There are a couple of reasons why an order may show up in Shiptheory with the error message;


Unable to communicate with Shopify. "Not Found". Please try again.



The order will still come into Shiptheory but will display like below:




Order Older than 60 days


The first thing to check if an order comes through to Shiptheory with this error is the date it was created in Shopify. Shiptheory is unable to download order information for an order older than 60 days. 


The suggested workflows for this are to either bring this into Shiptheory in an alternative way, such as CSV, API or by hitting "create shipment", or to re-create the order in Shopify as new, and it will then come into Shiptheory.



Order Archived before Fulfillment


If you have Shiptheory setup to receive shipments upon fulfillment in Shopify, then this issue could be due to your order being marked as "Archived" before being marked as "Fulfilled".


The suggested workflow is to archive an order after an order is fulfilled and booked in Shiptheory. 


We're still able to get the order to come in properly, but we need to adjust the order in the Shopify side first;


To do this, first, access the order in Shopify, click "More Actions" and then click "Unarchive":



After this, access the order in your Shiptheory dashboard and hit "retry":



The order should then be complete or ready to book in. If you have any problems with this, please contact support.