Q: We have integrated Shopify with DEAR. We also use Shopify POS, not DEAR POS. During sync, our online store sales are successfully loaded into DEAR, but our Shopify POS sales are not. Why?
A: This is a common issue when loading orders from Shopify, caused when orders are set to auto-archive in Shopify, making them inaccessible via API. To resolve this issue, disable auto-archiving in Shopify settings, then unarchive previously archived orders before loading them again into DEAR.
Q: How long does syncing with Shopify normally take? We're asking as it takes us overnight to complete sync or push updates to Shopify.
A: Syncing should be automatic and much faster when it is done in the background in case of stock availability changes. Manual execution of full catalogue update done through Bulk listing or Update is slower. Thus, we recommend automating the process by enabling the Update stock levels setting on the Shopify integration page.
Q: Is automated syncing in case there are other updates made to the product aside from stock availability, for example, updates to product descriptions, in your roadmap?
A: No, this feature is not currently in our roadmap. However, you can check if there is already a feature request for this functionality on our Feature Request Forum. If not, you may create the request yourself. Note that requests are reviewed based on popularity (other customers/users can vote on your request) and importance for inclusion in future development releases.
Q: We need to complete a stocktake, and to do so we need to hold off on any orders so stock levels are unaffected. The key issue is our online store via Shopify. Is there a way to temporarily disable the integration between DEAR & Shopify so the stock levels are unaffected, but settings, logs, etc. will remain intact?
A: Once you create a stocktake task in the required location in DEAR and start it, Shopify sales will still load into DEAR, but they won't be processed and will stay as pending, unaffecting stock on hand, until the stocktake has been completed.
Q: If a customer places an order through Shopify and then decides to cancel the entire or part of the order prior to fulfilment, what is the process for refunding the order in DEAR?
A: Normally, both full and partial refunds should be processed in Shopify. For a full refund, if it was processed prior to the processing of the sale task in DEAR, it will no longer be processed as a sales order in DEAR. If the order was already in DEAR when the refund was processed, you need to process the refund still in Shopify and void the order in DEAR.
For partial refunds, you need to process the refund in Shopify, then, on the DEAR side, void the order, delete logs from the Shopify Integration > Log tab, delete sync entries, then reload orders to capture the new order from Shopify.
In case your Shopify store sends accounting data to Xero, the sales orders should be fulfilled in DEAR for credit notes to be processed. Hence, you need to manually authorise orders in DEAR to capture the credit notes from Shopify, then DEAR will push the transactions to Xero.
Q: We have set our Shopify integration in DEAR to 'capture orders when they are created'. Is this the recommended setting for Shopify?
A: This depends on your process. When this option is selected, sales, once created in Shopify, will be automatically captured under the Pending Orders section in DEAR. The other options, i.e when orders are fulfilled or when they are paid in Shopify, do exactly the same thing, except at different stages of the order process. For more information, see Shopify integration settings.
Q: I have three (3) Shopify stores I want to integrate with DEAR. Is this possible? Is there a limit to the number of Shopify stores I can connect with DEAR?
A: Only two (2) external integrations are allowed under DEAR's standard subscription plan. Assuming that you have not used up these integrations by connecting DEAR with other platforms, e.g. Amazon and eBay, you can connect two of your Shopify stores with DEAR, and pay extra for the third store through the My Subscriptions page.
Q: My Shopify store is not pulling product descriptions from DEAR. When I checked, it seems that DEAR is not pulling product descriptions from Amazon as well, which is probably what's causing the issue. How do we resolve this problem?
A: To resolve this issue, go to the Amazon integration page on DEAR, then set the Use Amazon as master source for DEAR products option to Yes. This will pull product descriptions from Amazon to DEAR and consequently update your Shopify product descriptions as well.
Q: I'm eager to subscribe to DEAR. Unfortunately, I'm unable to subscribe. When I go to My Subscription > Subscribe > Sign up, I encounter an unexpected error saying that DEAR Support has been informed about the issue and to try subscribing again after a few minutes. However, I've tried several times to subscribe again but I still encounter the error. What's causing this issue?
A: Upon checking your account, it seems that your DEAR account was added via Shopify, but the connection between DEAR and Shopify is not active. If you do not require a Shopify connection, you may disconnect your Shopify store from DEAR, then try to subscribe with us again. If you will be using Shopify with DEAR, click the Update Shopify Connection button on the DEAR Shopify Integration page to re-establish the link between the two systems and then try to subscribe again.
Q: We have an existing Amazon store integrated with DEAR. We've recently opened a Shopify store as well. When we try bulk listing products sold in our Amazon store via DEAR, the quality of the images uploaded to Shopify was not as good as the images in our Amazon store. Can this be because DEAR lowered the quality of the images when it downloaded our products from Amazon?
A: The Amazon API doesn't allow extraction of the original images, only thumbnail-sized images. Amazon imposes this limitation to protect your content. Unfortunately, there is no way around this except to manually upload the same images used in your Amazon store to Shopify.
Q: We are running into an issue when syncing between DEAR and Shopify. Specifically, the stock level in DEAR is different from that shown on Shopify. Moreover, DEAR also mysteriously adjusted the stock level in Shopify. Why?
A: The product in question may have auto-assembly turned on in DEAR. When auto-assembly is enabled, the Finished product's on hand + components on hand = total available stocks for a product.
Q: Even though we have a DEAR location mapped to our Shopify location, orders in DEAR still have an Amazon FBA location in the sales order header when they are imported from Shopify. Do you know why this is happening? How do we resolve this?
A: DEAR uses the 'Link Shopify Locations to DEAR Locations' setting found under the Setup tab on the Shopify Integration page for stock level update and fulfilment export to Shopify, NOT to identify locations that should be assigned to online sales from Shopify. Instead, DEAR uses the 'Location for Online Sales' setting under the Setup tab for the sales order header when importing sales from Shopify. Since this is not set up in your case, DEAR will use the default location from Settings > General Settings > Reference Books for sales orders coming in from Shopify. Setting the Location for Online Sales in DEAR to your preferred Shopify location should resolve your problem.
Q: Shopify has just introduced a multi-currency feature, giving sellers the capability to sell in multiple currencies. When are you targeting implementation of the same feature in DEAR?
A: DEAR can already handle multi-currency setups. Thus, if you're already selling or if you're planning to sell in multiple currencies, DEAR is perfect for your needs.
Q: Our current setup is set to Update Stock Levels in Shopify. However, I've noticed a couple of adjustments being put through to Shopify from DEAR that shouldn't have happened. The adjustments net off to nil, but the last adjustment put the stock into negative by 2 units, so we basically oversold by two units. Why did this happen?
A: DEAR sends the Available Quantity to Shopify, not the Quantity on Hand, so this behaviour is normal. At times, there might be a delay in the updates, so you might see an incorrect quantity somewhere, but the balance will even out as soon as the updates are reflected back in Shopify.
Q: We have a sales order that still shows the status as 'Picking' even though the location has enough inventory. In addition, since this is a store pickup order, it should have been marked as Complete. Why is this so?
A: It might be possible that, at the time the order was processed, the quantity was not enough to fulfil the order. To know for sure, on the Product page, click the Movements tab, then select Show availability changes. You should see the sales order there. To mark the order as Complete, you will have to manually authorise the fulfilment.
Q: We are trying to import our Shopify sales from January 1 onwards into DEAR, but we can't see the sales anywhere. What's happening?
A: This may be due to any of the following reasons:
- If you select orders to be captured when paid, DEAR will only capture paid orders. You can set the capture of orders to happen when orders are created or fulfilled.
- Your Shopify orders are automatically archived upon payment. DEAR cannot process archived orders. If you're trying to load archived orders, un-archive them first, then try loading them again.
- You haven't completed setting up your Shopify store's integration with DEAR. For Shopify sales to be processed, Shopify tax rates and locations should be mapped to DEAR tax rules and locations. You also need to select the payment account from the DEAR Chart of Accounts that will be used for your Shopify payment processor.
Q: I'm attempting to bulk list my products on my Shopify store from DEAR. However, I can't seem to connect to Shopify. Is the Shopify API down?
A: There might be a problem with your connection to your Shopify store. Go to the Bulk Listing tab on the DEAR Shopify Integration page and check if there is an Update Shopify Connection at the top of the page. If there is such a button, click on it and wait for DEAR and Shopify to be reconnected. Once the connection is working, that button should disappear.
Q: We are looking for DEAR Inventory with Shopify. We would like to offer customers a loyalty program. How does the integration of loyalty work if DEAR Inventory does not offer customer loyalty?
A: You can employ the customer loyalty function in Shopify even if DEAR doesn't have anything similar to this (and is not really meant to). DEAR loads orders from Shopify and keeps them in the way they were created in Shopify. DEAR doesn't change prices, so if you give customers a loyalty discount, it will be preserved in some form in DEAR to provide the same financial outcome as your eCommerce platform.
Q: Which POS systems do you integrate with? I currently have a complicated setup of several desktop applications. Would really like to consult with someone to see what can be accomplished here.
A: DEAR can be integrated with Shopify POS, Vend, Stripe and Square, among others. We also offer our own DEAR POS. We offer implementation, training and template customisation services at cost to our clients.
Q: I am considering using DEAR for inventory control. Can you please give me links to information about how DEAR interfaces with eCommerce and Point-of-Sale systems?
A: For a complete list of eCommerce, Point-of-Sales, and other systems that DEAR can integrate with, check out the Integrations page on the DEAR Inventory website.
To get an idea of how DEAR integrates with various platforms, check out the videos on our YouTube channel: https://www.youtube.com/user/DearSystems/videos.
You can also check out the DEAR Knowledgebase's comprehensive Integrations section here.
Q: When importing a bulk list of Products with Product Families, we noticed that the importer does not have Family Name or Option Label fields. It does have the ProductFamilySKU, and we use that field to be consistent with the Shopify product handle, e.g. Botanic Blouse = botanic-blouse. After importing the products into DEAR Inventory, the Product Family Name is automatically set to the Product Family SKU, and there is no way to bulk update this ready for publishing to Shopify.
A: It is true that DEAR currently doesn't support bulk updating product families. The current solution with auto-creation of product families was introduced to allow loading product families together with products. However, it was never intended for bulk product family setup. To provide functionality, you'll need a special function to manage product families in bulk.
Q: I get an error message saying 'Failed to create or update the product in Shopify: You may have reached the API calls limit. Please try again in a minute.' What does this mean?
A: It looks like there is a problem with some of your products in Shopify – they have default variations with SKUs that are different from the ones in DEAR. In this case, DEAR finds relevant products by name but doesn't find variations by SKU (they are different in Shopify and DEAR). Instead, DEAR tries to create a default variation with a new SKU. The process is failing because Shopify only allows a single default variation for a product, unlike a product family with multiple variations.
Q: I didn't find it easy to import products from my Shopify store. The output CSV file was not readable by DEAR, and some of the fields were not imported. Therefore, I could not test the app properly, despite my need for a dedicated inventory application that will give me a clearer understanding of the available products in my warehouse and showroom.
A: Have you tried loading the products directly from your Shopify store? You can do this by navigating to the Integration > Shopify > Catalogue tab and clicking on Load Products. We generally take the product info from Shopify and ask you to upload product quantities and costs via the Stock on Hand template that you can find in Inventory > View All > Import. In addition, ensure that you did not turn on Stock Quantity updates on the Shopify setup page before you uploaded current stock quantities into DEAR Inventory.
Q: I am wondering if you could let me know as to why the inventory levels are incorrect in Shopify. We have already ticked the ‘Update stock levels in Shopify’ option.
A: Go to the Integration > Shopify page, switch to Catalogue, and set the Update Stock Levels in Shopify option to Yes.
Q: We are currently running Vend, Shopify and Xero, and having big issues with making our systems easy and seamless. We have only been up and running since September and not terribly impressed with the 'integration' between all of the systems, wondering if DEAR can manage the inventory and then Vend and Shopify can just send the sales information to DEAR. Can I speak with you about the options that would allow your system to be the link between each of these or to replace anything we need to replace?
A: We can assist you in integrating DEAR with Vend, Shopify and Xero. Generally, we set up DEAR as the master of inventory management in this configuration, with Shopify and/or Vend connecting directly to DEAR. This means that your sales will be processed and fulfilled in DEAR and subsequently transferred to Xero in the form of customer invoices and journal entries for COGS, among other financial information.
Q: I cannot find any support notes for the integration of gift cards in Shopify with DEAR Inventory or how these may be set up on the integration page for Shopify. Can you please advise details of the setup and the management of the process, if available?
A: You can create a separate bank account in Xero like Undeposited or Uncategorised Funds or just Gift Cards. Then map the Gift card payment option with Undeposited Funds on the Shopify Integration page in DEAR. When the transactions are pushed to Xero, you can write off the balance to the most appropriate account. Note that you need to change the Xero integration settings from 'Pull from Xero' to 'Push to Xero' for this to work. Otherwise, you will end up with double payments in DEAR: one pulled from Shopify and the second one from Xero.
Q: Is it possible for DEAR to generate SKUs for all my products synced from Shopify? If I change a product SKU or price in DEAR, will it be updated in Shopify? And vice versa? If I change a price in Shopify, will it be updated in DEAR?
A: Unfortunately, the SKUs will need to be in Shopify for the products you plan to import to DEAR – products without SKUs will not be accepted in DEAR since SKUs are mandatory in DEAR. The product info can be updated in either system; whether this update is reflected in the other system is controlled by the Load Products and Publish Product options, which you can find under Integration > Shopify > Catalogue. Thus, the product info will not auto-synchronise but can be triggered, if required, for individual products or bulk listings.
Q: I want to know why our integration with Shopify is no longer there. We've set all of our preferences and they somehow all got deleted.
A: Generally, the store can only be disconnected by clicking the Disconnect from the Shopify store button at the bottom of the setup screen. You can check and see if reconnecting your store will resolve the issue.
Q: We just started using DEAR and are sincerely hoping that DEAR could help solve our business issues. At this moment, we are observing how DEAR can fit into our current workflow. We are met with a few problems and hope that you can assist. One problem involves sales pushed over from our Shopify store not reflecting that the order has actually been paid (via PayPal). We are hoping that a credit memo or an expense transaction can be generated automatically for sales paid via PayPal since you can retrieve that information from Shopify.
A: This is possible in DEAR. Since you already have the payment created, just open the sales order and navigate to the Invoice tab and authorise it. You can also change your Shopify settings to have invoices authorised automatically and skip this manual step.
Q: I have just installed DEAR trial version, and after entering settings and connecting to Xero and Shopify, I tried to upload orders from Shopify, but I got two errors which I am unsure where I need to fix. I would appreciate if someone could give me a hint.
A: You need to open the Setup tab and select the default tax rules in the Tax settings section on the Shopify integration page. For more information, see Tax Rules.
Q: When I ship a product in ShipStation, it pushes the tracking info back to DEAR but doesn't authorise the shipment, which means the order isn't marked as fulfilled in Shopify. How can I get it to do this?
A: For orders to be marked as fulfilled in Shopify, set the Create a fulfilment in Shopify even if a tracking number is not available option to Yes. You can find this setting under the Setup page on the DEAR Shopify Integration page.
Q: When I ship a product in ShipStation, tracking information is passed back from DEAR to Shopify but the tracking company isn't being properly mapped, so it's defaulting to another one. This means that the shipping emails contain bad tracking links – how can I properly map these values?
A: DEAR passes the shipping provider info to ShipStation – you need to map it to the correct provider in ShipStation. Check ShipStation Help on how to do this.
Q: Again in ShipStation, I'm noticing that people who use our free shipping don't have any shipping line items in their orders – how do I get that to show up? That info doesn't normally get passed.
A: DEAR doesn't pass shipping costs to ShipStation. We don't create zero cost lines in DEAR because Xero will reject whole invoices with zero costs.
Q: I have orders listed as backordered (because I hadn't loaded the SOH file yet) – I've reverted to Draft status and repacked them in DEAR, so they are listed as Shipping, but they aren't showing up in ShipStation. How do I handle this?
A: On the ShipStation setup page, you can see orders that are not ready for ShipStation. There is also a Reason column there. If the order is created from sales channels, the following is considered:
- Order has a valid shipping address with a state, zip and country.
- Pick, Pack and Ship all have data (last tab not necessarily authorised).
Q: Is there a way to set up an automatic email to go out to the customer when we confirm the shipment on DEAR, and turn the lorry green? Rather than having to manually send the email through DEAR, can it be done automatically?
A: Unfortunately, this is not currently available in DEAR. It might be possible if you use Shopify with DEAR and pull orders from Shopify to DEAR.
Q: A customer return triggered the Restock process in DEAR. We also cancelled the order in Shopify with the restock=yes flag, which appears to trigger a DEAR Stock Adjustment. This resulted in duplicate stock restock transactions. If I restock in DEAR, should I NOT use restock in Shopify?
A: DEAR will automatically capture the restock operation from Shopify and will create a credit note properly, but only if you haven't done it beforehand manually. Since there was already a credit note created for the related sale in DEAR, a stock adjustment was created to reflect restock. So essentially what you have to do is just wait, and DEAR will create the correct credit note for you.
Q: Currently, tracking numbers synchronised from DEAR to Shopify are showing incorrect couriers. For example, an order that was shipped through DHL is showing a different courier as the shipper. Why is this happening?
A: If you have tracking URLs for your carriers defined under Reference Books>Carriers, DEAR will pass them to Shopify using the following pattern: [Tracking URL from the Reference Book][Tracking number from the shipment line in the sale]. Your issue might have something to do with incorrect tracking URLs defined in DEAR – ensure that these are correct to prevent the problem from happening.