Overview:

Here we will walk through every common error encountered and the resolution to each. You will find the Problem, Symptom, a Diagnostic Checklist and the Solution to each common issue below.

As mentioned below, if none of the solutions provided work for you, you may contact Alloy Support for assistance.

Follow this guide to access your error logs for your Buy with Prime Alloy Sync Apps

Errors & Resolutions for all Apps

Credential Errors

Erorrs: Third Party Credential not Valid

The WooCommerce credentials are not valid!
Your Magento credentials are not valid. Try entering them again.
BigCommerce is no longer authorized, refresh your credentials to complete this action

Alloy App: All Apps

Problem: This error occurs when the merchant’s third-party app credential has expired.

Symptom: This may prevent order sync and catalog sync from working properly.

You may see that your products in Buy with Prime Merchant Console is out of date from your DTC store
You may see that your Buy with Prime order not updated in your DTC store

Solution to prevent future error

Log into Buy with Prime Merchant Console: https://console.buywithprime.amazon.com/
From the Buy with Prime Merchant Console left side navigation, go to Marketplace
Click on the Alloy App that you had previously installed (Catalog updates from Shopify).
In the App detail page, click on the “Go to Alloy” button located in the top right corner.
You will be prompted with the following option. “Go to Dashboard” or “Configure Settings.” Please select “Configure Settings.”
Sync the price and other attributes appropriately according to your specific requirements.
Enter your credentials for 'Buy with Prime', 'DTC Store', and 'Alloy' if prompted.
Click “Activate” which would then re-authenticate the app.

If any of the options doesn’t work for you, you may contact Alloy Support for assistance.

Erorr: You do not have sufficient access to perform this action.

Alloy App: All Apps

Problem: This error occurs when the merchant’s BwP credential has expired. The credential can expire due to server errors, Alloy’s refresh mechanism failing, or the user manually removing their BwP credential from the Alloy interface.

Symptom: This may prevent order sync and catalog sync from working properly. You may see that your products in Buy with Prime Merchant Console is out of date from your DTC store.

Solution to prevent future error

Log into Buy with Prime Merchant Console: https://console.buywithprime.amazon.com/
From the Buy with Prime Merchant Console left side navigation, go to Marketplace
Click on the Alloy App that you had previously installed (Catalog updates from Shopify).
In the App detail page, click on the “Go to Alloy” button located in the top right corner.
You will be prompted with the following option. “Go to Dashboard” or “Configure Settings.” Please select “Configure Settings.”
Sync the price and other attributes appropriately according to your specific requirements.
Enter your credentials for 'Buy with Prime', 'DTC Store', and 'Alloy' if prompted.
Click “Activate” which would then re-authenticate the app using the 'Buy with Prime' credential in Alloy.

If any of the options doesn’t work for you, you may contact Alloy Support for assistance.

Errors & Resolutions by App:

Shopify

Erorr: The fulfillment order is neither in an open nor an in progress state.

Alloy App: Shopify Order Sync App

App Preference: Sync when order is placed

Problem: Alloy Shopify Order sync cannot update the fulfillment status for your order in your Shopify store because the fulfillment status has previously been updated by either another integration service or manually. This is intended behavior for Alloy Apps but you should still investigate your store automation process to ensure no double fulfillment.

Symptom: Most of the time there may not be any visible problem for your order status in your Shopify store. Order will be created in Shopify by Alloy App and fulfillment status will be updated successfully by other automation processes. However, there is a possibility that your store is performing double fulfillment.

Diagnostic Checklist

When installing Shopify Order Sync App on Buy with Prime Marketplace, you chose to “sync when order is placed” as your sync preference
Do you have another third party 3PL service that is automatically updating the fulfillment status for the same order in the Shopify store?
Is someone manual updating the order fulfillment status in your Shopify Store?
Are the order fulfillment status properly synced. Cross reference Buy with Prime Orders in your Merchant Console with your Orders in Shopify.
Do you experience double fulfillment for Buy with Prime order in your Shopify store?

Solution to prevent future error

These are the options you may take to prevent future error from Alloy Apps

Turn off your 3rd party automation for any Buy with Prime orders
If you wish to keep your third party automation with your Shopify store, it is recommended to switch your sync preference to “when order is fulfilled”

If any of the options doesn’t work for you, you may contact Alloy Support for assistance.

Resync the orders

If you noticed your Buy with Prime orders are not properly synced and wish to resync, please contact Alloy Support for assistance.

Error: Shopify variant with specified SKU could not be found

Alloy app: Shopify Order Sync App

Problem: Alloy encounters an error when creating orders in Shopify using products from Buy with Prime orders (identified via SKU). The error message from Shopify states that the SKU of the product does not exist, which is unexpected considering the SKU must be pulled from Shopify for the BwP order to be created.

Symptom: You will be missing orders from Buy with Prime in Shopify as they can’t be created.

Diagnostic checklist:

Confirm the product SKU in Buy with Prime Merchant Console matches the product SKU in your Shopify Store. Example, Somewhere you will see an extra “-FBA” at the end of your BWP product SKUs.
Did you authenticate the correct Shopify account during the installation process? Navigate to the credential section of your Alloy account to double check.

Solutions: Here are options to explore to prevent this error. If any of the options doesn’t work for you, you may contact Alloy Support for assistance:

Update the product SKU in Buy with Prime Merchant Console to match the SKU in your Shopify Store.
Navigate to the Shopify Order Sync App, uninstall, and reinstall the application ensuring the Shopify domain URL matches the store your Buy with Prime button is on.
If you noticed your Buy with Prime orders are not properly synced and wish to resync, you can do so from the Workflow Logs in your Alloy account. For bulk resyncs, please contact Alloy Support for assistance.

Error : Order: Line items is invalidLine Items: Name can't be blank, Title can't be blank

Alloy app: Shopify Order Sync App

Symptom: You will be missing orders from Buy with Prime in Shopify as they can’t be created.

Diagnostic checklist:

Confirm the product SKU in Buy with Prime Merchant Console matches the product SKU in your Shopify Store. Example, Somewhere you will see an extra “-FBA” at the end of your BWP product SKUs.
Did you authenticate the correct Shopify account during the installation process? Navigate to the credential section of your Alloy account to double check.

Solutions: Here are options to explore to prevent this error. If any of the options doesn’t work for you, you may contact Alloy Support for assistance:

Update the product SKU in Buy with Prime Merchant Console to match the SKU in your Shopify Store.
Navigate to the Shopify Order Sync App, uninstall, and reinstall the application ensuring the Shopify domain URL matches the store your Buy with Prime button is on.
If you noticed your Buy with Prime orders are not properly synced and wish to resync, you can do so from the Workflow Logs in your Alloy account. For bulk resyncs, please contact Alloy Support for assistance.

WooCommerce

Error : {"code":"woocommerce_rest_required_product_reference","message":"Product ID or SKU is required."}

Important Note: On July 8th, 2023, Alloy improved the data sync workflow and this error should not occur anymore in your future Buy with Prime orders.

If you still encounter this problem, please contact Alloy Support for assistance.

Alloy App: WooCommerce Order Sync App

Problem: Buy with Prime Order cannot be created in WooCommerce because product ID and SKU is required.

Symptom: You may see missing Buy with Prime orders in your WooCommerce.

Diagnostic Checklist

Are you missing any Buy with Prime orders in your WooCommerce Store. Cross reference Buy with Prime Orders in your Merchant Console with your Orders in WooCommerce.

Solution to Prevent Future error

On July 9th, 2023, Alloy improved the data sync workflow and this error should not occur anymore in your future Buy with Prime orders.

If you still encounter this problem, please contact Alloy Support for assistance.

Resync the orders

If you noticed your Buy with Prime orders are not properly synced and wish to resync, please contact Alloy Support for assistance.

The WooCommerce credentials are not valid!

Alloy App: WooCommerce Order Sync App

Problem: Since your credential is not valid, Alloy App cannot create or update Buy with Prime orders to your WooCommerce Store.

Symptom: You might see missing orders or order out of sync for your Buy with Prime orders in your WooCommerce Store.

Diagnostic Checklist

Make sure your credential for your WooCommerce Order Sync App is correct.
Make sure your credential is referencing the correct WooCommerce Store.
Are you missing any Buy with Prime orders in your WooCommerce Store. Cross reference Buy with Prime Orders in your Merchant Console with your Orders in WooCommerce.
Are some of the order status out of sync between Buy with Prime orders and your WooCommerce Store. Cross reference Buy with Prime Orders in your Merchant Console with your Orders in WooCommerce.

Solution to Prevent Future error

Update your WooCommerce Order Sync App Credential
Make sure your Credential is referencing the correct WooCommerce Store

Resync the orders

If you noticed your Buy with Prime orders are not properly synced and wish to resync, please contact Alloy Support for assistance.