Troubleshooting

Find the node names your channel sends

Channels, plugins, and store settings all change what arrives in the order XML, so confirm the names on one of your own orders before relying on them. There are two ways.

Look at the order's XML in Linnworks. Linnworks keeps the channel data it received for each order and shows it in the order book; see Order book: what is order XML. That tree is exactly what the macro reads. Each label in it is a node name, and the labels above a value, nearest first, form the path. For key/value lists, use a prefix instead; see Path syntax.

Ask us to look. Set Troubleshoot to true on the configuration, let the macro run on one order, and email support with that order's number and what you want to extract. With Troubleshoot on, the macro writes the order's whole XML to its log, which RFP IT Solutions reads in the Linnworks developer portal; that log isn't visible from your account. We reply with the exact path. Set Troubleshoot back to false afterwards, because while it's on, every order the rule touches writes its XML to the log.

Nothing was written to the order

What you see	Likely cause	What to do
No property or note on any order	The rule didn't run.	Check that the rule is enabled, that its conditions match the orders, and that the action points at the right configuration. New-order rules run as orders download; orders already in Linnworks aren't touched until something triggers the rule again.
Missing on some orders only	The node isn't there, or is empty, on those orders. The channel didn't send it.	Look at one such order's XML. Nothing is written for a path that finds no value.
Missing on orders from a Shopify store Linnworks recently upgraded	The node was renamed or moved in the new XML.	See Shopify GraphQL migration.
Missing on every order, and Target isn't one of the five values	Target is case-sensitive. A misspelling writes nothing.	Fix the spelling and case.
Only some orders in a large batch were processed	The run made more Linnworks API calls than your account allows per minute. Each order costs two or three calls.	Run the rule on smaller batches. The orders that were skipped can be re-run.

The value is wrong

What you see	Likely cause	What to do
A short path such as id or name returns another node's value	The first node with that label in the document isn't the order's own. The Shopify GraphQL XML lists a fulfillment location's id before the order's.	Add the parent labels, or start the path with >> to prefer the shallowest match: >>id. See Shadowed nodes.
A money amount is in the wrong currency	The path stops at amount without naming the side, and presentmentMoney comes first.	Name the side: totalPriceSet>shopMoney>amount.
The property has an unexpected name	The property, and {{key}} in a note, are named after the path exactly as typed. Renaming a path renames the property.	Update any rule or template that looks for the old name.

When you contact support

Include the configuration's NodesToBeExtracted and Target, the channel the order came from, and one affected order's number. If we need the order's XML, we'll ask you to set Troubleshoot to true for that order.