How to fix receiving, stock corrections and imports that fail

This page covers the jobs that change stock or fill in orders: receiving a delivery on What are suppliers and purchase orders? (Buying › Purchase orders, then Receive shipment on an order), correcting a count with Correct stock on Selling › Inventory, and importing order files.

Anything that writes to Shopify depends on the store connection, so check that first. Then find the message you saw below. Your workspace may use its own word for a purchase order; Settings › Terminology shows both.

Check this first: is Shopify asking you to reconnect?

An admin opens Settings › Integrations and looks at the Shopify row. If it shows Reconnect, the open row tells you which of two cases you have.

An amber note that begins Reconnect this store. The store was connected before Tideswell needed permission to change stock, so receiving and stock corrections fail even though its data still shows. Press Re-authorize permissions and approve on Shopify's screen.

The store stays connected while you do this, so do not disconnect it first.

A button that reads Reconnect Shopify. The connection itself has stopped working, so reading data fails too. Press it and approve again on Shopify's screen. Both cases are covered in How to manage integrations, your workspace name and the audit log.

Why is there no Receive shipment button, or why is it greyed out?

The button shows only to people who hold Change stock, receiving and store settings in Settings › Permissions, which goes to leads and above by default. Ask an admin to raise your role or the row, per How to set who can do what.

A greyed button means the order has no products yet, or it is closed. To receive against a closed order, open its More actions menu (⋯) and press Reopen first.

Why will Receive not go through?

Receive stays greyed until you enter a quantity or a cost on at least one line. After that, the line under the table names anything left to fix:

• Whole numbers only: a quantity such as 12.5 is highlighted. Type a whole number.
• A unit cost must be a number of 0 or more: fix the highlighted Unit cost boxes.
• Freight and duty must be a number, or blank: clear the box or type a plain number.
• The invoice needs its invoice number (or date, or total): fill those in under Vendor invoice, or clear the section to receive without it.

Why did a scan not add to a line?

The message under Scan a barcode or SKU names the reason, and a low tone plays. The scan was not counted, so fix the cause and scan that item again. Each message stays until you press Dismiss or the same code scans cleanly.

• ... isn't on this order. No line on this order carries that barcode or SKU. Check the item belongs to this delivery. On a line showing Link to Shopify, type the SKU shown beside the product name, or type the quantity into Received now.
• More than one line carries ... Count it by hand. Two lines on the order share that code. Type the quantity into Received now on the right line yourself.
• Fix the quantity for ... first. That line's Received now holds something that is not a whole number, such as 12.5. Correct or clear the box, then scan again.

Scanning is covered in How to receive a delivery.

What does an amber warning in the receive window mean?

Shopify stock won't update. This is the reconnect case above. The delivery is recorded in Tideswell, but Shopify has to be adjusted by hand until an admin re-authorizes the store. Where you can, have the store re-authorized before you receive.

Lines won't reach Shopify, with a count. Those lines are not linked to a Shopify product. Press Link to Shopify on each one and pick the product, or receive anyway and adjust those products in Shopify yourself.

After receiving, a message such as 2 line(s) not tracked in Shopify were recorded only means the same thing. The units are recorded in Tideswell, and Shopify needs a manual change. See How to receive a delivery.

What if a product on the order was deleted in Shopify?

Its delivery fails, and the failed receipt names the deleted product. The line's link icon then reads "This product was deleted in Shopify. Re-link it" when you point at it.

Press it, and in Re-link to a Shopify product pick the product that replaced it. Re-linking changes what future deliveries do, and it does not add units you have already received.

What do you do when a delivery shows Failed?

Read the error beside it in Receipt history, fix the cause, then press Retry on that row and Yes, update Shopify stock. Retrying cannot count the stock twice.

Retry the same day. After 23 hours the button is replaced by Too old to retry, and from then on you check that product's stock in Shopify and correct it there.

Retry resends the stock only. If the delivery also changed a cost and that part failed, change the cost in Shopify by hand. On a closed order, press Reopen first.

What if it says Shopify was updated but the record did not save?

The right move depends on where you saw it.

When receiving, press Retry on that delivery in Receipt history. The message itself says so: the stock reached Shopify, Tideswell's record of it did not, and retrying records it without adding the stock again.

When correcting stock, the message ends No need to retry. Your new count is already in Shopify, so leave it as it is.

What if the phone says the delivery was already recorded but did not reach Shopify?

Open the same order on the web and press Retry in Receipt history, the same day. See How to receive a delivery on your phone.

Could the same delivery be counted twice?

Pressing Receive twice on one submission never counts the stock twice: Tideswell tells you the delivery was already recorded. Pressing Retry on a failed delivery cannot count it twice either.

Entering the same boxes again as a new delivery does add the stock again. When a delivery would take a line past what the order still owes, the confirm window says by how many units and asks you to check Receipt history first if someone else may have entered it.

If a delivery did go in twice, void the extra one.

How do you take back a delivery booked by mistake?

Press Void on the delivery in Receipt history, give a reason under Why is this being voided?, and choose whether to give the stock back to Shopify. Tick The shop is already right. only if someone has already corrected Shopify by hand.

A voided delivery cannot be retried. If the goods really did arrive, receive them again as a new delivery. The full steps are in How to receive a delivery.

Why does every line start empty, or start full?

An admin chooses this in Settings › Receiving › Fill in quantities before receiving. With it on, every line starts at the full amount still owed. With it off, every box starts empty, and a product goes into Shopify only if someone types a number for it.

The iPhone app always starts every line empty, whichever way the setting is.

Why are the lines higher than what arrived after scanning?

Because the lines already held numbers before you scanned, and every scan adds one on top. With Settings › Receiving › Fill in quantities before receiving on, each line starts at the full amount still owed, so 12 polos scanned in read 24.

Numbers typed into the order's Receive qty column start the lines the same way. Clear the Received now boxes and scan again, or type the right numbers. We recommend an admin turns the setting off if your team scans deliveries in.

Why is there no Correct stock button?

Correct stock shows only to people who hold Change stock, receiving and store settings, and only on rows stocked at a location you ship from. See How to work out a restock cost and correct a stock count.

Why was a stock correction refused?

The message names the reason:

• Enter a number. or Enter a whole number.: the box was empty or held a decimal.
• Stock changed since this page loaded, followed by the current figure: someone else changed the count after you opened the page, so your number was not written. Reload the page, check the new figure, and enter yours again if it is still right.
• You don't have permission to correct stock.: ask an admin for the row above.

If every correction fails, go back to the reconnect check at the top of this page.

Why were rows unusable in an import preview?

The preview counts the rows it read and the rows it cannot use, then lists each problem as Row and a number. Fix those rows in your file and choose it again.

The usual causes in Import confirmation and Import lines:

• A quantity that is not a whole number. Quantities must be whole numbers of 0 or more.
• A decimal comma. A cost written 24,50 is refused and the message shows it as 24.50. A quantity written 1,5 is refused the same way, while 1,200 imports as 1200.
• No product name and no identifier. Each row needs one or the other.

Before any rows show, the dialog asks you to Choose a quantity column, and an identifier or a description column. Pick both, and the preview appears.

Why were fewer lines added than rows read?

Because a product already on the order is skipped, and rows that repeat one product are added together into a single line. The preview says both before you confirm.

That makes importing the same file into the same order twice safe: it does not double the order. See How to import purchase orders and supplier confirmations.

Why did so many lines not match Shopify?

Check the answer to What type of identifier is this column?: SKU, Barcode or Shopify Variant ID. Tideswell picks Barcode by itself only when the column is headed barcode, UPC, EAN or GTIN, so a barcode column under any other heading needs setting by hand.

Unmatched lines still import, as free text. They will not reach Shopify when you receive, so fix them before the goods arrive.

To fix them, press the link icon (Link to Shopify) on each unmatched line and pick the product. If a message tells you to re-run the import with the same file, do that before the order is placed: it links the lines already there and does not add them twice.

Why is Import lines missing?

The order has reached a stage such as Order placed or Acknowledged, so its lines are frozen. Record the supplier's changes in the Revised column instead, per How to import purchase orders and supplier confirmations.

Why was an order book file refused?

Import CSV on Buying › Purchase orders (⋯) reads your columns by name. Its dialog shows the Expected header to copy.

A file is refused whole when it has no vendor or no po_number column, or names one column twice, and the message says which. Fix the header row and import again.

Why is Send greyed out on a revision?

Some lines have no confirmed quantity. The dialog says how many, and that sending now would tell the supplier to cancel them.

Fill in every Revised quantity, including lines that stay the same, then send. See How to send a revision and export an order.

Why did a homepage banner fail to publish?

The message says why. "Couldn't find a homepage banner area." means your theme's homepage has no slideshow section; add one in Shopify and publish again.

If Settings › Integrations says the store is missing some permissions, an admin presses Re-authorize permissions, then you publish again. See How to schedule a homepage banner.