Errors in the webshop connection

You haven't completed step 4. The orders are counted, but nobody is invited. Choose Settings next to the webshop, and choose Go live.

We haven't received an order from the shop yet.

• Check that the webhook has been created and is active in the shop.
• Check that the address in the webhook is exactly the same as the Webhook address in TrustSays.
• Shopify: Check that you've created both "Order payment" and "Order fulfillment", and that the format is JSON.
• WooCommerce: Check that the topic is "Order updated" and that the status is Active.
• Make a test order and mark it as fulfilled or completed.

The orders are arriving, but we can't confirm they're from you. Copy the signing key from Shopify → Settings → Notifications → Webhooks, open Settings next to Shopify in TrustSays, and choose Save the key.

The secret in the shop doesn't match the one we have.

• WooCommerce: Choose Create a new secret in TrustSays, and paste the new one into the webhook in WooCommerce.
• Shopify: Copy the signing key from Shopify again, and paste it under Shopify's signing key. Check that no spaces have been included.

If you see "The connection failed" when you approved access, check the shop's address and choose Fix the address.

• Are you on Free? Automatic invitations require Start.
• Did the orders come in before Go live? They aren't invited afterwards.
• Does one of your rules match the orders?
• Has the order reached your trigger? With "When the order is shipped", the order must be fulfilled or completed. With "When the order is delivered" (Shopify), the webhook for "fulfillment_events/create" must have been created, and the carrier must report the parcel as delivered.
• Has the month's quota been used up?

Choose Settings next to the webshop, and choose Disconnect. Delete the webhook in the shop, and connect again. If nothing helps, contact us with your domain and the name of the webshop.