If an order is not appearing in Packiyo, it does not necessarily indicate a syncing issue with Packiyo.
Orders can fail to import for a variety of reasons, including Shopify order status, fulfillment settings, third-party applications, or temporary processing delays.
Before determining the source of the issue, it's important to gather enough information to identify whether the issue originates from Shopify, Packiyo, or another integrated application.
One of the most common causes is that the order is being held within Shopify.
Third-party applications can place orders on hold for various reasons, including:
Subscription applications
Bundling applications
Pre-order applications
Fraud review applications
Post-purchase applications
Custom Shopify apps
In some cases, Shopify's interface may not clearly indicate that an order is held, even though a backend fulfillment hold exists.
If the hold is later released, Shopify may not automatically resend the order to Packiyo, requiring the order to be manually re-triggered.
If a product is set to "Draft" (or archived) in Shopify, Packiyo will not pull it in during a product sync, and inventory updates will not sync for that product either. To resolve this, make sure the product's status in Shopify is set to "Active."
Orders that have already been fulfilled in Shopify before Packiyo receives them may not import for fulfillment.
If inventory routing or fulfillment location assignments point the order to a different location than the one connected to Packiyo, the order may not be eligible for synchronization.
Occasionally, synchronization may be delayed due to temporary processing interruptions between Shopify and Packiyo.
Most delays resolve automatically once processing resumes.
Apps installed in Shopify may modify order data before Packiyo receives it.
Examples include:
Subscription apps
Bundling apps
Inventory routing apps
Fulfillment apps
Order editing apps
Custom automation apps
These applications can influence when—or whether—an order is sent to Packiyo.
Before escalating a potential syncing issue, we recommend collecting the following:
Export or download the Shopify Order PDF for the affected order. This allows the support team to compare Shopify's order data with Packiyo's synchronization logs.
Provide screenshots or a list of all third-party applications installed in the Shopify store. This helps identify whether another application may be affecting the order lifecycle.
Include the affected Shopify order number.
If the order:
Is not a draft
Is not fulfilled
Is assigned to the correct fulfillment location
Is not on hold
Has remained missing after allowing sufficient sync time
…and the required investigation information has been collected, the issue can then be escalated for Packiyo support review.
No. Many order import issues originate from Shopify or third-party applications rather than Packiyo itself.
Yes. Backend fulfillment holds can prevent orders from being imported, even if the Shopify order appears normal in the user interface.
Yes. Apps that modify fulfillment, subscriptions, inventory, or order processing can impact when orders become available for Packiyo to import.
When troubleshooting a missing order:
Verify the order is not a draft/archived.
Confirm it has not already been fulfilled.
Check the assigned Shopify fulfillment location and make sure that it is assigned to your warehouse location.
Review whether the order is on hold.
Allow time for temporary synchronization delays.
Review installed Shopify apps that may affect order processing.
Collect the Shopify Order PDF and relevant screenshots before escalating.
An order not syncing into Packiyo is not always caused by Packiyo itself. Verifying the order's status, fulfillment configuration, Shopify holds, and third-party applications helps identify the true source of the issue before escalating it for further investigation.