Troubleshooting Guide

This is a short guide for any technical issue you might encounter while integrating with Gooten. Please identify the issue you are facing from the list below and try using the possible solutions in order to resolve the issue you are having.

Table of contents:

SHOPIFY

 

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.
  • Are you on Shopify trial and has it maybe expired? Make sure your store is active.

  • Has your Shopify account been suspended/canceled? Make sure your store is active.

  • Have you deleted the Gooten app from Shopify? You should always have the Gooten app installed in your Shopify account.

  • Is your Shopify store already connected to a different Gooten account? One Shopify 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 Shopify store with us as the installation button will prompt a pop-up window to appear. Once you connect your store, you can turn the pop-up blocker back on. You can find instructions on how to disable the pop-up blocker here.

  • Has the name of your Shopify store changed? Make sure you are providing the valid store information.

  • Are you using API? Please check if there are any open issues occurring on the store's provider.

  • Are you adding the correct store information? Make sure you are adding just your store name during the connection, not the link to the store – use storename instead of https://storename.myshopify.com/

 

Failed order

  • 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.

 


 

ETSY

 

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.

 

Failed order

  • 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.

 

Products disconnecting

  • 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.

 


 

WOOCOMMERCE

 

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. 
  • 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 WooCommerce store.

  • Are you adding the correct domain name? Add the correct domain name - use www.mywoostore.com instead of mywoostore.com

  • Is your site’s SSL setup correctly? Contact your service provider's technical support to ensure the site’s SSL is set up correctly.

 

Failed or delayed orders

  • Is the customer’s phone number included? The phone number should always be obligatory for your orders. To correct this, go to your PayPal settings and select “Require Phone Number." Please note that orders will not resubmit to Gooten once a phone number is added to the order in WooCommerce. Please submit this order through our Custom Order Form to prevent missed fulfillment.

  • Did you capture the payment? Verify that the payment for the order was processed. Orders with pending or failed payments will not be submitted to Gooten.

  • 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.

 

Unable to create/edit products

  • Does your Woo URL have a subfolder? Change your store name to one that does not use subfolders.

  • Can’t edit and existing product - Did you change your hosting company? A change in hosting companies will likely cause the inability to add or change existing products. Please delete the products you are unable to edit and recreate them through the Gooten Product Hub.

  • There’s an error about the site being broken after every 5-10 created products. Reach out to WooCommerce support and request they set up POST requests for API.

For some more information on the WooCommerce troubleshooting, please check this article.


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)