Orders imported from Shopify can be excluded by a Fulfillment Service at the line-item level. If an order's line items do not match the configured Fulfillment Service, those line items will not be imported as part of the order.
For this reason, orders in your PackageBee Store may occasionally be imported from Shopify with no line items.
What causes orders imported to PackageBee to have no line items?
There are three main causes that a Shopify order may import to PackageBee with no line items:
- Merchant did not configure product for given Fulfillment Service.
- Wrong Fulfillment Service was selected in PackageBee Store settings.
- Merchant has multiple integrations connected to their Shopify account.
Merchant did not configure product for given Fulfillment Service
Shopify users are able to create SKUs and configure Fulfillment Services. Check with the Shopify user to confirm their settings.
Wrong Fulfillment Service was selected in PackageBee Store settings
The Shopify store settings page in PackageBee has menus allowing users to select the specific Fulfillment Service and Fulfillment Location. Confirm your settings with the Shopify user.
Merchant has multiple integrations connected to their Shopify account
PackageBee imports all Paid/Unfulfilled orders in the Shopify account for the given time period. For those orders, PackageBee will show all line items with a fulfillable quantity greater than zero. If the Shopify merchant has other active integrations that are setting the fulfillable quantity to zero, orders will import into PackageBee with no line items.
What to do if orders import to PackageBee with no line items
It may be difficult to determine which scenario is causing orders to import with no line items. If you encounter this issue, notify the PackageBee Support team at firstname.lastname@example.org.