When you use the Oberlo Chrome extension to place your orders or sync your order information to Oberlo, you might encounter various error notifications. You need to troubleshoot your issue depending on the error notification you receive. On this page, you can find common error notifications, what they mean, and how to troubleshoot them.


On this page:


Couldn’t find order with matching customer details in Oberlo

Your customer's information doesn't match in Oberlo and AliExpress orders. To fix this issue you need to manually assign the Order ID from AliExpress to your order in Oberlo.

Steps:

  1. Go to the aliexpress.com website and log into your AliExpress account.

  2. Click Account > My Orders.

  3. Copy the Order ID from the order that needs resyncing.

  4. From your Oberlo admin, click Orders.

  5. Find the order that needs re-syncing, and then click More actions > Add AliExpress order number.

  6. Paste the Order ID in the text field and click Save. The status of the order changes from To order to In Processing.


Products in Oberlo order don't match the products in AliExpress

The products don't match in your Oberlo and AliExpress orders. To fix this issue you need to manually assign the Order ID from AliExpress to your order in Oberlo.

Steps:

  1. Go to the aliexpress.com website and log into your AliExpress account.

  2. Click Account > My Orders.

  3. Copy the Order ID from the order that needs resyncing.

  4. From your Oberlo admin, click Orders.

  5. Find the order that needs re-syncing, and then click More actions > Add AliExpress order number.

  6. Paste the Order ID in the text field and click Save. The status of the order changes from To order to In Processing.


There's a problem connecting to Oberlo

Your internet or network connection was lost or interrupted. To fix this issue try the following actions:

  • Check if your internet connection is working properly.

  • Refresh your internet browser.

  • Reboot your device.

If your issue persists, then contact the Oberlo Support team.


More than one matching order found

The same customer placed two or more orders with the same products. To fix this issue you need to manually assign the Order IDs from AliExpress to your orders in Oberlo.

Steps:

  1. Go to the aliexpress.com website and log into your AliExpress account.

  2. Click Account > My Orders.

  3. Copy the Order ID from the order that needs resyncing.

  4. From your Oberlo admin, click Orders.

  5. Find the order that needs re-syncing, and then click More actions > Add AliExpress order number.

  6. Paste the Order ID in the text field and click Save. The status of the order changes from To order to In Processing.

  7. Repeat for the additional order(s).


SKU button is disabled

The product variant is out of stock or no longer is available to purchase from the supplier. To fix this issue you need to look for a replacement product and then change the product variant's supplier.

If you can't find a replacement product, then refund and cancel the order or contact your customer to reach a resolution.


Matching SKU button not found

The product variant is out of stock or no longer is available to purchase from the supplier. To fix this issue you need to look for a replacement product and then change the product variant's supplier.

If you can't find a replacement product, then refund and cancel the order or contact your customer to reach a resolution.


Product variant is no longer available

The product variant is out of stock or no longer is available to purchase from the supplier. To fix this issue you need to look for a replacement product and then change the product variant's supplier.

If you can't find a replacement product, then refund and cancel the order or contact your customer to reach a resolution.


Log in to Oberlo to sync orders

You're logged out of your Oberlo account. You need to log in to app.oberlo.com to sync your order information from AliExpress to Oberlo.


Log in to AliExpress to sync orders

You're logged out of your AliExpress account. You need to log in to aliexpress.com o sync your order information from AliExpress to Oberlo.


Couldn't find the order in this AliExpress account

You're logged in to a wrong AliExpress account. You need to log in to the correct AliExpress account.


Could not set shipping address

Your order doesn't have a shipping address in Shopify. To fix this issue you need to add your customer's shipping information to your order in Shopify admin and place your order through Oberlo.

Steps:

  1. From your Shopify admin, click Orders.

  2. Click the order that you want to add shipping information to.

  3. In the SHIPPING ADDRESS section, click Edit.

  4. Add your customer's shipping information and then click Save.

  5. Fill in the customer's shipping information and click Save

  6. From your Oberlo admin, click Orders.

  7. Click ORDER next to the order that you want place.


It is taking too long to load this page

If you receive this error notification on the AliExpress product details page, then usually this means that the product is no longer available. To fix this issue you need to look for a replacement product and then change the product variant's supplier.

If you receive this error notification after you try to place an order through Oberlo, then this means that there is a technical issue on the AliExpress website. To troubleshoot this issue try logging out of your Oberlo and AliExpress, log back in, and place your order.

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