Why are my orders imported into Holded, but not the invoices?
In order for an invoice or sales ticket to be generated in Holded, the order must be marked as "paid" in Shopify. If the order in Shopify is not marked as paid, it will only appear in Holded as a sales order (under Inventory > Orders), and no invoice or ticket will be generated.
My orders show as "paid" in Shopify, but are not imported into Holded
If you are having problems syncing your orders from Shopify to Holded:
Check that the orders in Shopify are not archived; if they are, they will not sync in Holded. To fix this, unarchive the orders and re-sync.
☝🏼 You can prevent orders from being automatically archived in Shopify by disabling this option from Settings > Checkout > Order processing.
If the issue persists, check your integration settings. Keep in mind that Shopify orders will only sync into Holded if you have selected Sales Order as the option.
If you have chosen Invoice or Sales Ticket, those orders will no longer be imported automatically.
How do I delete orders or invoices that have already been synchronized and import them back into Holded?
Deleting invoices and re-importing them can be useful if, for example, they were generated incorrectly (without the sales channel set up, without specific invoice numbering for Shopify, etc.). Since editing is manual, to avoid invoice-by-invoice editing, it is more practical to delete them all (including the associated sales orders), and import them again. To do this:
Also delete the sales orders generated by the integration from Inventory > Orders.
☝🏼 Activate the Inventory gem to be able to delete them, or contact our CS team for help.
Finally, force order synchronisation using the "Synchronise" button from Settings > Integrations > Shopify.
Include a day before and after when selecting the desired date range.
Can I import orders from previous years from Shopify to Holded?
You can only automatically import orders from the current or previous year into Holded. Orders from before last year cannot be automatically imported using the "Synchronise orders" button in Shopify.
However, as an alternative, you can use Excel templates to import old orders into holded. Learn how to do this here.
☝🏼 Please note that the dates selected for synchronization are exclusive, and the start and end dates will not be included.
How do I import COD orders?
The only way is to select the option to import as Sales Orders to Holded, and then convert the orders to an invoice.
Please note that if you choose the option to import as an Invoice or Sales Ticket, Holded will only import orders when they have a status of 'Paid' in Shopify.
Do Shopify payment methods sync with Holded payment methods?
From the settings, it is possible to synchronise Shopify payment methods with invoices or sales tickets in Holded. This way, you can assign the corresponding payment method to a bank in Holded and perform the bank reconciliation afterwards. However, Shopify payment methods do not directly relate to the payment methods that are created in Holded.
I have had an amendment sale generated with a value of 0 in Holded, why is this and how can I correct it?
When a return or refund is generated in Shopify, there may be a delay in processing the corresponding payment, which causes Holded to generate a document with a value of 0. Once the payment is processed in Shopify, Holded will update the document with the corresponding value.
To avoid generating a document with value 0, you can check the "Exclude orders with no value" checkbox in the advanced settings of the Shopify integration in Holded.
This way, Holded will only generate the amendment sale document when the payment is processed in Shopify.
Why does Holded generate a full corrective invoice and a new invoice when I make a change to my Shopify order?
Anti-fraud regulations state that documents, once approved and issued, cannot be altered. Therefore, when you modify an order in Shopify, the system automatically detects the change and takes care of:
Creating a corrective invoice for the full amount of the original order.
Automatically generating the new updated document.
For example, if we have a €100 order synced to Holded as an approved invoice and our customer returns one item worth €10, Holded will generate an initial corrective invoice for -€100 and a new invoice for €90. This new flow will therefore automatically generate a corrective invoice and a new invoice. The same process will apply to sales receipts. In the case of full refunds, only the full corrective invoice is generated and no additional invoice is created.
Why are my Shopify orders synced as drafts in Holded?
This is because the Auto-approve documents option is disabled in Settings > Integrations > Shopify > Advanced options. If you enable this option, documents will be synced to Holded as automatically approved.
What date is used for the corrective invoice in the case of a partial refund?
In the case of a partial refund of the order, or a product exchange, the following invoices are generated:
The original invoice for the order, dated when it is marked as paid in Shopify.
The corrective invoice, dated at the time the modification or refund is processed in Shopify.
An additional invoice listing the products the customer ultimately keeps, with the same date as the corrective invoice.
Can I import my Shopify order tags into Holded?
To import the tags associated with your Shopify orders to Holded, simply:
Go to Settings > Integrations > Shopify, from the top left Menu.
Under "Sales Sync", click on "Advanced Settings".
Check the "Import Shopify order tags" checkbox.
Can I exclude certain Shopify orders in Holded?
Yes, you can decide which Shopify orders are imported into Holded. To do so:
In Holded, go to Settings > Integrations > Shopify, and click on Settings.
Under "Sales Sync", click "Advanced Settings", and then click on Exclude Orders.
Specify the orders you do not want to import into Holded using the dropdown menus. With these rules, users can exclude orders by tag, channel, country, payment status, currency, and also specify a date from which orders should no longer be imported. Additionally, when we make a conversion change in Holded — for example, from a Sales Receipt to an Invoice — a warning will appear prompting us to create an exclusion rule for orders prior to the document change date.
☝🏼 Use the "+" icon at the bottom to add more lines, and the trash icon to delete them.
Click Save.
This is useful, for example, if you only want to exclude orders from a specific channel such as POS.