How to fix Prestashop import issues

ShippyPro won't import my Prestashop orders. What can I do?

Have you connected Prestashop but, after 10 minutes, no order has been imported in To Ship page?

Follow these simple guidelines to solve this issue! 

Did you follow the step-by-step guide?

Please try to follow all the steps summarized here:

How can to connect Prestashop


Have you selected which order statuses will be imported into ShippyPro?

For Prestashop and other marketplaces, you need to select the statuses for which you orders will be imported into ShippyPro.

  • As soon as Prestashop is correctly connected, click again on Connections > Marketplaces

  • Find then your Prestashop connection on the right side of the page and click on Edit:

  • Select then all the folders that contains unfulfilled orders by pressing on ctrl (Windows) or cmd (iOS) while clicking on the various statuses. 


Note: Please ShippyPro will only be able to process only paid and unfulfilled orders. 



Tip: Select Update Prestashop orders' status using ShippyPro Track and Trace if you'd like your marketplace to be updated with shipment infos directly from carriers.


Does your orders contain Special Characters?

Make sure that your Prestashop orders only present digits, nor special characters nor symbols, otherwise, these symbols won't allow shipping data to be imported.

In this case, fix Orders IDs from the marketplace.


Create a new Webservice Key

Try to create a new Webservice Key directly from your Prestashop account, update then the Auth Key on ShippyPro.


Order has been already shipped

It may happen even to the best of us, sometimes the order you're looking for has actually been already shipped.

In order to verify that, access Shipping Labels section and try searching for the order(s) missing through our Global Search button.



You should be added to our whitelist

Contact our Support Team and provide us your IP address (or addresses) so we can put you on our Allow list. Also, we will provide you with our IP address to whitelist.


Has one or more of your orders been imported twice?

Please be aware that if you manually change the status of one or more orders on Prestashop into a status that is set to be imported in the connection settings with ShippyPro, this order will be imported even if it has been already imported in the past - Be careful!


Why do I see the wrong image for my items?

In case you have different products, you'd need that each product has a different SKU: otherwise, in case of repeated SKUs and different images, only the first image will be displayed for each one.

To sum up, just remind to follow this super understandable rule:

1 SKU = 1 Image


Still having some trouble importing Prestashop orders?

If you need our support, please click on the Help button in the right corner of your profile to get in touch with our Support Team.