Store sync problems: orders not becoming parcels or status not reaching the store

What it means#

A connected store has two flows that can fail separately:

• Import: a store order should become a parcel. When it does not, the order stays in a status other than «Parcel created» (for Zid, an error under «آخر طلبات زد», Zid's latest orders).
• Push-back: when the parcel status changes, the platform updates the store. When this fails the parcel is fine, but the store shows an old status.

Who can use it#

Platform merchants, on the Store integrations page («ربط المتاجر»). When merchant plans are enabled, linking a WooCommerce, Shopify or Salla store needs the plan feature «Store integrations (Salla, WooCommerce, Shopify)» and respects the plan's limit of connected stores; a merchant with no active subscription cannot add a store. (Linking Zid is not subject to this check.) A merchant created by a delivery company is redirected to the dashboard with a message that the feature is for platform merchants.

Likely causes#

Import

• Setup is incomplete. Every store needs a delivery company and a pickup location. Without them the order fails with «إعداد المتجر ناقص: …» and the store card shows a yellow warning.
• Connection suspended or auto-create off (not available for Zid). The badge says «Suspended», or «Automatically create a parcel for each order» is unticked: new orders wait until you press Retry. A suspended Salla connection is the exception: it saves no orders, and its reason «ربط المتجر موقوف» appears only under «آخر طلبات سلة الواصلة» (latest Salla orders). Press «Activate» on the store card, then press «Fetch latest orders».
• The order is not ready. «Awaiting payment in the store», «Cancelled in store», or «Ignored (completed/already shipped in the store)»: a completed WooCommerce order, or a Shopify order already fulfilled or partly fulfilled. Salla creates a parcel only for «بإنتظار المراجعة» or «قيد التنفيذ».
• The customer did not choose Delivery Syria shipping. By default Zid and Salla create parcels only when the customer chose Delivery Syria at checkout (the platform operator can relax this with the settings ZID_ONLY_OUR_SHIPPING and SALLA_ONLY_OUR_SHIPPING). Otherwise Zid shows «طريقة الشحن مو Delivery Syria: …» and Salla records a similar reason.
• Parcel validation failed. The reason is in the «Note / reason» column. If the wallet balance is too low the parcel is created but waits for a top-up and completes by itself; the reason starts with «Insufficient wallet balance» («رصيد المحفظة غير كافٍ» in Arabic), and the rest of the sentence differs by platform. Zid always stores this reason in Arabic.
• Webhooks do not arrive (WooCommerce, Shopify). A request with a wrong signature is rejected with HTTP 401.

Push-back

• «Send shipment status back to the store» is unticked (not Zid).
• The access token expired or was revoked (Zid, Salla). The alert «صلاحية الربط:» turns yellow or red.
• The store refuses the status. Zid answers «زد رفضت الحالة …». Salla cannot move a shipment out of a final status (the reason reads «The Salla shipment is already “…” and cannot go back — manual review needed.», «الشحنة بسلة صارت … لازم مراجعة يدوية» in Arabic).
• The status is not sent. Zid receives only «ready» (received at the warehouse, or moved to or received at a hub), «indelivery» (courier assigned or rescheduled) and «delivered» (including partial). Returns send nothing.

How to diagnose#

• Each WooCommerce, Shopify and Salla store card on the Store integrations page shows the counters «Parcels:», «Awaiting payment:» and «Failed:» and, in red, the last connection error.
• Press Orders on the card (not present on the Zid card): each order has a status badge and a reason column. A created parcel whose store update failed shows «Parcel created, but the store could not be updated: …» («تم الطرد، بس تعذّر تحديث المتجر: …») or «Could not update the shipment status in the store: …» («تعذّر تحديث حالة الشحنة بالمتجر: …»).
• The Zid card lists the latest orders and the Salla card the latest order events, with reasons.
• A first failure notifies the merchant («طلب ما انعمل طرد», order did not become a parcel) if enabled and a device is registered; a Zid order skipped over its shipping method is not notified.

Resolution steps#

1. Read the reason

   Open Orders for the store and read the «Note / reason» column. For Zid, read it on the Zid card under «آخر طلبات زد».

2. Complete the setup

   On the store card choose the delivery company and the pickup location and press Save (on the Zid card press «حفظ إعدادات زد», save Zid settings). Each save re-creates up to 30 orders that stopped because of missing setup (for Zid all of them are re-created, with no limit); retry the rest.

3. Retry the order or resend a status

   Correct the address or governorate in the order row and press Retry. For Zid use «أعد المحاولة» (retry), or «أعد محاولة كل الطلبات الفاشلة» (retry all failed orders). To resend a status to Zid, press «أرسل الحالة لزد الآن» (send the status to Zid now) and read Zid's reply.

4. Check the connection

   On the WooCommerce, Shopify and Salla cards use «Test connection» and, for WooCommerce and Shopify, «Re-register Webhooks». «Fetch latest orders» pulls the last 20 orders from the store. The Zid card has none of these buttons and no Orders button: use «حفظ إعدادات زد» and the retry, resend and renew buttons described in the other steps.

5. Renew access

   Press «جدّد الآن» (renew now). If the alert is red, press «Reconnect with Zid» («إعادة الربط بزد») or reopen the Delivery Syria app in Salla and approve again.

123

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

What the scheduled jobs handle by themselves#

The scheduled jobs never retry a failed order: retry it as above. They run only while the server scheduler is running:

• Zid events become parcels every minute; Zid statuses are checked every 5 minutes.
• WooCommerce and Shopify pending orders are processed every 5 minutes, but only those created in the last 7 days; Salla pending orders are processed every 5 minutes without that age limit. Each order gets at most 5 attempts and each run takes at most 100 orders, so an older or exhausted pending order stays as it is until you press Retry.
• Salla shipment statuses are resent to the store every 15 minutes.
• Access tokens are checked hourly and renewed when due.

WooCommerce and Shopify have no scheduled status retry: the next status change triggers a new attempt.

When to contact support#

Open a ticket (Support, «الدعم») if «Test connection» succeeds but no orders arrive, the access alert stays red after reconnecting, or the same reason keeps coming back. Send the store name, order number and exact reason text.

Limits and notes#

• Parts of the Zid and Salla cards (the latest-orders lists, retry, resend and renew buttons, the «صلاحية الربط:» label) and some messages are Arabic-only; other labels are translated. A stored failure reason keeps the language that was active when it was recorded, so the same reason can appear in English or in Arabic.
• An order cancelled in the store after its parcel exists does not cancel the parcel: the order shows a warning (for Zid, on the Zid card) and you must cancel the parcel yourself.