Merch orders from Shopify, Printful, Printify and Fourthwall reach Konduit through webhooks: your store sends each order to Konduit's server, and Konduit on your computer collects it. When an order is missing, find out first whether Konduit received it at all.
1. Did Konduit receive the order?
- Open Event Logs and choose your store's chip (Shopify, Printful, Printify or Fourthwall), or the Merch chip.
- If the order is listed, Konduit received it and counted it. Go to check 4 to find out why it didn't alert.
- If it isn't listed, go to check 2.
You can also open Integrations, open your store's card and look at the webhook line in its panel. No webhook events received yet means no order has reached Konduit since you set it up.
2. Check the store's setup
Open Integrations and open your store's card.
- Shopify: Konduit can't add the webhooks in Shopify for you. Check that you added your Konduit Webhook URL in Shopify for each order event, and that you pasted Shopify's signing secret under Webhook signing secret and clicked Save signing secret. Orders only arrive once the secret is saved. See Connect Shopify.
- Printful: click Connect webhooks again. Printful keeps one webhook per token, so another app using the same token can replace Konduit's. See Connect Printful.
- Printify: click Connect webhooks again. If your Printify account has more than one shop, first enter the ID of the shop you sell from in Shop ID (only if your account has more than one shop); if Konduit needs one, it lists your shops with their IDs. Test connection only checks that your token works. See Connect Printify.
- Fourthwall: check that you pasted Fourthwall's signing secret under Webhook signing secret and clicked Save signing secret. Konduit's server refuses every Fourthwall event until the secret is saved. If the panel says Needs re-entry., paste the signing secret again and click Save signing secret. See Connect Fourthwall.
You must be signed in to Konduit for webhooks to be set up and collected.
3. Was Konduit open?
Orders that arrive while Konduit is closed wait on Konduit's server. Konduit collects them the next time you open it, so open Konduit and check Event Logs again.
4. Received, but no alert
- If the app collects an order more than 10 minutes after Konduit's server received it (for example, one placed while Konduit was closed), the order is counted in your revenue and listed in Event Logs, but doesn't fire an alert. On the free plan, orders the server received before your account's first check on this computer are counted silently the same way. That is on purpose, so opening Konduit never floods your stream with old alerts.
- A merch alert waits its turn: it plays after the alert on screen and any alerts queued ahead of it.
- Check the store card's On-stream alerts switch on Integrations. When it is off, orders are still counted and logged but don't alert.
- Test orders are never counted: a Shopify test order, a Fourthwall test notification or a Printify sample order books nothing and fires no alert. Use a real order to check.
- If other alerts don't show on stream either, see Alerts not showing in OBS.
5. Counted once
If you sell through Shopify and also use Printful or Printify for the same store, each sale is counted once, whichever service reports it first. A cancelled order comes back out of your revenue.
Still not working
Open Settings → Debug & Logs and choose Send debug logs.... Konduit saves your recent logs as a zip in your Downloads folder. Email it to support@konduit.gg with the store, the order time and what the store card shows.