Stores FAQ
Do I still need to export and import order files?
No. Once your store is connected, paid orders come in by themselves. See Connect your store.
How quickly do new orders arrive?
With real-time updates, which Shopify stores always have, within moments of being paid. Without them, when you click Sync now: there is no sync on a timer. See Connect WooCommerce.
Can I connect more than one store?
Yes. You can connect several Shopify and WooCommerce stores to one account. Each store can belong to one account only.
Can I import orders from before I connected?
When you connect, you choose how far back to go: New orders only, Last 24 hours, Last 7 days or Last 30 days. You can't change it later.
Why does an order say SKU not mapped?
One of its lines isn't matched to one of your products. Link the store variant, add the SKU to one of your products, or edit the order. See Store orders.
An order from my store is missing. Why?
It may be waiting under Orders to review, it may not be paid yet, it may be older than your Import orders from date, or it may have more than 200 lines. See Store orders.
I marked a product Not fulfilled by us. Why do its orders still come in?
Not fulfilled by us only sorts the product list. Orders with that product still come in, with that line SKU not mapped unless its SKU matches one of your products: edit the order to remove the line, or cancel the order. See Link your store products.
Will my customer get a shipping email?
Shopify: yes, if Notify buyers when shipped is on. It's on for every new connection unless you turn it off. WooCommerce: we mark the order Completed, and without a tracking plugin we add a note for your customer; your WooCommerce email settings decide which emails go out. See Store orders.
The tracking number changed after shipping. What now?
We send the new number to your store automatically. If the order's Store card says "We couldn't send tracking to your store.", click Send tracking again. See Store orders.
What does Reconnect needed mean?
We lost access to your store. Shopify: open the app in your Shopify admin (Install the Shopify app). WooCommerce: see WooCommerce troubleshooting.
The card says it can't read order details. What do I do?
This only happens with Shopify stores. The card says "We don't have permission to read this store's order details yet, so orders aren't coming in. Please contact your account manager." Please contact your account manager.
If I disconnect, are my orders deleted?
No. Imported orders stay and we go on shipping them, but tracking isn't sent to the store any more. See Disconnect or uninstall.
What happens to my orders if I uninstall the Shopify app?
Orders that are Waiting for stock, Being packed or Ready to ship are finished as agreed. Orders still waiting for you, and Ready for fulfilment orders, are cancelled about 30 days later, unless you install the app again. See Disconnect or uninstall.