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Popular articles Welcome To Gelato! Getting Started with Manual Orders Getting Started with Shopify Getting Started with Etsy Getting Started with WooCommerce Getting Started with Wix Getting Started with Squarespace Getting Started with BigCommerce Why do Packaging Insert and Branded Label matter? Don’t they just increase costs? Are Packaging Insert and Branded Label available with all subscription plans? Are Packaging Insert and Branded Label available for all products and regions? Can I select to deliver Packaging Insert and Branded Label only to a specific country? Can I activate a Packaging Insert and/or Branded Label at a product type level (e.g. Poster) or at a variant level (e.g. Museum-Quality Matte Paper Poster)? How can I check your product price? What is the design editor? What are the design requirements for PDF uploads? How can I save my design in Gelato? How does the integration with Getty Images work? How does the integration with Shutterstock work? What print products do you offer? What's the difference between Ready-to-Hang Framed Posters and Framed Posters? Frames & Hangers - Stock Status Why do I get charged VAT/tax on some orders and not others? How do I add Gelato products to my Shopify store? How do I move my existing Shopify products to Gelato? How can I import orders from Shopify? How can I order customized designs through Shopify? Can I add a new variant to an existing product in Shopify? How can I delete a product or variant from my Shopify store? How do I set up shipping in Shopify? Why aren't my customers charged an extra shipping fee for additional items (Shopify)? How do I automatically apply Gelato live shipping prices to my Shopify store? How can I disable the vendor name under the product title in Shopify? How do I add Gelato products to my Etsy store? How do I move my existing Etsy listings to Gelato? How can I order customized designs through Etsy? How can I delete a product or variant from my Etsy store? How do I set up shipping for Etsy? What should I set the shipping origin to in the shipping profiles for Etsy? Do I have to list Gelato as a production partner on Etsy? How Can I Import Orders From WooCommerce? How do I add Gelato products to my WooCommerce store? How do I move my existing WooCommerce products to Gelato? How can I order customized designs through WooCommerce? Can I add a new variation to an existing product in WooCommerce? How can I delete Gelato products from my Woocommerce store? How do I set up shipping for WooCommerce? How do I automatically apply Gelato live shipping prices to my WooCommerce store? How can I import orders from Wix? How can I import orders from Squarespace? How can I import orders from BigCommerce? Where do you print locally? How quickly do you deliver? How do I estimate the price for shipping? Where can I find the flat rates for shipping? How do I see where a specific product is being printed? I receive an error message when I try to place an order. What should I do? How do I place a manual order via the Gelato Dashboard? How do I check the order status in the Gelato Dashboard? How do I check estimated delivery date and tracking in the Gelato Dashboard? What is the manual order approval workflow? What is our default order approval workflow? Email Notification from Gelato: Order [123] is on hold - Action required How do I contact Gelato? Do you offer 24/7 customer support? What is your return policy and quality guarantee? How do I report a problem with my order? What is Gelato+? Gelato+ Subscription FAQs

Gelato Woocommerce app health status check and webhooks

If you experience technical issues with your Woocommerce integration and Gelato app you can check the status of the Gelato app via your Wordpress/Woocommerce dashboard. It can be found in section  Gelato app → Status

Copying the Gelato app status

In case of any problem with the app, please send our customer service team a copy of the content of the status page. Please see the image attached below as a reference.

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Webhooks

In addition to the above, please also provide us with a screenshot of your Woocommerce webhooks page. There should be six webhooks like in the following screenshot. You can find this page as follow: Woocommerce -> Settings -> Advanced -> Webhooks

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Webhook Logs

If all six webhooks are present like in the above screenshot but you are facing issues connecting your store or orders to Gelato, our technical team will find the webhook logs useful. You can find this log from Woocommerce > Status > Logs:

Screenshot_2021-11-23_at_22.27.30.png

Resetting your Connection to Gelato and Troubleshooting

  • WooCommerce Webhooks => FAIL

Please go to section GelatoStatus and check the connection with Gelato. If shown as FAIL, please click on the Reset plugin button on the bottom left-hand side. Gelato REST API and Webhooks in WooCommerce advanced settings will be removed. Next, try to connect the store again to Gelato.

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Alternatively, you can deactivate Gelato integration for WooCommerce in the Plugins section. It will trigger Gelato REST API and Webhooks in WooCommerce advanced settings to be removed.

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Please note that the reset plugin button or plugin deactivation works in the same way. The only difference is that after plugin deactivation you need to press Activate back again to make the plugin active. 

  • Check site redirection => FAIL

Please go to WordPress -> Settings -> General and change the domain in the configuration to HTTPS from HTTP and set up SSL. You could refer to https://woocommerce.com/document/ssl-and-https/

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