If your orders are not importing through FTP, there are several things to check before raising a support case. Files moving to the Backup folder indicate the engine is processing them but encountering errors. Work through the steps below to identify the cause.

Before raising a support case, check the Import Export Exceptions Log in Delta for error messages. This log will show you why the orders aren't importing and whether there are any issues that need fixing.

If you've checked the Import Export Exceptions Log, fixed any errors, and orders are still not showing in Delta, you'll need to raise a support case for further investigation.

Files uploaded to the wrong folder: confirm you are uploading to the correct FTP path for your account. If you are unsure of the correct folder, contact Delta support to confirm the path.

FTP account not connecting: FTP connection details — hostname, port, and username — vary by account and are not the same for every customer. Contact Delta support to confirm your connection settings. If you have recently had your password reset, ensure you are using the new credentials.

Files reaching the FTP server but not importing: if files are arriving at the FTP server but not being processed by DeltaWMS, check the Import Export exceptions log for error messages. Common causes are file format errors, invalid product codes, or a stopped Import/Export engine. If the error is not self-explanatory, raise a support case with the exact error message.