Overview
If a recent online order does not upload to your POS, it's usually caused by a setting that needs to be updated or missing product information. Use the checklist below to review and fix the most common causes.
Check the employee assigned to Mortar
Note: Does not apply to Heartland Retail users
Issue: If you recently archived the employee who installed Mortar, Mortar will no longer have the necessary access to your POS to create orders through the API.
Solution: Check Assigned Employee. We recommend creating a unique employee in your POS for orders synced from Shopify. You can name the employee anything, some examples are: "eCom Orders", "Online Orders", or "Shopify Sales".
In Shopify, open Mortar app > Settings
Under the orders pane, check "Employee assigned to POS transactions"
Confirm the employee in step 2 is an active employee in your POS.
Check order download settings
Issue: Some orders in Shopify are instantly archived when placed.
Solution: To allow these orders to download from Shopify, confirm the Download Archived Orders setting is ON.
In Shopify, open Mortar app > Settings
Select Advanced settings, top right corner
From the menu choose Orders
Verify the following settings are On
Download Orders
Download Fulfilled Orders
Download Unfulfilled Orders
Download Archived Orders
Learn more: Setting - Orders
Heartland Users
Check for required custom fields
Issue: Required fields set for in-store transactions may not be available with online orders. Depending on the field this can either complete block orders from uploading to Heartland or they may upload in a pending status. Pending orders do not adjust inventory until they are invoiced. This can impact the accuracy of your inventory on hand.
Solution: We strongly recommend turning off all requirements for custom fields.
Login to your Heartland account and navigate to Settings > Custom Fields.
Select each Custom Field and confirm the required switch is NO
Example of Heartland settings
Check for missing placeholder products
Issue: Accumula uses the following placeholder products to complete transactions uploaded to your point of sale: • Shopify Shipping • Shopify Discount • Shopify Refund
Solution: Temporarily allow all values on custom fields so that Accumula can create the missing Placeholder products. We recommend leaving all setting switches to NO.
Example of Heartland settings
Contact support
If the steps above have not fully resolved orders uploading to your online store, let's connect over chat to look at a specific example order to figure out what's going on.