If some of your store or marketplace orders are missing, but others import without an error from the store, try the following steps to troubleshoot:
Manually initiate a store import
ShipStation does not receive orders in real time from your stores. ShipStation does have a setting to automatically import your orders at periodic intervals, but this feature has a minimum of a two hour delay between automated imports. This means your most recent orders may have not been sent to ShipStation yet. Initiating a Store 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. Review the Troubleshooting Store Import Issues article for more details on what you should do next.
Search for the order number in ALL statuses.
This step only applies to ShipStation Classic.
When you search for the order in ShipStation, be sure to search all statuses, not just Awaiting Shipment. An order may have imported into an unexpected status.
To search for an order in all possible ShipStation statuses at once, use the Advanced Search in the Orders tab. When performing an Advanced Search, uncheck all statuses and ShipStation will display any orders that match the search terms, no matter which status the order is in.
If you find the order in Processing status, Cancel then Restore the order to return it to Awaiting Shipment.
If you are still unable to locate the order, 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 only import orders that were created or modified within the prior 2 weeks, and subsequent store imports will import orders created or modified since the last successful import. 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
Non-shippable products: In general, ShipStation will not import orders that do not require a shipment. For example, digital, virtual, or service products are usually not sent to ShipStation, nor are orders that only include such products.
Pickup orders: 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 address channel-specific order import issues.
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 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. Review the Contacting ShipStation Support article for additional information.