From time to time, we have received reports of users who are receiving incorrect sku data for their WooCommerce orders. On investigation we have found that this is often due to a change on the WooCommerce server, with data having been deleted from WooCommerce.
When WooCommerce send order information to ChannelGrabber, there are two important fields that cause this behaviour if data is deleted:
Order ID
Line Item ID
WooCommerce assigns unique order and line item IDs to orders that are placed, and sends this data to ChannelGrabber. ChannelGrabber creates orders and order items, using the unique ID alongside the Account ID.
If a WooCommerce account has these IDs reset, often by deleting order data, then the system will receive values that have already been used. This means the system is told that an existing old order or line item value needs to be re-assigned to the new order. This is what causes incorrect skus on WooCommerce orders.
We strongly advise against deleting order data or resetting these values on your WooCommerce account. If the issue occurs there are two options:
Get you WooCommerce Developers to fix the issue introduced by this deletion / change to your server.
Disable the current Sales Channel entry, archive all orders, and create a new Sales Channel and connect that to ChannelGrabber. The new Sales Channel ID will ensure that the reset values create their own unique entries in the system.
If choosing the second option, we also recommend renaming the existing Sales Channel entry to [REMOVED] or similar to help differentiate between the old and new connections. We can also assist by hiding the Sales Channel from view, so it is not reconnected by accident.
It is important to be aware of how making changes on your WooCommerce account can cause issues in this way, so we recommend only doing so if your developers are experienced and aware of the risks involved.