This feature is only available for ShopKeep merchants on select pricing packages.

ShopKeep eCommerce Troubleshooting

This guide focuses on problems you may encounter with ShopKeep’s eCommerce Integration. If you have not set up eCommerce integration, visit the ShopKeep eCommerce Integration article to learn how to get started.

Table of Contents

Product / Item Issues

This section covers issues related to the products in your online store.

An item did not sync from BackOffice to my online store.

If an item is present in BackOffice but missing from the ‘Products’ page in ShopKeep eCommerce, the item is probably unsupported for ShopKeep eCommerce.

  1. Make sure the unsynced item is supported in ShopKeep eCommerce.

    Unit priced items, open priced items, and “NO” option modifiers do not sync to ShopKeep eCommerce.

  2. If the item is supported, wait 24 hours and check the 'Products' page again to see if the item has synced.

A product is not showing up for sale on my online store.

Typically items do not appear for sale because they were not enabled during setup. Search for the product, then enable it for sale on your online store.

  1. From the eCommerce Dashboard, click 'Catalog' and select 'Products'.
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  2. Search for the missing product.
  3. If the product appears, toggle the switch under the product name to enable it for sale on the online store.
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  4. If the product does not appear, complete the steps from the issue above.

My online store says a product is out of stock, but I still have some left on hand.

Products are marked out of stock on your online store and become unsellable when their quantity on hand reaches 0 in ShopKeep. Update the quantity on hand of the item in BackOffice to ensure the quantity is correct in ShopKeep eCommerce.

  1. Follow the steps here to add more units of the relevant item in BackOffice.

I need to remove a product for sale from my online store.

Disable a product in ShopKeep eCommerce so it will no longer appear for sale in your online store.

  1. From the eCommerce Dashboard, click 'Catalog' and select 'Products'.
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  2. Search for the product.
  3. Toggle the switch under the product name to disable it for sale from the online store.
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How do I remove a product from the front page of my online store?

If a product is assigned to a category, it can be removed from the front page of the online store. Customers will still be able to search for the item and find it via its category page.

  1. From the eCommerce Dashboard, click 'Catalog' and select 'Categories'.
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  2. Click 'Store Front page'.
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  3. Select 'Category products'.
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  4. Click the trash can icon next to a product to remove it from the front page.

    If the trash can icon is gray, that item is not assigned to any categories other than the front page. To remove it from the front page, assign it to a different category and repeat steps 1 – 4.

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A product in my online store is not appearing in BackOffice.

If an online store product is missing from the BackOffice Item List, you may have created that product only in the ShopKeep eCommerce Dashboard. eCommerce integration is a one-way street: only items created in BackOffice will sync to your online store. Delete the item from ShopKeep eCommerce and recreate it in BackOffice so the item will sync properly to your online store.

  1. In ShopKeep eCommerce, delete the product.
  2. Create the item in BackOffice or at the register.

    For step-by step help, visit our Add a Basic Item or Add an Item with Variants article.

  3. Follow the steps here to customize the new item and enable it for sale in ShopKeep eCommerce.

I accidentally deleted a product in my online store.

A product deleted via the eCommerce Dashboard will automatically resync to ShopKeep eCommerce after editing the corresponding item in BackOffice. Edit the deleted item in BackOffice to sync it back to your ShopKeep eCommerce online webstore.

  1. From the BackOffice Item List, click the item to edit it.
  2. Make a change to the item, then select a save option.

    Editing the item price, name, or other parameter will cause the item to resync to ShopKeep eCommerce after saving. Changes made to the item in this step can be undone in step 4 after the item has resynced.

  3. In ShopKeep eCommerce, verify the item has reappeared on the ‘Products’ page.

    If the item did not reappear, check again in a few minutes.

  4. (Optional) Repeat steps 1 - 2 to edit the item back to its original specifications.

    Complete this step only if you do not want to keep the changes made in step 2. Modifying the item again will affect how it appears in BackOffice and your online webstore.

  5. (Optional) In ShopKeep eCommerce, customize the resynced item and enable it for sale.

Order Issues

This section covers issues related to the ordering process and the eCommerce online ordering feature.

The business information in order emails is incorrect.

Update your business information in the ShopKeep eCommerce Dashboard to fix any mistakes.

  1. Follow the steps here to update your business information in ShopKeep eCommerce.

My business name is incorrect on customer credit card statements.

Update the DBA for your business in BackOffice to ensure the business name is displayed correctly on customer credit card statements for all types of online and mobile payments.

  1. Follow the steps here to update your business DBA used for online and mobile payments.

I am not receiving credit cards payments from online orders.

  1. Contact your payments provider for assistance.

How do I refund or cancel an order paid for online?

If an order was paid for online, return it in the ShopKeep Register app and refund the order via your payments provider if necessary, then mark the order as refunded or canceled in the ShopKeep eCommerce Dashboard and adjust item quantities in BackOffice as needed.

  1. If the order synced to the register via the eCommerce online ordering feature or it appears on the BackOffice Transactions Report, process a return at the register.

    Skip to step 2 if the order did not sync to the register or it does not appear on the Transactions Report.

    a If the order is open on the register, follow the steps here to close it out.
    b Decide whether to refund the customer in cash or to their credit card.
    For credit, you will need to email ShopKeep Payments to request a refund if you are a ShopKeep Payments customer, or you will need access to the account for your payments provider to manually refund the customer.
    c Perform a return at the register and tender it to ‘Cash’ (for a cash refund) or ‘Other’ (for a credit refund).
  2. If necessary, refund payment to the customer’s credit card.
    • If using ShopKeep Payments to process online payments, send an email to paymentssupport@shopkeep.com to request a refund.
    • If using a third-party payments provider, log into the account for your payments provider and manually issue a refund to the customer.
  3. From the eCommerce Dashboard, click 'My Sales' and select 'Orders'.
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  4. Select the order number to view details.
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  5. Change the 'Payment Status' to 'Refunded' or 'Cancelled' and adjust the 'Fulfillment Status' as needed.

    Refunding or canceling an entire order will automatically add products back to the quantity on hand in ShopKeep eCommerce but will not affect the quantity on hand in BackOffice.

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  6. In BackOffice, update the quantity of each order item to reflect the correct amount currently on hand.

How do I refund or cancel an order not paid online?

If an order was not paid for online, void or return it in the ShopKeep Register app if it synced to the register, then mark the order as refunded or canceled in the ShopKeep eCommerce Dashboard and adjust item quantities in BackOffice as needed.

  1. If the order synced to the register via the eCommerce online ordering feature or it appears on the BackOffice Transactions Report, either void the order or process a return.

    Skip to step 2 if the order did not sync to the register or it does not appear on the Transactions Report.

    a If the order is open on the register, follow the steps here to void the order.
    b If the order is not open on the register, follow the steps here to perform a return.
  2. From the eCommerce Dashboard, click 'My Sales' and select 'Orders'.
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  3. Select the order number to view details.
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  4. Change the 'Payment Status' to 'Refunded' or 'Cancelled' and adjust the 'Fulfillment Status' as needed.

    Refunding or canceling an entire order will automatically add products back to the quantity on hand in ShopKeep eCommerce but will not affect the quantity on hand in BackOffice.

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  5. In BackOffice, update the quantity of each order item to reflect the correct amount currently on hand.

Tickets are not printing to my receipt and/or kitchen printer when a customer places an order.

This problem can occur if there is an error with the printer, items are not properly assigned to a kitchen ticket printer, or online order printing is disabled.

  1. Make sure you are signed into the ShopKeep Register app.
  2. Check for an error in the ShopKeep Register app and on the printer itself.

    If an error appears in ShopKeep or the error light on the printer is lit, find the troubleshooting guide for your specific printer here and follow the steps for the relevant issue.

  3. If tickets are not printing to a kitchen ticket printer, follow the steps here to make sure the relevant items are assigned to the printer.
  4. Enable online order printing on 1 register.
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Orders are not syncing to the register.

Orders do not sync to the register if Saved Sales Sync is not enabled, there is a Saved Sales Sync error, or the orders contain an unsupported item. Follow the steps below to resolve this issue.

  1. Make sure Saved Sales Sync and eCommerce Online Ordering are enabled and Serverless Sync is disabled.
  2. Open the Saved Sales screen on each register and see if the orders appear.

    If a syncing error occurs on this screen, visit our Saved Sales Screen Troubleshooting guide for help resolving the issue.

  3. Visit the ShopKeep eCommerce Dashboard and check to see if the orders contain an eGift card, were charged multiple tax rates, or were paid for with an eGift card.

    These types of orders will not sync to the register and must be processed via the Dashboard.

Miscellaneous Issues

This section covers miscellaneous issues unrelated to the sections above.

I need to shut down or disable my online store temporarily.

  1. From the eCommerce Dashboard, click 'Settings' and select 'General'.
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  2. Click ‘Close Storefront for Maintenance’
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I need to reopen my online store after closing it temporarily for maintenance.

  1. From the eCommerce Dashboard, click 'Settings' and select 'General'.
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  2. Click ‘Open Storefront’.
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Orders are missing from my BackOffice and ShopKeep Pocket reporting.

Some types of ShopKeep eCommerce orders are not supported in BackOffice and ShopKeep Pocket reporting. Unsupported orders that do not appear in reporting include orders with tax charged on shipping costs, multiple tax rates, eGift card purchases or redemptions, and orders created with an initial Fulfillment Status other than ‘Awaiting Processing’. Learn more about how eCommerce orders appear in reporting here.

To view all orders placed through your online store, visit the eCommerce Dashboard, click ‘My Sales’, and select ‘Orders’.

I don’t see the option to upgrade my eCommerce plan.

The ‘Upgrade eCommerce Plan’ button, which allows you to upgrade or downgrade your eCommerce subscription package, is only available after the eCommerce integration is enabled and is only visible to the Business Owner and employees with the proper permissions.

  1. From the BackOffice eCommerce page, check whether the blue button says ‘Enable ShopKeep eCommerce’, ‘Add ShopKeep eCommerce, or ‘Go to Dashboard’.

  2. If the button says ‘Enable ShopKeep eCommerce’ or ‘Add ShopKeep eCommerce’, follow the steps here to enable eCommerce integration.
  3. If the button says ‘Go to Dashboard’, log out of BackOffice and log back in as the Business Owner or an employee with ‘Manage Account’ and ‘Manage eCommerce Integration’ permissions.

“Upgrade Error”

This error appears if a problem occurs while attempting to select a ShopKeep eCommerce package, usually due to an internet connection issue.

  1. Troubleshoot your internet connection.
  2. Refresh the browser tab showing the eCommerce Dashboard.
  3. Select a ShopKeep eCommerce package.