If you find that some of your Shopify orders are not importing, but others are, there are a few options you should check...
- Is your Shopify product set to require shipping?
- Is your Shopify product set to be fulfilled by another service?
- Is the order closed or archived in Shopify?
One common reason a Shopify order, or a product on an order, may not import into ShipStation could be related to the physical product option for that product in Shopify. Shopify allows you to determine if a product does, or more accurately, require shipping (for example, if you have a downloadable product, or a coupon code that would not need to import into ShipStation for shipping).
Unchecking this option in Shopify indicates this is a digital item that does not need to be physically shipped to your customer. If this is the only item on your order, ShipStation will then not import the order from Shopify.
Alternately, if you have a multi-item order, but one of the items does not have this option checked, the order will import, but will not contain the item that doesn't require shipping.
*Please note that a single product can have multiple variants on Shopify with unique shipping/fulfillment settings. For example, you could have both red and black t-shirts, and configure one to require shipping, and the other not to. Go here for more information on adding products in Shopify.
Be aware that changing this option after the order has imported into ShipStation will not retroactively modify your order in ShipStation. The change will only affect new orders that import after the change is made.
Shopify Fulfillment Service
If you use multiple fulfillment options, not just Shopify, you may have a product set to be fulfilled by a third party service, and set ShipStation to exclude these third party fulfilled items.
To check the fulfillment service set for an item in Shopify, go to the product details and scroll down until you see the Fulfillment Service drop down menu:
This should be set to Manual or Shopify for products you plan to ship through ShipStation. Otherwise, ShipStation assumes the order is fulfilled through a separate channel. By default, these products are imported, but there is a setting to exclude them. To check if this setting is enabled, please contact ShipStation Support. If enabled, the support team can disable it at your request.
- Your Shopify account will show this option as either Manual or Shopify, based on the features you have enabled in your account and when your Shopify account was created. ShipStation treats these values the same way.
Closed or Archived Orders
Finally, ShipStation does not, by default, import orders that have been archived in Shopify. If you archive an order in your Shopify admin page before ShipStation has a chance to import it, that order will not import into ShipStation.
However, our support team can enable an option to allow these orders to import directly into the Shipped status, so you can include these orders on any reports you generate from ShipStation, or just generally see these orders in ShipStation along with your other orders. Just reach out and let us know!
If after checking all these items you are still unable to import orders, there might be an issue that we need to research further. If this is the case, reach out to our support team and include the following information:
- Screenshot of the order as seen in your marketplace
- Order Number
- Order Status
- Order Date
- Recipient Name