Settings › Import and Export checks every row of your file before anything changes, and shows what will be added, updated and left out. So most import problems show up in the preview, with a reason for each row, and nothing in your store has changed yet. This page explains the file messages, each row problem, picture copying, and imports that stop part way.
Symptoms
When you choose or check a file:
- "This is a spreadsheet file. Open it, save it as CSV (comma separated), and choose that file."
- "This looks like a file from Shopify. Choose Shopify above and try again."
- "This file does not look like an export from the platform you chose. Check the file, or choose where it came from."
- "The file has more rows than your plan allows (10,000). Split it into smaller files."
- "The file is larger than 20 MB. Split it into smaller files."
- "The file has no handle column. Use the column names of a file made with EXPORT CSV on Products."
- "The file has no rows to import."
- "Another import is under way. Wait for it to finish, or cancel it."
In the preview and after importing:
- Rows with Problems, each with a reason such as "Another product already has this handle."
- "No row can be imported. Fix the problems in the file and check it again."
- "Pictures not copied: 14. Their links did not lead to a JPEG, PNG, WebP or AVIF picture, or there were more than your plan allows."
- "This import stopped: the person who started it no longer has the right."
Causes and Fixes
The File Is Not a CSV
Imports read CSV files only. An Excel workbook (.xlsx) is refused. Open it, choose Save As, pick CSV UTF-8 (comma delimited) where offered, and choose that file. Commas, semicolons and tabs between columns are all understood, and files saved by Excel on Windows are read correctly.
The Wrong Platform Is Chosen
Exported From must match where the file came from: Shopify, WooCommerce, Dukaan or Mercayo. Each platform names its columns differently. When Mercayo recognises the file, it says so ("This looks like a file from Shopify. Choose Shopify above and try again."). Otherwise: "This file does not look like an export from the platform you chose."
Make the export the way the screen describes, for example "In Shopify: Products, Export, All products, CSV for Excel." or "In WooCommerce: Products, Export, all columns and all products, Generate CSV." A file you made yourself must use the column names of a file made with EXPORT CSV on Products (choose Mercayo). See Products CSV.
The File Is Too Big
One import can have up to 20 MB, and as many rows as your plan allows: 10,000 on Starter, 50,000 on Growth, 100,000 on Scale. Split the file into parts, keeping a header row in each and all the variants of one product in the same part, and import them one after another.
Another Import Is Running
A store runs one import at a time: "Another import is under way. Wait for it to finish, or cancel it." Open its progress on the Import tab and wait, or press CANCEL ("Rows already imported stay as they are. Rows not yet imported are left out.").
Imports Are Switched Off
- "Imports are switched off for this store. Turn them on in the Settings tab." Switch on Imports in the Settings tab.
- "Mercayo has switched imports off for your store." Write to support.
Rows with Problems
Rows with problems are left out; the others import. DOWNLOAD REPORT gives every problem row with its reason. Fix them in your file and import the same file again: "rows already imported are updated, never doubled."
| Problem | How to Fix It in the File |
|---|---|
| Another product already has this handle. | Products are matched by handle. Use the existing product's handle to update it, or a new one for a new product |
| Another product already uses this SKU. / Another product already uses this barcode. | SKUs and barcodes are unique in your store; change the duplicate |
| The handle can have only a-z, 0-9 and hyphens. | Use lower-case letters, digits and hyphens: blue-floral-case |
| The row has no handle. / The product has no title. / A variant has no price. | Fill in the missing column |
| A price is not a number of rupees. / A number is not a whole number. | Write the amount in rupees with at most two decimals (1299, 1,299.50 and ₹1,299 all work); stock and other counts must be whole numbers |
| The MRP must be above the price. | Fix the MRP (compare-at) column, or leave it empty |
| An HSN code has 4 to 8 digits. | Correct the HSN code, or leave it empty |
| The status must be active, draft or archived. | Use one of those words |
| A yes or no column has something else. | Use yes or no (true/false, 1/0 and on/off also work) |
| A product can have at most 3 options. | Merge options; see Variants and Options |
| The variant's option values do not match the product's options. | Every variant row needs a value for each of the product's options |
| The product has no such variant. Add new variants in the product's page. | An update cannot add a variant to an existing product; add it in the product editor, then import |
| The variation's parent product is not in the file. | WooCommerce: export the parent product with its variations |
| No category of this name. / No collection of this name. / No brand of this name. | Create it first, or tick Make the categories, collections and brands the file names when your store has none of that name |
| Your role cannot change stock; stock was left as it is. | The row imported without its stock. Ask someone with the inventory right to import stock |
| Your role cannot do this. | Ask the owner or an admin for the right, or to import the file |
For customers:
| Problem | How to Fix It in the File |
|---|---|
| The customer has no email or phone. | Each customer needs at least one |
| This is not an email address. / This is not a phone number. | Correct it. Indian mobile numbers work with or without +91 or a leading 0 (098290 12345, +91 98290 12345); other countries need their country code |
| The address was left out: a PIN code has 6 digits. / The address was left out: it has no city. | The customer imports; fix the address and import again |
| Marketing consent kept as it is in your store: the customer said no here, or unsubscribed. | A note, not an error: a shopper's "no" in your store always wins |
Pictures Were Not Copied
With Copy pictures from the links in the file into your store on, Mercayo downloads each picture link after the rows are imported. A picture is not copied when its link:
- does not start with
http://orhttps://, or redirects more than 3 times; - leads to a page or a file that is not a JPEG, PNG, WebP or AVIF picture (an HTML page, an expired link, a HEIC);
- is over 20 MB or 50 megapixels, or takes longer than 20 seconds;
- points inside a private network (links to
localhostor a company's internal server are never fetched); - is beyond your plan's pictures in one import (5,000 on Starter, 25,000 on Growth, 100,000 on Scale).
How to fix: open a few failed links in a private browser window. If no picture shows, your old platform removed them or keeps them private: export again while the old store is live, or add photos on the product page. If the option says "Copying pictures is switched off in the Settings tab.", switch on Copy pictures from import files there.
The Import Stopped
"This import stopped: …" with one of these reasons:
| Reason | What It Means |
|---|---|
| the person who started it no longer has the right. | Their role changed, or they left the team, during the import. Someone with the right starts it again |
| imports were switched off. | Imports was switched off meanwhile |
| the file was never fully sent. | The upload did not finish within an hour (a dropped connection). Choose the file again |
| it went wrong five times. Please try again, or write to support. | Mercayo tried five times and gave up |
A checked import nobody imported within 7 days is cancelled instead ("This import was cancelled. Rows imported before it stopped stay."): check the file again. Rows imported before an import stopped stay as they are; importing the same file again updates them and adds the rest.
Descriptions Look Simpler
"Descriptions simplified: 12. Paragraphs, headings, lists, bold, italic and links are kept." Descriptions from other platforms often carry styles and scripts. Mercayo keeps the structure and drops the rest, so they match your theme. Check a few products, and add any picture or table you need in the editor.
Still Stuck?
Open Help from your account menu and write to Mercayo's team. Include your store's handle, where the file came from, the downloaded problem report, and the file itself (or its first 20 rows if it holds customer data you would rather not share in full). See Contact Mercayo Support.
Questions
Will importing the same file twice make duplicates?
No. Products are matched by handle (WooCommerce files by SKU) and updated, so you can fix a file and import it again safely.
Can I import orders?
Not today. Imports bring products and customers.
My new products are not on the store after importing. Why?
New Products Start As was Draft. Open Products, select them and make them active, or import again with Active (a status written in the file wins).
Who can import?
Importing products needs the right to edit products; importing customers needs the right to edit customers.