Trying to connect Shopify but encountering some errors?
Here's how to solve them case by case:
1. Connection problems
If you're experiencing problems connecting to Shopify, there's nothing to worry about! 🙌
Keep reading these simple tips and tricks to start shipping in no time!
Dual connection to Shopify
If, once you have downloaded the Shopify APP, you have returned to your section and clicked on Connect my Shopify account, it most likely means that your Shopifyaccount has already been connected to a ShippyPro profile.
Check this possibility or...
Remove the ShippyPro APP from Shopify
Once removed, install it again and try with a new connection to ShippyPro.
📌 If the error occurs when accessing the shop in ShippyPro, try adding your own link by copying the address directly from the URL bar without any content after the slash or domain suffix (such as .com, .net etc.).
Adding the production URL
You must add the production URL, any URL from a website under maintenance will not be accepted.
Can't access Shopify app permissions?
If the Shopify app permissions cannot be accessed and this error page is displayed:
It means that you have a standard account on Shopify, ask an Admin to proceed with the connection.
If this is not possible, please contact us to enter the URL of your shop in the app.
2. Update problems
Why are my Shopify orders not being updated in my Marketplace?
1. Sometimes it can happen that your orders are not updated in the marketplace. Don't worry, the solution may be very simple!
If you have more than one Location, check under Marketplace > Edit that the Location linked to the out-of-date orders is selected.
In fact, it is necessary to select the exact location of the orders so that they can be updated in the marketplace.
2. If the item name was changed on the marketplace after the order was imported to ShippyPro, it will not match the imported data and will block the update. Compare SKU, item name and quantity and, if everything matches, update the order, otherwise there may be problems.
3.
You must ensure that you update the Shopify connector correctly by clicking the "Update Shopify permissions" button in the Shopify module. If you do not perform this action, Shopify orders will not be updated correctly.
4. Shopify can only be updated once: any changes made to the order after the first update must be recorded manually in the marketplace.
5. Check whether there are any special characters in the transaction ID, e.g. ®️. If so, be sure to remove the special symbols from the transaction ID directly on Shopify for all orders.
6. Leave the fulfilment service in 'manual'.
Why do I keep seeing the hourglass icon above the Shopify icon even after I just updated my order?
In this case, you can try refreshing your orders by selecting them and clicking on Actions > Update marketplace with shipping information from Shipping Labels.
What is the limit of Order IDs that can be updated per minute?
You can update up to a maximum of 50 Order IDs per minute.
What if I don't want to automatically update my marketplace with shipment data because I might change some order details later?
If you do not want to automatically send updates for your orders to the marketplace because you might make changes after the shipment has been completed, you can:
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Deactivate the automatic marketplace update and manually update your orders after you have made sure you have sent the final order version, or
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Activate the Cron Job update: you will need to un-flag the automatic update from Shopify > Edit, and then activate the Cron Job for Shopify from the Cron Job panel. This way, updates will only be sent if the status is Completed and labels have been printed.
3. Import problems
Why are my completed orders on Shopify not imported into ShippyPro?
ShippyPro only imports unfinished Shopify orders that do not contain spaces or special characters in the order numbering.
To correct your order numbers you can follow the guide at this link.
Remember that in order to import orders into ShippyPro, they must have "fulfilment_status": null and must not have been closed "closed_at": null
Why do I see my Shopify articles imported twice?
It can happen that you see your Shopify items displayed twice within your ShippyPro account.In fact, when there are multiple items with the same SKU, the Marketplace usually transmits that product and indicates the quantities in this way:
SKUABC - Quantity 2 (example)
If there are multiple items with the same SKU but which differ in certain characteristics (e.g. size, colour, etc.) they will be transmitted this way:SKUABC- Quantity 1SKUABC- Quantity 1. size, colour etc.) they will be transmitted in this way:
SKUABC- Quantity 1
SKUABC - Quantity 1
At this point we will only take one item to check that there are no duplicate SKUs.
💡In this case you can activate the option Import only paid orders in the Marketplace menu to avoid this problem:
Shopify does not import order TAGs
If the order has already been imported into ShippyPro, you can try again to import the missing tags by editing the order from Shopify (for example, by adding a note to the order).
If the tags that have not been imported are generated by third-party plugins, we cannot guarantee their compatibility, so the tags may still not be imported.
Why are only some orders imported on ShippyPro?
From Shopify, try changing the fulfilment status from automatic to manual. This way, orders are now unfinished/unshipped and therefore ready to be imported into ShippyPro.
4. Problemi generali
Why doesn't the search by SKU work in the To Ship section?
With multiple active locations on your profile, the SKU filter only works if the SKU is only present in one location. Update your plan to start importing back orders. Once you have updated your plan, click on the chat logo 💬 and submit your request; we will import the orders for you.
I shipped my Shopify order with a courier of my choice, but the shipping information is not being sent correctly to the courier. Some information is displayed in the wrong fields. How come?
If you did not manually edit the order details in ShippyPro, be sure to check the settings directly in Shopify. It is possible that the information was in the wrong fields and, therefore, we imported it in that 'wrong' form.
Can I change order details such as delivery address, items (add/remove) etc.? AFTER the order has been imported into ShippyPro?
Yes, we can import the order into Shippypro, then you can edit it from Shopify (change delivery details, add/remove items) and we will import the changes.
You can enable the function in two ways:
- Check the "Import only paid orders" option in the Shopify connection.
- Create the Shopify EX NOVO connection by deleting the current one and connecting it again.
Why do I see the wrong image for my items?
If you have several products, it is necessary that each product has a different SKU: otherwise, in the case of repeated SKUs and different images, only the first image for each will be displayed. To summarise, remember to follow this super comprehensible rule:
1 SKU = 1 Image
How can I update my Shopify connection?
Due to an update of the Shopify API (New API 2022-10), you need to update your Shopify permissions to continue shipping with ShippyPro.
Here are the steps:
Go to Marketplace > Shopify > Edit and press the "Update Shopify permissions" button:
There is currently no synchronisation of the removal of custom items (not returned to inventory). If you therefore remove such items from your order in Shopify, these items will remain visible in the order in ShippyPro.