Why aren't my orders being imported?
Check your order status settings in Holded and see if the numbers assigned match the order status in PrestaShop.
To configure the statuses, go to Settings > Integrations > Prestashop > Settings, and, under Sales Synchronisation choose Advanced Synchronisation > Configure order statuses. Here you will need to add the status IDs you want to include in the synchronization and also specify whether you want the invoices to be shown as pending or paid.
Why are orders not imported into Holded as an invoice or sales ticket even though I have configured this option in Sales Synchronisation?
You may have noticed that some orders are not imported into Holded as an invoice or sales ticket. Here are some possible reasons:
Case 1: it is likely that you have not configured the statuses correctly in Holded. In Prestashop, there are different statuses for managing orders. In order for orders to sync correctly, you need to make sure that you include the right statuses in the integration settings in Holded:
To do this, go to Settings > Integrations > Prestashop > Settings, and, under Sales Synchronisation choose Advanced Synchronisation > Configure Order Statuses. Here you will need to add the IDs of the statuses you want to include in the synchronization and also specify whether you want the invoices to be shown as pending or paid.
Case 2: Check the payment information of the orders in Prestashop. Invoices will not be generated in Holded until they have a status of "Payment accepted".
Case 3: Make sure you do not have orders in Prestashop with the same number (it is possible that order numbering is repeated in previous years).
Can I import orders from previous years into Holded after integration?
To import orders generated before the integration date you will have to force the synchronization from the Holded section in Prestashop. Go to Settings and select the desired period to synchronize past orders.
You can import orders from up to two years in the past. For example, in 2022 you will be able to import orders from 2022, 2021 and 2020.
If you want to have previous orders in Holded, you will need to import them using an Excel template.
How can I import orders again after I have deleted them in Holded?
You have two ways to re-import deleted orders:
With an Excel import: Access the import section from Menu > Import > Inventory > Sales orders.
Force the synchronisation of orders from Prestashop: go to Modules > Module Manager > Holded, in Prestashop. Then indicate the period for which you want to force the synchronisation of orders.
Why don't my imported orders discount stock in Holded?
Always check the SKU of your products: to modify your stock level, the SKU in Holded and PrestaShop must match.
A quick way to find out if the SKU of a product is related is to create a document in Holded and check if a Box icon appears next to the item.
Why don't invoices coming from Prestashop have the same numbering in Holded?
The reason why invoices from Prestashop do not have the same numbering in Holded is due to the advanced shop settings in Holded:
With the option use invoice number deactivatedthe invoices will be numbered according to Holded's own numbering.
With the option use invoice number activatedthe invoices will have Prestashop's own numbering. For example, if an order in Prestashop has an invoice with the number #FA000054, in Holded it will be imported as invoice 54.
When I make changes to a product or order in Holded, why are they not saved and the original Prestashop information reappears?
This happens because Holded is synchronized with Prestashop, which means that they share information between them. Even if you make changes in Holded, the information is overwritten and the changes you made are deleted.
For example, if you modify a product in Holded, the information that Prestashop "sends" will replace your changes. The same happens if you edit an order in Holded, the original information from Prestashop will be restored, undoing your edits.
To prevent this from happening:
In products: disable product synchronization to avoid deleting your changes.
In orders: convert the document coming from the synchronization to another type (e.g. from sales order to invoice) and make the relevant edits to the new document. In this way, the changes will not be affected by the synchronization with Prestashop.
Why are discounts on PrestaShop orders broken down into several lines when synchronized in Holded?
When you apply a discount to several products in an order, Holded synchronizes it in a broken down way. For example, if you apply a 5% discount to 30 different products, 30 discount lines will be added to the invoice in Holded, instead of a single discount line with the total.
Why are returns not synchronized?
Currently, we do not automatically synchronize returns in Holded.
If you have returns, please create an amendment manually to keep your records up to date.
Do Prestashop payment methods sync with Holded Payment Methods?
No, Prestashop payment methods do not relate directly to Holded Payment Methods, but to the banks you have set up in Holded.
This means that the payment methods you use in your online shop will be reflected in the Invoices or Sales Tickets that enter Holded with an assigned payment.