Troubleshoot Missing Orders

Steps to try if your store imports appear to import some orders but not others, without providing a store error in ShipStation.

If there is an error message when importing orders from your store, it is considered a store import issue. See our Troubleshoot Store Import Issues help article to troubleshoot this type of error.

  • Other orders from the same store import successfully

  • There is no error for the store related to importing orders

If there is an error message when importing orders from your store, it is considered a store import issue. See our Troubleshoot Store Import Issues help article to troubleshoot this type of error.

1. Manually Import Orders

Manually initiate a store update to ensure that all orders have been imported into ShipStation.

ShipStation does have the ability to automatically import orders at regular intervals. However, there is a minimum of two hours between imports. Manually initiating an import ensures you have imported the most recent orders.

  1. Click the import button.

  2. Click the import icon for the store with the missing order. You may also import for all stores by clicking the Update All Stores link.

    Import Orders drop-down menu with Import icon highlighted.

2. Search for Orders in All Statuses

Ensure that you are searching for orders in all statuses, not just the Awaiting Shipment status. Orders may have imported into ShipStation in an unexpected status.

  1. Click on Advanced Search.

    V3_ORD_SB_Advanced_Search_MRK.png
  2. Ensure that:

    • Order Status is set to (Any).

    • Store is either set to (Any) or to the store for which there are missing orders.

    • Order # is not required, but if you know the order number you are searching for, you can enter it.

    • All other fields are empty.

  3. Click the Search button.

    Order Status, Store, and Order Number fields highlighted in the Advanced Search sidebar.

3. Check the Order Date

Check the order date in your store or marketplace. It may be possible that the order is not imported into ShipStation because:

  • The order is more than 2 weeks old. After connecting a store or marketplace to ShipStation, most stores only import the previous two weeks of orders on the initial import.

  • The order date is prior to the last ShipStation import. ShipStation imports orders newer than the last date/time a successful import occurred.

Please reach out to ShipStation support if you need to import orders with an order date prior to the last successful import.

4. Does the order require a shipment?

Verify that the order requires a product to be shipped to your customer. For example:

  • Non-shippable products: In general, ShipStation will not import orders that do not require a shipment. Orders containing only digital, virtual, or service products are not sent to ShipStation.

  • Pick-up orders: Orders that are being picked up from you, or orders placed at point-of-sale may not include a Ship To address. Orders without a Ship To address typically will not import into ShipStation.