Diagnosing Common Issues
When you're setting up SparkLayer, our team is on-hand to give you the support you need and you can contact us at any time here. We've also detailed a number of common issues that are a useful starting point.
Issue:
You've imported a CSV file but it's showing errors once you've uploaded it
Possible resolutions:
- Check that all your products in Shopify have unique SKUs assigned.
- If your product has variants (e.g. small, medium, larger), make sure there are no duplicates in your SKUs
- Check that you've configured the price list CSV file as per our guidelines (e.g. ensuring no currency symbols in the price column)
- Check that the product in Shopify has the B2B ordering channel ticked under 'Sales Channels'. SparkLayer will only import pricing for SKUs that are assigned to the B2B Ordering channel within Shopify. Learn more here
- Check that the product in Shopify has been set to Product Status "Active". Currently SparkLayer will only import prices for products that are active in Shopify (versus in "Draft" status)
- Check the SKU exists within your Shopify catalogue
You've uploaded a CSV price list via the Price List section but you see a warning message once the import is completed with a list of Incorrect SKUs
Possible resolutions:
- SparkLayer will only import pricing for SKUs that also exist in Shopify. Make sure that all products within your Shopify catalogue have SKUs set up
- Make sure that the product in Shopify is set to 'Active' and not 'Draft'
- SparkLayer will only import pricing for SKUs that are assigned to the B2B Ordering channel within Shopify. Learn more here
If you're viewing the product or customer import tools and you see a warning sign, there could be a number of reasons for this. First of all, we recommend clicking the warning box to see the issues flagged. The issues are typically data-related (e.g. missing a field) and the good news is they can be easily remedied. We've highlighted what the messages mean.
Error message | Diagnosis |
|---|---|
Check SKUs are assigned to all variants in Shopify | For this specific product, within Shopify you are likely missing a SKU next to each variant or the main product itself. If you open the product in Shopify, you can add this under Inventory.
Note: SparkLayer will only successfully import products that have SKUs assigned for all variants. |
Error message | Diagnosis |
|---|---|
Address - The Country assigned is incomplete or invalid | Please make sure the customer record within Shopify has a Country assigned (e.g. United States of America).
Please note: this must apply to all addresses within the customer's address book |
Address - The City is missing and is a required field | Please make sure the customer record within Shopify has a City assigned
Please note: this must apply to all addresses within the customer's address book |
Address - The address needs a first line added (Line 1) | Please make sure the customer record within Shopify has the first line of the address assigned
Please note: this must apply to all addresses within the customer's address book |
Address - the Post/Zip code is invalid and is a required field | Please make sure the customer record within Shopify has the postal or zip code assigned
Please note: this must apply to all addresses within the customer's address book |
{"code":"resource-id-not-found","message":"Invalid customer group "kubbik".","....":"group"} | Please check your customer tags in Shopify. It may be because the shopify has a previously used tag which no longer corresponds to the tags in your Customer Groups. E.g. if they have a tag of b2b-tier-1 but b2b-tier-1 doesn't exist any more, it will show this error. |
In general, we always recommend the following:
- Check the customer has a fully completed address, including Country, Line 1 address, City, and Zip/Post code
- Check the customer doesn't have additional addresses that are incomplete in Shopify
- Check the customer hasn't had their email address recently changed. Whilst this shouldn't cause an issue, sometimes it can cause issues when syncing data
Issue:
You've logged in as a B2B customer but prices aren't showing on your product pages or the product shows as 'Unavailable'
Possible resolutions:
- Check that you've imported a price list that includes the product you are having issues with and you're signed in with a valid customer group
- Check that you've assigned the correct customer tags to the customer record you are logging in with. The customer must have a tag of
b2bby default and any additional tags that give them additional customer rules - SparkLayer will only import pricing for SKUs that are assigned to the B2B Ordering channel within Shopify. Learn more here
Issue:
A signed in B2B customer is trying to complete their order but it says their addresses are incomplete
Possible resolutions:
- Make sure that all address fields for the customer are completed within their customer record in Shopify
- Make sure they have no incomplete addresses
Issue:
You've logged into your Shopify store with a customer account but nothing happens and you don't see the SparkLayer Frontend widgets load
Possible resolutions:
- Check that you've assigned the correct customer tags to the customer record you are logging in with. The customer must have a tag of
b2bby default and any additional tags that give them additional customer rules. Learn more here - Check that your B2B customers have a valid address assigned to them. From the Customer Import, you can see if any customers don't
Issue:
You've logged in as a B2B customer and the SparkLayer My Account shows but no B2B prices show on product pages
Possible resolutions:
- Check that the product you are looking at has been assigned to the B2B ordering sales channel within Shopify
Issue:
You've placed an order via the SparkLayer Quick Order cart but it's not showing up in the Shopify admin
Possible resolutions:
- Unless the order is placed via 'Upfront Payment' (i.e. by card payment), the order will appear as a Draft order within Shopify by default. You can access this by clicking Orders and then Draft Orders within the Shopify admin. Learn more about how payments work with SparkLayer and Shopify in our guide here
Issue:
You've logged in as a B2B customer and when you
Possible resolutions:
- When you upload your CSV for your price list, make sure the
qtyfield is correctly populated. See our guide here - SparkLayer will only import pricing for SKUs that are assigned to the B2B Ordering channel within Shopify. Learn more here
Issue:
You've logged in as a B2B customer and when you get to the Shipping Method, you can't see a shipping method to select
Possible resolutions:
- If you're using the built-in SparkLayer Shipping system, make sure that you've set up your shipping rules correctly, e.g. by country or by customer group. If the customer doesn't match any of the rules you've set, no shipping method will be shown.
- If you're using Shopify to set your shipping methods, make sure you have a shipping country specified for your shipping methods, e.g. if the customer is from United Kingdom, ensure that your shipping methods have United Kingdom as an option
- If you're using Shopify Markets, make sure that you have shipping profiles set up for your destination countries.
Last modified 1d ago