If you're experiencing issues with Shopify orders not importing into your Shiptheory account, this guide provides a checklist to ensure your integration is configured correctly. These steps will help you diagnose and resolve the most common causes of this problem.


1. Verify Your Shopify Connection

The first step is to confirm that Shiptheory has an active and authorized connection to your Shopify store. You can check the connection status with the following steps:


  1. From the Shiptheory dashboard, navigate to the Channels page from the menu on the left.
  2. Click to view your Shopify integration settings.
  3. Scroll down to the Your Connection to Shopify section to see your status.


If your store is connected successfully, you will see a green tick and the message "Your Shopify store is connected". If you see this but orders are still not downloading, please continue to the next section.



If you see an "Update Permissions" prompt, you will need to re-authorize the connection:


  1. Click the orange Update Permissions button.
  2. You will be redirected to your Shopify store. From here, you must accept the updated permissions.
  3. Once completed, the connection status will turn green in Shiptheory, and your orders should begin to download.

Note: You must be logged into Shopify with the Owner role to update app permissions.


2. Check Your Shipment Location Settings

For orders to download, Shiptheory must be told which of your Shopify locations to monitor. You can check this in your Shopify integration settings.


  1. Navigate to your Shopify integration settings page.
  2. In the Shop Location(s) field, ensure all the locations from which you ship are selected.
  3. Once you have made your changes, click the Save button.

Tip: To select multiple locations, hold the Ctrl key (or Cmd on Mac) while clicking.


3. Check Your Fulfilment Settings

This setting determines when Shiptheory downloads your orders from Shopify based on their fulfilment status. It's important to ensure this matches your workflow.


  1. Navigate to your Shopify integration settings page.
  2. Locate the Download Fulfilments or Fulfilment Orders? setting.
  3. Select the option that matches your workflow.
  4. If you make any changes, click the Save button.


  • Fulfilments: Select this if you want Shiptheory to download orders only after they have been marked as fulfilled within Shopify.
  • Fulfilment Orders: Select this if you want Shiptheory to automatically download unfulfilled orders based on their payment status (e.g., 'Paid').
  • Read More About How This Works Here: https://support.shiptheory.com/support/solutions/articles/24000076222



If you have followed these steps and your Shopify orders are still not downloading, please feel free to contact our support team. You can call us on 0117 403 4313 (UK) / +1 (629) 666-6726 (US) or reach us online here.