# Troubleshoot: Shopify orders not importing URL: https://support.starshipit.com/articles/90200000000209-troubleshoot-shopify-orders-not-importing Canonical: https://support.starshipit.com/articles/90200000000209-troubleshoot-shopify-orders-not-importing Markdown: https://support.starshipit.com/articles/90200000000209-troubleshoot-shopify-orders-not-importing.md Updated: 2026-05-27 > For the complete documentation index, see [llms.txt](https://support.starshipit.com/llms.txt). > Diagnose and fix common reasons why Shopify orders are not appearing in Starshipit. If a Shopify order is not appearing in Starshipit, work through the checks below in order. Each check addresses a specific reason orders are skipped. For writeback errors (orders that import but do not update Shopify), see [Troubleshoot: Shopify writeback errors](/articles/troubleshooting/integrations/shopify-troubleshooting-writeback). ## Quick checklist Common reasons a Shopify order does not import: - **Use for checkout rates only** is enabled. - The order does not match the selected Classic order status or Enhanced financial status. - The order has an excluded Shopify tag. - A Starshipit no-import rule applies. - Fraud checking skipped the order because Shopify risk recommended cancellation. - In Enhanced, the assigned Shopify location is not selected. - In Enhanced, the delivery method is not selected. - The Shopify order is cancelled or closed. - The Shopify fulfillment order is on hold, closed, or cancelled. - The fulfillment order was already imported. - The webhook is not subscribed or the Shopify integration needs reauthorisation. ## Before you start - Check that the order is not already in Starshipit by searching for the Shopify order number. In Shopify Enhanced, the order may have a suffix (for example, `#1001-1`). - Check whether the order is in the **Dispatched** or **Archived** view in Starshipit — it may have already been processed. - Make sure you are working in a web browser, not within the Shopify App. Log out of Shopify and log back in if you are unsure. --- ## 1. Check: is checkout-rates-only mode enabled? Go to **Settings > Integrations > Shopify Settings** and check whether **Use for checkout rates only** is enabled. If it is, order import is disabled for this integration. Turn it off to allow orders to import. --- ## 2. Check: does the order status match your import settings? The status filter is the most common reason orders are skipped. **Classic:** Go to **Settings > Integrations > Shopify Settings** and check the **Order Status** setting. The Shopify order's status must match this setting to import. **Enhanced:** Check the **Order Financial Status** setting. The Shopify order's financial status must match. Note that fulfillment-order filters (location, delivery method) are applied after the financial status check passes. If the order has a different status than expected, either update the order in Shopify or adjust the import setting. Cancelled or closed Shopify orders may also be skipped, depending on your selected import settings and the fulfillment order state. --- ## 3. Check: is the order excluded by a tag or import rule? (Enhanced and Classic) Go to **Settings > Integrations > Shopify > Advanced tab** and check the **Exclude orders with these tags** field. If the Shopify order has any of those tags, it will not import. Remove the tag in Shopify or remove it from the exclusion list in Starshipit. Also check **Settings > Rules** for any no-import rules that might match the order. --- ## 4. Check: is the assigned location included? (Enhanced only) Go to **Settings > Integrations > Shopify Settings > Locations**. If a specific location is selected, only fulfillment orders assigned to that Shopify location will import. If the order is assigned to a different location in Shopify, it will be skipped. Change the location filter to **All Locations** or add the correct location. If the locations list will not load, reauthorise the Shopify integration — this is a permissions issue. --- ## 5. Check: is the delivery method included? (Enhanced only) Go to **Settings > Integrations > Shopify Settings > Delivery Methods**. If a specific delivery method is not selected, fulfillment orders with that delivery method will be skipped. Confirm which delivery method the order has in Shopify and make sure that method is enabled in Starshipit. :::note Shopify does not always include delivery method data on every fulfillment order. Fulfillment orders without delivery method data are treated as **Shipping**. If a known pickup order keeps importing when only Shipping is selected, use an import rule to exclude it by tag or shipping description. ::: --- ## 6. Check: is fraud checking blocking the order? If **Enable Fraud Check** is turned on (under **Settings > Integrations > Shopify > Advanced**), Starshipit skips orders where Shopify's risk analysis recommends cancellation. To confirm: open the order in Shopify and review its risk details. If Shopify has flagged the order as high risk, either adjust the order in Shopify or disable fraud checking for this integration. --- ## 7. Check: does the order have a shipping address? (Classic) Shopify Classic requires a shipping address to create a Starshipit shipment. Orders without a shipping address — including most local pickup orders — will not import. If the order is a local pickup order, switch to **Shopify Enhanced**, which can import pickup orders without a shipping address. See [Shopify Enhanced: locations, delivery methods, and split fulfillment](/articles/integrations/shopify/shopify-enhanced-locations-delivery-split-fulfillment#local-pickup-orders). --- ## 8. Check: does the order contain shippable items? Orders with no shippable items (for example, digital products only) will not import. Confirm the order includes at least one physical item. --- ## 9. Check: has the order already been imported or is it a duplicate? Classic checks whether a Shopify order ID has already been imported. Enhanced checks whether the Shopify fulfillment order ID has already been imported. Search Starshipit by the Shopify order number. In Enhanced, try with the suffix format (`#1001-1`). If the order is already there, it will not re-import unless you remove it and re-import manually. Re-importing existing Shopify orders may not create duplicates because Starshipit checks whether the Shopify order ID (Classic) or fulfillment order ID (Enhanced) has already been imported. If the order changed in Shopify after import and webhooks are enabled, eligible updates may be sent to Starshipit. The order still needs to pass your import filters and rules. --- ## 10. Check: is the order older than two days? Starshipit automatically imports orders from the last two days. Orders older than two days must be imported manually. To manually import an order: use the manual import option in **Settings > Integrations > Shopify Settings**, or re-open the order in Starshipit if it was previously archived. --- ## 11. Check: is the integration connected and active? Go to **Settings > Integrations** and confirm that Starshipit shows a successful connection for Shopify. Click **Test** to verify. Also confirm that **Automatically import orders from all integrations** is enabled. If the connection test fails, reauthorise the Shopify integration. --- ## Scheduled import vs webhook import Scheduled import runs approximately every 20 minutes. Webhooks can push eligible Shopify order creates or updates to Starshipit in near real time. Webhooks require a saved Shopify integration. If you switch between Classic and Enhanced, resave the Shopify settings and resubscribe to webhooks. The webhook subscription may be replaced when the integration version changes. If locations, fulfillment orders, inventory, or webhook subscription actions fail, reauthorise Shopify and try again. --- ## Still not importing? Use the **Troubleshooting import** tab within your Shopify integration settings in Starshipit. This shows import attempt logs and why specific orders were skipped. If the issue persists, contact [Starshipit support](https://help.starshipit.com) with the Shopify order number and details of the checks above.