Order not syncing in Shopify – ShineOn

Is an order not appearing in the ShineOn Shopify app?

Let's take a look at some of the more common reasons for this issue.

First, check the order status in Shopify. Is it showing as "Fulfilled"?

Yes
No

Order showing as Fulfilled

So we can rule out a more common issue, let's check some settings on Shopify.

By default, most settings in Shopify don't need changing when you first setup your store. In fact, changing some of the default settings can affect order processing with the app.

Go to your "Checkout" settings.

Pictured are some common settings that sellers need to make sure are set exactly this way, to avoid issues.

An order that is marked as fulfilled either manually or automatically (via Shopify settings) can prevent the order from being picked up by the app.

In Shopify, the term "fulfill" is synonymous with "shipped". If you're not personally shipping the order out to the customer, you should not be marking the order as fulfilled.

Orders should be left alone and the order will be taken care of automatically by our App.

The fix:

On Shopify, open the order
Use More Actions > Duplicate Order
Click "Collect Payment" and "Mark As Paid"

The order should then sync when the app next checks for new orders, or when you use the Sync Now button.

Order not showing as Fulfilled

The order needs to sync with the app

Our app checks for new orders on Shopify on a timer. The more orders your store got recently, the more frequently the app will sync new orders.

If this is your first order, it can take up to 12 hours for it to appear in the app.

You can manually run the order sync any time by going to Orders in the ShineOn app, then clicking the "Sync Now" button in the top right corner.

Variants manually added/Product duplicated

The app must create every ShineOn product and variant on your store, in order to be able to sync orders. If you duplicated the product listing in Shopify, or manually removed/added variants in Shopify, the app won't be able to sync orders for them.

To fix this, we need to create the product or variant your customer paid for the via the ShineOn app, and then point the order to the correct product.

Once you have set up the product or variant properly:

Open the order in Shopify.
Use More Actions > Duplicate Order
Use the search bar to locate the new product you just created with the app, and add it to the order.
Remove the previous product
Click "Mark as Paid" button