Troubleshooting

The most common things that look like bugs but usually aren't.

⚠ Reorder: "Why can't I see the order I just placed?"

Cause: Linnworks's processed-orders index takes ~12–24 hours to surface new orders. Reorder reads from that index, so freshly-placed orders aren't immediately visible.

Fix: Wait overnight. By the next morning the order will be visible. See the full explanation under Customers & Reorder.

"My customer search isn't returning anything"

Cause: Either the Linnworks app permissions changed, or the customer has no processed orders in the last 3 years yet.

Fixes:

  1. New customer — they won't be findable until their first order is processed. Type their address manually.
  2. Permissions issue — reinstall the app on Linnworks (see Linnworks Integration).
  3. Still broken — open a ticket.

"Prices show as £0.00 for some products"

Cause: The product's Retail price field in Linnworks is blank.

Fix: Either fill in the retail price in Linnworks (Stock → Stock Item → General tab), or type the price directly into the Unit £ box in the cart for this order. If you do the latter and you've selected a customer, the price is remembered for next time via price memory.

"Only one location shows in the dropdown"

Cause: Your Linnworks account only has one active stock location.

Fix: Add more in Linnworks → Settings → Locations. The POS reflects them automatically (no re-install needed).

"My session expired while I was using the iframe"

Cause: Linnworks gives each iframe session a finite life (~30 minutes).

Fix: Close the app tab in Linnworks and reopen it from the Apps sidebar. A fresh session is issued automatically. No data lost — your cart, drafts, and preferences are server-side.

"Auto-process failed — order is in the open order book"

Cause: The order was created successfully, but the Orders/ProcessOrder API call failed. Usually a permissions issue with the Linnworks install token, or an order-state issue (the order may need a payment method set before it can process).

Fix: Open the order in Linnworks → process it manually. Then open a ticket so we can look at what went wrong.

"I downgraded from Team to Solo and my staff can't sign in"

Cause: Expected. Downgrading to Solo automatically suspends all staff seats.

Fix: Upgrade back to Team if you need them. Their accounts are still there with their full history; switching back re-activates them.