New accounts
If you are just starting with us and the orders have not started flowing in:
Wait a few minutes. We scan for orders every few minutes so we may not have checked for new orders yet.
If you have just set up your account, we will check for all unshipped orders. If you have unfulfilled orders that don't appear about 10 minutes after first connecting, send us a chat message and we can run a manual import for you.
Orders must meet specific status requirements: they must be marked as Paid and Unfulfilled to be imported. (Unfulfilled orders are shown as "Processing" in some store platforms.)
Check when we last looked at your store
You can check when we last imported orders by going to Settings > Stores, clicking on the gear icon and choosing Import Status.
Are any orders shippable?
Check that your orders are "ready to ship". We will only import orders that are paid and invoiced but not shipped. If none of your orders are like this, we will simply ignore them.
If orders were importing before and they have stopped, there is most likely a problem authenticating with your store.
Verify Store Authentication
If orders are not importing, ensure your store is still authenticated correctly. Go to Settings > Stores, click on your store to open the settings. Look for a red 'Requires Authentication' notice or a red error message at the top. If you see one, click the 'Test Authentication' link. This should kick off an order import.
If your store fails the reauthentication, contact our support via Live Chat with the error message displayed for further assistance.
Order Tagging for Exclusions (Shopify stores)
If using the "Do not import orders including any of these tags" setting, ensure tags are applied at the time of order creation. Use Shopify Flow or a tagging app to automate this process.
See the article on authentication errors for help.