Orders imported from Shopify can be excluded at the line item by a Fulfillment Service. An order's line items that do not match the configured Fulfillment Service will not be imported as part of the order.
Occasionally orders will import from Shopify with no line items. There are 3 main causes of Shopify orders importing with no line items:
1. 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.
2. Wrong Fulfillment Service was selected in DropStream store settings
The Shopify store settings page in DropStream has menus allowing users to select the specific Fulfillment Service and Fulfillment Location. Confirm your settings with the Shopify user.
3. Merchant has multiple integrations connected to their Shopify Account.
DropStream imports all Paid/Unfulfilled orders in the Shopify account for the given time period. For those orders, DropStream 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 DropStream with no line items.
What to do:
It is difficult to tell which scenario is causing orders to import with no line items. The recommended approach is to email DropStream Support, so that our support engineers can review the actual API output received from the Shopify account and diagnose the cause.