If some of your store or marketplace orders are missing, they may not have imported successfully.
Follow the steps below to troubleshoot:
Update the store's orders
ShipStation does not receive order information in real time from your stores. Each store has a setting that allows ShipStation to automatically import your orders at periodic intervals, but this feature has a minimum of a two hour delay between automated import actions. This means your most recent orders may have not been sent to ShipStation yet. Initiating a Store UpdateStore Update will pull in the latest order information.
If you are getting an error message when attempting to update your store's orders, then this would be considered a Store Import issue. See our page on Troubleshooting Store Import Issues for more details on what you should do next.
Search for the order number in ALL statuses
When you search for the order in ShipStation, be sure to search all statuses, and not just Awaiting Shipment. That order may have imported into ShipStation in an unexpected status.
To search for an order in all possible ShipStation statuses at once, you can perform an Advanced Search in the Orders tab. When performing an Advanced Search, uncheck all order statuses and ShipStation will display any orders that match the search terms, no matter what status the order is in.
If you find the order in Processing status, you will need to Cancel then Restore the order to return it to Awaiting Shipment.
Additionally, make sure the order in the selling channel is in a status that is available to ShipStation. If the selling channel allows for Custom Statuses, make sure the order's status is mapped to ShipStation.
Check the order date
Most new store connections in ShipStation will only import orders that were created or modified within the last 2 weeks, and subsequent store imports will pull in orders created or modified since the last successful import action. Older orders may not be sent to ShipStation by default. If you need to import older orders, such as pre-orders or backorders, contact ShipStation's User Success team to review your options.
Make sure the order requires a shipment
In general, ShipStation will not import orders that do not require a shipment. Digital, virtual, or service products are usually not sent to ShipStation, nor are orders that only include such products. Additionally, orders missing a Ship To address will not be sent to ShipStation, so in-store pickup or point-of-sale orders may not be available in ShipStation.
Review Support Resources
Our Integration Help Guide includes a page for each of our store and marketplace integrations, which state the requirements for an order to import into ShipStation as well as default status mappings. We also include partner specific troubleshooting tips and links to partner resources that can help clear up any other confusion as to why an order did not import.
Contact the ShipStation User Success team
If the above advice does not help you answer why the order is not found in ShipStation, contact ShipStation's User Success team and we'll be happy to review the error and discuss possible solutions. Since this sometimes requires viewing orders in your store or marketplace, we may need you to share your screen with us. See our article on Contacting ShipStation Support for additional information.