Fixing a Shopify connection
PreviewWhat each store status and warning means, and how to fix it, from credentials and permissions to missing webhooks.
Every store in RowCall shows one status. Most fix themselves; the ones that need you say what to do, on the store's page and here.
Statuses
| Status | What it means |
|---|---|
| Setting up | The first import is running. Each step shows its count as it goes. |
| Healthy | Changes arrive within a minute and the last checks found nothing missing. |
| Catching up | Changes are waiting, or the 15-minute check is late. It clears on its own. |
| Needs attention | Something only you can fix, or changes that couldn't be read. The reason is shown. |
| Removed | The store was disconnected or its app uninstalled. Its data is deleted on schedule. |
Needs attention
| What the store says | What to do |
|---|---|
| The store refused RowCall's credentials | In the app's App settings → Credentials, copy the client ID and secret again, then press Check on the store. If you rotated the secret, enter the new one. |
| The app was made in a different organization | Make the app in the Dev Dashboard organization that owns the store, install it, and connect again. |
| The app isn't installed on the store | On the app's home, press Install app, pick the store, then press Check. |
| RowCall needs a permission the app doesn't have | Add the permission it names to the app's Scopes, release a new version and approve it on the store. The warning clears when Shopify tells RowCall. |
| RowCall couldn't reach the store three times in a row | Usually Shopify being slow. RowCall keeps trying; if it lasts an hour, check the app is still installed. |
| Some changes couldn't be read | Open Webhooks on the store and press Retry failed. If they fail again, RowCall's team is told. |
| Counts don't match the store's | RowCall's nightly audit found a difference it couldn't fix. RowCall's team looks into it; you don't need to act. |
The privacy webhooks never arrive
Shopify sends customers/redact, customers/data_request and shop/redact only to the URL in your app's shopify.app.toml. If a store shows them as never received:
Check the URL
Copy your org's webhook URL from RowCall's Stores page and compare it with
uriinshopify.app.toml.Deploy the configuration
Run
shopify app deployin the app's folder. Editing the file alone doesn't change the app.Wait for one
Shopify sends them only when a shopper or the store asks, so "never received" can also just mean nobody has.
Delivery or return news is missing
A store can show No delivery updates in 14 days or No returns in 30 days. The orders are fine; the news isn't reaching Shopify. Your shipping or returns app may keep it to itself: turn on its option to update Shopify, and RowCall reads it from there.
One order looks wrong
Open it in Orders. Its Data section shows every read and what changed; Refresh from Shopify reads it again now. If Shopify sent something RowCall couldn't read, the read says so and RowCall's team is told.
Next stepWhat RowCall keeps from ShopifyThe data RowCall reads, and when it's deleted.