Orders imported from Shopify can be excluded by a Fulfillment Service at the line-item level. If an order's line items do not match the configured Fulfillment Service, those line items will not be imported as part of the order.
For this reason, orders in your DropStream Store may occasionally be imported from Shopify with no line items.
What causes orders imported to DropStream to have no line items?
There are three main causes that a Shopify order may import to DropStream with no line items:
- Merchant did not configure product for given Fulfillment Service.
- Wrong Fulfillment Service was selected in DropStream Store settings.
- Merchant has multiple integrations connected to their Shopify account.
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.
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.
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 if orders import to DropStream with no line items
It may be difficult to determine which scenario is causing orders to import with no line items. If you encounter this issue, contact the DropStream Support team at email@example.com. We'll review the API responses from the Shopify account and diagnose the cause.