Multichannel Connect (MCC) Troubleshooting Guide
When using Multichannel Connect (MCC) to publish products, synchronize inventory, or configure product connections, you might encounter some common issues.
This guide gathers insights from real-world cases and organizes them by issue type to help you quickly understand the cause and smoothly complete your tasks. The resolutions provided here apply to all supported sales channels (such as Shopee, eBay, and Lazada). Feel free to use this guide to troubleshoot issues based on your specific situation.
Product Publishing
When navigating to Products > Drafts and clicking the publish icon to publish a product in the MCC app, you may encounter error messages that cause the publishing to fail. The table below outlines common issues and their solutions, helping you troubleshoot and complete the publishing process smoothly.
| No. | Issue | Description | Solution |
| 1 |
(Channel: Shopee) An error message appears when publishing a product: "The channel cannot be found in the shop, please kindly check the shop available channel list. Channel detail: 20099". |
This error usually occurs due to incorrect logistics settings in the channel. If the channel platform updates its logistics settings while MCC has cached old data, a mismatch may occur. |
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| 2 |
(Channel: Lazada) An error message appears when publishing a product: "E302: Not supported URL, https://handle.myshopline. |
While SHOPLINE supports image formats such as JPG, PNG, WEBP, SVG, and GIF, Multichannel Connect (MCC) only supports JPG, JPEG, and PNG. If you upload images in unsupported formats (e.g., WEBP or GIF) when publishing a product, an error will occur. | Convert the product images to JPG, JPEG, or PNG format, then re-upload and publish the product again. |
Products and SKU Connection
Auto Connection
When you enable Product auto connection under Settings > Product Settings > Product connection, or perform a one-click automatic connection via Products > Channel products > More actions > Connect product, you may encounter issues where SKUs are not successfully connected. Refer to the solution below to help ensure a successful automatic connection.
| No. | Issue | Description | Solution |
| 1 | SHOPLINE SKUs are not automatically connected with channel SKUs. | Auto connection only works when both the SKU names and quantities are an exact match between SHOPLINE and the sales channel. If this condition is not met, auto connection will fail. |
Ensure that the SKU names and quantities are identical across both systems. Otherwise, use the manual connection option. For details, refer to the "Connecting Products and SKUs" guide. |
Manual Connection
When you manually connect SKUs by clicking the connection icon next to individual products in the Products module, or click Connect in the alert banner above the product list to perform a batch manual connection, you may encounter connection failures. Below are common problems and their solutions.
| Note: Manual connection supports linking SHOPLINE and channel product SKUs even if their names and quantities do not match. |
| No. | Issue | Description | Solution |
| 1 | You cannot find or search for a specific SKU during manual connection. | The SKU may have been deleted or is already linked to another SHOPLINE SKU, making it unavailable for new pairing. |
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| 2 | After adding a new SKU on the channel, you cannot find it on the channel platform in MCC. | MCC does not support connecting product information from channels to SHOPLINE. Therefore, newly added SKUs on the channel won't appear in MCC. | Add the same SKU manually in SHOPLINE, then perform manual SKU connection. |
Inventory Synchronization
Inventory Sharing
When you enable the Shared inventory feature via Settings > Product Settings > Shared Inventory, or manually click One-click channel update in the Inventory module, you may encounter inventory synchronization failures. The table below outlines a possible issue and its solution to help you complete the inventory sync process smoothly.
| No. | Issue | Description | Solution |
| 1 | Inventory data for product variants in MCC fails to sync to the channel. |
Some channels have limits on the length of specification names (e.g., Shopee restricts specification names to a maximum of 14 characters). If your SHOPLINE product specifications exceed the limit, syncing will fail. |
Adjust the specification name to meet the character limit imposed by the platform, then try syncing again. |
Inventory Replenishment
When you enable the Inventory replenishment rules via Settings > Order Settings > Rule settings, you may find that inventory is not restocked as expected after an order is canceled. The table below details the issue and the recommended solutions.
| No. | Issue | Description | Solution |
| 1 | Inventory is not restocked after order cancellation despite the rule being enabled in MCC. | If the SHOPLINE order has been archived, its status cannot be updated, preventing MCC from identifying it for restocking. |
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