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.

🟠 I'm getting errors in the Price List import

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
  • 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 the SKU exists within your Shopify catalogue and has been set to active

🟠 I'm getting errors in the Product and Customer Import tools

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.

Product Import

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

Customer Import

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)
Address - The City is missing and is a required field
Please make sure the customer record within Shopify has a City assigned
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
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

🟠 Product prices aren't showing on the product pages

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 b2b by default and any additional tags that give them additional customer rules
  • Check that you've installed the frontend code snippets​
  • SparkLayer will only import pricing for SKUs that are assigned to the B2B Ordering channel within Shopify. Learn more here​

🟠 Customers can't place orders because of incomplete addresses

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

🟠 Nothing happens when I log in as a B2B customer on my store

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 b2b by 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
  • Check that you've installed the frontend code snippets​

🟠 The SparkLayer frontend widgets aren't loading on my product pages

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 you've installed the frontend code snippets​
  • Check that the product you are looking at has been assigned to the B2B ordering sales channel within Shopify

🟠 Orders aren't showing in the Shopify Orders admin

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​

🟠 Tiered pricing isn't showing when I upload a price list

Issue:
You've logged in as a B2B customer and you see B2B pricing, but no tiered pricing is showing
Possible resolutions:
  • When you upload your CSV for your price list, make sure the qty field 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​

🟠 I've uploaded a price list but it says some SKUs aren't found

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
  • SparkLayer will only import pricing for SKUs that are assigned to the B2B Ordering channel within Shopify. Learn more here​