> For the complete documentation index, see [llms.txt](https://help.exporteo.solvenium.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.exporteo.solvenium.com/faq.md).

# FAQ

### How does Exporteo handle failed exports?

*What happens if the external server is offline or inaccessible temporarily? Does Exporteo keep trying until it is successful, or will that export simply be lost?*

In case of any error, Exporteo retries to export an order up to 10 times. Find out more details on the [automatic retries](/automatic-retries.md) page.

### Is it possible to sync old orders? <a href="#reprocess-selected-orders" id="reprocess-selected-orders"></a>

By default, Exporteo allows you to process existing orders that are no older than 60 days.

1. Go to the **Orders** section in your Shopify admin.
2. Select the orders you want to process.
3. Click the **three dots** button in the toolbar at the top of the list.
4. Select **Process in Exporteo**.
5. Select the automation you want to use.
6. Check **Force** if you want to process orders that have already been exported by the selected automation.
7. Click **Start**.

<figure><img src="https://1315397457-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MESR3wemEwg3-wBmPY1%2Fuploads%2FwA1FrnGVbmpCjP9zK6N4%2Fexporteo-reprocess-selected-orders.gif?alt=media&amp;token=c08c1b6a-21c3-4b74-9f0c-84cbfb5410fe" alt="Reprocess selected orders in Exporteo"><figcaption><p>Reprocess selected orders in Exporteo</p></figcaption></figure>

### How to exclude removed items?

Shopify retains removed items in the order data and preserves their original quantity. The `current_quantity` property represents the line item quantity after subtracting any removed units.

To exclude removed items, add a conditional statement that checks whether `current_quantity > 0`.

```
{%- for item in order.line_items %}
{%- if item.current_quantity > 0 %}
...
{%- endif %}
{%- endfor %}
```

### How to add our brand logo to the PDF invoice?

You can add an `<img>` element linked to the logo image hosted on your website.

```
<img src="https://website.com/images/logo.png" style="width: 200px">
```

![](https://1315397457-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MESR3wemEwg3-wBmPY1%2Fuploads%2Fgit-blob-8ad99dc8aab1af33ed98a4faaa7866cd0496970d%2Fpdf-template-external-image-logo.png?alt=media)

If you have your logo in SVG format then you can insert it directly as an `<svg>` element in the output template.

![](https://1315397457-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MESR3wemEwg3-wBmPY1%2Fuploads%2Fgit-blob-1a51d129cb3cfcdfa81d007d89f605ea606e53d4%2Fpdf-template-svg-logo.png?alt=media)

You can switch to the preview mode to check if the logo looks good.

![](https://1315397457-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MESR3wemEwg3-wBmPY1%2Fuploads%2Fgit-blob-4b2c56ff57082f475940bfe04d77a4ef5184168c%2Fpdf-invoice-with-logo-preview.png?alt=media)

### How to add multiple sheets to an Excel file

You can include different order data in separate sheets when exporting orders as Excel files.

To create a new sheet in the template, use the following syntax:

```
=== Sheet1 ===
{%- comment %} Sheet1 template {%- endcomment %}
=== Sheet2 ===
{%- comment %} Sheet2 template {%- endcomment %}
```

Each time you use `=== SheetName ===`, the app will start a new sheet with the specified name. Add your column headers and data lines below this command, just like in a standard Excel export template.

```
=== Order Info ===
Order Number,Customer Name,Address,Postal Code,City
{{ order.name -}},
{{- order.shipping_address.name -}},
{{- order.shipping_address.street -}},
{{- order.shipping_address.zip -}},
{{- order.shipping_address.city }}
=== Order Items ===
SKU,Quantity,Price
{%- for line_item in order.line_items %}
{{ line_item.sku -}},
{{- line_item.quantity -}},
{{- line_item.price -}},
{%- endfor %}
```

<figure><img src="https://1315397457-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MESR3wemEwg3-wBmPY1%2Fuploads%2Fgit-blob-622dc39999e514e23f63be06760e808978588daf%2Fexporteo-excel-separate-sheets.gif?alt=media" alt=""><figcaption><p>Exporting order data into separate Excel sheets with Exporteo</p></figcaption></figure>