Purpose: See how to solve the most commonly encountered issues with your LightSpeed and Sendcloud integration.
Q: My orders do not appear in my ‘incoming orders’ overview in Sendcloud?
A1 Check the date-filter and shipment status filter. Some orders have a different status in their LightSpeed shop (could be incomplete or unpaid orders) or are placed on a date earlier in the future. Our date-filter in Sendcloud automatically shows the orders from last 3 days when the user is logged in. Also double check if the customer did not try to ‘hide imported orders’.
A2: Delete your integration via Settings > Connected shops and delete the Sendcloud app from the LightSpeed app store. Reinstall the app and refresh your panel.
Q: My old orders do not show up in the ‘incoming order overview’
A: Sendcloud only imports orders from the last 30 days, as an alternative if you want to import orders older than 30 days, you can use a CSV file to upload your older orders. Or in case of a few orders that are missing, make them manually via ‘creating a new shipment’
Q: When I try to install the Sendcloud app I get an internal server error
A: This is something you as a LightSpeed owner can fix. Could be for example that your time/date settings in LightSpeed are incorrect. You can access this feature by going to ‘My Account’ settings in LightSpeed > Profile > Date/Time zone. This should be set to Amsterdam GMT +1
Q: Why are there 100 failed attempts to retrieve my orders? (Order 500 error in Sendcloud account incoming order overview):
A: Always first check the Failed Request Logs in your Sendcloud account. When there are no failed request logs available, make a print screen from your LightSpeed shop and the orders that are missing. Let us know if your webshop is completely live, if not please set this environment to a live setting and re-connect. When this error is still appearing send this screenshot of your missing orders to contact@sendcloud.sc for further investigation by our Customer Service and Development Team.Most common issues with LightSpeed Servicepoints are to be found in this article. Questions are mentioned with Q, all possible answers are mentioned with A, A1, A2, etc.
Q: The service points do not appear in the check-out of my web shop?
A1: Check-up if the correct steps are followed to install the service point LightSpeed guide
A2: Do you have the right shipping methods available in your panel? When there are no service point shipping methods added, it is not possible to install the servicepoint location picker. You can check all your available shipping methods by visiting your Settings > Carriers & Pricing page.
A3: Check in your Sendcloud panel Settings > Connected shops > LightSpeed integration, if you have Service points ‘checked’ on with the right carrier(s).
A4: When all above is checked, a ‘refresh’ for the LightSpeed system most of the time works. Reinstall the complete Sendcloud application and follow the set-up guide to connect to your webshop + service point picker.
A5: It could be that an other shipping app (PostNL) is blocking the service point picker map to appear. Make sure you deactivate or delete all the alternate shipping apps in your LightSpeed shop.
Q: My customer selected a service point, however when I go to my incoming orders it says that the service point is not available?
A: Most common situation is that when the customer chooses his/her pick-up point in the check-out of your webshop, they forget to ‘select’ the service point. Our service point picker gets confused and can not make a match. Best way to fix this is contact your customer to make sure they provide the right information on which servicepoint he or she wants to use to deliver their order. After contacting, you can manually create a 'new shipment' with the servicepoint that your customer mentioned to choose in the first place.
Q: Not all servicepoints appear on the servicepoint picker map?
A: Common and general servicepoint ‘problem’. Sendcloud scrapes every hour the servicepoints to our servicepoint location picker. We scrape these from the data that the carriers send us. When the carriers do not update their scrape file, we also get incorrect data back in our servicepoint picker. Unfortunately there is not a work around for this problem, only let your customer select a alternative servicepoint.
Q: Not all carriers are in the servicepoint checker in my check-out.
A: Go to the Settings > Connected shops settings from your shop. Here you can see all available servicepoint carriers. Press 'save' to make sure all desired carriers are available in the servicepoint picker.