Troubleshooting
Errors in the admin and integrations
Red go-live checks, failed bookings, emails that do not arrive, orders that need action, roles, webhooks and where the logs are.
Where: the errors show on the page where they happen. The notifications show in the bell at the top right.
Go-live and shipping
| Symptom | Cause | What to do |
|---|---|---|
| A go-live check is red | Something is missing or wrong in the storefront | Fix on the row opens the page where you correct it. Re-run runs the checks again. See Go live |
| The Sendify booking failed | Usually an incomplete address, a missing phone number or email address, or the sender's postal code | The error shows in the Fulfill order dialog or on the pack page. The shipment list shows booked shipments only. Correct it and book again |
An error from Sendify ends with (req …) | Sendify's id for the call | Give the id to support. Successful bookings show no id |
| The label has the wrong format | Label layout under Stack › Sendify › Settings applies to labels fetched after the change | A booked shipment keeps its label. Shipping labels on the order prints it unchanged |
| Symptom | Cause | What to do |
|---|---|---|
| The customer has not received the order confirmation | The email went to the spam folder or a spam filter | The Customer card on the order shows under Emails to the customer when the confirmation went out. Ask the customer to check the spam folder. Let noreply@bunstack.co and send.bunstack.co through the spam filter |
| The notification Order …: Order confirmation could not be sent | The sending failed | BunStack tries again up to 6 times over 48 hours. When the attempts have ended, the Customer card says The order confirmation has not reached the customer, and BunStack has stopped trying. ⋯ Actions › Resend order confirmation sends the email now |
| No emails are sent at all | The platform's email service does not answer | Press Send test to … under Settings › Notifications. If the test answers Email is not set up on the platform: email support@bunstack.co |
The sender is always noreply@bunstack.co. You have no domain of your own to verify.
Orders that need action
A flagged order has the NEEDS ATTENTION stamp in the order list and a Needs attention banner on the order, with one sentence per reason. Resolve removes the flag but not the cause. See Orders and statuses.
| The banner starts with | Cause | What to do |
|---|---|---|
| Oversold | The customer paid for more units than were in stock | Ship, back-order or refund. The order stays paid |
| Kustom's fraud check is still pending | Kustom's fraud check is running | Wait. BunStack blocks the capture until Kustom approves the order |
| Kustom rejected the order in its fraud check | Kustom rejected the order | Do not ship. Cancel the order |
| Kustom cancelled this order | Kustom's authorisation is no longer valid | Do not ship. Cancel the order |
| Kustom charged … but the cart booked … | Kustom charged a different amount than the cart | Check the amounts before the capture |
| Kustom charged in … but the cart was priced in … | Kustom charged in a different currency than the cart | Check the amounts before the capture |
| The address Kustom returned is in a different country | The country differs from the country VAT was calculated for | Check the VAT before delivery |
| Lines of this order were not sent to ProSmart | A push to ProSmart left out lines | Send the lines from the order's ProSmart card. See Lines that cannot be sent |
| The order was refunded in BunStack after it was sent to ProSmart | The order was refunded or cancelled after it was sent to ProSmart | Credit the order in ProSmart by hand. See ProSmart: crediting and delivery |
| The order was not sent to ProSmart | The ProSmart environment has no customer number for the order's country | Enter the customer number under Stack › ProSmart and send the order from the ProSmart card. See ProSmart: customer number per country |
The three ProSmart reasons do not block delivery. If the order is flagged again, only the new reason shows, plus a Kustom hold that is still running. If the order could not be created at all, the notification Paid Kustom order could not be created comes instead.
Integrations and roles
| Symptom | Cause | What to do |
|---|---|---|
| The Kustom checkout does not open, and the page says "The payment window has not loaded" | Kustom's window did not load in the customer's browser. The checkout is created and the credentials work | The customer presses "Reload the page". Re-verify changes nothing |
| An integration shows an error | The integrations log in different places | ProSmart has the Activity tab with syncs and order pushes. Sendify has Test quote. Kustom has Re-verify |
| Nothing was saved — your role may not allow …, or Nothing was created, deleted or changed | Your role may not make the change | Reload the page to see what is saved. See Roles in the team |
| The notification Webhook delivery failed after 5 attempts | The delivery failed 5 times, and BunStack does not retry it | Choose the endpoint under Settings › Developer › Webhooks. Recent deliveries shows the HTTP response, the number of attempts and the latest error. See Webhooks and API keys |
| The integration is listed under Planned | It is not built. Details describes what the connection would do | Build your own connection with API keys and webhooks |
The notification about a failed webhook comes at most once per endpoint and hour.
Activity log under More in the sidebar lists changes with time, action, role, resource and storefront, as far back as the plan keeps them. Export CSV includes actor_id. See Team, roles and your account.
Errors on a page
If a page cannot read its data, a box shows where the content would have been. The box says what failed and shows the server's message. If the page can try again, the box has the Try again button.