Introduction
Do you see an order in Walmart, Shopify, or another integration but it is not in Flexport? There are several reasons why your order may not import correctly into Flexport, usually related to how your account is setup. This article explains several common issues and how you can resolve them.
- Normal Order Holds
- Listing Not Linked to Correct Flexport SKU
- Order Not Assigned to Flexport
- Other Apps Acknowledging Orders
- No Connection to Integration
Normal Order Holds
Problem |
Solution |
| Orders may not import immediately. Some integrations hold an order for 30 minutes after creation to allow the buyer to cancel (Walmart Seller Help). In addition, orders still in the 'payment processing' state are not imported. | Wait 30 minutes and check Flexport Portal again for your order. Be sure to search by the right order ID number, or search for the product or buyer's name instead. |
Listing Not Linked to Correct Flexport SKU
Problem |
Solution |
| When Flexport sees an order and tries to import it, we look for a link between a SKU on that order and a SKU in Flexport (DSKU).This linking may be incorrect.
First, there may be no link to any DSKU. We do not import the order because we do not know which physical item the order refers to. Second, the listing may be linked to the wrong DSKU. The listing may be linked to a different DSKU with 0 inventory, even though you have a similarly named DSKU with inventory. This usually happens when you connect multiple integrations to Flexport, as the SKU value may be different on one marketplace versus another. Therefore, we created a new DSKU rather than connecting to an existing DSKU. |
Find the correct DSKU and link it to the listing on the integration. Search for the specific SKU on Flexport Portal - Inventory — look the specific DSKU that has available inventory. Click the DSKU to go to the inventory details page.
Check that there is an alias/link for the integration that you're having trouble with. Click the (+) icon to add a new link. Search for name of the product, the SKU value, or the product ID as provided by the integration. Read the help article Checking & Fixing SKU Mismatches for an in-depth walkthrough. If you fix the alias for this DSKU, then your order will automatically import into Flexport. |
Order Not Assigned to Flexport
Problem |
Solution |
| Some integrations have the concept of nodes (Walmart), locations (Shopify), or in general 'warehouse' entities that can each fulfill orders.
Your order may be assigned to the wrong node. Flexport will only import orders that are assigned to our specific node. This usually happens because your integration account is not properly configured to use both Flexport and your other fulfillment methods. |
Double check your configuration on the integration to make sure it is setup correctly to use Flexport.
Walmart — Check if the order is on the Seller Fulfilled Node. Flexport can only fulfill orders on the Partner Fulfilled Orders (Flexport) node. Read more about our Walmart multinode setup. A common resolution step is to zero out inventory on the seller fulfilled node so that orders can only be assigned to Flexport. Shopify — Most sellers use the default configuration to automatically fulfill orders. If you are using multiple locations, double check your setup. A location may be missing rates or your locations may be in the wrong priority order. Other Integrations — Find your integration in our help center and read the article to check that you have set it up correctly. |
Other Apps Acknowledging Orders
Problem |
Solution |
| Orders may be already marked as 'acknowledged' or 'fulfilled' by other apps or plugins also connected to your marketplace account. These third party apps may be touching your orders before Flexport can acknowledge and import them. This situation can also include you yourself manually acknowledging orders in the marketplace's system.
Flexport will not import orders that are already acknowledged, as we do not want to double ship items to the customer. |
Check for other third parties connected to your marketplace account. Look in particular for apps that also ship/fulfill orders, or apps that can acknowledge orders in general.
If you are only using Flexport to fulfill orders, then disconnect these other apps. If you want to use Flexport and these apps, read their documentation carefully to see how to set it up so both work together. For ShipStation, exclude certain SKUs from importing into ShipStation, so that Flexport will import orders with those SKUs instead. Third party apps may include other previously used listing tools that still have a copy of your API keys. |
No Connection to Integration
Problem |
Solution |
| Flexport cannot import orders if we cannot establish a connection with the credentials (login information) that you provide us.
Bad credentials can happen for many reasons — credentials may expire naturally, it may be a bug on Flexport or the integration, or your account is not active on the integration itself (your subscription or your trial expired). |
Reconnect to the integration on Flexport Portal. Go to Flexport Portal - Channels and find the integration that you're having problems with. Click Update Credentials and go through the setup flow again for this integration.
Any available, unfulfilled orders on the integration should then import naturally, unless it is also one of the above reasons. Disconnecting is not necessary, unless you do not want to use this integration at all with Flexport. |
Need more help?
Contact our support team. We can walk you through one of the above issues for your specific situation or help you debug if it is another issue.
Please include the order IDs from Walmart, Shopify, eBay, or the other integration. Learn how to find the right order ID from the integration. The more information you provide up front, the faster we can resolve your issue.