Q: How long does syncing with WooCommerce normally take? We're asking as it takes us overnight to complete the sync or push updates to the system.

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 WooCommerce 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 forum 
here. 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 removed all the products from our WooCommerce store and re-pushed everything from DEAR. However, it seems that this does not populate the categories correctly on WooCommerce, so we had to do this manually on Woo. Why doesn't DEAR communicate categories correctly on Woo? How can we do this better?

A: To ensure that product categories are updated in WooCommerce, you should disable the Use WooCommerce as Master Source for DEAR products option on the WooCommerce Integration page.

Q: I need to make products hidden in WooCommerce if they do not have a product picture. How do I determine this based on the exported products inventory list spreadsheet in DEAR? There is no column there that shows if there is a picture associated with a product. 

A: You can export images and attachments instead to view products with images in DEAR. This file will not include products without attached images. You can then manually deactivate products that are not included in the list in WooCommerce. 

Q: I'm unable to export a Product inventory list out of DEAR for my WooComerce products. When I try to do so, I get a text file with a message that states 'You don't have permission to export data. Ask your Master user to grant you this permission if you think that you should have it'. Why is this so?

A: This means that you don't have permissions to export lists from DEAR. Request your organisation's master user to grant you the permission from the Settings > Users & Roles page in DEAR.

Q: DEAR was connected to WooCommerce using REST API and webhooks, with someone from DEAR doing this for us. If we move the website to a new hosting provider, will this affect our WooCommerce integration?

A: It is likely that the integration will stop working. Once your transition to a new hosting provider is complete, to restore the connection, you should generate a new API key in WooCommerce and send it to us. We will then update the connection between WooCommerce and DEAR and you should be able to resume normal operations.

Q: After loading products from our WooCommerce store to DEAR, we saw that DEAR downloaded all the product categories from WooCommerce. Those categories are only meant for our online shop so we plan to remove them and reassign the DEAR products under different DEAR-specific categories. Will the categories in WooCommerce be affected too when we perform the DEAR to WooCommerce product update operation?
A: Your WooCommerce categories will not be replaced if you enable the Use WooCommerce as Master Source for DEAR products option on the WooCommerce Integration page. 

Q: We are currently experiencing issues bulk listing or updating product quantities, with errors occurring on multiple occasions, some claiming insufficient permissions. How do we resolve this issue?

A: There are two possible reasons for these errors:

  1. The user who granted DEAR access to WooCommerce no longer has write access to WooCommmerce. You may request the creation of new API keys with read-write permissions in WooCommerce. After getting the keys, send them to us so that we can then update the connection between DEAR and WooCommerce. 
  2. Your firewall is not accepting POST and PUT requests, only GET. You need to check firewall settings and whitelist our IP address.

Q: DEAR states that when we import the products from WooCommerce, DEAR will create the appropriate product families and update the products based on the details coming in from WooCommerce. However, this is not happening in our case. What are we doing wrong?

A: In DEAR, go to Integrations > WooCommerce, then under the Setup tab, check that the Use WooCommerce as Master Source for DEAR Products button is toggled to Yes. If the button is set to No, click on it to set it to Yes. Once done, try the import process again. It should now be creating product families and updating your products based on WooCommerce.

Q: We have a pending invoice in the WooCommerce Integration page, which for some reason is not getting processed. When we click on Process Order, it reloads the page and shows nothing else. If we try to delete the pending order, it says the Invoice is under process. What is going on?

A: In DEAR, go to Integrations > WooCommerce, then under the Logs tab, delete the log record for the pending invoice. Once done, go to the Pending Orders tab, then click Load Orders, then Process to process the invoice again.

Q: Suppose we make changes to prices, stock of 10 products. At the moment, we have to select each product under the Catalogue tab on the WooCommerce Integration page and click on Update in WooCommerce. We have situations where we would need to update 50 or more products at a time. Does DEAR provide a way to bulk update products from DEAR to WooCommerce?

A: DEAR has a bulk listing feature that allows you to select the category, family, product tag, or listing status of the products for bulk listing. You can find this feature under the Bulk Listing tab on the WooCommerce Integration page.

Q: We use the Default setting for Permalinks in our WooCommerce store, thus we cannot change it to 'any other option'. What do we do? Will WooCommerce integration with DEAR still work?

A: The previous Legacy WooCommerce API version implies that DEAR still supports the required configuration of permalinks. However, the new WooCommerce API that is used as default for newer WooCommerce versions doesn't require any changes to permalinks in WooCommerce. Thus, the integration of your WooCommerce store with DEAR should still work.

Q: We are having issues with correct pricing being imported from our WooCommerce store. We sell in 3 currencies and have a plugin that converts our base currency, which in DEAR and WooCommerce is in GBP. However, the USD price is being imported into DEAR from WooCommerce. How do we solve this issue?

A: Multi-currency plugin is not supported by WooCommerce API. This setup is not compatible with DEAR. You should set up three (3) WooCommerce stores with different currencies instead.

Q: We are having an issue with the GST component for orders imported from our WooCommerce Store.

A: DEAR captures all sale information from WooCommerce, including tax amount. You need to set up correct tax rules in WooCommerce and then map WooCommerce tax rules to DEAR tax rules. This can be done by going to Integration > WooCommerce > Setup. DEAR will not recalculate tax for sales from WooCommerce; instead, DEAR will bring in the exact tax amount from sale orders in WooCommerce.

Q: Why are we encountering the following error: 'WooCommerce product loading error message: Failed to load products/options: You do not have permission to read product categories.'

A: Most likely reasons for this error is that you're either using a content delivery network (CDN) service for your store or your server is configured to reject API calls to this endpoint. Basically, you see this error when DEAR receives a 403 error instead of a valid response from WooCommerce. Your network administrator may be able to help with your network setup.

Q: Can we map the fields from Woo to DEAR differently from that presented in WooCommerce Integration - Downloading Products?

A: The data mapping between DEAR and Woo is preconfigured. Thus, it is not possible to configure it differently for your account.

Q: I want to use the DEAR API to set the status of an existing WooCommerce order to backordered. Is this possible?

A: The Backordered status can only be set automatically in case DEAR detects insufficient components. It can't be forced via the API as it also calculates quantities on back order for all products included in sales orders.

Q: For an advanced sale, when I refund an order via PayPal and create the credit note myself, DEAR creates two credit notes instead of just one. When this happens, I need to go in and delete the duplicate credit note. What's the reason for this?

A: Since DEAR automatically loads credit notes from WooCommerce, you shouldn't create credit notes manually in DEAR, otherwise, duplicates will appear. This is true for both Simple and Advanced sales. Credit notes are processed after fulfilment, so there might be a little delay if the order hasn't been fulfilled yet, so just be patient.

Q: Currently, we have set up our WooCommerce SKUs to be different from our DEAR SKUs. To create a link between them, DEAR SKUs are used as components to assemble Woo SKUs. This was done so that inventory will still be decreased whenever our WooCommerce SKUs are ordered. Is it possible to merge our DEAR and Woo SKUs, now that we don't need the old setup?
A: You can merge the different SKUs in DEAR. Just make sure to first remove the bill of materials and auto-assembly from the WooCommerce SKUs. Once merged, the SKUs on DEAR and WooCommerce should match.

Q: Is Cin7 Core Woocommerce integration compatible with Woocommerce HPOS?

This is an internal WooCommerce setting. Whether HPOS is on or off, this does not affect the API. Cin7 Core does not have a WooCommerce module to support this unfortunately.

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