How to Troubleshoot Data Import Issues

In addition to our direct integrations, e.g. with Shopify, you can also easily set up a custom integration and import your data into RetentionX. All you need to do is process all the data either in a CSV file or in a data feed.

However, it is important that this conforms to the format of our import template. Otherwise, it may happen that some rows fail to be imported and are shown as "problematic". You can check easily the status of your import under Data Import in your account RetentionX account.

If you experience any issues with your data import, please check the following settings:

1. Include all Mandatory Fields

2. Change Your File Names

3. Check Order Dates

4. Check Item Prices

5. Review Revenue Definition

6. Data Cleanup

Include all Mandatory Fields

When preparing the import file, there are some columns that are mandatory. If the mandatory fields are not completed for each row, these rows will not be processed and will be the ones counted as problematic. Let's see which fields are mandatory for a successful import:

Each SKU included within an order must be entered as a separate line in the import file with its unique information on items sold and item prices.

Change Your File Names

Your one-time CSV upload does not complete and seems to be stuck? If you've uploaded a file with the same name again, even after deleting any previously imported data, it will cause import problems.

Contact us at success@retentionx.com and we'll immediately stop the current import and help you import your data. Avoid future hiccups by making sure each upload has a unique filename for smooth processing.

Check Order Dates

The format we use for the order date is crucial to ensure that all order data is imported correctly to RetentionX. It always should be YYYY/MM/DD (year/month/day). 

To ensure that the date format is always recognized correctly, you should also add a time stamp, e.g. 2022-06-07 00:00:00

Check Item Prices

While inputting the Item Price field, it's important that values are not formatted. This means that you should not insert currency symbols, periods or commas.

Review Revenue Definition

If you add custom fields to the import template, they will not be imported and processed. This means that they will not affect the sales calculation either.

Data Cleanup

In case you have imported incorrect or incomplete data, you must first delete this data from your account. Importing new data won't update it. To do so, navigate to Data Import > Danger Zone > Delete. Once this is done, you are ready to upload your revised data. Read more about it here.

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