Store connection errors and failed order imports

What it means#

When you connect a store (Zid, Salla, WooCommerce or Shopify), its orders become parcels automatically, through the same path as the New parcel page. Two things can break: the connection cannot reach the store (authorization expired or keys rejected), or an order arrived but no parcel could be created, so it becomes "Failed" with a reason and the merchant gets a push notification titled «طلب ما انعمل طرد».

Who can access it#

Platform merchants only, from the Store integrations page; a merchant of a delivery company cannot use it. When merchant plans are active, linking a WooCommerce, Shopify or Salla store needs a plan that includes store linking, and the plan may cap the number of stores.

Likely causes#

Connection authorization (Zid and Salla). A bar labelled «صلاحية الربط:‏» appears in each platform's section (Zid and Salla):

• Zid: «تطبيقنا انشال من متجر زد — اربطه من جديد.‏» (our app was removed), «صلاحية الربط مع زد انتهت — اكبس "إعادة الربط بزد".‏» (expired), or an authorization about to expire with no renewal token. The fix is "Reconnect with Zid".
• Salla: «سلة رفضت تجديد الصلاحية — افتح تطبيقنا من لوحة سلة (التطبيقات المثبتة) ووافق على الصلاحيات من جديد.‏» (Salla refused the renewal: open our app in the Salla panel, under installed apps, and approve the permissions again). If it simply expired, try «جدّد الآن» (Renew now) first.
• «آخر محاولة تجديد فشلت: ...‏» (the last renewal attempt failed) plus the reason, such as «سلة رفضت التجديد (HTTP 500)». A Salla rejection with HTTP 400 or 401 shows the "Salla refused" message instead.
• Renewal runs hourly: Zid authorization lasts a year (renewed 60 days before it ends), Salla's about 14 days (renewed when under 3 remain).
• WooCommerce and Shopify show no bar. Test connection returns a message such as "Keys rejected by the store (401)...", and the store's last error appears on its card with ⚠.

Order import failure. The reason shows in the "Note / reason" column of the store's Orders page, and in the latest Zid orders list («آخر طلبات زد») for Zid:

• «إعداد المتجر ناقص: ...‏» (store setup incomplete): the shipping company or pickup location is not chosen, or no longer available to your account.
• Any parcel-rejection reason (coverage, weight, currency, plan). If the company does not accept the order's currency and it has no exchange rate, the platform admin must set it in «العملات وسعر الصرف» (Currencies and exchange rate).
• Zid orders: the shipping method is not Delivery Syria («طريقة الشحن مو Delivery Syria: ...‏»; by default only orders where the customer chose our shipping are accepted), or cancelled or unpaid in Zid. No notification is sent when an order is rejected because of the shipping method. An online-paid Zid order that is not paid yet is not a failure: it waits with the note «بانتظار اكتمال الدفع الأونلاين» (waiting for online payment to complete) and becomes a parcel once Zid reports the payment, with no retry needed.
• A short balance is not a failure: the parcel is created "awaiting balance" with the note "Insufficient wallet balance — the parcel is awaiting a top up ..." (Zid: «رصيد المحفظة غير كافٍ، الطرد بانتظار الشحن», same meaning). It completes automatically once you top up your Shipping balance, and is cancelled after 24 hours if the balance does not arrive.
• "The order was cancelled in the store after the parcel was created ...": the parcel is not cancelled automatically; cancel or delete it yourself.

Automatic retries and the notification

• WooCommerce, Shopify and Salla orders still "Processing", or stuck in "Creating" over 10 minutes, are picked up every 5 minutes while under 5 attempts (WooCommerce and Shopify: also under 7 days old).
• Zid orders waiting to be processed (new, or waiting for the online payment to complete) are picked up every minute.
• A "Failed" order is never retried automatically, except "store setup incomplete" failures, which are retried when you save the store settings.
• Notification: «طلب {tracking} من متجرك ما انعمل طرد: {reason}», with {tracking} the store's order number and {reason} the failure reason cut at 200 characters. It is sent at the first failure, not on automatic re-processing (for Zid, an order that fails again after a manual retry can notify again), to your registered devices (nothing arrives if you have none).

How to diagnose#

• Open Store integrations. A connected-store card (WooCommerce, Shopify or Salla) shows "Parcels: ... · Awaiting payment: ... Failed: ..." and the last error; the authorization bar is not on that card but in the Salla and Zid sections of the page. In the Salla section, «آخر طلبات سلة الواصلة» lists the latest Salla order events with their results.
• Press Orders to see each order's status and reason. Zid has no store card: use the Zid section (Reconnect with Zid, the settings, and the latest Zid orders with their reasons).

Resolution steps#

1. Renew the connection

   Press «جدّد الآن» (Renew now; the label is Arabic in every interface language; for Zid, only while the authorization is valid). If that fails, or the Zid app was removed or expired, use Reconnect with Zid, or open the Delivery Syria app in the Salla panel and approve again. For WooCommerce and Shopify, read the Test connection message. The store card has no field for keys: to replace them, connect the same store URL again with the new keys in the Connect WooCommerce or Connect Shopify form (the connection is updated, tested and its webhooks registered automatically). Re-register Webhooks only retries registration with the saved keys.

2. Set the shipping company and pickup location

   Choose them on the store card (or in the Zid settings) and save. Orders that stopped because they were missing are retried automatically.

3. Correct the address and retry

   In Orders, type the correct address or choose the governorate on the failed row and press Retry. For Zid use the latest Zid orders list: «أعد المحاولة» for one order, «أعد محاولة كل الطلبات الفاشلة» for all.

4. Activate the connection if it is suspended

   If the connection shows Suspended, press Activate on its card. A suspended connection, or one with automatic creation off, leaves orders unprocessed.

123

1. See this store's orders
2. Delivery company for the store's orders
3. Default pickup place

When to contact support#

• A renewal failure from a server setting, such as «ZID_CLIENT_ID أو ZID_CLIENT_SECRET فاضي بملف .env» (ZID_CLIENT_ID or ZID_CLIENT_SECRET is empty in the .env file), cannot be fixed from your account. If «آخر محاولة تجديد فشلت:‏» is followed by «الـ refresh token ما بينقرا (ممكن APP_KEY تغيّر) — أعد الربط بزد.‏» (the saved refresh token cannot be read; APP_KEY may have changed), press Reconnect with Zid, which saves the tokens again.
• Test connection succeeds yet the store's orders never reach the platform: contact support.
• Send the store platform name (Zid, Salla, WooCommerce or Shopify), store URL, order number, reason text and time of the attempt.