Fixing a Shopify order or connection problem

Start with the symptom

Is the connection unavailable, the product unmapped, the order missing from fulfilment, or an existing order held? Choose the matching symptom in the troubleshooting questions.

Order not received

1. Find the Shopify order reference.
2. Check the connection's current state.
3. Check whether the ordered variants are mapped.
4. Review payment and order-release conditions.
5. Check the connector's visible message or event.
6. Use the recovery action attached to the original reference.

Keep the Shopify and fulfilment references together when both exist.

Order held or needs attention

Open the fulfilment order and read the reason. Correct the identified issue—such as missing mapping, artwork, address information or payment—then use the supported resume or review action.

Connection or status-update issue

Read the current access/error guidance before reconnecting. A missing tracking update does not mean production failed; compare the order's status with the connector event.

For help, include the store, linked references, error text, occurrence time and steps tried. Remove private tokens and unrelated customer details from screenshots.

Choose the check that matches the problem

If the order is absent, keep the Shopify reference and confirm whether it is eligible for transfer under your setup. If only one size or colour fails, check that exact variant mapping. If the order exists but is held, record its stated reason. If only tracking is missing, check whether dispatch has actually been confirmed. These checks narrow the question without creating another order.

Send a useful fault report

• Store address, Shopify order reference and fulfilment reference if one exists.
• Exact message or unexpected status, with the time and timezone.
• Product and variant affected, especially if other variants work.
• What you expected to happen and the checks already completed.
• A screenshot of the relevant message with passwords, tokens and unrelated customer details removed.

Avoid an uncertain retry

Ask the team to confirm the state of the original order before a resend, payment retry or connection reset. If you suspect two records refer to the same purchase, supply both references. Do not decide that the absence of a screen update means the first attempt failed.