If you use WooCommerce and notice that any of your orders are missing from the Route Merchant Portal, it is likely because two required Route webhooks have been disabled and/or Route settings are incorrect on the backend of your WordPress site. 

Use the following instructions to remedy the issue. If you need any additional support, please reach out to your designated Customer Success Manager, or use the blue Support Chat button in the Merchant Portal or Help Center to contact our team. 

Process Overview

Step 1: Check Route Webhooks
Step 2: Check Route Settings
Step 3: Update Route Plugin
Step 4: Initiate Order Syncing Process

Step 1: Check Route Webhooks

When you install the Route App, two webhooks are activated on the backend of your WooCommerce plugin. These webhooks enable the Route Merchant Portal to surface the correct information about any orders placed on your store. Follow the instructions below to verify that the right webhooks are present and active:

1. 1. Go to the backend of your WordPress Site
   2. From the left-side navigation, click WooCommerce 
   3. Click Settings > Click Advanced > Click Webhooks
   4. Verify that these two Route webhooks are present:
      • RouteApp Order Upsert
      • RouteApp Order Deleted
   5. Verify that both webhooks are marked Active

• • • If either webhook is showing “Disabled,” click the webhook and select “Active.”
    • If either webhook is missing from the list, please add it by following the instructions in this article: WooCommerce Webhooks.
    • If additional or duplicate webhooks are present, delete any older versions. (Check the ID number under the webhook. Older versions will have a smaller number listed.)

• • • If you are still not sure which is the older version, you can delete all webhooks and recreate them using the instructions in this article: WooCommerce Webhooks.

Step 2: Check Route Settings 

We use these settings to pull the correct information from WooCommerce into the Merchant Portal. Without the right settings, orders will not show properly in the Merchant Portal. Follow the instructions below to verify and adjust these settings as necessary:

1. 1. From the left-side navigation, click WooCommerce 
   2. Click Settings > Click Advanced > Click Settings > Click Route
   3. From the Route Settings page, scroll down to the following sections and verify the correct options are selected:

• • “Please select all shipping methods that are similar to in store pick up” 
    • This setting determines when the Route shipping protection widget should NOT appear. Any shipping methods that are selected cannot be protected.
    • Select: “local pick up”
  • “Please select all the order statuses that Route will use to sync orders”
    • This setting determines what order statuses pull into the dashboard. It corresponds to the “Route App Order Upsert” webhook.
    • Select: “Processing” and “Completed”
  • “Please select all order statuses that Route will use to cancel orders”
    • This setting updates the order status in the Merchant Portal when any order is canceled, refunded, or failed. It corresponds to the “Route App Order delete” webhook.
    • Select: “Cancelled,” “Refunded,” and “Failed”

1. 4. Scroll down, click Save

Step 3: Update Route Plugin

Ensure your Route App is up-to-date for the best experience.

1. 1. From the left-side navigation, click Plugins 
   2. Click Installed Plugins 
   3. Search or scroll to find Route App 
   4. If a new version of the app is available, a bar will appear with a message to update > Click update now

Step 4: Initiate Order Sync Process

Now that the webhooks, settings, and Route app have been updated, all new orders will begin showing correctly on the Merchant Portal. For any previous orders that are missing from the Merchant Portal, follow the instructions in this article to recover them in the Portal: WooCommerce Order Recovery.

Please note: 

• • You must keep the web browser open (do not close the page).
  • We recommend syncing 2-3 days of order data at a time (more order data will take longer to sync).
  • When the data has synced, refresh the Merchant Portal (dashboard).

And that’s it! If you run into any issues along the way, please reach out to your designated Customer Success Manager, or use the blue Support Chat button in the Merchant Portal or Help Center to contact our team.