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 usο»Ώ 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 FAQsο»Ώο»Ώ

⚠️ 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'.

βœ… View possible resolutions

⚠️ 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.

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⚠️ 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.

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⚠️ 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.

βœ… View possible resolutions

⚠️ 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".

βœ… View possible resolutions

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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.

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⚠️ 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.

βœ… View possible resolutions

⚠️ 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.

βœ… View possible resolutions

⚠️ 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.

βœ… View possible resolutions

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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.

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⚠️ 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

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⚠️ 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

βœ… View possible resolutions

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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

βœ… View possible resolutions

⚠️ 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.

βœ… View possible resolutions

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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

βœ… View possible resolutions

⚠️ 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

βœ… View possible resolutions

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Updated 05 Sep 2024
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