Integrations: Troubleshooting
Integration Troubleshooting
Quick Summary: Diagnose and resolve common integration issues — connection failures, order sync problems, and fulfillment errors.
Overview
When an integration isn't working as expected, the issue typically falls into one of four categories: connection failures, order sync problems, fulfillment sync errors, or inventory sync issues. This page helps you diagnose and resolve the most common problems.
Quick Diagnosis
Start here when something isn't working:
- Open the integration in your portal
- Check the Status — is it Active or Inactive?
- If inactive, check if there's a Re-Authorize button or banner
- If active, check the Last Orders Sync timestamp — is it recent?
- Review your Filters settings — are orders being excluded?
Connection Failures
Integration Was Disabled Automatically
Floship monitors your store connection. If the connection fails continuously:
| Timeline | What Happens |
|---|---|
| First failure | System retries on each sync cycle |
| After 3 days | You receive an email warning that the integration will be disabled |
| After 5 days | Integration is automatically disabled, and you receive a notification email |
To fix: Re-enable the integration by resolving the underlying issue (see below) and toggling the status back to Active.
Credentials Expired or Invalid
| Platform Type | What to Do |
|---|---|
| Shopify | Click Re-Authorize on the integration page. Complete the OAuth flow in Shopify |
| WooCommerce | Generate new API credentials in WooCommerce admin (Settings → Advanced → REST API). Update the Consumer Key and Consumer Secret in Floship |
| Amazon | Verify your Seller ID and MWS Auth Token in Amazon Seller Central. Update if changed |
| Magento 1 | Check your API User Name and API Key in Magento settings |
| Magento 2 | Check your API User Name and API User Password in Magento settings |
| Brightpearl | Verify your Datacenter, Account ID, Account token, and App name |
| Webshipper | Enter only the first part of your Webshipper login URL in Account Name. For example, use demo-store for demo-store.webshipper.io . Also confirm the Webshipper user can access Orders, Shipments, Webhooks, Labels, and shipping documents |
| Other platforms | Regenerate API credentials in your platform's settings and update in Floship |
Store Offline or URL Changed
If your store is temporarily down or you changed your store URL:
- Wait until your store is back online
- If the URL changed, you may need to create a new integration with the updated URL
- Contact qa-testing+operations@floship.com if the issue persists
Order Sync Problems
Orders Not Importing
| Possible Cause | Solution |
|---|---|
| Integration is Inactive | Toggle status to Active |
| Filter rules excluding orders | Review your Filters settings — ensure they match the orders you expect |
| Wrong payment status selected | Check Sync Payment Statuses (Shopify) — ensure the correct statuses are included |
| Sync delay configured | Check Sync Delay setting — orders wait the specified time before import |
| Credentials expired | See Credentials Expired or Invalid above |
Duplicate Orders
| Possible Cause | Solution |
|---|---|
| Multiple integrations for same store | Check that you have only one Active integration per store domain |
| Overlapping filter rules | Review filters on all integrations for the same store |
Orders Importing Slowly
- Enable webhooks (WooCommerce) for near-real-time import
- Shopify webhooks are enabled automatically
- Without webhooks, orders import on the scheduled sync cycle (approximately every 15–30 minutes depending on the platform)
Fulfillment Sync Errors
Tracking Not Appearing in Store
| Possible Cause | Solution |
|---|---|
| Mark Fulfillments is disabled | Enable Mark Fulfillments in the integration settings |
| Integration is inactive | Ensure the integration is Active — fulfillments cannot sync on an inactive integration |
| Order was not imported via this integration | Fulfillments only sync back to the store the order was imported from |
Customer Not Receiving Shipping Emails
- Shopify: Enable Send fulfillment notification in the integration settings
- WooCommerce: Enable Send customer shipment notice in the integration settings
- Other platforms: Shipping notification behaviour depends on the platform's own settings
Inventory Sync Issues
Inventory sync is available for select platforms (Shopify, TikTok).
Inventory Not Updating in Store
| Possible Cause | Solution |
|---|---|
| Sync Inventory is disabled | Enable Sync Inventory in the integration settings |
| Location mapping not configured | Configure location mappings so stock updates go to the correct store location |
| Platform doesn't support inventory sync | Check the Supported Platforms table — not all platforms support inventory sync |
Warning: Inventory sync is one-way: from Floship to your store. Changes made directly in your store's inventory will be overwritten on the next sync.
Troubleshooting
| Issue | Cause | Solution |
|---|---|---|
| Integration disabled automatically | Connection failed for 5+ days | Fix credentials or store issues, then re-enable the integration |
| Re-Authorize banner appears | OAuth token expired | Click Re-Authorize and complete the authorization flow |
| Orders not importing | Integration inactive, filters excluding, or credentials expired | Check status is Active, review filters, and verify credentials |
| Duplicate orders appearing | Multiple active integrations for same store | Ensure only one integration per store domain is Active |
| Tracking not appearing in store | Mark Fulfillments disabled or integration inactive | Enable Mark Fulfillments and ensure integration is Active |
| Inventory not updating in store | Sync Inventory disabled or location mapping missing | Enable Sync Inventory and configure location mappings |
| Error saving location mapping: warehouse already assigned to another location | Each warehouse can be mapped to only one store location | Remove the warehouse from its current location mapping first, save, then map it to the new location. Contact your Account Manager if you need help planning the switch |
| Customer not receiving shipping emails | Platform notification setting disabled | Enable the notification toggle in the integration settings |
| Orders importing slowly | Webhooks not enabled | Enable webhooks (WooCommerce) for near-real-time import |
| Webshipper setup fails | Account Name includes a full URL, .webshipper.io, spaces, or a display name |
Enter only the first part of your Webshipper login URL, then try again |
| Webshipper says the login details are rejected | Wrong Webshipper account name, wrong password, or the Webshipper user is not allowed to connect external integrations | Confirm the login URL, use the first URL part as Account Name, verify the password, and make sure the Webshipper user can access Orders, Shipments, Webhooks, Labels, and shipping documents |
Workflows
Workflow: Diagnose Why Orders Are Not Importing
When: Your store has new orders but they don't appear in the portal.
Steps:
- Open the integration settings for your store
- Check the integration status — if Inactive, re-enable it
- If a Re-Authorize banner appears, click it and complete authorization
- Review your Filters — ensure they're not excluding the orders you expect
- Check Sync Payment Statuses (Shopify) — ensure the correct statuses are selected
- Wait for the next sync cycle and check again
Result: Orders appear in your portal once the sync completes with correct settings.
Workflow: Fix Fulfillment Not Syncing to Store
When: Orders are fulfilled but your store still shows them as unfulfilled.
Steps:
- Open the integration settings
- Verify Mark Fulfillments is enabled
- Check that the order was fulfilled (status = Fulfilled)
- Wait for the next sync cycle
Result: Fulfilled orders are marked as shipped in your store.
Workflow: Re-Authorize an OAuth Integration
When: A "Re-Authorize" banner appears on your Shopify, Salla, or TikTok integration.
Steps:
- Open the affected integration
- Click the Re-Authorize button
- Complete the authorization flow in the popup window
- Verify the integration status returns to Active
Result: The integration reconnects and resumes syncing.
Workflow: Fix Webshipper Setup
When: Webshipper setup shows an error after you click Continue.
Steps:
- Open Webshipper in your browser and confirm you can log in.
- Look at the Webshipper login URL.
- Copy only the first part before
.webshipper.io. - Enter that value in Account Name in Floship.
- In Webshipper, confirm the same user can access Orders, Shipments, Webhooks or live notifications, Labels, and shipping documents.
- If you are not sure, ask Webshipper support to confirm the user can connect external integrations.
- Retry setup in Floship.
Result: Webshipper accepts the connection and the integration can be saved.
When to Contact Support
Contact qa-testing+operations@floship.com if:
- You've verified all settings and orders still aren't importing
- Your integration keeps being disabled despite valid credentials
- You see error messages you don't understand
- You need help with a platform not covered in this guide
When contacting support, include: - Your store URL / domain - The platform (Shopify, WooCommerce, etc.) - When the issue started - Any error messages displayed