Good afternoon everyone, I’m here to report an issue we’ve been experiencing across our two stores, dabelleoficial and dutycosmeticos. Ever since we started integrating with the marketplace, we noticed there was a very long turnaround time for the communication of our invoiced XML from Protheus (ERP) to Shopee marketplace (sometimes several hours). Since we use a third-party tool for marketplace management — Refact — this was never a critical problem because we didn’t need to wait through that whole delay. Now in January, we noticed that delay for sending the XML has disappeared entirely — meaning if we don’t invoice the order through Refact, VTEX simply doesn’t send the invoiced XML from the ERP to Shopee. Then at the start of February, we ran into a problem between Refact and Shopee that’s also making this transmission unreliable. Since yesterday was Spike Day on Shopee, we had an order volume far above normal (over 1,000 orders in a single day), and all of them will be cancelled if the XML doesn’t reach Shopee in a timely manner by Monday. I would attach the invoiced XMLs we have here to see if it might help with the VTEX-to-Shopee transmission in some way, but I can’t since I’m a new user. I’d like to know if there’s any way to take action on the VTEX side to resolve this.
Good morning, Paulo!
Basically, you can send the data directly from your ERP to VTEX. We have an article here in the community that covers this topic — how to handle invoicing and send all the necessary data directly from your ERP to VTEX. Based on what you described, I imagine some information may be missing when sending the invoice directly from your ERP to VTEX, and that this information is being passed to VTEX through Refact, or only after invoicing through it.
I’ll leave the community topic on this subject here: Frequently Asked Questions: How to invoice an order and send tracking updates? | How to integrate invoicing and tracking with marketplaces?
I recommend checking with your ERP whether all the required fields are being filled in when sending the invoice to VTEX, or whether this is only being done after invoicing through Refact, alright?
It’s worth noting that the field responsible for sending the XML is the embeddedInvoice field:
Karina Mota
Field Software Engineer | VTEX