> For the complete documentation index, see [llms.txt](https://crushsuite.gitbook.io/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://crushsuite.gitbook.io/docs/compliance/troubleshooting/order-sync-failures.md).

# Order Sync Failures

Order sync failures occur when an order placed in Shopify doesn't successfully transfer to Vinoshipper.

### Symptoms

* Order exists in Shopify but not in Vinoshipper
* "Order sync failed" notification email
* Order shows as "Placed" in CrushSuite but not "Synced"

### Common Causes and Solutions

#### Product doesn't exist in Vinoshipper

The ordered product may have been deleted or archived in Vinoshipper.

1. Check Vinoshipper for the product.
2. Restore or recreate the product.
3. The order should attempt to sync again automatically.

#### Customer verification failed

Vinoshipper couldn't verify the customer's identity (name, DOB, or address).

1. Check the order details in CrushSuite for the specific verification failure.
2. Manually update the customer information in Vinoshipper.
3. Resend the order.

#### Inventory unavailable

The product is out of stock in Vinoshipper.

1. Check inventory levels in Vinoshipper.
2. Replenish stock or contact the customer about a substitution.

#### API connection issue

Temporary network or API issues can delay order sync.

1. Wait 15 minutes — CrushSuite retries failed syncs automatically.
2. If the order still hasn't synced, retry it from CrushSuite:

   1. Open CrushSuite and go to **Orders**.
   2. Click the failed order. The order issue and its reason are shown here.
   3. Click **Retry**.
   4. If the failure was a missing or unverified date of birth, enter the customer's DOB in the retry dialog.
   5. Click to push the order. It will resubmit to Vinoshipper.

   Retrying in CrushSuite is always preferable to recreating the order manually in Vinoshipper — a hand-built Vinoshipper order will not carry the Shopify order's discounts, fees, or linkage back to the Shopify record.

### When to Contact Support

For persistent sync failures, reach out with:

* Shopify order number(s)
* Error details from CrushSuite
* Vinoshipper order status (if partially synced)