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 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. |
| 3 |
(Channel: TikTok Shop) A product sync fails with the error: "failed to sync: tiktok shop Seller warehouse id does not exist." |
This error occurs when the warehouse ID associated with your TikTok Shop is missing or invalid. SHOPLINE cannot complete the sync without a valid warehouse ID on TikTok's side. |
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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. |
For details, refer to the "Connecting Products and SKUs" guide. |
| 2 | After adding a new SKU on the channel, the corresponding SHOPLINE SKU cannot be found 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. |
| 3 |
(Channel: TikTok Shop) Products that have been published from SHOPLINE to TikTok Shop cannot be found in the unconnected channel products list. |
Products published from SHOPLINE to TikTok Shop appear under the SHOPLINE-listed products section, not the channel-created products section. This is expected behavior: the two sections show different product origins. | Check the SHOPLINE products tab to find products you have published from SHOPLINE. The unconnected products list only shows products that were created directly on TikTok Shop. |
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 channel, 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. |
Note: We recommend avoiding order archiving before all related actions are completed. |
Order Import
When orders from your connected channel stores are not automatically imported into SHOPLINE, refer to the common issues below to troubleshoot.
| No. | Issue | Description | Solution |
| 1 | Channel orders are not being imported into SHOPLINE. | Your channel store's authorization may have expired. |
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| 2 | An order fails to import because one or more product SKUs in the order are not linked to a SHOPLINE product. | By default, orders can only be imported if all SKUs in the order are connected to SHOPLINE products. If any SKU in the order is unlinked, the entire order will fail to import. |
For details, refer to the "Connecting Products and SKUs" guide. |
| 3 |
(Channel: Lazada) An error message appears when importing historical orders: "The cumulative order period cannot exceed 18 months." |
There is a 18-month limit for importing Lazada orders. | Reauthorize the connected Lazada store within MCC and attempt the import again. |
Order Import Restrictions
- For TikTok Shop (TTS): Unpaid orders are synced from TikTok Shop to SHOPLINE. However, until the buyer completes payment on TikTok Shop, the payment status and shipping address will not be available in the imported SHOPLINE order. Once payment is completed, the full payment status and delivery address will be automatically updated.