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Order Synchronization Issues

This guide covers common issues specific to order synchronization between Magento and PlentyONE.

Order Export Issues (Magento → PlentyONE)​

Issue: Order Export Fails with "Customer Not Found"​

Symptoms:

Error: Cannot export order #000000123
Customer with ID 456 not found in PlentyONE

Cause: Customer doesn't exist in PlentyONE yet.

Solution:

# 1. Export customer first
bin/magento plenty:customer:export --id=456 --verbose

# 2. Verify customer export succeeded
mysql> SELECT * FROM softcommerce_plenty_customer_relation WHERE magento_customer_id = 456;

# 3. Retry order export
bin/magento plenty:order:export -i 123 --verbose

Prevention:

  • Enable automatic customer export on order creation
  • Configure customer export profile to run before order export in cron schedule

Issue: "Payment Method Not Mapped"​

Symptoms:

Error: Payment method 'checkmo' is not mapped to PlentyONE payment method
Cannot create payment record

Cause: Payment method mapping not configured in profile.

Solution:

  1. Check current mappings:

    # View profile configuration
    bin/magento profile:export:config --profile=order_export

  2. Configure mapping via Admin:

    • Navigate to SoftCommerce → Profiles → Manage Profiles
    • Select your Order Export profile
    • Go to Configuration → Payment Method Mapping
    • Map each Magento payment method to PlentyONE payment method

  3. Common payment method mappings:

    Magento MethodPlentyONE Method ID
    checkmo1 (Invoice)
    cashondelivery2 (Cash on Delivery)
    paypal_express4 (PayPal)
    stripe_payments6 (Credit Card)
    banktransfer5 (Bank Transfer)

Issue: "Shipping Method Not Mapped"​

Symptoms:

Error: Shipping method 'flatrate_flatrate' is not mapped
Order export failed

Solution:

  1. Configure shipping mapping:

    • SoftCommerce → Profiles → Manage Profiles → [Order Export Profile]
    • Configuration → Shipping Method Mapping
    • Map Magento shipping methods to PlentyONE shipping profiles

  2. Get PlentyONE shipping profile IDs:

    # Collect shipping profiles from PlentyONE
    bin/magento plenty:setup:collect --type=shipping --verbose

    # View collected shipping profiles
    mysql> SELECT * FROM softcommerce_plenty_config_shipping_profile;

  3. Example mappings:

    Magento MethodPlentyONE Shipping Profile
    flatrate_flatrate1 (Standard Shipping)
    tablerate_bestway2 (Express Shipping)
    freeshipping_freeshipping3 (Free Shipping)

Issue: "Address Validation Failed"​

Symptoms:

Error: Invalid address data
Required field 'address.countryId' is missing or invalid

Common Causes:

  • Missing country code
  • Invalid postal code format
  • Missing required address fields (street, city, postcode)

Solution:

  1. Validate order address in Magento:

    # Check order address completeness
    mysql> SELECT * FROM sales_order_address WHERE parent_id = 123;

  2. Required address fields:

    • First name & Last name
    • Street address (line 1 minimum)
    • City
    • Postcode/ZIP
    • Country code (ISO 2-letter)
    • Telephone

  3. Fix missing data:

    # Update order address in Magento first
    # Then retry export
    bin/magento plenty:order:export -i 123 --verbose

Issue: Order Items Missing in PlentyONE​

Symptoms:

  • Order created in PlentyONE but has no items
  • Order total is 0.00
  • "Order items not found" error

Cause: Products not exported to PlentyONE yet.

Solution:

# 1. Get product SKUs from order
mysql> SELECT sku FROM sales_order_item WHERE order_id = 123;

# 2. Export each product
bin/magento plenty:item:collect --sku=PRODUCT-SKU
bin/magento plenty:item:export --sku=PRODUCT-SKU --verbose

# 3. Verify product mapping exists
mysql> SELECT * FROM softcommerce_plenty_item_relation WHERE sku = 'PRODUCT-SKU';

# 4. Retry order export
bin/magento plenty:order:export -i 123 --verbose

Issue: Duplicate Orders Created​

Symptoms:

  • Same order appears multiple times in PlentyONE
  • Different PlentyONE order IDs for same Magento order
  • Order relation mapping missing

Cause: Order mapping relation not created or cleared.

Solution:

# 1. Check if mapping exists
mysql> SELECT * FROM softcommerce_plenty_order_relation WHERE magento_order_id = 123;

# 2. If multiple PlentyONE orders exist, delete duplicates
bin/magento plenty:order:delete --id=<duplicate_plenty_order_id> --verbose

# 3. Recreate order mapping
bin/magento plenty:order:map

# 4. Verify mapping
mysql> SELECT * FROM softcommerce_plenty_order_relation WHERE magento_order_id = 123;

Issue: "Referrer Not Found"​

Symptoms:

Error: Order referrer 'magento' not found
Cannot create order

Cause: Magento referrer not created in PlentyONE.

Solution:

# Create Magento referrer
bin/magento plenty:setup:create --type=referrer --verbose

# Verify referrer created
mysql> SELECT * FROM softcommerce_plenty_config_referrer WHERE name = 'magento';

# Configure profile to use referrer
# SoftCommerce → Profiles → Manage Profiles → [Order Export Profile]
# Configuration → Order Configuration → Order Referrer: magento

Issue: Order Export Extremely Slow​

Symptoms:

  • Single order export takes > 30 seconds
  • Bulk export times out
  • Memory exhaustion on large orders

Causes:

  • Large number of order items
  • Complex product configurations
  • API rate limiting
  • Insufficient PHP memory

Solutions:

  1. Increase PHP memory and timeout:

    php -d memory_limit=2G -d max_execution_time=300 bin/magento plenty:order:export --status=processing

  2. Use queue-based processing:

    # Enable queue processing
    bin/magento queue:consumers:start plentyOrderExportConsumer --max-messages=100

  3. Process in smaller batches:

    # Export orders by date range
    bin/magento plenty:order:export --date="2025-01-13"

    # Export specific orders
    bin/magento plenty:order:export -i 123,124,125

  4. Optimize profile settings:

    • Reduce batch size in profile configuration
    • Enable gzip compression for API requests
    • Increase API timeout setting

Order Import Issues (PlentyONE → Magento)​

Issue: Order Status Not Updating​

Symptoms:

  • Order status changed in PlentyONE but not reflected in Magento
  • Status import runs without errors but no changes applied
  • Old status persists in Magento

Causes:

  • Status mapping not configured
  • Order already in target status
  • Order not collected from PlentyONE
  • Status transition not allowed by Magento

Solutions:

  1. Verify order is collected:

    # Check if order exists in collection table
    mysql> SELECT * FROM softcommerce_plenty_order WHERE magento_order_id = 123;

    # If not, collect it
    bin/magento plenty:order:collect --date-updated="$(date +%Y-%m-%d)" --verbose

  2. Check status mapping:

    • SoftCommerce → Profiles → Manage Profiles → [Order Import Profile]
    • Configuration → Status Mapping
    • Ensure PlentyONE statuses are mapped to Magento statuses

  3. Verify status transition is valid:

    # Check current order status
    mysql> SELECT status, state FROM sales_order WHERE entity_id = 123;

    # Some transitions are not allowed:
    # - complete → processing (can't revert)
    # - closed → pending (can't reopen)

  4. Force status update:

    # Re-collect and import
    bin/magento plenty:order:collect --id=<plenty_order_id> --verbose
    bin/magento plenty:order:import --verbose

  5. Check import logs:

    tail -f var/log/plenty_order.log | grep "status"

Issue: "Order Not Found in Magento"​

Symptoms:

Error: Cannot update order
Magento order with increment ID 000000123 not found

Cause: Trying to import order that wasn't exported from Magento.

Solution:

This is expected behavior. Order import only updates existing Magento orders. It doesn't create new orders from PlentyONE.

Workflow:

  1. Order created in Magento
  2. Order exported to PlentyONE
  3. Order status updated in PlentyONE
  4. Status imported back to Magento

If you need to create orders in Magento from PlentyONE, this requires custom development.

Issue: Tracking Information Not Syncing​

Symptoms:

  • Shipment created in PlentyONE
  • Tracking number not appearing in Magento
  • Customer not receiving tracking emails

Solution:

  1. Ensure tracking sync is enabled:

    • SoftCommerce → Profiles → Manage Profiles → [Order Import Profile]
    • Configuration → Order Configuration
    • Enable Sync Tracking Information

  2. Collect shipments:

    # Collect order updates including shipments
    bin/magento plenty:order:collect --date-updated="$(date +%Y-%m-%d)" --verbose

    # Import updates
    bin/magento plenty:order:import --verbose

  3. Verify tracking in Magento:

    mysql> SELECT * FROM sales_shipment_track WHERE parent_id IN (
        SELECT entity_id FROM sales_shipment WHERE order_id = 123
    );

  4. Check carrier mapping:

    • Ensure PlentyONE carrier codes are mapped to Magento carriers
    • Configure carrier mapping in profile configuration

Issue: Invoice Not Created​

Symptoms:

  • Invoice created in PlentyONE
  • Invoice not synced to Magento
  • Payment status not updated

Cause: Invoice sync not enabled or invoice already exists.

Solutions:

  1. Enable invoice sync:

    • SoftCommerce → Profiles → Manage Profiles → [Order Import Profile]
    • Configuration → Order Configuration
    • Enable Sync Invoices

  2. Check if invoice already exists:

    mysql> SELECT * FROM sales_invoice WHERE order_id = 123;

  3. Force invoice sync:

    bin/magento plenty:order:collect --id=<plenty_order_id> --verbose
    bin/magento plenty:order:import --verbose

Order Data Integrity Issues​

Issue: Order Totals Mismatch​

Symptoms:

  • Order total in PlentyONE differs from Magento
  • Tax calculations don't match
  • Shipping costs different

Causes:

  • Currency conversion issues
  • Tax calculation differences
  • Discount application order
  • Rounding differences

Solutions:

  1. Verify tax configuration:

    • Ensure tax rules match between systems
    • Check tax calculation method (gross vs net)
    • Verify tax rates for customer location

  2. Check discount application:

    # View order totals breakdown
    mysql> SELECT * FROM sales_order WHERE entity_id = 123;
    mysql> SELECT * FROM sales_order_item WHERE order_id = 123;

  3. Review currency settings:

    • Ensure correct currency is configured in profile
    • Check exchange rates if multi-currency

Issue: Guest Order Export Fails​

Symptoms:

Error: Cannot export guest order
Contact creation failed: Email already exists

Cause: Guest email matches existing PlentyONE contact.

Solution:

  1. Configure guest order handling:

    • SoftCommerce → Profiles → Manage Profiles → [Order Export Profile]
    • Configuration → Customer Configuration
    • Set Guest Order Handling to one of:
      • Create new contact with unique email
      • Use default guest contact
      • Link to existing contact by email

  2. Export with verbose logging:

    bin/magento plenty:order:export -i 123 --verbose

Issue: Multi-Address Orders Not Supported​

Symptoms:

Error: Multi-shipping orders are not supported
Cannot export order with multiple shipping addresses

Cause: PlentyONE doesn't support multiple shipping addresses per order.

Solution:

Magento multi-address orders are split into separate orders. Each resulting order can be exported:

# Export each split order separately
bin/magento plenty:order:export -i 123 --verbose
bin/magento plenty:order:export -i 124 --verbose

Performance and Queue Issues​

Issue: Order Export Queue Stuck​

Symptoms:

  • Orders queued but not processing
  • Queue messages in "in_progress" state for hours
  • No progress in queue processing

Solutions:

  1. Check queue consumers:

    # List all consumers
    bin/magento queue:consumers:list

    # Check if order export consumer is running
    ps aux | grep plentyOrderExportConsumer

  2. Restart consumers:

    # Stop existing consumers
    pkill -f plentyOrderExportConsumer

    # Start fresh consumer
    bin/magento queue:consumers:start plentyOrderExportConsumer --max-messages=1000 &

  3. Clear stuck messages:

    -- Reset stuck messages (older than 1 hour)
    UPDATE queue_message
    SET status = 'new'
    WHERE topic_name = 'plenty.order.export'
      AND status = 'in_progress'
      AND updated_at < DATE_SUB(NOW(), INTERVAL 1 HOUR);

  4. Use supervisor for automatic restarts:

    [program:magento_plenty_order_export]
    command=/usr/bin/php /var/www/magento/bin/magento queue:consumers:start plentyOrderExportConsumer
    autostart=true
    autorestart=true

Issue: High Memory Usage During Order Sync​

Symptoms:

  • PHP memory exhausted errors
  • Server slowdown during order sync
  • Cron jobs killed by system

Solutions:

  1. Increase PHP memory limit:

    ; php.ini
    memory_limit = 2G

  2. Process smaller batches:

    # Instead of all orders
    bin/magento plenty:order:export --date="$(date +%Y-%m-%d)"

    # Split by status
    bin/magento plenty:order:export --status=processing
    bin/magento plenty:order:export --status=pending

  3. Use queue for async processing:

    • Reduces memory footprint per execution
    • Allows parallel processing

Debugging Order Sync​

Enable Order Debug Logging​

# Enable debug mode
bin/magento config:set plenty/log_config/is_active_debug 1
bin/magento config:set plenty/log_config/log_level debug
bin/magento cache:flush

View Order Sync Logs​

# All order operations
tail -f var/log/plenty_order.log

# Order errors only
tail -f var/log/plenty_order_error.log

# Filter by order increment ID
tail -f var/log/plenty_order.log | grep "000000123"

# API calls for orders
tail -f var/log/plenty_api.log | grep "/rest/orders"

Database Inspection​

-- Check order mapping
SELECT * FROM softcommerce_plenty_order_relation
WHERE magento_order_id = 123;

-- Check collected order data
SELECT * FROM softcommerce_plenty_order
WHERE magento_order_id = 123;

-- Check order export queue
SELECT * FROM queue_message
WHERE topic_name = 'plenty.order.export'
AND body LIKE '%123%';

-- View profile execution history
SELECT * FROM softcommerce_profile_history
WHERE profile_id IN (
    SELECT entity_id FROM softcommerce_profile
    WHERE type_id LIKE '%order%'
)
ORDER BY created_at DESC
LIMIT 10;

Test Single Order Export​

# Test with maximum verbosity
bin/magento plenty:order:export -i 123 --verbose

# Check each step:
# 1. Order loading
# 2. Customer export/check
# 3. Address validation
# 4. Order items mapping
# 5. Payment creation
# 6. Order creation
# 7. Relation storage

Prevention Best Practices​

  1. Always export customers before orders:

    • Set up customer export profile
    • Schedule it to run before order export

  2. Complete mapping configuration:

    • Payment methods
    • Shipping methods
    • Order statuses
    • Carriers

  3. Test with single orders first:

    bin/magento plenty:order:export -i 123 --verbose

  4. Monitor order sync regularly:

    # Daily check for failed exports
    bin/magento plenty:profile:history --status=error

  5. Keep products synced:

    • Ensure products are exported before orders
    • Run product sync more frequently than order sync

  6. Use queue for real-time exports:

    • Configure event-based order export
    • Ensure queue consumers are always running

Getting Help​

If order sync issues persist:

  1. Collect information:

    # Order details
    mysql> SELECT * FROM sales_order WHERE entity_id = 123;

    # Order logs
    tail -n 500 var/log/plenty_order.log > order-logs.txt

    # Profile configuration
    bin/magento profile:export:config --profile=order_export > order-profile.json

  2. Document the issue:

    • Order increment ID
    • Error messages
    • Steps to reproduce
    • Profile configuration

  3. Contact support with:

    • Order details (sanitized)
    • Log excerpts
    • Profile configuration
    • System check output

Pro Tip: Set up automated monitoring for order sync failures. Configure email notifications or webhooks to alert you immediately when order exports fail, allowing quick resolution before it affects customers.