If you find that some of your Shopify orders are importing while others are not, 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?
Shopify's Physical Product option
The physical product setting within Shopify determines if a product requires shipping or not. Articles of clothing and dishes are physical products that obviously require shipping. But if your store has digital, non-physical products (a coupon code, downloadable song, or software, for example), these non-physical products do not ship. Thus, they do not need to import into ShipStation for shipping.
One common reason a Shopify order or product fails to import into ShipStation is that a digital, non-physical product has been incorrectly set as a physical product.
Unchecking this option tells Shopify that this digital item does not physically ship to your customer. If this is the only item on your order, then ShipStation will 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 it will not contain the item that doesn't require shipping.
NOTE: A single product can have multiple variants on Shopify with unique shipping and fulfillment settings. For example, you could have both red and black t-shirts, and configure one to require shipping, and the other to not require shipping. Go here for more information on adding products in Shopify.
IMPORTANT: Changing the physical product 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 other fulfillment services beyond Shopify, you may set a product to be fulfilled by a third-party service, and set ShipStation to exclude from Shopify orders those products fulfilled by a third-party.
To check what fulfillment service is set for an item in Shopify, go to Shopify and check the product record. Click on the product from within the specific order, or locate the product in the products tab of 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
By default, ShipStation does not import orders that have been archived in Shopify. If you archive an order in your Shopify admin page before ShipStation imports it, then that order will not import into ShipStation.
To change this, ask ShipStation's support team to enable an option that imports these orders directly into the Shipped status. Then you can include these orders on any reports you generate from ShipStation or see these orders in ShipStation along with your other orders.
If you are still unable to import orders after checking physical products, Shopify fulfillment services, and closed or archived orders, this issue may need further research. 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
For help with capturing screenshots, please read our article How do I take screenshots and/or video capture?.
To learn general reasons why orders may not import, please read Why aren’t my orders importing into ShipStation?.