Syncing Reservation Errors

If you are running into an error syncing reservations to your 3rd party eCommerce, there's a few tricks you'll want to try before contacting support.

The Reservations sync log is the best place to look.

Reservations Sync Log

Note you must be Admin-level user to do these steps.

1. Log into the CellarPass Admin panel.
2. Select Reservations.
3. From the submenu, select Export Reservations.
4. From the next menu, select Sync Reservations.
5. Locate a Reservation record that is failing.
6. Click the arrow on the far-left of the record.
7. This will expose the response provided by your eCommerce partner.
8. Based on the error message, such as ZipCode, follow one of our recommended solutions below.

There are some common syncing issues that you'll need to determine based on the error provided back from your eCommerce partner and displayed in the sync details.

• Credentials, Login failure
• Zip Code or Country Issue
• Phone Number invalid or incorrect format
• Invalid email address.

Credentials or Login Error

Note you must be Admin-level user to do these steps.

1. Log into the CellarPass Admin panel.
2. Select Business from the left-hand navigation
3. Select Apps & Integrations from the submenu.
4. Scroll down to Club & eCommerce Partners section.
5. Expand the name of your eCommerce partner
6. Click the Test Login button
7. If this is successful, you are good. If this fails, you need to correct the username and password until valid. You will need to contact your eCommerce provider to correct any login or credentials issues related to this step as CellarPass cannot assist you.

Address, Zip Code or Country Error

These are issues that will need to be corrected in two places. Valid data is required by some 3rd party eCommerce partners. These are errors provided by their service, requiring you to fix the data issues until accepted.

Note: If you need more information regarding invalid data issues, please contact your eCommerce partner as CellarPass cannot assist with these details.

Note you must be Admin-level user to do these steps.

1. Log into the CellarPass Admin panel.

2. . Select Guest from the left-hand navigation

3. From the submenu, select Guests.

3. Using the Search tool, locate the guest record. Alternatively, you can select View Customer Record from the Reservation details screen.

4. Update the Guest's contact information, confirming that the selected Country, Region, Postal Code and address are valid.

5. Once completed, click the Save button.

6. Locate the guest's Reservation and click to view the details.

7. This will prompt you to update the record. Select Use Profile.

8. Uncheck the Send Confirmation checkbox.

9. Click the Complete Reservation button. 

10. Now attempt to Sync. You can do so from the More Actions menu on the far right in the Reservation Details view.

If you continue to encounter data-related issues (phone, zip code, or country), please open a support ticket with specifics regarding the guest, the confirmation number and include a screenshot of the sync error for our team to investigate.