Troubleshooting#

Click below to jump to the topics:

• How do I know my integration is live & running?
• There’s an Error or a Problem: How Can I Debug My Integration?
• How can you debug the integration from the Sandbox environment and identify the scope of the error?

How do I know my integration is live & running?#

You can monitor the integrations from Partner Portal directly. When OT API triggers orders to your webhook, success or failure is logged in the Shop Integrations > Order status updates tab. In the event of an observed error, it should be resolved by the Partner.

There’s an Error or a Problem: How Can I Debug My Integration?#

If you’re experiencing issues with your integration, follow these steps to identify and resolve the problem:

• Check the Shops Integrations Plugin in the Partner Portal to verify that your integration is correctly set up and there are no errors demonstrated visibly
• Gather key details about the issue, including error messages, timestamps, and any relevant API request/response logs.
• Assess the impact – is the issue affecting all orders/promotions/catalog updates or just specific ones? How critical is the problem for your operations?
• Contact your account manager and provide:
  • A clear description of the issue.
  • Error details (logs, screenshots, API responses).
  • The scale and impact on your business.
• Retry or test the integration to see if the issue persists after making adjustments.

Providing complete and accurate information will help speed up the troubleshooting process.

How can you debug the integration from the Sandbox environment and identify the scope of the error?#

• Place an order from the test store or use the sandbox environment in Partner Portal
• Partner API/Orders should trigger the order to your configured webhook
• The order can be tracked from the Partner Portal -> Shop Integrations plugin
• A successful POST request to your webhook will have a 200 response
• If the response is 4xx or 5xx– scope of error is with Partners, logged errors in the Order status updates tab must be reviewed and appropriate actions should be taken by Partner to adjust the webhook service. Partner’s internal service logs can also be utilised for effective debugging.