I am not receiving orders in Monsoon after my computer was off-line, disconnected from the internet, updated, or modified.
If you find you are not receiving orders in Monsoon from a marketplace, log into your marketplace account and verify there are orders placed on that marketplace.
If you find there are orders on the marketplace which aren't appearing in Monsoon, please be aware there is a delay between when the order is placed and when it is imported into Monsoon. This delay can be anywhere from 15 minutes to a couple of hours. If the Order Retrieval job times in your Event Viewer are current, then the orders have probably not yet been sent by the marketplace to Monsoon. Also if you sell on AbeBooks, Abe's file processing typically takes the longest of all markets. So orders from this market take more time to appear in Monsoon than the other markets.
If you find that you have marketplace orders that are not reaching Monsoon and it has been an hour or two since you were notified of the order on the marketplace, please try the following:
First, reboot your computer (server). Often times this will correct the issue. Note: If you are running more than one workstation, you need to reboot the server, or Primary Monsoon machine.
Verify that Amazon is not experiencing technical difficulties. Typically, an alert box will appear on the main Seller Central page if this is the case.
Verify your system clock is accurate as orders are time sensitive and can be affected by the incorrect date and time of your Monsoon computer.
Disable your antivirus/firewall programs as your "Monsoon Worker" service may be blocked or quarantined by these programs. Configuring Monsoon as an exception in the antivirus/firewall settings will keep Monsoon from being blocked or quarantined.
Within about 45 minutes of restarting the server, you should begin to see the orders come through. If none of these options work or if you find this issue occurring repeatedly, please contact Monsoon Support.
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