Needs Attention¶
When Odoo cannot finish an order safely by itself, it does not guess: it marks the order Needs Attention, shows the reason in a red box at the top of the order and gives an activity to the store's Responsible (or the order's salesperson).
Find them with the filter Needs Attention in Shopify › Sales › Orders, or from the to fix count on the dashboard.
Reasons and what to do¶
| Reason | What to do |
|---|---|
| Total difference: the Odoo total differs from Shopify by more than the Allowed Difference (the message says which part: items, shipping, taxes) | Check the taxes and products of the order, correct it, then Run Workflow. Often a tax mapped to the wrong Odoo tax. |
| Workflow failed at a step (confirm, invoice, payment) | Read the error, fix its cause (e.g. a journal missing), then Run Workflow. |
| Cancelled on Shopify after shipping | Create the return and the credit note if needed. |
| Cancelled on Shopify, invoice not credited | Reverse the invoice, or switch on Reverse Posted Invoices on Store Cancel. |
| Edited on Shopify, lines changed in Odoo, order locked, or quantity below what is shipped | Change the order by hand to match Shopify, or unlock it and run its sync job line again (Execute Line). |
| Not enough stock to validate a delivery shipped on Shopify | Add the stock, or switch on Allow Negative Stock. |
| Earlier steps (pick, pack) not done for a delivery shipped on Shopify | Validate them, or switch on Validate Earlier Steps. |
| Units not shipped: no delivery left in Odoo for units Shopify still waits for | Ship them with a new delivery, or edit / refund the order on Shopify. |
| Shipment not sent to Shopify | Read the error; the delivery is sent again by Export Shipments. |
| Refund check: a refund could not be booked | Read the message, book it by hand. |
| Return with lots / serial numbers | Choose them on the return and validate it. |
| Deleted on Shopify | Cancel the order, or its deliveries and invoices, by hand if needed. |
When the problem is solved, click Done in the red box.
Waiting orders are not Needs Attention
An order waiting for a value to map (shipping method, tax, gateway, workflow row) is not imported yet: it waits in the sync job and continues by itself once you map the value. See Store values to map.