gelatosupport

Hello Joel,

Thank you for getting in touch with us. To investigate this further, we kindly ask you to reach out to us directly with the additional details:

1. The Gelato App Status information. You can find instructions for this here: Gelato WooCommerce App Health Status Check and Webhooks.
2. A list of any third-party plugins currently active on your WooCommerce site.

You can share this information with us via live chat by following this link: Contact Gelato Support or email at [email protected]

Once we have these details, we’ll escalate the issue to our technical team to ensure a thorough investigation.

Thank you for your cooperation, and we look forward to resolving this.

Best regards,
Bart
Gelato Support Team

Hello!

Thank you for reaching out and for providing such detailed information about the issue. I understand how frustrating it can be to have some variations missing, especially after troubleshooting and updating everything.

Our development team has reviewed your case earlier, after further checking and we believe this could be related to unsupported characters in the variant options. To ensure that all 22 variations appear, please double-check that the variant options only use alphanumeric characters (letters and numbers), avoiding special characters. This could help resolve the discrepancy you’re experiencing with the variations not appearing consistently.

It’s great to hear that your first two products after the update loaded with all 22 variations! This suggests the setup works under certain conditions, which may point to specific elements in the variant options as potential triggers for the issue.

If this doesn’t solve the problem, we’d love to take a closer look. Could you reach out to us at [email protected] with more details on the exact variants and any additional information you think might be helpful? This will allow our team to dig deeper and provide more targeted support.

Thank you again for your patience, and we look forward to helping you resolve this!

Best regards,
Michal
Gelato Support Team

Hello Matt,

Thank you for reaching out. The setup for free shipping is fully controlled by WooCommerce. While you can publish your products with free shipping from the Gelato dashboard, this option does not include specific rules such as ‘spend $50 and get free shipping.’ These rules can be configured in your WooCommerce account settings. For more information, please refer to the WooCommerce help center:
https://woocommerce.com/document/free-shipping/

Feel free to reach us at?[email protected]?if you require any further assistance.

Best regards,

Bart
Gelato Support Team

Hi Jochen,

Thank you for your message.

Our development team investigates the possibility of implementing of Global attributes for WooCommerce in the future, but we cannot provide any timeline at the moment.

We’ve checked and there are other Google Merchant plugins, which you can use to include the custom product attributes instead of the global ones.

These are the ones along with how to map custom product attributes. You could use one of these instead of the current plugin you are using:

• CTX Feed – WooCommerce Product Feed Manager Plugin
  • https://www.youtube.com/watch?v=7lnumnDpz0M
• https://www.ads-software.com/plugins/woo-product-feed-pro/#description
  • https://www.youtube.com/watch?v=JDs_C0PhaLU

If you still want to use the current WooCommerce official Google feed plugin, then you can try to use custom fields mapping as this plugin does not support custom product attributes (individual product attributes). You could refer to:

Google Listings & Ads attribute mapping use cases

Google Listings & Ads

Feel free to reach us at [email protected] if you require any further assistance.

Best regards,

Michal

Gelato Support Team

Hi Pierre,

Thank you for asking. If you would like use our Woocommerce integration and send us such custom files, the option you are looking for is only available as part of Gelato+ Gold subscription plan.

You could refer to the related help center article here. This article provides a comprehensive guide on how to automate your order fulfillment process using remote file storage. By connecting your storage solution to your Gelato account, you can streamline your workflow.

The option you’ve mention for our API V4/ orders is meant for our Open API integration. The Open API integration and the related documentation is meant for custom-built websites, so not for e-commerce platforms we offer direct integrations with. Feel free to contact us via email at [email protected] or via live chat https://support.gelato.com/en/articles/8996073-how-do-i-contact-gelato

Best regards,

Michal,

Gelato Support Team

Hi Dave,

Thank you for reaching out.
The logs you provided indicate that the plugin has not connected properly due to webhook failure.

We’d recommend resetting the Gelato plugin as described below:

1. Go to “Gelato” -> “Status.”
2. Locate and click the “Reset plugin” button at the bottom left. This action disconnects your store from Gelato and removes the associated API and webhook settings.
3. Reconnect your store to Gelato to re-establish the integration.

You can find more details about this error in our Help Center article: https://support.gelato.com/en/articles/8996502-gelato-woocommerce-app-health-status-check-and-webhooks

The article also contains next steps that should be performed if the above process doesn’t help.

You can also get in touch directly with our support team at [email protected] or via live chat.

Best regards,
Gelato Support Team

Hello,

Thanks for reaching out.

WooCommerce live rates are not listed on the comparison chart as they are available in the free plan and do not require additional subscriptions. The feature comparison chart primarily highlights additional features available with a subscription, whereas live rates for WooCommerce are a standard offering across all plans. If you have any further questions or need assistance, feel free to ask.

Best regards,
Bart
Gelato Support Team

Hello,

Thank you for reaching out to us about the issues you’ve experienced with the Gelato app. I’ve located your account and reached out to you directly for further details on the affected products to investigate this matter.

Your feedback is invaluable to us, and we’re committed to resolving this matter promptly to ensure you have a seamless experience with the Gelato app.

If you have any further questions or concerns, please don’t hesitate to contact us either here or through our direct communication channels.

Best regards,
Bart
Gelato Support Team

Hi, thanks for the question. If you have an online store connected with Gelato and customer orders from your store are imported into Gelato automatically, two separate transactions take place:

1. The first is the retail transaction between your customer and you. Your customer places an order on your store and pays you using one of the payment methods you set up through your store’s payments platform. Gelato has no involvement with this transaction.

2. The second is the order fulfillment transaction between you and Gelato. When Gelato gets the order, we will charge you for fulfillment and shipping using the payment method on record (typically credit card).

These are separate transactions, and Gelato is only involved in the second. Your profit will be the difference between these two transactions. We hope this helps to clarify!

Hi there,

Sorry to hear about the trouble you’re facing. For this topic we’d recommend reaching out directly to the WooCommerce support team.

We’re including some links to guides and previous support threads that should help get you started: https://woocommerce.com/document/woopayments/startup-guide/#section-3
https://www.ads-software.com/support/topic/sorry-it-seems-that-there-are-no-available-payment-methods-for-your-state-12/
?https://www.ads-software.com/support/topic/no-available-payment-methods-for-your-state-20/

Best regards,
Team Gelato

Hi there,
Thank you for your 5-star review! We’re glad to hear that the plugin is working smoothly, and that you’ve found our support helpful when needed.
Should you ever have questions or need further assistance, please feel free to reach out – we’re available 24/7. Thanks again for choosing Gelato!
Kind regards,
Kyle
Head of Customer Service

Hi there,

Thank you for the positive feedback! We’re delighted to hear that you appreciate the mockup and pricing setup of Gelato’s product creation. It’s fantastic that you’re enjoying the benefits of international manufacturing and seamless integration with Etsy. If you have any suggestions or need assistance, feel free to reach out.?

We’re constantly striving to improve our services so we appreciate the suggestions and feedback as it helps guide us. If you ever need assistance or have any questions, please don’t hesitate to reach out – we’re available 24/7.?

Kind regards,
Kyle
Customer Service Manager

Hi there,

Thank you for your kind words! We’re thrilled to hear that you’ve had an awesome experience with Gelato’s customer service and found our plugin/platform easy to use.
Our goal is to provide a seamless experience for our valued customers like you, and we’re constantly striving to improve! If you ever need assistance or have any questions, don’t hesitate to reach out – we’re available 24/7.?

Kind regards,
Kyle
Customer Service Manager

Hi there,

Thanks for taking the time to leave us this review, and for your positive feedback! We’re delighted to hear that your experience with our integration has been “smooth sailing”.

We continue to work on strengthening our integrations, and also on releasing new features that will help you grow your business, so you can focus on designing and selling!

We’re available 24/7 if you have any questions or concerns.

Kind regards,
Kyle
Customer Service Manager

Hi there,

Thanks for the review, and taking the time to share your positive feedback! It’s great to hear that you found our integration process simple and fast. Our goal is to make it smooth for our users to integrate with our platform and focus on designing and selling products!

If you have any questions or concerns, feel free to reach out to our customer support team for assistance – we’re available 24/7.

Best regards,
Kyle
Customer Service Manager