to find out what stopped syncing

Rule out your subscription first
Look for a banner across the top of the page. A subscription that lapsed stops every connection you have and changes nothing on Integrations, so rule it out before you open a single account. Plans and billing covers what each banner is telling you.
Open the Integrations page
Click Integrations in the left sidebar. You get a grid of cards, one per integration, with a short tag under each logo. Needs Attention is the tag that means an account there has stopped.
Open the card and its accounts
Click the card. The dialog opens over the page on a short summary, and Manage accounts under it opens the list of accounts you have on that integration.
Find the account that is not showing a switch
Every row in that list ends in either a switch or a badge. Reconnect and Error are the two badges, and either one is the account that stopped.
Read the line under the banner
Click the row. The account opens with a banner across the top, headed Reconnection required or Account deactivated, and the line under that heading names what actually happened.

That line is usually the whole answer, and accounts and regions goes through each one and says what it wants from you.

Everything below covers the rest. It says which problems need you and which do not, what each email means, and where every switch can read as normal while nothing syncs.

Every state in detail

What can stop a connection

Four separate things can stop one, and they are worth telling apart, because only two of them are yours to fix. Three of them are on Integrations in the left sidebar, and the fourth is a banner you get anywhere in the app.

What broke	Who fixes it	What you see
The authorization the Repricer has for your account	You, with `Reconnect`	The badge `Reconnect` on the account row
Your store or your seller account, on the integration’s own side	You, with that integration	The badge `Error`, or a switch that turned itself off
The integration’s own end, for a while	Nobody	Nothing at all
Your Ready for Commerce subscription	Whoever pays your bill	A banner across the top of every page

The first two stay broken until somebody acts on them. The third is a problem at the integration’s own end, and it goes away on its own. The fourth is the one worth checking first, because the connection goes on saying it is fine.

The problems that clear themselves

The account row is the test. Click Integrations in the left sidebar, click the card, then Manage accounts, and find the row for the account your email named. If it still shows a switch and that switch is on, the connection works and nothing is waiting for you.

What you got the email about was one reading that failed, and the next reading of that account tries again on its own. Two of the emails further down are this kind, Sync issue with your {channel} account and API issue with your {channel} account. Neither one touches your authorization, neither one switches a region off, and both stop mattering the moment a reading gets through.

Nothing tells you when that happens. There is no all-clear email and no green line anywhere, so what you check instead is the sync time at the end of the line under the account’s name. What Repricer reads covers how often that time should move.

Why a Walmart account that lost access can come back without you

A Walmart connection uses one set of credentials for every country, so the Repricer cannot ask Walmart which countries you are registered in. It finds out by trying, every 12 hours, and it switches on any country that answers.

That check is also how a Walmart account recovers. Once every country the Repricer knows about answers again, the banner on the account clears, the account goes back to syncing, and nothing was asked of you. It only clears when every one of them answers, so an account with one country still down keeps its banner.

The problems that wait for you

Three things stop a connection until somebody acts, and each one leaves the account looking different. You are reading the same account list as above, from Manage accounts inside the card on Integrations.

The account shows	What to do
The badge `Reconnect`	Authorize the account again with `Reconnect`, in the bottom right of the account dialog
The badge `Error`	Nothing brings this one back. Delete the account and connect a new one
A switch that turned itself off	Put your store right with the integration first, then turn the switch back on and turn its regions back on under `Available regions`

Read the line under the banner before you do any of it, because it names the store, the bill or the seller account you have to deal with. The third row is the one that gives you no banner to read.

The two problems nothing on screen shows you

A store the integration switched off looks exactly like an account you paused. Your store can be frozen over an unpaid bill there, or deactivated on their side. Either one switches your account off here, and switches every region under it off with it. You get no badge and no banner. What you get is a switch in the off position, which is what a teammate pausing the account on purpose would leave you.

The email is the only place that difference is written down. So an account that is off and that nobody remembers turning off is worth searching your inbox for.

A lapsed subscription changes nothing on the connection at all. Every switch stays on, the card keeps its Connected tag, and no account is read. Integrations has the four conditions a region has to meet before it syncs.

Why a card can read Connected while one of your accounts is down

The tag under a card is about every account you have on that integration at once, so it can only tell you about the worst of them.

An account that lost its authorization or failed puts Needs Attention on the card, however many healthy accounts are beside it. An account that was switched off does not. If one other account there is still syncing, the card reads Connected and the grid shows you nothing about the one that stopped.

This only comes up where you have more than one account on the same integration. With one account, a switch that is off puts Paused on the card.

What each email is telling you

Every one of these emails has the same shape. The subject line is the heading, and a word above it says how much the email wants from you. Three rows under the message name the Account, the Integration and the Organization it is about.

The word above the heading	What it means
`Action required`	Nothing on that account syncs until somebody acts
`Warning`	Something failed and reading carried on
`Notice`	A record of a change, with nothing failing behind it

Here is every subject line you can get, and what each one is asking of you.

The subject line	What happened	What to do
`Integration connection needs attention`	The authorization expired, was revoked, or was rejected	Click `Reconnect` on the account
`{channel} store frozen`	That integration froze your store over a bill you owe them	Settle it there, then turn the account back on
`{channel} store deactivated`	That integration switched your store off	Switch it back on there, then turn the account back on
`{channel} store no longer exists`	Your store was deleted or canceled	Delete the account here and connect the store you do have
`{channel} account terminated`, or `Walmart account terminated`	That integration closed your seller account	Get the account back with their seller support first
`{channel} store unavailable`	The integration would not let the Repricer in and gave no reason	Open your admin panel there and see what it says
`Shopify store removed`	Somebody uninstalled your app in Shopify, which removes the account and its listings here	Install your app on the store again, and expect a new account with nothing on it
`Walmart API access denied`	Your Walmart credentials are accepted and Walmart still blocks the Repricer	Check you are on production keys, then reconnect with a fresh `Client Secret`
`Sync issue with your {channel} account`	One reading of that account failed	Nothing. The next reading tries again
`API issue with your {channel} account`	The integration’s own end had a problem	Nothing. It usually clears on its own
`Price change not confirmed for SKU {sku}`	A price the Repricer sent to Amazon was never confirmed, which what Repricer writes covers in full	Open that SKU in Seller Central and check what the price is

Email is the only way the Repricer tells you. There is no message center, no bell and no list of problems anywhere in the app. So nothing in front of you says a word about it, however long you leave it. Integrations has the switches that turn these emails off, and turning one off leaves you the account screen and nothing else.

Why an email says to reconnect when the account has no Reconnect button

Several of these emails end by telling you to reconnect on the Integrations page. On an account whose store was frozen or deactivated there is no Reconnect button to press, because your authorization was never the problem and the Repricer still has good credentials.

What that email is really asking for is two steps. Put the store right with the integration, then come back and turn the account switch on. Your regions were switched off on the way down, so open Available regions in the account dialog and turn on the ones you want as well.

Limits

What	Limit
Emails about one problem on one account	1
Time before a second email of the same kind can be sent	5 minutes
Problems the banner on an account shows at once	1
Past problems you can read	None

What you cannot do here

You cannot	Do this instead
See every problem in one list	Open `Integrations` and read your accounts one at a time
Read what went wrong last week	Nothing. Only what is wrong now is kept
Ask for a connection to be tried again	Wait for the next reading of that account
Find out inside the app that something broke	Read your email, or open `Integrations` and look
Turn the emails off for one integration and keep the rest	Nothing. Each switch covers every integration you have
Send the emails to somebody who is not on your team	Nothing. They go to the people who can act on them

What a stopped connection does to your listings

Nothing is deleted and nothing is undone. Every listing on that account stays exactly as the last reading left it, and every number you typed in yourself is still there and still yours to edit.

What	While the connection is stopped
Your listings	Stay where they are. None is removed
The price on the channel	Stays at the last one the Repricer sent, and shoppers go on buying at it
`Repricing Status`	Reads `Not working` on every listing on that account
Your cost, your price limits and your strategy	Untouched, and still editable
`Last Synced`	Stops moving
New prices	None is calculated and none goes out

Every listing on that account goes the same way at once. Click Listings in the left sidebar, hover a Repricing Status cell, and the reason reads Account error. That is the panel telling you the problem is the account and not that listing. Listing and repricing status has the rest of that panel.

Reading picks up where it left off. The first reading after the connection is back brings across everything that changed meanwhile. So there is no catching up for you to do and no gap to fill in yourself, and prices start moving again on the reading after that.

When something goes wrong

The account looks fine and nothing is syncing

Work down this list in order, on Integrations in the left sidebar. The first row that is true is your answer.

Check	What it means if it is true
A banner about your subscription is across the top of the page	Your bill stopped every account you have, and no connection shows it
The account switch is off and nobody remembers turning it off	The integration put your store out of action. Your inbox is the only record
Region rows are under `Available regions` in the account dialog	Those regions are switched off, so nothing under them is read or priced
The time on the account is recent	Your connection is working, so the answer is on the listing itself

That last row moves the question somewhere else, and listing and repricing status is where it goes.

You fixed it and another email arrived

Reconnecting an account clears every problem the Repricer had open on it. So an email that turns up afterward is about something that happened after your reconnect, and never a repeat of the one you just dealt with.

Read the new subject line rather than assuming. A store that was frozen and is now authorized again can fail the next reading for a completely different reason, and that email looks much like the first one.

Nobody on your team got an email

Two things stop an email reaching you, and they are worth checking in this order.

Only the Admin role and the person who owns your organization are sent these, so a Manager or an Editor is never told. Ask an Admin to look, or ask for the role.

After that, check the switches. They are under Notifications in your settings, in the group named Integrations & Sync. One of them switched off stops every email in the table above, for you and for nobody else. Integrations lists what each switch covers.