---
title: "Why was my order skipped?"
url: "https://support.iex.dk/en/article/new-article-2b782fe9-c0ac-4193-83af-6b12e3ec59f0"
language: "en"
last_updated: "2026-07-10T12:50:07.947Z"
---

# Why was my order skipped?

Typical reasons for skipped orders

### 1\. The order was created before the integration start date

#### Reason for skipping it:

The integration generally only processes orders created **after** the date the integration was activated. It therefore does not automatically transfer historical orders.

#### Solution

If you wish to transfer older orders, IEX can perform a retroactive run. A retroactive run can be ordered from IEX Support and costs **750 kr. excl. VAT**

[Order retroactive run here.](mailto:support@iex.dk)

### 2\. The order does not have the correct order status

#### **Reason**

The integration only transfers orders when they have one of the order statuses selected under **Synchronize by order status**. If the order is in a different status, it will be skipped.

#### **Solution**

1.  Open **System Settings** for the accounting integration.
2.  Find **Synchronize by order status**
3.  Add or remove the order statuses that should trigger a transfer.

### 3\. Order updates are not enabled

#### **Reason**

If the integration is only allowed to create new orders, but not update existing ones, subsequent changes to the order will be skipped.

#### **Solution**

We recommend that you allow order updates so that the integration can follow the order through its various stages.

1.  Open **System Settings** for the accounting integration.
2.  Find **Enable updating of order/invoice drafts**
3.  Check the setting.

### 4\. Product updates are not enabled

#### **Reason**

If the integration is not allowed to update existing products in the accounting system, it can only create new products. This can lead to duplicates or mean that product changes are not transferred.

If the webshop is the system where product data is maintained, we recommend activating product updates.

1.  Open **System settings** for the accounting integration.
2.  Activate **Allow product updates**
3.  Select the product fields the integration is allowed to update.

> **Note:** Only activate this function if the webshop is the primary source of your product data.

### 5\. Creation or update of customers is not enabled

#### **Reason**

If the integration is not allowed to create or update customers in the accounting system, the necessary customer information cannot be transferred. Therefore, this part of the processing is skipped.

#### **Solution**

1.  Open **System settings** for the accounting integration.
2.  Activate **Allow customer creation**
3.  Activate **Allow customer updates**
4.  Select which fields the integration is allowed to update, and how customers should be matched.

> **Note:** It is possible to have different settings for B2B and B2C customers.

### 6\. The order has already been transferred and booked

#### **Reason**

If the order has already been transferred to the accounting system and the invoice has been posted, the integration will not attempt to transfer it again.

This is often seen when testing the integration with an order that has already been processed.

#### **Solution**

Instead, create a new test order when testing the integration.  
[**Read more:** *How to test your integration (test run)*](https://https//support.iex.dk/da/article/sadan-tester-du-din-integration-testkorsel)

### Still having problems?

If you continue to experience errors after a test run, we recommend reviewing the integration log and checking for any error messages or warnings.

The more precise information you can share about the order and the error, the faster the problem can be identified.

#### Do you need support?

Contact IEX Support, and we will help you further.  
**E-post:** [support@iex.dk](mailto:support@iex.dk)  
**Tlf:** [32224344 - tast 2](tel:004532224344)  
*Mon-Thu 9:00-15:00*  
*Friday 9:00-14:30*

#### Do you want to avoid configuring the integration yourself?

We also offer setup assistance, so you can get started quickly.  
[**Order setup**](https://app.iex.dk/#/home)