Linnworks

For: Account owners, administrators and agents who look up orders in Linnworks·Requires: Every plan; the Admin permission to connect Linnworks and to choose order references·Screenshots show sample data

A customer writes about an order, and the answer is in Linnworks: whether it was picked, which folder it sits in, what the warehouse noted. Connect Linnworks and Replyco looks each order up there, shows the Linnworks order next to the ticket, keeps the order’s notes in step, marks the order in Linnworks when the ticket is resolved, and lets your rules tag, park or lock the order without anyone leaving Replyco.

What it does

Linnworks holds your orders from every channel, but your team answers customers in Replyco. Without a connection, every order question means a second window, a search in Linnworks, and a note copied back by hand.

When Linnworks is connected, Replyco asks Linnworks about the orders it already knows from your marketplaces, webstores and mailboxes, and adds the Linnworks order number, its folders and its notes to them. From there:

• Every ticket about a Linnworks order shows that order, with its Linnworks number, its folders and icons to open, sync and invoice it. Linnworks in your tickets.
• You decide, per channel account, which Linnworks reference fields Replyco compares with an order number. Order references per channel account.
• Rules can tag, lock or park the ticket’s Linnworks order the moment a message matches. Linnworks actions in rules.
• Linnworks shows your team which orders have an open ticket: Replyco adds an identifier and a link to the ticket. What Replyco writes to Linnworks.

Everything Replyco changes in Linnworks is visible there: the identifiers on the order, the internal note with the ticket link, and the order’s own audit trail, which you can also read from the ticket.

Before you start

Requirement	Details
Plan	Every plan. Linnworks is not a paid add-on. See What each plan includes.
Permission	The Admin permission, to see + Add Account in the top bar and Admin›Linnworks settings in the menu. See Invite users and set what they can do. Agents use the Linnworks data in tickets without it.
A Linnworks login that can install apps	Replyco connects through its own app in Linnworks. You sign in to Linnworks, install the app, and copy the token Linnworks shows.
One Linnworks account per company	Replyco connects one Linnworks account. A second attempt is refused with “Linnworks account already exist”.
A free account on your plan	The Linnworks account counts towards the accounts your plan allows. See Stay within your plan’s number of accounts.
Your channels connected in Replyco and in Linnworks	Replyco finds orders through your marketplace, webstore and mailbox accounts, then asks Linnworks about them. To connect a channel, see Add Account.
Cost	No charge per order or per look-up.

Good to know

Linnworks brings no messages. It is an order source: customer messages still arrive through your marketplace, webstore and mailbox accounts, and Linnworks adds its data to the orders those tickets are about.

Understanding order matching

Every order in Replyco belongs to a channel account, such as your eBay or Shopify account. Linnworks adds its data to that order when Replyco can tell which Linnworks order it is. Replyco has three ways to find it:

How the order is found	When it happens	Example
By the channel’s order number	Replyco saves an order from a marketplace or webstore, or finds the order of a new ticket	The Shopify order 610-0813064-3887956 is also in Linnworks with that reference; the ticket shows Linnworks order 6859628.
By the ticket subject and your order references	A ticket from a mailbox, or any ticket whose channel names no order	An email with the subject Order NW-10482 not arrived is matched to the Linnworks order whose reference is NW-10482.
By a number you type	You type into the Linnworks field of Order Details and select its save icon	You type 6859628 and the Linnworks order with that number is linked.

How Replyco decides

• Exactly one match, or none. When Replyco looks up a channel order number, it adds the Linnworks data only when one Linnworks order carries that number as its reference. With no match, or two or more, the order keeps only its channel data.
• The first word with a digit. For a subject, Replyco takes the first word that contains a digit, made of letters, digits, # and -. Dates such as “March 3, 2026” and times are skipped. Symbols such as #, ., : and brackets are removed before the look-up.
• Second tries. If that word contains letters, Replyco tries again with its digits only. If it has no letters but contains a dash, Replyco tries again without the dashes. For eBay accounts, an order number of two parts joined by a dash is also tried with the parts swapped and joined.
• Your order references. A subject or a typed value is compared with the reference fields you chose for the ticket’s channel account on Admin›Linnworks settings: External Reference, Reference Number, Secondary Reference and Order ID. Order ID is compared only when the value is a whole number.
• The same channel. For a marketplace or webstore account, Replyco looks only at Linnworks orders that came from that channel. For a mailbox, it looks at every Linnworks order.
• A typed number. A whole number you type is looked up as a Linnworks order number first; when Linnworks has no such order, Replyco searches your order references with it.

The first-word rule decides what happens with subjects that carry more than one number:

Ticket subject	Word Replyco uses	Next tries
Order #NW-10482 not arrived	NW-10482	10482 (digits only)
Parcel 206-4421-990 still missing	206-4421-990	2064421990 (dashes removed)
Received the 4-in-1 hub, order 10482	4-in-1	41; the order number is never reached
March 3, 2026: order 10482	10482 (the date is skipped)	none needed

What does not get matched

• Tickets from messengers: these accounts have no order references.
• Any order while the Linnworks account is blocked: Replyco leaves Linnworks out until it is unblocked.
• A channel account with every order reference switched off: Replyco does not search Linnworks by reference for it.
• A subject whose first word with a digit is not the order number, as in the 4-in-1 example.
• Orders that are not in Linnworks, for example because Linnworks does not import that channel.

Setting it up in five steps

1. Open the Linnworks tile. Select + Add Account in the top bar. On Add Account, find the group Order Management System Accounts and select Linnworks. The connection dialog opens at its first step.

2. Install the Replyco app in Linnworks. Select Authorize. Linnworks opens in a new browser tab. Enter your Linnworks email and password, tick “I Agree to the terms and conditions stated below” and select “Login”.

   

   Enter your Linnworks email and password, agree to the terms and select "Login".

   What this screenshot shows

   Screen

   ()

   Highlighted

   “”, , .

   Also visible

   Linnworks Email; Linnworks Password; I Agree to the terms and conditions stated below; Login

   Purpose

   Select “Install” to install the Replyco app.

   

   Select "Install" to install the Replyco Helpdesk app in Linnworks.

   What this screenshot shows

   Screen

   ()

   Highlighted

   “”, , .

   Also visible

   Install Application; Install, framed in red

   Purpose

   Linnworks then shows a token for the installed app; select “Copy” to copy it. Meanwhile the Replyco tab has moved to the next step.

   

   Select "Copy" to copy the token Linnworks shows for the installed app.

   What this screenshot shows

   Screen

   ()

   Highlighted

   “”, , .

   Also visible

   Application Installed; token box; Copy, framed in red

   Purpose

3. Paste the token. Back in Replyco, paste the token into Token and select Authorize. Replyco checks the token with Linnworks, saves the account and confirms with Account successfully saved..

   

   Paste the token from Linnworks into Token; Authorize checks it and saves the account.

   What this screenshot shows

   Screen

   Add Account (/integrations/add)

   Highlighted

   button “Authorize”, dialog-bottom, enabled. checks the token with Linnworks and saves the account

   Also visible

   step INFO; Token filled with a token

   Purpose

   the token step of connecting Linnworks

4. Finish. The dialog says Your Linnworks account is now ready.. Select Finish. Admin›Linnworks settings now appears in the menu, and the Linnworks account is listed on Admin›Accounts.

5. Check your order references (optional). Open Admin›Linnworks settings, select each channel account and keep, or narrow, the four references Replyco compares. All four are on for every account at first. See Linnworks settings.

Suggested rollout

Leave all four references on for the first days and open a few tickets from each channel. Where the wrong Linnworks order appears, or none, narrow that account’s references to the field your channel fills in Linnworks. Add Linnworks actions to your rules only after the orders match reliably, because a rule acts on whichever order the ticket shows.

Every setting, explained

The Linnworks connection has three settings: the token you connect with, the order references of each channel account, and the company switch for notes.

Token, pasted from Linnworks

Where

Admin›Accounts › + Add Account › Linnworks › second step, INFO. Saved with Authorize.

What

The token Linnworks shows after you install the Replyco app. The field is required: an empty field is refused with You must complete ALL FIELDS in order to save this account!. Replyco exchanges the token with Linnworks for a session and names the account Linnworks Account followed by the full name of the Linnworks user who installed the app. When the session expires, Replyco renews it with the same token, so you do not sign in again. When Linnworks does not accept the token, the account is not saved; copy the token again from Linnworks.

Why

A token from the app installation lets Replyco read and update your Linnworks orders without storing your Linnworks password.

The last step confirms the Linnworks account is ready; Finish closes the dialog.

What this screenshot shows

Screen

Add Account (/integrations/add)

Highlighted

button “Finish”, dialog-bottom, enabled. closes the dialog

Also visible

step FINISH; message: Your Linnworks account is now ready.

Purpose

the result of connecting Linnworks

Order references, per channel account

Where

Admin›Linnworks settings. Select a channel account on the left, then the field Order references on the right. Saved with Save Changes; switching to another account before saving drops the change.

What

Four Linnworks reference fields, each on or off: External Reference, Reference Number, Secondary Reference and Order ID. All four are on for every account by default. Replyco compares a subject word or a typed value with every reference that is on, and uses the first Linnworks order that matches. Order ID is Linnworks’ own order number and is compared only with whole numbers. Deselect all switches all four off; with none on, Replyco does not search Linnworks by reference for that account. The screen lists your marketplace, webstore, mailbox and phone accounts; messengers and order management systems are not listed. A change applies to the next look-up; orders already linked keep their data.

Why

Channels fill different Linnworks fields. Comparing only the field your channel fills stops a number from one field matching an unrelated order in another.

Account’s references	Value found	Linnworks order	Result
All four on	10482	Reference Number 10482	Matched
All four on	10482	Order ID 10482	Matched
Only External Reference	10482	Reference Number 10482	No match
Only Order ID	NW-10482	Order ID 10482	No match for NW-10482; the digits-only retry 10482 matches
None	any	any	No search by reference

Order references decide which Linnworks order fields Replyco compares with an order number from this account.

What this screenshot shows

Screen

Linnworks settings (/linnworks-settings)

Highlighted

“”, right-card, expanded. ticks or clears a reference for the selected account

Also visible

5 channel accounts, eBay account selected; options Deselect all, External Reference, Reference Number, Secondary Reference, Order ID (all ticked); Save Changes button

Purpose

the one setting of the Linnworks connection

Auto-sync notes from order management systems, the company switch for notes

Where

Admin›Company Settings › General. The switch appears only while an order management system is connected. Admin›Company Settings needs the Admin permission with Edit rights.

What

On: whenever someone opens the Order notes of a ticket, Replyco syncs them with Linnworks in both directions. Off: notes sync only when someone selects Sync Notes with Linnworks. See Sync order notes with your order management system.

Why

Your warehouse writes in Linnworks and your agents write in Replyco. The switch keeps both sides on the same page without a click.

How the settings combine

References of the account	Account type	Result
At least one on	Marketplace or webstore	Subject words and typed values are compared with those fields, among Linnworks orders from that channel
At least one on	Mailbox	Compared with those fields, among all Linnworks orders
None on	Any	No search by reference; orders found by the channel’s own number still get their Linnworks data

Which should I choose?

Keep all four references on unless a channel shows wrong matches. Mailboxes search every Linnworks order, so they gain most from a narrow set, such as only the reference your webstore writes into Linnworks.

Linnworks in your tickets

Where	What you see	When
Order Details	Linnworks Order ID as a link to the order in Linnworks, and Linnworks Folder Names	The order is known to Linnworks and the fields are turned on
Header of Order Details	Icons Show full Linnworks Order, Sync Order from Linnworks and Download Invoice from Linnworks	Linnworks is your only order management system with a number on this order
⋮ in the same header	Sync from Linnworks, Show full Linnworks and Download Invoice from Linnworks	You have more than one order management system
Notes › Order	Notes from Linnworks and Sync Notes with Linnworks	The order is known to Linnworks

The order panel

Order Details in the ticket’s right panel shows the order the ticket is about. When Linnworks knows it, the panel adds Linnworks Order ID, which opens the order in Linnworks, and Linnworks Folder Names, the Linnworks folders the order is in, or N/A. These two fields are hidden by default; turn them on with the gear, Edit fields visibility, for yourself or for all users. Sync Order from Linnworks fetches the order again from Linnworks, for example after the warehouse has dispatched it. To read every part of the panel, see Check the order and link another.

Why: the agent sees the warehouse’s view of the order before answering “where is my parcel?”.

With Linnworks connected, the order panel shows the Linnworks order and three Linnworks icons.

What this screenshot shows

Screen

Order Details (/ticket/:threadId)

Highlighted

“”, order-panel-header, enabled. fetches the order again from Linnworks

Also visible

icons: show full / sync / download invoice for Linnworks; Linnworks Order ID 6859628 (link); Linnworks Folder Names: Exchanges

Purpose

Linnworks in the ticket's order panel

The full Linnworks order

Show full Linnworks Order opens Full order details: the order exactly as Linnworks holds it, read-only, with Linnworks’ own field names in English, such as Num order id, General info, Shipping info, Customer info, Items and Totals info, and the order’s audit trail with dated entries.

Why: everything Linnworks knows, including when the order was processed and by whom, without signing in to Linnworks.

Show full Linnworks Order opens the complete Linnworks order, including its audit trail further down.

What this screenshot shows

Screen

Full order details (/ticket/:threadId)

Highlighted

dialog “Full order details”, dialog, open. shows the Linnworks order read-only

Also visible

Main: Num order id 6859628; General info: Source SHOPIFY; Shipping info; Customer info; Address; Totals info

Purpose

the full Linnworks order from the ticket

Linking a Linnworks order by hand

When a ticket has no order, Order Details offers a field for each order management system. Type the Linnworks order number into the Linnworks field and select the save icon in the field. Replyco links the order, writes it to the ticket’s history, and marks the Linnworks order with the “Unresolved Ticket” identifier. A value that is not a Linnworks order number is compared with the ticket account’s order references instead. While the Linnworks account needs attention, the field is disabled and shows Perform a relogin of the integration before searching for orders.

Why: a customer who writes from a new address, or without an order number in the subject, can still be linked to the right order.

When no order is linked, type the Linnworks order number and select the save icon in its field.

What this screenshot shows

Screen

Order Details (/ticket/:threadId)

Highlighted

textbox “”, order-panel, filled with 6859628. the save icon links the Linnworks order

Also visible

magnifier: Automatically search order; Enter Marketplace Order# (empty); Enter Linnworks Order ID: 6859628

Purpose

link a Linnworks order by hand

Order notes

The Order tab under Notes holds the notes of the ticket’s order. With Linnworks, the notes sync in both directions: notes written in Linnworks appear in Replyco with an info icon that reads “Synced from Linnworks”, and notes written in Replyco are added to the Linnworks order. Sync Notes with Linnworks runs the sync at once.

Why: the warehouse and the support team read the same notes, whichever system they work in.

Order notes sync with Linnworks both ways; the info icon marks a note that came from Linnworks.

What this screenshot shows

Screen

Notes (/ticket/:threadId)

Highlighted

button “Sync Notes with Linnworks”, notes-order-tab, enabled. syncs the order's notes with Linnworks now

Also visible

Order tab with 2 notes; note synced from Linnworks with info icon; Add New button

Purpose

order notes and Linnworks

The Linnworks invoice

Download Invoice from Linnworks asks Linnworks to print the order’s invoice to PDF with your Linnworks invoice template. The PDF opens in a new browser tab and is also kept under Attachments in the ticket’s right panel. A ticket keeps one invoice; downloading again replaces it when the invoice has changed. Files under Attachments are not sent to the customer; to send the invoice, attach it to your reply.

Why: customers ask for invoices often, and the template you set up in Linnworks is the one they should receive.

The Linnworks order number in replies

The placeholder #linnworks_order_id# puts the order’s Linnworks number into a template or reply. It is offered only while Linnworks is connected. To set the text used for tickets without a Linnworks order, see Snippets and placeholders.

Beyond the ticket

• Orders shows Linnworks Order Number and Linnworks Folder Names for every order Linnworks knows.
• The ticket report can include Linnworks Order Id; see Reports.

What Replyco writes to Linnworks

Where

In Linnworks, on the order linked to a ticket. Nothing to switch on.

What

Replyco creates two identifiers in your Linnworks account the first time it needs them, “Unresolved Ticket” and “Resolved Ticket”, each with a Replyco image. A Linnworks order gets “Unresolved Ticket” when it is linked to a ticket and each time the customer writes again; it gets “Resolved Ticket” when you resolve the ticket, alone or in bulk, or when a rule resolves it. Reopening the ticket switches the order back to “Unresolved Ticket”. With the identifier, Replyco adds an internal note to the Linnworks order that links to the ticket: Ticket in Replyco https://app.replyco.com/ticket/…. The note is added once per ticket, and not when the Linnworks order already has 234 notes or more.

Why

Warehouse staff filtering Open Orders in Linnworks see at a glance which orders have a customer waiting, and can open the conversation from the note.

• A customer asks to change the delivery address: the order shows “Unresolved Ticket”, so the warehouse knows to check the ticket before dispatch.
• The ticket is resolved after the replacement is sent: the identifier changes to “Resolved Ticket”.
• The customer writes again a week later: the order is back to “Unresolved Ticket”.

Resolving in Replyco does not change the order status in Linnworks

The identifiers and the note are markers. Replyco does not cancel, process or hold a Linnworks order when a ticket is resolved; use a rule’s Linnworks actions for that.

Linnworks actions in rules

Where

Tools›Automation › Rules, in a rule’s Actions: Change Order Tag, Change Order Lock State and Change Order Park State. They appear only while Linnworks is connected.

What

Change Order Tag sets tag 1 to 6 on the ticket’s Linnworks order. Change Order Lock State sets Lock or Unlock. Change Order Park State sets Park or Unpark. The actions run when the rule matches an incoming message, and when you run rules on tickets from a ticket list, after the rule’s ticket actions. They act only on tickets whose order is known to Linnworks. A rule that sets the ticket status to resolved also sets the “Resolved Ticket” identifier. To write rules, see Rules for incoming tickets.

Why

Stop an order before it is picked, the moment a customer asks to cancel it, even at night.

• Message text contains cancel → Change Order Park State: Park.
• Message text contains wrong address → Change Order Lock State: Lock, and allocate the ticket to your orders team.
• Subject contains return → Change Order Tag: 3, the tag your warehouse uses for returns.

With Linnworks connected, a rule can tag, lock or park the ticket's Linnworks order.

What this screenshot shows

Screen

Create Rule (/tickets-automation?tab=rules)

Highlighted

“”, actions, Park selected. parks the Linnworks order when the rule matches

Also visible

Change Order Tag; Change Order Lock State; Change Order Park State: Park

Purpose

Linnworks actions in rules

Park and the order tag share one value in Linnworks

In Linnworks, parking an order is itself one of the order’s tags. A rule that both parks the order and sets a tag leaves the order with the tag, because Replyco parks first and tags second, and a rule that runs later replaces the park with its tag in the same way. If an order must stay parked, do not tag it as well.

Linnworks on the Accounts screens

Add Account, the Linnworks tile

Linnworks is the first tile under Order Management System Accounts. Replyco connects one Linnworks account per company. To see every channel you can connect, see Add Account.

Linnworks is the first tile under Order Management System Accounts on Add Account.

What this screenshot shows

Screen

Add Account (/integrations/add)

Highlighted

button “”, oms-group, enabled. opens the Linnworks connection dialog

Also visible

Mailbox Accounts: Gmail, Email, Outlook; Order Management System Accounts: Linnworks, ChannelAdvisor, Veeqo, Katana, Billbee, Brightpearl

Purpose

entry point of connecting Linnworks

The connection dialog

The dialog has three steps: AUTHORIZE, INFO and FINISH. The first step says Add Linnworks account to sync orders, statuses and many more.; Authorize opens the Linnworks app installation in a new tab and moves the dialog to INFO. Need help? opens help for this step.

Authorize opens Linnworks in a new browser tab, where you install the Replyco app.

What this screenshot shows

Screen

Add Account (/integrations/add)

Highlighted

button “Authorize”, dialog, enabled. opens the Linnworks app installation in a new tab and moves the dialog to the INFO step

Also visible

step AUTHORIZE of 3; text: Add Linnworks account to sync orders, statuses and many more; Need help? link

Purpose

first step of connecting Linnworks

The Linnworks account on Accounts

Admin›Accounts lists the Linnworks account with the others; it brings no messages of its own. When Linnworks stops accepting Replyco, the account is blocked, you receive the blocking notice by email, and Replyco leaves Linnworks out until you act: select Unblock in the account’s details. If Linnworks blocks it again, delete the account with Delete Account and connect Linnworks again with a new token. Deleting the Linnworks account keeps your tickets and orders, because they belong to your channel accounts. See Unblock an account and Delete an account.

Linnworks settings in the menu

Admin›Linnworks settings appears only while a Linnworks account is connected, and only for users with the Admin permission. The screen holds the order references of every channel account; see Linnworks settings.

What you need to know

Topic	Fact
One per company	One Linnworks account per Replyco company.
Plan	Every plan; the account counts towards your plan’s number of accounts.
Default references	All four order references are on for every channel account.
Tags	Rule tags 1 to 6; parking is a tag of its own in Linnworks.
Matching	Linnworks data is added only when exactly one Linnworks order carries the channel’s order number.
Subjects	Only the first word containing a digit is used.
Over time	Changed references apply to the next look-up; orders already linked keep their Linnworks data.
Blocked account	While blocked, Linnworks is left out: no new matches, identifiers or rule actions; the Linnworks order field in tickets is disabled.
Deleting	Removes the menu item, the rule actions and the Linnworks fields; tickets, orders and the Linnworks data already saved on orders stay.
Language	Linnworks data, the full order’s field names, the identifiers and the note in Linnworks are in English.
Customers	Customers see nothing of Linnworks unless you send #linnworks_order_id# in a reply.

Frequently asked questions

General

What does the Linnworks connection do in Replyco?

It adds the Linnworks order number, folders and notes to orders Replyco already knows from your channels, shows the Linnworks order in each ticket, marks orders with open tickets in Linnworks, and gives rules actions to tag, lock or park the Linnworks order. It brings no messages.

Does Linnworks bring customer messages into Replyco?

No. Linnworks is an order source only. Customer messages still arrive through your marketplace, webstore and mailbox accounts under Admin›Accounts, and Linnworks adds its data to the orders those tickets are about.

Which plan do I need for Linnworks?

Every plan includes the Linnworks connection. The Linnworks account counts towards the number of accounts your plan allows, like any other account under Admin›Accounts.

Can I connect two Linnworks accounts?

No. Replyco connects one Linnworks account per company and refuses a second one with “Linnworks account already exist”. To switch to another Linnworks account, delete the first under Admin›Accounts and connect again.

Setup

Who can connect Linnworks?

Users with the Admin permission. They see + Add Account in the top bar and the Admin menu. Agents without it use the Linnworks data in their tickets but cannot connect or change the connection.

Where do I get the token for the Linnworks connection?

From Linnworks. On the Linnworks tile in Add Account, select Authorize; Linnworks opens in a new tab, you install the Replyco app, and Linnworks shows a token. Copy that token into Token in Replyco and select Authorize.

Replyco says I must complete all fields. What is missing?

The token. The INFO step has one field, Token, and Replyco refuses to save with You must complete ALL FIELDS in order to save this account! while it is empty. Paste the token Linnworks showed after installing the Replyco app.

Do I have to sign in to Linnworks again later?

No. Replyco keeps the token from the app installation and renews its Linnworks session with it on its own. Only if Linnworks stops accepting the token is the account blocked; then unblock it, or delete it and connect again.

What name does the Linnworks account get?

Replyco names it Linnworks Account followed by the full name of the Linnworks user who installed the app, for example Linnworks Account Henry Clarke. You see it under Admin›Accounts.

Order matching

How does Replyco know which Linnworks order belongs to a ticket?

It looks up the channel’s order number in Linnworks and uses the Linnworks order that carries it as a reference, when there is exactly one. For mailboxes it takes the first word with a digit in the subject and compares it with the order references chosen on Admin›Linnworks settings.

What are order references?

The four Linnworks fields Replyco compares with an order number: External Reference, Reference Number, Secondary Reference and Order ID. You choose them per channel account on Admin›Linnworks settings; all four are on by default.

Why was the wrong Linnworks order linked?

Replyco used the first Linnworks order whose selected references matched the number it found. Narrow the account’s order references on Admin›Linnworks settings to the field your channel fills, then link the right order by typing its Linnworks number into the Linnworks field of Order Details.

Why does a subject with a product name not match?

Replyco uses only the first word that contains a digit. In Received the 4-in-1 hub, order 10482 that word is 4-in-1, so the order number is never looked up. Type the order number into the Linnworks field of Order Details and select its save icon.

Do changed order references update tickets I already have?

No. A change on Admin›Linnworks settings applies to the next look-up. Orders already linked keep their Linnworks data; to fetch it again, select Sync Order from Linnworks in the ticket.

What happens if I switch every order reference off?

Replyco no longer searches Linnworks by reference for that channel account: subject words and typed values that are not Linnworks order numbers find nothing. Orders that Replyco finds by the channel’s own order number still get their Linnworks data.

In the ticket

Why don’t I see the Linnworks order number in the order panel?

The field shows only while Linnworks is connected and when it is turned on in the panel; it is hidden by default. Select the gear, Edit fields visibility, in Order Details and move Linnworks Order ID and Linnworks Folder Names to the visible fields.

Why are there no Linnworks icons, only a ⋮ menu?

The three icons show when Linnworks is your only order management system with a number on the order. With more than one system connected, the Linnworks actions move into the ⋮ menu of Order Details as Sync from Linnworks and Show full Linnworks.

Where does the downloaded invoice go?

It opens as a PDF in a new browser tab and is kept under Attachments in the ticket’s right panel. It is not sent to the customer; attach it to your reply to send it. Linnworks prints it with your Linnworks invoice template.

Why is the Linnworks order field greyed out?

The Linnworks account is blocked, and the field shows Perform a relogin of the integration before searching for orders when you hover it. Open the account under Admin›Accounts and select Unblock, or delete it and connect Linnworks again.

Can I send the Linnworks order number to a customer?

Yes. Add the placeholder #linnworks_order_id# to a template or reply; Replyco replaces it with the order’s Linnworks number. Set the text used for tickets without one under Tools›Fallbacks.

Rules

Why are the Linnworks actions missing from my rule?

Change Order Tag, Change Order Lock State and Change Order Park State appear under Actions only while a Linnworks account is connected. Connect Linnworks under Admin›Accounts, then open the rule again to add them.

My rule matched but the Linnworks order was not parked. Why?

The Linnworks actions act only on tickets whose order is known to Linnworks. Check that Linnworks Order ID shows a number in the ticket’s Order Details, and that the Linnworks account is not blocked under Admin›Accounts.

Which tags can a rule set?

Tags 1 to 6, the numbered tags of Linnworks orders. Parking an order is a tag of its own in Linnworks, so a rule that parks and also sets a tag leaves the order with the tag.

In Linnworks

What are the “Resolved Ticket” and “Unresolved Ticket” identifiers?

Identifiers Replyco creates in your Linnworks account and puts on orders that are linked to tickets. “Unresolved Ticket” means a customer is waiting; “Resolved Ticket” means the ticket was resolved in Replyco. Replyco switches between them as tickets are resolved and reopened.

Why does a Linnworks order have a note “Ticket in Replyco”?

Replyco adds an internal note with a link to the ticket when it marks the order with an identifier, once per ticket. It lets warehouse staff open the conversation from Linnworks. The note is not added when the order already has 234 notes or more.

Does resolving a ticket change the order in Linnworks?

Only its identifier: the order gets “Resolved Ticket”. Replyco does not process, cancel or hold the order. To park or lock an order, use the Linnworks actions of a rule under Tools›Automation.

Data and privacy

What does Replyco keep from Linnworks?

The token from the app installation, the Linnworks order number and id, the order’s folder names and the notes it syncs. The full Linnworks order is read from Linnworks each time you open it and is not stored.

What happens when I delete the Linnworks account?

The Admin menu item, the rule actions, the Linnworks fields and the icons disappear. Your tickets and orders stay, because they belong to your channel accounts, and orders keep the Linnworks data already saved. Rules keep their saved Linnworks actions, which run again only once Linnworks is connected.

Troubleshooting

Symptom	What to check
“Linnworks account already exist” when connecting	A Linnworks account is already connected. Look for it under Admin›Accounts; delete it first if you want to connect another one.
You must complete ALL FIELDS in order to save this account!	Token is empty. Paste the token Linnworks showed after installing the Replyco app.
The account is not saved after Authorize	Is the token complete and from the Replyco app installation? Copy it again in Linnworks and paste it. Does your plan have a free account? See Stay within your plan’s number of accounts.
Admin›Linnworks settings is missing from the menu	In order: is a Linnworks account connected under Admin›Accounts? Do you have the Admin permission?
A ticket shows no Linnworks data	In order: is the order in Linnworks at all? Is the Linnworks account unblocked? Are Linnworks Order ID and Linnworks Folder Names turned on with the gear? Select Sync Order from Linnworks.
An email ticket gets no order	Is the order number the first word with a digit in the subject? Is at least one order reference on for the mailbox on Admin›Linnworks settings? Type the number into the Linnworks field of the order panel.
The wrong Linnworks order is linked	Narrow the channel account’s order references to the field your channel fills, then type the right Linnworks number into the Linnworks field of the order panel.
The Linnworks order field is greyed out with Perform a relogin of the integration before searching for orders	The Linnworks account is blocked. Select Unblock in its details, or delete it and connect again. See Fix a blocked or silent account.
The Linnworks actions are missing from the rule form	Linnworks must be connected; reopen the rule after connecting.
A rule did not park, lock or tag the order	Did the ticket have a Linnworks order when the rule ran? Was the Linnworks account unblocked? Did the same rule also set a tag, which replaces the park?
No “Resolved Ticket” identifier in Linnworks	Was the ticket’s order known to Linnworks when you resolved it? Is the Linnworks account unblocked?
Notes from Linnworks do not appear	Open the Order tab and select Sync Notes with Linnworks. Check Auto-sync notes from order management systems under Admin›Company Settings.

Still stuck?

Send support the ticket number, the Linnworks order number and the time you tried. Support can see which Linnworks order Replyco matched, and whether the Linnworks account was blocked at that moment.

Related

• Order management systems
• Linnworks settings
• Add Account
• Accounts
• The ticket screen
• Rules for incoming tickets
• Orders
• Billbee