There are a few reasons why your orders may not be importing. The most common include:
- Connection issues with your marketplace
- Custom order status mismatches
- Order types
- Missing information
- Order dates
- Store plugins
- Do Not Import Automation rules
- Selling channel allows export to a single connection
Marketplace Connection Issue
If you are encountering an error message when you attempt to update your store(s) within ShipStation, you may need to reconfigure your store. You can find instructions here.
Order Status Mapping
Some marketplaces allow custom order statuses, so you must map these custom status to the ShipStation order statuses. If your order has a status that isn't mapped, ShipStation will not import it.
To update your order status mappings, please follow the instructions here.
Additionally, if an order is already in ShipStation in either the Shipped or Cancelled status, a store update will have no effect on the order's information in ShipStation, even if the store shows the order in a different status. You can restore the order back to Awaiting Shipment if you need store updates to apply to the order again.
NOTE: Reconfiguring the connection will always display default statuses, not necessarily the ones that are mapped for your store.
Some orders are not necessary to import. These include orders that are known to be fulfilled by other services (such as Fulfilled by Amazon when you sell on Amazon.com), orders for digital download items, and orders already listed as Shipped or Cancelled.
Depending on the marketplace, orders that do not have shipping information, or are missing required address fields, may not import. If the error message you see for your store refresh indicates a specific order number is missing information, log into your selling channel and check the order to see which field (address line 1, city, state, postal code, or country) is blank.
Just edit the information and refresh your store in ShipStation.
An order may not pull into ShipStation depending on the order date in the marketplace. For example, ShipStation will only import PayPal orders from the same day. If your orders are several weeks old, you may need to request that our support staff specifically pull orders from these dates for you.
Some Marketplaces use plugins or extensions to connect with ShipStation. If your plugins are out of date, this may also prevent the order from importing properly. Always make sure you have the latest versions of your plugins. If your orders still do not import, you may need to temporarily disable various plugins to identify if they are the cause.
Do Not Import Automation Rule
If you have configured an automation rule to block importing of certain orders, check the criteria for the rule to ensure it is specific enough and not applying to orders you do want to import. Once an order has been marked by ShipStation to not import, that order will never import on that store connection. Use "Do Not Import" rules carefully.
Selling Channel exports to a single connection
Some selling channels will only export orders once (like GrouponGoods) or only allow a single third-party application, like ShipStation, to connect to them (like Walmart or Jet). If you use a selling channel with this limitation, orders may not import into ShipStation. You will need to check with your selling channel to reconfigure it and allow the connection with ShipStation to succeed.
After checking all these items if you are still unable to import orders, there might be an issue that we need to research further. If this is the case, create a support ticket and include the following information:
- Store configuration data: (Username/Password, API Key, store URL, etc.)
- Screenshot of the order as seen in your marketplace
- Order Number
- Order Status
- Order Date
- Paid Date
- Recipient Name
If you need some help with capturing screenshots, please read this article.