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Connection & Data Status

How to check whether your Shopify connection is working and your data is current.

How to check data freshness​

The Last Synced timestamp on the dashboard shows when Synplex last completed a full reconciliation or manual sync. Use it as your first check whenever data looks off.

Last syncedStatusWhat to do
Less than 24 hours ago✅ FreshNothing needed
24–72 hours ago⚠️ StaleGo to Settings → Sync and trigger a manual sync
More than 72 hours ago❌ ProblemTrigger a manual sync — if the timestamp still doesn't update, contact support

Important: The timestamp only updates during reconciliation and manual syncs. Webhook updates happen in real time and do not change the timestamp. This means data can be fully current even if the timestamp looks a few hours old — if stock changed in Shopify and the change appears in Synplex, the webhook worked correctly regardless of what the timestamp shows.

How Synplex keeps data current​

Synplex uses three layers to keep your data in sync with Shopify:

Webhooks (real time) — whenever you change stock, add a product, or update a price in Shopify, Shopify sends a webhook to Synplex and the change appears within seconds. This is the fastest path and handles the majority of day-to-day updates.

Daily reconciliation (overnight) — every night Synplex pulls all data from Shopify, reconciles it against what is stored, and recomputes all product metrics from scratch. This is the safety net that catches any changes webhooks may have missed and ensures metrics like Grade, Days to Stockout, and Reorder Quantity are always based on a fresh baseline.

Manual sync (on demand) — available any time via Settings → Sync. Use it when you want an immediate refresh — for example after a bulk update in Shopify or before an important meeting.

All three layers are read-only. Synplex reads from Shopify; it never writes stock quantities back.

Connection health signals​

Connection is healthy ✅​

  • Last Synced timestamp updated within the last 24 hours
  • Manual sync completes and updates the timestamp
  • Changes made in Shopify appear in Synplex shortly after
  • No error messages visible in the app

No action needed.

Something may be off ⚠️​

  • Last Synced is 24–72 hours old
  • You made changes in Shopify but they haven't appeared yet
  • Manual sync is taking longer than usual

Trigger a manual sync via Settings → Sync and wait for it to complete.

Connection problem ❌​

  • Last Synced is more than 72 hours old and does not update after a manual sync
  • Manual sync completes but the timestamp does not change
  • The same data mismatch persists across multiple syncs
  • Error messages about the Shopify connection appear repeatedly

Contact support — see When & How to Contact Support. Include a screenshot of the Last Synced timestamp and the time you attempted the manual sync.

When to trigger a manual sync​

Do trigger a manual sync when:

  • You made a bulk update in Shopify and want to see it in Synplex immediately
  • You are about to make an important replenishment decision and want the freshest possible data
  • You are troubleshooting a data discrepancy as your first step

Do not trigger a manual sync when:

  • Data already looks current — daily reconciliation and webhooks handle this automatically
  • You are checking the dashboard as part of your normal routine — no action is needed unless something looks wrong
  • A sync is already in progress — triggering another will queue it unnecessarily

Typical freshness patterns​

You update stock in Shopify at 3 PM The webhook fires immediately. Synplex reflects the change within seconds. The Last Synced timestamp may still show this morning — that is normal. The data itself is current.

Monday morning, Last Synced shows Saturday evening Daily reconciliation ran over the weekend. Unless you made changes in Shopify on Sunday that haven't appeared, this is fine. If you want to confirm, trigger a manual sync.

Last Synced shows 4 days ago This is outside the normal window. Trigger a manual sync. If the timestamp updates, you are back to normal. If it does not update, contact support.

Responsibilities​

Synplex is responsible for maintaining the connection — webhook registration, API authentication, retry logic on failures, and running the nightly reconciliation. If the connection breaks, that is on us to fix.

You are responsible for verifying that data looks right, triggering a manual sync when you need an immediate refresh, and reporting issues to support if something persists.