Troubleshoot Shopify Order Sync Issues

There are different reasons that can cause your Shopify Order to not appear among your Bigblue Orders. There might be product links to adjust in Bigblue, fields to update on Shopify, missing information from a third party application…

In this article, we detail cases that you might encounter and how to troubleshoot them.

Identify what is the issue

In Shop integrations, select the store related to the missing order(s), scroll down and click on Orders.

All orders from your store are displayed in this list:

• Orders with a Synced tag are already managed by Bigblue, you can access your Bigblue order with the link on the left
• Orders with a Reprocess button are not yet managed by Bigblue, you can access your Shopify order with the link on the left, and you can read the error message on the right

Address the issue

Below are the troubleshooting guides for the most frequent sync error messages displayed by Bigblue, select the one that applies and jump directly to the instructions.

Product not linked

1. Verify the status:
   • Use the 🔄 Reprocess button to check whether the condition persists or not
2. Address the situation:
   • Open the link to the unlinked Shopify product’s page, i.e. Product 47563746279730
   • If you want this Shopify product to be fulfilled outside of Bigblue, follow this guide
   • Otherwise, copy the URL of the Shopify product page page
   • In Bigblue > Shop integrations > Products, paste the URL in the search bar
   • Link the Shopify product to the right Bigblue product or bundle and activate the link
   • Go back to Bigblue > Shop integrations > Orders, and click the 🔄 Reprocess button
3. Bulk reprocess orders (for multiple affected orders):
   • In Shopify admin > Orders, select the relevant Shopify orders and tag them with bigblue-reprocess

Product not found

1. Verify the status:
   • Use the 🔄 Reprocess button to check whether the condition persists or not
2. Address the situation:
   • Open the Shopify order — from Bigblue > Shop integrations > Orders, you can use the link on the left
   • Review all items in the Shopify order to identify the one causing the situation: it usually has no picture and clicking on its name doesn’t open a Shopify product page
   • Update the Shopify order according to your needs — you can either remove or replace the item
3. Bulk reprocess orders (for multiple affected orders):
   • Update all affected Shopify orders
   • In Shopify admin > Orders, select the relevant Shopify orders and tag them with bigblue-reprocess

No shippable product

1. Verify the status:
   • Use the 🔄 Reprocess button to check whether the condition persists or not
2. Address the situation:
   • Open the Shopify order — from Bigblue > Shop integrations > Orders, you can use the link on the left
   • Review each Shopify order item that needs to be shipped by Bigblue:
     • Click on the item to open the Shopify product (or variant) page

     • Scroll down to the Shipping section and ensure that This is a physical product is ticked

       

     • If the item is a variant, open the corresponding Shopify product page — if the item is a product, stay on the Shopify product page
     • Find the Tags section on the right and ensure that there is no bigblue-ignore tag
     • In the Tags section, add a bigblue-reprocess tag to push the Shopify product updates to Bigblue
   • Go back to Bigblue > Shop integrations > Orders, and click the 🔄 Reprocess button
   • Review the Shopify fulfillment’s Delivery method:

     • Go to the Shopify order page and find the Delivery method field, it’s probably Shipping not required

       

     • Update this field (with an API call) or recreate the order with a “real” delivery method
3. Bulk reprocess orders (for multiple affected orders):
   • Option 1 — Update all affected Shopify orders (with API calls for example), then, in Shopify admin > Orders, tag the relevant orders with bigblue-reprocess
   • Option 2 — Recreate all affected Shopify orders, they will automatically be processed by Bigblue

Waiting for global-e approval

1. Verify the status:
   • Use the 🔄 Reprocess button to check whether the condition persists or not
2. Address the situation:
   • Open your Global-e back-office and tackle the issue
   • Once the issue is solved with Global-e, they will automatically tag the Shopify order with Globale::Approved , which will trigger the reprocessing at Bigblue

Financial status is pending

1. Verify the status:
   • Use the 🔄 Reprocess button to check whether the condition persists or not
2. Address the situation:
   • Open the Shopify order — from Bigblue > Shop integrations > Orders, you can use the link on the left
   • If you're in a B2C case, you might relaunch the customer to get them to fully pay the order
   • If you're in a B2B case and configured payment terms for your customers to be able to pay after the delivery of the order, you can switch on the Synchronize orders with payment terms option for orders with a 'pending' payment status to be created in Bigblue before they're paid

Destination is not whitelisted

1. Verify the status:
   • Use the 🔄 Reprocess button to check whether the condition persists or not
2. Address the situation:
   • In your Shop settings, find the Countries for order sync line and click on Edit
   • Adjust your country lists to match your needs
   • Go back to Bigblue > Shop integrations > Orders, and click the 🔄 Reprocess button
3. Bulk reprocess orders (for multiple affected orders):
   • In Shopify admin > Orders, select the relevant Shopify orders and tag them with bigblue-reprocess

Order cancelled / already fulfilled on Shopify

1. Verify the status:
   • Use the 🔄 Reprocess button to check whether the condition persists or not
2. Address the situation:
   • Open the Shopify order — from Bigblue > Shop integrations > Orders, you can use the link on the left
   • If needed, adjust its status, it will automatically trigger the reprocessing at Bigblue
3. Bulk reprocess orders (for multiple affected orders):
   • In Shopify admin > Orders, adjust the statuses of the relevant orders in bulk

Order has tag bigblue-ignore

1. Verify the status:
   • Use the 🔄 Reprocess button to check whether the condition persists or not
2. Address the situation:
   • Open the Shopify order — from Bigblue > Shop integrations > Orders, you can use the link on the left
   • If needed, in the Tags section, remove the bigblue-ignore tag, it will automatically trigger the reprocessing at Bigblue
   • You might want to check why your order was tagged with bigblue-ignore to avoid future issues
3. Bulk reprocess orders (for multiple affected orders):
   • In Shopify admin > Orders, select the relevant Shopify orders and remove the bigblue-ignore tag

Invalid Destination: Postal must be set for this country

1. Verify the status:
   • Use the 🔄 Reprocess button to check whether the condition persists or not
2. Address the situation:
   • Open the Shopify order — from Bigblue > Shop integrations > Orders, you can use the link on the left
   • In the Shipping address section, click on the pencil icon and add a postal code
   • To prevent future similar issues, find here our best practices for accurate shipping addresses