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What Do I Do If I Don’t See My Order in Flexport (Integration is Shopify Direct)?

If you have connected your Shopify seller account with Flexport via a direct connection (not through a listing tool) and you are not seeing your Shopify orders in Flexport, try these Shopify-specific troubleshooting steps. 

 

Troubleshooting Checklist

1. Check to see if the order appears in Shopify

You can do this in Shopify by navigating to the left sidebar menu under ‘Orders.’ If the order doesn’t appear, please reach out to Shopify’s Support team before checking the steps below. Flexport will not import the orders if they are not in Shopify.

If your Shopify-Flexport configuration is set to “Manual Approval,” you will need to go to the Order Details page of the order and select ‘Request Fulfillment’ (see screenshot).

Screen_Shot_2021-06-30_at_11.31.13_AM.png

 

2. Check for an import error in Flexport

In your Flexport Portal account, go to the Orders page. In the search bar, enter the Shopify order ID. The Shopify Order ID comes from the URL on the Order Details page in Shopify. It is a unique ID given to a Shopify order; whereas, the shorter 4-5 digit number (ex. #1027) is not a unique order ID (see screenshot).  

 

 

If there is an import error that can be resolved through the Flexport Portal alone, you will be given the option to correct it, and the order will attempt to re-import. For details on what may be the cause of these types of import errors and how to correct them, please see How Do I Find and Fix Import Errors in Flexport?

 

3. Check your auto-fulfillment status

Depending on your Shopify configuration with Flexport, you may need to turn on auto-fulfillment for Flexport to process your orders (Learn more):

  • Basic Configuration (Default): Enable auto-fulfillment
  • Multiple Locations: Do not enable auto-fulfillment
  • Manual Approval: Do not enable auto-fulfillment

Check whether  auto-fulfillment is turned on by logging in to your Shopify account and clicking ‘Settings,’ ‘Checkout.’ Then, in the Order Processing section under “After an order has been paid”, select ‘Automatically fulfill the order’s line items’ (see screenshot).Screen_Shot_2022-05-25_at_10.54.02_AM.png

 

4. Check the location the order was routed to

If your Shopify-Flexport integration is configured to the Multiple Locations setting, make sure your order was routed to the correct location. To ensure that your Multiple Locations setup is configured properly, please see How Do I Use Multiple Locations in Shopify?

 

5. Check for general order import issues

If you are still unable to locate your Shopify orders, please see Why Don’t I See My Order in Flexport? for general troubleshooting steps, as the issue may not be related to your Shopify integration.

 

Still not seeing the order in Flexport?

For assistance with missing Shopify orders, contact the Flexport Support Team and please include a full-page screenshot of the order details in Shopify, the order URL, the warehouse the order was assigned to, whether automatic fulfillment is on or off, and whether any third party apps are connected to your Shopify seller account.  

 

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