A short guide to help troubleshoot common errors encountered when connecting your Etsy store.
Unable to connect the store
- Have you tried clearing out cache and cookies? Very often this simple step will help because it will fix certain problems, like loading or formatting issues.
Has your Etsy account been suspended/canceled? Make sure your store is active.
Is your Etsy store already connected to a different Gooten account? One Etsy store may only be connected to one Gooten account.
Is your pop-up/ad block extension turned off? Gooten requires you to disable your pop-up blocker when you're trying to connect your Etsy store.
Has the name of your Etsy store changed? Make sure you are providing the valid store information.
Did you finish the initial setup in Etsy admin? Etsy requires you to create at least 1 product on the initial store setup on the "Stock your shop" step. The next steps are "How you'll get paid" and "Set up billing," and until you have finished all these steps of the store set-up, you will not be able to create products and publish them to Etsy.
Is the variant from the failed order connected to the Gooten product? In order to avoid failed orders, please make sure all of the variants that should be fulfilled through Gooten are actually connected to the Gooten products.
Did you add or remove any product options in Etsy shop manager? Etsy variants depend on their options - if you add or remove an option within the product, Etsy’s backend will create a new variant ID. The variant ID that was previously connected to your product will no longer be valid and the connection between Gooten and your Etsy listing will be lost. The product will also be removed from your Product Hub, but you may use the Link Etsy Product button to connect it again and resurface the product in the Hub.
Did you select "I offer more than one" option in "Capacity" in Etsy shop manager? If after creating and connecting the listing to us, you click on "I offer more than one" option in "Capacity", Etsy will save it as a new option for the product variant, thus disconnecting the product entirely from Gooten. If you don’t want to make the change, you can deselect "I offer more than one" and no updates will be made.
Sync Product option not available
The Sync Product button will only appear if there is at least one product in your store that hasn't been synced to Gooten.
Another vital thing to note is that when you create a product in Etsy, it can take up to 6 hours before the product becomes available for syncing.
Product options limitations
Please note that Etsy allows only two product options per product. However, some Gooten products have more than two options, which means that we will sometimes have to merge them.
- For example, if you're creating a t-shirt product in three different colors, all of those colors need to be available in the same sizes. If one of them is not available in sizes that the others are, our system will merge all product options to one, and this is how the Options drop menu will look in your shop:
Orders not appearing in Gooten
At the moment, orders are imported to Gooten periodically, which means that the order import may take up to 4 hours. If more time passes and you are not seeing the order in your Gooten dashboard, please check the following:
- Is the product/variant synced with a Gooten SKU?
- Are the name and shipping address fields in the order formatted correctly or is any data missing?
- Is the selected shipping method available in Gooten for the provided shipping destination?
In case none of the above-mentioned solutions helped resolve the issue you are having, please feel free to reach out to our Partner Support team and provide all of the necessary information listed below, so we could have our team and the Developers investigate the issue further for you.
The necessary information:
What are the steps you took?
Could you please record your steps while having the console open? (You can find some more information on how to open a console here)
What is the exact product you have selected? (where applicable)
What is the shipping address? (where applicable)
Could you please provide a screenshot of the failed order in store admin, making sure the product names, order ID and customer information are clearly visible in the screenshot? (where applicable)
Could you please let us know what your hosting provider is, which WooCommerce plugin version are you using and if your store had already been connected to a Gooten account? (where applicable)