Useful Links

Troubleshooting

Introduction
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. We've also detailed a number of common issues that are a useful starting point if you're looking to troubleshoot yourself.   
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Pricing
See all our pricing FAQs
For further troubleshooting for pricing, please refer to Pricing FAQs﻿﻿
⚠️ Prices aren't showing on the product pages or saying "Unavailable"
You've logged in as a B2B customer but prices aren't showing on your product pages or the product shows as 'Unavailable'.
🛍️ Using Shopify
🌐 Other platforms
Possible resolutions:
Check that you've installed the Frontend Interfaces﻿﻿
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. For example, if you have a price list "Base", make sure you have a customer group that is assigned this price list. You can also check your pricing in the Price Editor tool.
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 have SKUs for products. If you don't already have SKUs in Shopify, it's relatively quick to do. You can either edit individual products and add them manually, or you can use Shopify's 'Import' or 'Edit products' feature to do this in bulk.
Check that the product is set to "Active" within the Shopify admin (i.e. not "Draft" or "Pending"). SparkLayer will only import "Active" products.
SparkLayer will only import pricing for SKUs that are assigned to the B2B Ordering channel within Shopify. Make sure you have B2B ordering selected in Shopify.
If you're setting up tiered pricing, make sure that you've specified a price for a single unit for all products in your CSV. 
Not applicable
⚠️ Price are showing different to what I am expecting
When logged in as a B2B customer you are not seeing the correct pricing that you've set up within the SparkLayer Dashboard.
🛍️ Using Shopify
🌐 Other platforms
Possible resolutions:
On Product Page
When it comes to your pricing, SparkLayer will always output pricing in NET (excluding tax). You may need to check that you have the below Shopify store setting turned on in your Taxes and Duties﻿
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When you are creating an automatic price list you must make sure you click  "Adjust percentage to account for tax". This only needs to be clicked once and this will then remove the tax from your Shopify price to then apply the additional discount that you have decided on.
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When creating a new automatic price list,  if you have select a different currency to the native currency on your store, please bare in mind that this will convert your Shopify prices to this currency at the live conversion rate.
If you do not wish for this to be the case you would need to use a manual price list and manually specify the price you want to sell the SKU for (as shown below).
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In the Cart
Go to your Shopify settings and navigate to Taxes and Duties. When scrolling to the bottom, check if you have the Include sale tax in product price and shipping rate turned on shown below. 
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If this is turned ON, when creating an automatic price list you will need to ensure that you click on the Adjust percentage to account for tax to ensure SparkLayer connects to Shopify with the correct pricing. 
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If you are using a manual price list, check that you haven't uploaded your prices as gross (i.e. including tax). In order for tax to be added correctly in the cart, all pricing myst be uploaded at net pricing (i.e. excluding tax).
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By default, tax is charged on the overall subtotal of the customer's cart. We have a setting that will allow you tax individual line items, giving you more control over which items are taxed. Please contact our support team﻿ to enable this.
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Not applicable
⚠️ I'm getting errors in the Price List import 
You've imported a CSV file but it's showing errors once you've uploaded it.
🛍️ Using Shopify
🌐 Other platforms
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 the guides within Price Lists﻿ (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.
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
Not applicable
⚠️ Tiered pricing isn't showing when I upload a price list
You've logged in as a B2B customer and when you go to a product page, you can't see the tiered pricing you've uploaded.
🛍️ Using Shopify
🌐 Other platforms
Possible resolutions:
When you upload your CSV for your price list, make sure the qty field is correctly populated. 
SparkLayer will only import pricing for SKUs that are assigned to the B2B Ordering channel within Shopify.
Make sure that you've specified a price for a single unit for all products in your CSV. 
Not applicable
⚠️ I'm using an Automatic price list but cannot select a "Source"
You've created a new price list and you've selected "Enable automatic pricing" but you cannot select a price list from the list of "Sources".  
🛍️ Using Shopify
🌐 Other platforms
Possible resolutions:
If you're trying to set up an Automatic price list and you can't select a pricing source, it is likely because SparkLayer cannot find SKUs on your store.  
SKUs are required in order for SparkLayer to synchronise product and pricing data from your store.
Please ensure SKUs are specific for the products you wish to make available to your B2B customers. SparkLayer will only import pricing for SKUs that are assigned to the B2B Ordering channel within Shopify.
Not applicable
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Data Sync
⚠️ I'm getting errors in the Product Data Sync
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If you're viewing the product data sync and you see a warning sign, there could be a number of reasons for this. 
🛍️ Using Shopify
🌐 Other platforms
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.
Not applicable
⚠️ The Product Data Sync says "This product cannot be found"
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If you're searching for a product in the Product Data sync and it doesn't return any results, this could be due to a number of reasons.
🛍️ Using Shopify
🌐 Other platforms
Possible resolutions:
Check that you have valid SKUs for products. If you don't already have SKUs in Shopify, it's relatively quick to do. You can either edit individual products and add them manually, or you can use Shopify's 'Import' or 'Edit products' feature to do this in bulk.
Check that the product is set to "Active" within the Shopify admin (i.e. not "Draft" or "Pending"). SparkLayer will only import "Active" products.
SparkLayer will only import pricing for SKUs that are assigned to the B2B Ordering channel within Shopify. Make sure you have "B2B ordering" selected in Shopify for any products you want to show to B2B customers
If you're still having issues, please contact our support team and we'll be happy to help.
Not applicable
⚠️ I'm getting errors in the Customer Data Sync
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If you're viewing the customer data sync and you see a warning sign, there could be a number of reasons for this. 
🛍️ Using Shopify
🌐 Other platforms
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
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 "tier-1".","....":"group"}
Please check your customer tags in Shopify. It may be because the customer 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 the b2b-tier-1 customer group doesn't exist in the SparkLayer dashboard 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
Not applicable
⚠️ The Customer Data Sync says "This Customer ID cannot be found"
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If you're searching for a customer in the Customer Data sync and it doesn't return any results, this could be due to a number of reasons.
🛍️ Using Shopify
🌐 Other platforms
Area
Diagnosis
Check the customer ID
You can also find this ID in the URL when navigating a customer within the Shopify Customers admin. For example, the URL in your browser may look something like this:

https://your-shopify-store-url.com/admin/customers/5917633347819 

In this example, the external customer ID would be 5917633347819
Check the customer tag
SparkLayer relies on the customer tag feature within Shopify. For a customer to sync with SparkLayer, they must have a tag of b2b set within their customer record in Shopify. Without this, their record will not sync to SparkLayer.
In general, we always recommend the following:
Check the customer has a tag of b2b assigned
If you're still having issues, please contact our support team and we'll be happy to help.
Not applicable
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Website
⚠️ A message saying 'An unknown error occurred' shows
You've logged in as a B2B customer and when you go through the checkout, you see an error message showing on the top right of your browser. 
🛍️ Using Shopify
🌐 Other platforms
Error codes:
If you're using the latest version﻿ of SparkLayer, you'll see the following error codes.
SHOPIFY:001 You've assigned a price list in a specific currency (e.g. AUD) to a B2B customer but this currency has not been enabled in your Shopify Markets & Currencies﻿. In a market that includes multiple countries / regions, there is a setting to "Show prices to customers in their local currency". SparkLayer does not currently support this setting and it will need to be disabled for B2B customers in this market to successfully place orders
SHOPIFY:002 You've assigned a price list in a specific currency (e.g. AUD) to a B2B customer but the destination shipping country isn't set up in your Shopify Markets & Currencies﻿﻿
SHOPIFY:003 There's an issue with your product data such as a missing variant SKU for the product in your order. Try removing the affected product from the order
SHOPIFY:005 The email being used for the order is failing "DNS checks" by Shopify and is being restricted from checking out. Try checking the email address to ensure it is valid
SHOPIFY:006 You're trying to checkout with a shipping address in a country that is not in any of your store's configured Shopify Markets. Please ensure all available shipping countries have an associated Shopify Market set.
PRICING:001 The B2B customer has two price lists assigned to their customer group with different currencies (e.g. GBP and USD). Try changing their customer group settings to ensure only one currency type is assigned.
Other possible resolutions:
Check that the products in your order don't have prices of 0.00 set in Shopify. In general, SparkLayer relies on the Shopify price being higher than the B2B price in order to place an order with the correct calculations. Prices of 0.00 will throw an error and prevent checking out
If you're using multiple-currencies, make sure you've configured Shopify Markets as per our guide here﻿. You'll need to ensure each market has currencies and shipping methods correctly set
If you're placing an order as a sales agent﻿, make sure the email address of the customer you're placing an order for is valid. Any invalid emails (e.g. an incorrect domain name) may prevent an order being placed due to Shopify rejecting the details.
Within your core script﻿, make sure the siteId variable matches that shown in the SparkLayer Dashboard.
Not applicable
⚠️ Nothing happens when I log in as a B2B customer on my store
You've logged into your Shopify store with a customer account but nothing happens and you don't see the SparkLayer Frontend widgets load
🛍️ Using Shopify
🌐 Other platforms
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
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 there are no syncing issues for the customer in the Data Sync tool. If you see a message such as "code":"resource-id-not-found","message":"Invalid customer group" it could indicate that the customer has been assigned a tag in Shopify that doesn't correspond to the tags in your Customer Groups﻿
Check that you've installed the Frontend Interfaces﻿﻿
Check that you are testing on the correct Shopify storefront theme (e.g. you may have installed SparkLayer on a backup theme)
Not applicable
⚠️ The SparkLayer frontend widgets aren't loading on my product pages
You've logged in as a B2B customer and the SparkLayer My Account shows but no B2B prices show on product pages
🛍️ Using Shopify
🌐 Other platforms
Possible resolutions:
Check that you've installed the Frontend Interfaces﻿﻿
Check that you have SKUs for products. If you don't already have SKUs in Shopify, it's relatively quick to do. You can either edit individual products and add them manually, or you can use Shopify's 'Import' or 'Edit products' feature to do this in bulk.
Check that the product is set to "Active" within the Shopify admin (i.e. not "Draft" or "Pending"). SparkLayer will only import "Active" products.
Check that there are no syncing issues for the customer in the Data Sync tool for the customer you are testing with.
SparkLayer will only import pricing for SKUs that are assigned to the B2B Ordering channel within Shopify. Make sure you have "B2B ordering" selected in Shopify for any products you want to show to B2B customers
Not applicable
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Tax
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Orders
⚠️ Orders aren't showing in the Orders admin
You've placed an order via the SparkLayer Quick Order cart but it's not showing up in your Shopify admin
🛍️ Using Shopify
🌐 Other platforms
Possible resolutions:
Check that the order has been placed as a B2B customer. You can check this from the "Notes" field within the order in Shopify
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. If you'd prefer for all orders to arrive in Shopify as completed orders (i.e. not draft orders), you can enable this here.
Not applicable
⚠️ Orders show as "Awaiting Merchant"
As a customer, you've placed an order via the SparkLayer Quick Order cart and it shows an order status of "Awaiting Merchant" when you review your orders. 
🛍️ Using Shopify
🌐 Other platforms
Notes:
For orders that are placed via "manual" payment methods such as Pay by Account or Pay by Invoice, these will initially show in the My Account area with a status of "Awaiting Merchant". When the order is transitioned into a "Completed" order, the status will then update to the appropriate status such as "Processing", "Shipped" etc. Learn more﻿﻿
Not applicable
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Checkout
⚠️ Customers can't place orders because of incomplete addresses
A signed in B2B customer is trying to complete their order but it says their addresses are incomplete
🛍️ Using Shopify
🌐 Other platforms
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 saved against their account
Not applicable
⚠️ Shipping methods aren't showing for customers
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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
🛍️ Using Shopify
🌐 Other platforms
Possible resolutions:
If you're using SparkLayer's built-in shipping, 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. Look out for rules you've set based on "weights" or which customer groups are assigned to the shipping rule
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.
Not applicable
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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 "tier-1".","....":"group"}	Please check your customer tags in Shopify. It may be because the customer 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 the b2b-tier-1 customer group doesn't exist in the SparkLayer dashboard any more, it will show this error.

Area	Diagnosis
Check the customer ID	You can also find this ID in the URL when navigating a customer within the Shopify Customers admin. For example, the URL in your browser may look something like this: https://your-shopify-store-url.com/admin/customers/5917633347819 In this example, the external customer ID would be 5917633347819
Check the customer tag	SparkLayer relies on the customer tag feature within Shopify. For a customer to sync with SparkLayer, they must have a tag of b2b set within their customer record in Shopify. Without this, their record will not sync to SparkLayer.

Updated 05 Sep 2024

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