The import fails or I see errors like "undefined": what to check before opening a ticket

If an import fails, is stuck loading, or you see an unclear message like 0 - undefined, it is best to do a quick check before opening a ticket. In many cases, the problem lies in the selected store, the module/plugin, the file used, or confusing order import, recovery of old orders, and review import.

Recommended checklist:

1. Confirm that you are using the correct store within the Revi panel.
2. Distinguish the flow:

• Import orders: is at Import orders and is used to import orders.
• Recovery of old orders: is at Old order recovery, allows queuing orders from previous months and is a Pro or higher functionality.
• Import reviews: is at Import reviews and is a Pro or higher functionality.
• Synchronize products: updates the product list of the store for product reviews and widgets.
• Download products or product list: is used to review or export data, does not always trigger an import.

1. If you are uploading a file, check that it is the correct file, that it is not empty, and that the columns maintain IDs, SKUs, emails, or dates according to the flow you are using.
2. If you are working with PrestaShop, WordPress/WooCommerce, or Shopify, check that the integration is still connected with the correct API key.
3. If the error appears during a manual synchronization, go to the module/plugin page and check if it indicates pending tasks, last connection date, or recent errors.
4. If you see 0 - undefined, undefined, or another technical error, note the exact text, the button or step where it appears, and if it occurs always or only with a specific store, file, or browser.
5. If the process is stuck loading, wait a few minutes and check the screen again before relaunching it multiple times, to avoid duplicating processes.

Open a ticket if:

• the error repeats after reviewing the flow
• the import does not finish or returns a technical message
• the manual synchronization does not progress or does not update the product list
• you need to recover old orders or import reviews and are unsure if your plan is Pro or higher
• you need help distinguishing if the case is import, campaign, synchronization, or export

Include in the ticket:

• affected store
• exact action you were performing
• full text of the error
• screenshot or log, if you have it
• CMS, version, and module or integration, if applicable
• file used, if you were importing from CSV or Excel
• whether the problem affects orders, products, store reviews, or product reviews
• path where it occurs: orders/import, orders/recovery, or reviews/import
• current plan, if the case is recovery of old orders or import of reviews
• whether you have relaunched the process multiple times and approximately what time