There are a few reasons why a Shopify order might not show up in Pirate Ship! The troubleshooting steps outlined below will show you some different settings that frequently cause this issue 👍
Filters on the import grid
Check for Filters: Check to see if you have a filter applied to your import grid! If you do, clicking the red Clear All Filters button will unhide any orders that weren't a match 🙂
As you'll see in the example below, Shopify orders wouldn't be imported because a filter was applied to only display Cratejoy orders:
Shopify fulfillment status
Unfulfilled Orders: Is the order status "Unfulfilled" in Shopify? Pirate Ship will only import Unfulfilled orders you haven't created a shipping label for yet, to ensure you aren't shipping the same order twice 😉
Here's where you can check your order's status in Shopify:
Changing Statuses to Unfulfilled: If your order isn't "Unfulfilled", you'll need to manually change the order back to Unfulfilled in Shopify's dashboard, then click the Refresh Data button on your import grid.
Financial status
Paid Orders: Is the Financial Status of the order one that you've configured Pirate Ship to display?
By default, Pirate Ship will only display Shopify orders with the Financial Status "Paid," but you can configure it to display other Financial Statuses in Settings > Integrations ⚙️
For example, if you've partially refunded an order, you'd need to add that specific financial status for the order to appear in Pirate Ship:
Multiple Fulfillment Locations
Importing from Multiple Fulfillment Locations: Do you have Multiple Fulfillment Locations? This can happen when you've set up multiple Sales Channels in Shopify, or if you have multiple stores that you ship from.
Orders Import from All Fulfillment Locations: By default, Pirate Ship imports orders from all Fulfillment Locations and automatically splits them so the location fulfillments match what you see in the order in your Shopify dashboard.
This means you will see the same Order ID multiple times in the Import grid, depending on how many fulfillments there are for that order.
Importing Orders from Specific Locations: If you only want Pirate Ship to import specific locations, you can configure this in Pirate Ship's Settings / Integrations.
Here's where to find that option:
Find the Shopify Location Column: In Pirate Ship's Import grid, you'll see a column for "Shopify Location," which you can use to filter and sort:
Orders with Multiple Fulfillment Locations Are Split by Default: As shown in the screenshot above, orders containing products across multiple locations are split to separate the fulfillments into each location. This way, each of your locations can fulfill their part of the order separately.
This separation should exactly match what you see in the order's details in your Shopify dashboard. Each separation will get the same Order ID, as they're all just location-based fulfillments for that order.
Buying a Label for One Location Changes Orders to Partially Fulfilled: Once you purchase a label for one of these fulfillment locations, the order will be marked as "Partially fulfilled" in Shopify. The carrier and tracking number will be attached to that fulfillment, and the location's inventory will be adjusted accordingly.
Here's how that looks in Shopify:
Remaining Location Fulfillments: When an order has been partially fulfilled, only the remaining location fulfillments will be shown in Pirate Ship:
Buying Labels for All Locations in an Order: Once you've purchased labels for all the fulfillment locations in an order, the order will be marked as "Fulfilled" in Shopify.
To read more about this process, check out our guide on importing orders from multiple fulfillment locations.
Fulfillment Services
In your product settings in Shopify, is your "Fulfillment Service" set to "Shopify," or are your products set to a third-party fulfillment option (for example, Amazon)? Pirate Ship can only import orders with products that are set to the manual "Shopify" fulfillment service 👍
The Fulfillment Service is located in the Inventory section for the Product you're shipping out. It's selected in the Inventory Managed By drop-down.
To get there, bring up your Products by clicking on All Products on the left-hand toolbar. Then select the Product you need to update. Here's an example:
Once you've selected the Product you want to change, scroll down to the Inventory section and change the Inventory Managed By drop-down back to Shopify instead:
Changing that back to Shopify should get all of the orders associated with that Product to start importing into Pirate Ship 🎉
Physical products
Below the Inventory section in the screenshot above, you'll see the option to mark This is a physical product. This is in the Shipping section of the Product page, and needs to be checked as well in order for the item to import into Pirate Ship. If it's not a physical item or if it's out of stock, it can't be shipped!
Product Variants
If you have multiple fulfillment locations, and a variant (color, size, etc...) of a product is out of stock in any of those locations, the order won't import regardless of where it's being fulfilled 😓 Shopify doesn't let items that aren't available get marked as Complete, so you'll need to do one of the following:
Change the default location for the variants (this guide will help)
Set the fulfillment for everything in the store to just one location
Keep track of the availability of all variants
Item has tracked inventory and a count of "0"
If Shopify thinks you don’t have your item in stock, they will not send the "Order Items" details to Pirate Ship, and the entire order may not show up. Ensure you have an active inventory count of above 0 (zero) for orders to import into Pirate Ship.
Plugins and other software
If you are using a different fulfillment program or plugin (such as Oberlo or AliExpress), this is likely the reason why your orders won't import 🙈 Try disabling any of those plugins to see if your orders start to appear!
Additional things to check
Were these orders accidentally ignored in Pirate Ship? This guide will show you how to un-hide them from your import grid!
Only seeing one portion of an order split between multiple Fulfillment Locations? Head to Settings / Integrations and make sure you're importing from all locations.
If a product in the order was archived or deleted, the order won't import to Pirate Ship, and you'll need to manually create the shipping label.
Is there a shipping address associated with the order? If your buyer forgot to include that information, you can add it by following the steps here ✏️
Was the order partially fulfilled? If yes, then it won't import to Pirate Ship, and you'll need to create the label manually.
Are there non-alphanumeric characters in the names of your order items? Order items with emojis or other non-alphanumeric characters (like ™℠®©) in the name may not appear in your Import Grid on Pirate Ship due to our system not being able to recognize them.
If you've checked all of these details and are still hitting rough waters, chat with our support team! A screenshot of the affected orders as they appear in Shopify is helpful to include in your message 📸