Troubleshooting

What to do when stock, orders or tracking look wrong.

The marketplace shows a different number

Open the drift report. A stock mismatch is fixed at the next hourly check. If it isn't: the offer may not be linked (see EAN linking), it may be FBB or FBK (stock managed by the marketplace), or the mass-zero guard may be holding zeroings (see the dashboard).

An order isn't in Shopify

Press Import now on the Orders page. If an order keeps failing, you get an alert with the marketplace's reason, and the hourly check retries it. An item with no linked variant is imported as a custom item, not refused.

Tracking didn't reach the marketplace

Check the carrier: an unknown carrier is sent as "other", which Kaufland refuses without a tracking number. Add the code on the Carriers page; the hourly check resends it.

"Keys rejected"

The marketplace no longer accepts your keys (deleted, regenerated or expired). Create new ones and paste them on the Connect page. See Create bol API keys or Kaufland API keys.

Still stuck

Open Support in the app and describe what you see; include the marketplace order number or SKU.