Troubleshoot orders

Start by finding the order in Orders for the affected Account. Set Status → All, clear old search text, and select Refresh. When searching, enter at least four characters of the order number or a SKU. Shorter terms are ignored. See Search and filters.

An order is missing from Sqquid

1. Confirm the order exists in the originating ecommerce system and that you are checking the correct Account in Sqquid.
2. Check the originating Connection’s import requirements. Some Connections import only particular statuses or recent orders. For Shopify, check the tag filters. Use the provider’s troubleshooting guide.
3. Confirm the Connection is enabled and authorized, then check order import activity. If a relevant import is running, check Orders again after it finishes. If it failed, read the error and fix the reported issue.

After the next import, search again with Status → All. If the order meets the import requirements but no import appears, or it is still missing after a completed import, contact support with the originating order number and status.

An order is missing from your POS or inventory system

Find the order in Sqquid and check the row’s status:

• Skipped: read the error, fix its cause, and retry.
• queued or processing: follow Orders waiting for export or a receipt.
• OK - Flagged: review the missing items.
• OK: open View and review the export date and Connection references. Use the recorded reference to look for the order in the destination. If you still cannot find it, contact support before creating another order there.

Check the destination’s troubleshooting guide for its export requirements. For Accounts with access to the coming-soon Shopify Channels Hub, the destination may be Shopify; follow the Hub order checks.

An order remains queued or processing

queued means the order is waiting for export. processing means it is waiting for a receipt or further details from the connected system.

1. Check that the destination Connection is enabled and authorized.
2. Check sync activity for the order export. If it is running, refresh the order after it finishes.
3. Read any warning icon on the order. Some processing orders offer Retry; resolve the reported issue before selecting it.

If the status remains unchanged after the relevant work finishes, or there is no export activity or useful error, contact support. Include the order status and latest Sync ID. A processing badge alone does not establish whether the destination already received the order.

An order is marked OK - Flagged

Processing completed, but missing items need review. Select Status → Flagged, find the order, and open its details. Compare its item SKUs and quantities with the original ecommerce order and the destination record.

Check that the destination recognizes the affected SKUs. Contact support with the missing items and any error details to determine how to complete the order. A flagged order has already completed processing; do not assume the skipped-order retry workflow applies.

An order is assigned to the wrong store

Review the order’s item SKUs, Location mappings, and routing rules. Preview routing to understand which rule assigns each quantity.

Compare the preview with the order’s recorded allocation. Current stock or settings can differ from those used when the order was routed. If the existing assignment needs correction and the next action is unclear, contact support with the order number, assigned store, and intended store.

An order is missing from Fulfillment

If the order appears in Orders but is missing from Fulfillment, check the fulfillment start date. Earlier orders are excluded.

If the date does not explain the missing order, contact support with the order number and its current status. For missing shipment updates, use the originating Connection’s troubleshooting guide. Support varies by provider.

Recover a failed sync

When an order fails to reach the destination system, Sqquid makes up to three attempts automatically. If the third attempt fails, Sqquid marks the order as Skipped, records the error, and shows it in the app. Automatic attempts stop for that order.

You must resolve the cause and manually retry the order in Sqquid. Correcting the issue in your POS or inventory management system alone does not restart the skipped order.

Find the order and read its error

1. Open Orders in the Sqquid app and choose Status → Skipped, or follow Review skipped orders on the Dashboard.
2. Find the order. Clear the search if it is hiding the record.
3. Select the row’s red warning icon to open Sync Errors. Read the message and when it was last updated.

Resolve the cause

Follow the error message. Check that the destination recognizes the order’s SKUs, that the required Locations are mapped, and that the Connection is enabled and authorized. Review any provider-specific requirements, such as the settings for exporting orders to RunIt POS.

If the destination was temporarily unavailable, confirm it is available again before retrying. If the error concerns an item allocation, review the order’s details and routing rules.

Retry and confirm delivery

1. Return to the skipped order and select Retry in its Action column.
2. Switch to All and find the order again. It may leave the Skipped list as soon as Sqquid queues it.
3. Select Refresh after processing, review the status and export details, and confirm the destination received the order.

Retry queues another attempt for the existing order. The confirmation that it was queued does not mean the destination accepted it. See Retry skipped orders for the full app instructions.

If the order is skipped again, read the latest error. Use the support request template if the error is unclear or the destination still has no order after processing completes.