Use this page to check common reasons why orders or XML files cannot be imported into pixi. The checks below apply to order imports through XML files, shop interfaces and API-based import processes.
Order Import Failed
If an expected order is missing from pixi, first determine whether the order reached pixi successfully. Issues can occur in the source system, during data transmission, or during import processing.
Source-System Export when using no inferface supported by pixi
Before investigating pixi, confirm that the source system actually attempted to send the order. If the order was never exported or the transmission failed, the issue must be resolved in the shop, marketplace, middleware, or integration before further troubleshooting in pixi.
Open the admin area of the shop, marketplace connector, middleware, or integration that sends orders to pixi.
Search for the affected order number or external order number.
Check the export, transfer, or API log for the time when the order should have been sent.
If the source system shows that no XML file or API request was sent, check the source-system schedule, endpoint, credentials, or export configuration before checking pixi.
File Receipt in pixi
After confirming that the order was sent, verify that pixi received the corresponding XML file. The import status information in pixi helps determine whether the file reached the system and whether the import process started successfully.
Open pixi Control Center > Import and Export.
Open the Imports overview, click Search and check the order import status messages.
Review the timestamp. If it older than expected, pixi did not receive a recent order XML file from the source system.
If pixi received XML files but no order was imported successfully, continue with the error checks below.
For details about these status messages, see Imports 2.0 - Troubleshooting.
Review Import Errors
If pixi received the file but the order was not imported, check for XML parsing and validation errors. These errors usually indicate missing required data, invalid values, or XML structures that do not match the expected import format.
In the Order Import overview, check Orders not imported because of errors.
Check XML files with errors received today.
If either value is greater than 0, open the related import error details or log entry and search for the affected order number.
Use the first error shown for the order as the starting point. Later messages may be follow-up errors caused by the first invalid field or missing value.
Compare the XML file with the documented order import structure
When an import error identifies a specific field or XML element, compare the file with the documented order import specification. This helps identify missing elements, incorrect values, and formatting issues that prevent the order from being processed.
Open or save the XML file that was sent for the affected order.
Confirm that the file contains the required order structure, including ORDER, ORDER_HEADER, ORDER_ITEM_LIST, and the required item and price elements.
Check the field named in the import error. For example, check company name, address fields, VAT ID, item number, quantity, price, currency, and shop ID values.
Compare the XML tags and required values with Order Import - openTRANS Syntax Specification.
Frequently Asked Questions
Why does the order fail because a field is too long?
The import can fail when a value in the XML exceeds the allowed field length. This often affects company names, delivery address fields, address additions, comments, or other free-text fields.
Check the field named in the import error. Then shorten the value in the source system, interface mapping, or XML file and send the order again. If the error mentions the company name or address data, check whether the company name was transferred into an address addition field. Keep the value within the length allowed by the target field.
What should I check if VAT ID, tax number, or address data blocks the import?
Check whether VAT IDs, tax numbers, and address details are stored in the correct fields in the source system. A VAT ID field should contain the VAT ID only. Address fields should contain address data only.
If the information must be retained but does not belong in the VAT ID or tax number field, move it to a suitable comment or note field in the source system or integration mapping. Then send the order again.
What should I check if the error is related to price, currency, or order totals?
Check the price fields in the XML. Confirm that the required price elements are present and that the price type matches the value you send. For order imports, compare the ARTICLE_PRICE structure with Order Import - openTRANS Syntax Specification.
If your question is about API output, note that API calls may return values in the order currency only. Do not assume that an API response includes converted EUR values unless the specific API documentation says so.
What should I do if special characters appear in the XML?
Check text fields that contain special characters, such as "&", quotation marks, apostrophes, trademark symbols, or other special characters. If a text block contains complex special characters, use CDATA where supported by the XML specification instead of relying only on XML or HTML entity encoding.
After adjusting the text value, send the order again and check whether the import error is cleared.
What should I do if a mandatory XML element is missing?
Open the XML file and compare it with the documented order import structure. Confirm that the file contains the required order header, order item list, item identifiers, quantity, currency, and price information.
If the missing value comes from the shop or middleware, correct the mapping in the source system and send the order again.
What should I check if pixi did not receive the order at all?
First check the source system. Confirm that the shop, marketplace connector, middleware, or API client actually sent the order to pixi. Check the export log, transfer log, API response, endpoint availability, credentials, and scheduled job status.
Then check pixi Control Center > Import and Export to see whether a recent order XML file was received. If Last order XML import is older than expected, the order likely did not reach pixi.
Can I retrieve older XML files for troubleshooting?
Older order XML files may only be available for a limited time. Save the XML file or relevant log details as soon as you notice the issue.
If the original XML file is no longer available, create or resend a new test order from the source system and use that XML file for troubleshooting.
How do I know whether the API call reached pixi?
Start with the API client or middleware that sends the request. Check the request timestamp, endpoint, database, shop, credentials, and response returned by the API call. If the response only confirms that the request was accepted, continue checking in pixi to confirm whether the related XML import was processed successfully.
What should I check if the API response does not contain the value I expected?
Compare the request and response with the documentation for the specific API call. Do not assume that related values are returned unless the API documentation lists them. For example, recent evidence confirmed that API calls may return values in the order currency only and may not provide converted EUR values.
When to Contact Support
Contact Descartes pixi Support if:
The XML follows the documented specification, but pixi still rejects the order.
The import error does not identify a field or value.
The order reached pixi but is not visible in the expected workflow.
The issue started after an update or integration change.
Include the order number, XML file or API request, timestamp, source system, and the exact error message.