How to Troubleshoot eCommerce Log Errors in OrderWise

Learn how to access and review eCommerce session logs in OrderWise to identify order validation failures and sync errors.

August 12, 2026 By Lee Higgins

This guide explains how to access and review eCommerce session logs in OrderWise to troubleshoot order processing and validation failures. Completing this process will help you identify exactly why specific orders from integrated platforms failed to import or sync correctly.

This workflow is intended for eCommerce managers and system administrators responsible for monitoring integrations and resolving order sync errors.

Access the eCommerce Logs

Step #1: Click eCommerce in the left navigation sidebar. — Click **eCommerce** in the left navigation sidebar.

Step #2: Select eCommerce log from the session management window. — Select **eCommerce log** from the session management window.

Use the filtering options in the top toolbar to narrow down logs by date, session, and server parameters.

Step #3: Select "All" and "All" - Both tickboxes - At the top of the screen to pull through all session errors. — Select "All" and "All" - Both tickboxes - At the top of the screen to pull through all session errors.

Review Error Details

Step #4: Locate and select the session log entry for the problematic order in the main data grid. — Locate and select the session log entry for the problematic order in the main data grid.

Step #5: Review the error details in the lower panel to identify the specific issue, such as a missing variant causing a validation failure. — Review the error details in the lower panel to identify the specific issue, such as a missing variant causing a validation failure.

Common Issues & Fixes

No variant has been provided - Fix: No fix - Order must be processed manually
Sales order cannot be saved as the customer requires a unique order number - Fix: Open the sales order, delete the "Reference" E.G if presta - KDHISKAOXL and re-run the import.
Webscript Unable to connect to the store - Fix: Speak to Josh if it's Prestashop or Ultrabind, it means the website is having issues / may be down.