Purpose: This article is for troubleshooting common Sendcloud integration issues for PrestaShop.
My customers receive multiple emails about order status updates
Some of PrestaShop's order statuses send e-mails about status updates by default. For example, when an order changes its status to Shipped, PrestaShop will send e-mails to the customer including tracking information.
Sendcloud also provides a built-in tracking e-mail communication feature, and if you have it enabled alongside the default settings of PrestaShop, your customer may receive messages with duplicated information.
Please refer to our automatic tracking e-mail communication and combine it with the following instructions to avoid sending multiple e-mail messages to your customers.
How to disable email communication of PrestaShop
Go to your PrestaShop back office, then go to Shop Parameters > Order Settings > Statuses (in the top tab)
From the status list, find and edit Processing in Progress or Shipped statuses
From the editing screen, uncheck Send an email to the customer when his/her order status has changed. option.
My orders are set to Paid whenever a shipment is on route or delivered.
PrestaShop's default behavior is to set an order as Paid whenever it is transitioned to Processing in progress and Shipped statuses.
Online store owners have different workflows, and sometimes you start processing items even before customers confirm their payment (e.g, regular customers may benefit from this workflow), but do not set the status of an order to paid.
While editing a status, you can uncheck the Set order as paid option. This will prevent your order from being set as paid whenever it is processed by Sendcloud (e.g, updating tracking info and/or changing order statuses to Shipped).
The "Service Point" button appears, but it doesn't do anything
You may try to reinstall Service Points from your Sendcloud panel account. Go to your integration settings page, uncheck the Service Point option, and enable it again.
This problem may also be due to an option of your web host. It is advisable to add the IP to the whitelist of your server. Some web hosts like Planet Hoster have an option to disable the "mod_security" option.
This can also be related to incompatibility with third-party One Page Checkout modules. PrestaShop already comes with a built-in One Page Checkout, and the Sendcloud module only supports that for now. If you have any third-party module for One Page Checkout, we advise you to disable it. For more information about how to enable the built-in One Page Checkout on PrestaShop, please refer to the PrestaShop official documentation and change the Order Process type from Standard (Five steps) to One Page Checkout.
I am unable to integrate your Prestashop shop, and my shop returns an error "500"
The error type "500" represents a server problem on the side of your e-shop. One of the most common causes is an incompatibility between PHP 7.2 and Prestashop versions 1.6. and 1.7. As a result, many modules are not compatible in turn including SendCloud. A solution is to upgrade Prestashop to a newer version; we recommend 1.7.8 or 8.1 for a more stable integration with Sendcloud. If Prestashop upgrade is not possible, an alternative solution is to downgrade to an earlier version of PHP (7.0, for example, much more stable) if your host allows you to do so; otherwise, turn to another type of hosting. We invite you to perform compatibility tests in your PrestaShop back office. Then you can start integrating your shop to Sendcloud again.
"The message "chevron_right" appears at the checkout when I select the delivery in service point"
This message appears when you use a specific theme chosen for your store that overrides display style rules in our code. This is not related to Sendcloud. The material-icons class could be responsible for the style of the icons in general.
Even though this message does not disrupt how Sendcloud is applied to your website, we understand that it is unpleasant for you and your customers to see this appear.
Hence, in order for this message to disappear, you need to change your store theme code to have this line of code again: <i class="material-icons" aria hidden="true">chevron_right</i> or change the whole store theme.
I have an issue with connecting/importing orders
If you are experiencing an issue with connecting integration or importing orders that was not covered here check our basic troubleshooting guide.
https://support.sendcloud.com/hc/en-us/articles/360027055411-Basic-integration-troubleshooter