FAQ & troubleshooting
FAQ
Can we connect Power BI / ETL straight to the commerce database? No. Use API, webhooks, or Enterprise warehouse export under contract.
Is GraphQL available? Not yet — in development. Use REST /v1 + webhooks. Same auth/scopes model is planned when GraphQL ships.
Is OAuth 2.0 available for partner apps? Not yet — in development. Use scoped API keys (isk_…) today. See Authentication.
Are you SOC 2 / ISO certified? Do not assume certification from these docs. Ask Enterprise for the current assurance pack.
How do I get higher rate limits? Upgrade plan or Enterprise dedicated capacity.
*Why do I see both X-IoneShop- and x-ecom- webhook headers?* Cutover aliases — accept both until Sunset (see changelog).
Troubleshooting
| Symptom | Likely cause | Fix |
|---|---|---|
| 401 | Bad/revoked key | Rotate; check isk_test vs live host |
| 403 insufficient scope | Missing scope | Reissue key |
| 403 tenant suspended | Billing / abuse | Merchant BO / support |
| 429 | Rate limit | Backoff; reduce poll; use webhooks |
| Webhook 401 on your side | HMAC mismatch | Raw body; correct secret; header name |
| Duplicate ERP orders | Retries without idempotency | Key = order.id |
| Stale stock | Two writers | Single SoR; absolute qty |
Include X-Request-Id / request_id when contacting support.