Integrations: Troubleshooting
Integration troubleshooting
Quick Summary: Find why a connection, order import, fulfillment update, or inventory sync has stopped. For: Clients Level: Beginner
Overview
Most integration problems come from a few sources. The connection is inactive or needs authorization. Credentials expired. A filter excludes the order. A fulfillment or inventory setting is off. A store location is not mapped.
Use the checks below to find the cause before you contact support.
First checks
Open Integrations from the username menu: Account Management → Integrations.
- Check Status. Fix the cause before you set it to Active.
- Complete any Re-Authorize prompt.
- Compare Last Orders Sync with a recent order update in the store.
- Review Filters and the platform import settings.
- Confirm the store is online and its URL has not changed.
Last Orders Sync can stay unchanged after a successful empty poll. Treat it as a source update watermark.
Connection failures
A connection was disabled automatically
The portal records each failed connection attempt. Continuous failure moves the connection through these stages:
| Stage | What happens |
|---|---|
| First failure | The failure is recorded and later syncs retry the connection. |
| After 3 days | The portal queues a warning email and creates a portal notification. |
| After 5 days | The connection becomes Inactive. The portal queues a disconnection email and creates a notification. |
Some authorization errors disable a connection immediately. Re-enable the connection only after you fix the cause.
To restore a connection, fix the cause, open the connection, set Status to Active, and select Save.
Credentials expired or invalid
| Connection | What to check |
|---|---|
| Shopify | Select Re-Authorize, then complete the Shopify prompt. |
| Shopline | Select Re-Authorize, then complete the Shopline prompt. |
| Salla | Select Re-Authorize, then complete the Salla prompt. |
| TikTok | Select Re-Authorize, then complete the TikTok prompt. |
| WooCommerce | Create a key in WooCommerce → Settings → Advanced → REST API. Update Consumer Key and Consumer Secret. |
| Magento 1 | Check API User Name and API Key in your Magento settings. |
| Magento 2 | Under Connection method, select Connect through Magento and Connect with Magento, update both displayed URLs in Magento, then activate or reauthorize the integration. Wait for Magento connected, review Status, and select Save. For Enter OAuth credentials, replace all four keys together. Keep Magento two-factor authentication enabled. See Magento setup. |
| Brightpearl | Check Datacenter, Account ID, Account token, and App name. |
| Amazon | The direct Amazon connector is retired. Existing records remain for history. Ask your Account Manager about the current CartRover route. |
| Other platforms | Update the credentials in the store admin and in the connection. |
Amazon ended MWS access after 31 March 2024. Read the official Amazon retirement notice.
Workflow: Fix Webshipper setup
When: Webshipper rejects the connection or shows a setup error.
- Open Webshipper and confirm the user can log in.
- Copy the first part of the login URL, before
.webshipper.io. - In Account Name, enter that value without
https://or spaces. For example,demo-store. - In Webshipper, allow the user to reach orders, shipments, webhooks, labels, and shipping documents.
- Retry the connection.
Ask Webshipper support to confirm the user can connect external integrations when login still fails.
Store offline or URL changed
- Wait for the store to come back online.
- If the store URL changed, follow that provider's guide or ask support to update the connection.
- Ask support to plan a replacement when the provider cannot update its saved URL.
- Contact qa-testing+operations@floship.com if the issue continues.
Coordinate the switch with Support to avoid duplicate imports and preserve shipment updates.
Workflow: Re-authorize an OAuth integration
When: Re-Authorize appears on a Shopify, Shopline, Salla, or TikTok connection.
- Open the connection.
- Select Re-Authorize.
- Complete the authorization in the provider window.
- Reopen the connection and check Status.
- Select Save after any setting change.
Result: The connection holds the new access. Make sure Status is Active before you test a new order.
Order sync problems
Workflow: Diagnose why orders are not importing
When: The store has new orders but they do not appear in the portal.
- Check Status is Active.
- Complete any Re-Authorize prompt.
- Review Filters for an excluding rule.
- Check Sync Payment Statuses on Shopify or Shopline.
- Check Sync Delay on Shopify.
- Confirm the order was created or updated after the connection was registered.
- Wait for the next sync cycle.
Result: Eligible orders import after the next successful sync. Excluded or older orders stay out.
Duplicate orders
| Issue | Cause | Solution |
|---|---|---|
| Duplicate orders appear in the portal | More than one connection imports the same store | Disable the duplicate connection, or ask support to review it. |
| Duplicate orders appear in the portal | Overlapping filter rules | Compare Filters on every connection for that store. |
Orders importing slowly
- Shopify creates its webhooks automatically for active connections.
- WooCommerce needs Enable Webhook, then Save.
- Without webhooks, orders arrive on the scheduled poll, usually every 30 minutes .
- A slow or failing provider can delay more than one cycle.
Fulfillment sync errors
Workflow: Fix fulfillment not syncing to store
When: The portal shows an order as fulfilled but the store does not.
- Confirm the connection is Active.
- Confirm Mark Fulfillments is Yes where the setting appears.
- Confirm the order has tracking and a mapped location.
- Confirm the order came from this connection.
- Wait for the next sync, then check the store.
Result: Confirm the fulfillment and tracking in the provider. A saved setting does not prove delivery.
If a Magento 2 update reports an unknown result, check for an existing shipment in Magento and contact support before retrying. The portal blocks automatic resubmission to avoid duplicate shipments.
Tracking not appearing in store
| Issue | Cause | Solution |
|---|---|---|
| Tracking not in store | Mark Fulfillments is No | Set it to Yes and select Save. |
| Tracking not in store | The connection is inactive | Set Status to Active. |
| Tracking not in store | The order came from another connection | Use the connection that imported the order. |
| Tracking not in store | Tracking or a location mapping is missing | Add the tracking and map the store location. |
Customer not receiving shipping emails
- Shopify: Enable Send fulfillment notification.
- Shopline: Enable Send fulfillment notification.
- WooCommerce: Enable Send customer shipment notice.
- Magento 1 and Magento 2: Enable Send customer shipment notice.
- Other providers use their own store email settings.
Inventory sync issues
Many platforms support inventory sync. The setting appears as Sync Inventory.
Inventory not updating in store
| Issue | Cause | Solution |
|---|---|---|
| Inventory not updating | Sync Inventory is No | Set it to Yes and select Save. |
| Inventory not updating | A store location is not mapped | Map each store location to the source location. |
| Inventory not updating | The SKU does not match | Compare the portal and store SKUs. |
| Inventory not updating | The platform has no inventory sync | Use the provider's own stock tools. |
Note: Inventory sync sends portal stock to the store. Store-side changes to synced SKUs and locations can be replaced at the next stock sync.
Troubleshooting
| Issue | Cause | Solution |
|---|---|---|
| Connection disabled automatically | Connection failed past the disconnection threshold | Fix credentials or store access, then set Status to Active. |
| Re-Authorize appears | The connection needs authorization or more access | Select Re-Authorize and finish the provider flow. |
| Orders not importing | Inactive status, an excluding filter, or expired access | Check Status, Filters, and authorization. |
| Orders older than the connection | The connection does not backfill earlier orders | Ask support about a supported recovery. |
| Duplicate orders | More than one connection imports the same store | Disable the duplicate connection and review both filter sets. |
| Orders importing slowly | Webhooks are off or the provider is delayed | Turn on Enable Webhook in WooCommerce, then Save. |
| Tracking not in store | Fulfillment setting off, no tracking, or no mapping | Check Mark Fulfillments, tracking, and Locations Mapping. |
| Shipping email missing | Store notification setting is off | Enable the provider notification setting and check its store email settings. |
| Inventory not updating | Sync off, no mapping, or SKU mismatch | Check Sync Inventory, location mapping, and SKUs. |
| Mapping save rejected | The location is assigned to another store location | Remove it from the current mapping, save, then map it again. |
| Webshipper setup fails | Account Name holds a URL, suffix, spaces, or display name | Enter only the first URL part, for example demo-store . |
| Webshipper rejects login | Wrong account name or password, or the user lacks access | Confirm the first URL part, password, and Webshipper user permissions. |
When to contact support
Contact qa-testing+operations@floship.com when:
- A connection keeps failing after you fix its cause.
- Eligible orders still do not import after a successful sync.
- The screen shows an error you do not understand.
- Your platform is not covered by this guide.
Include the store domain, platform, issue start time, and any displayed error message.