Some Shopify orders are not importing into Shipstation after Shop Pay glitch

[SwankyBadgerMan]

Hey there,
We have been having a glitch with some of our Shopify orders where it never makes it to our fulfillment software Shipstation.
We've been having to diff Shopify vs. Shipstation to make sure we do not miss any (which has been about one a week that we know about).

The orders seem to have a glitch where:
the customer pays -> a new tax amount is applied -> the authorization is voided -> Pending payment failure email was sent to Customer -> order stuck in purgatory and never makes it to Shipstation.

Here is our checkout rundown for this particular problem order:

Shipstation shows no errors so it seems like it is a problem on the Shopify side.
We are wondering if this is something happening with other people as well and what we might do about this?
We can pull all the Shopify orders in Shipstation and then pull all the Shopify orders and see if they're all  there and imported, but that sounds like a nightmare in busy seasons where we'll have thousands of orders per day.

Any help much appreciated!

[SwankyBadgerMan]

Here is another instance:

Another one where the authorization gets voided -> shopify resends invoice -> invoice paid later -> never exports

[SwankyBadgerMan]

Still seeing this happening. We setup a catch for it, but at least half dozen orders a week this is happening with.
authorization gets voided -> shopify resends invoice -> invoice paid later -> never exports
only happening with Shopify Pay as of a couple weeks ago

[Shay]

Hey there @SwankyBadgerMan 

Thank you for the screenshots of this issue you are experiencing. I definitely recognize how important it is to get this resolved. Have you been in contact with ShipStation yet? I recommend connecting with them first so they can confirm if this is a syncing issue on their end. If it is, it is up to them to update their app and resolve it. 

If it is not, they are in a position to also connect with our technical team to report this issue from their end as well as your end. Having the direct feedback from Shipstation to our technical support detailing the issue will help us in reviewing and resolving it. 

[SwankyBadgerMan]

I have been in contact with Shipstation.
Shipstation never receives an event on their side to import the order after payment fails so it is failing on the Shopify end of the integration and seems to always be attached to Shop Pay payments.

[Kitana]

@SwankyBadgerMan, thank you for that information. Please contact our support team so they can start to look into this and loop in the right team to investigate if they need to. Write "support advisor" in the chat, and then follow the prompts to connect to our live chat. 

[SpacemanBBQ]

I am also having this issue.  Very randomly.  I am going to check and see if it attached to Shop Pay, but I don't think that is the case.  ShipStation says it's not their problem.

[ecomn]

Having the same issue with Shop Pay items that fail auth first time. Never imports.

[ggequine]

We are also having this same issue.  Just caught the first one and will now have to go back and review orders to see if there are others.

[Shay]

Hey folks! Thank you for sharing these details and information about this syncing issue you have experienced. Shipstation is fully in control of their app integration and how orders sync with their services. If you have not yet, please connect with them to report these issues and they can investigate further. If there is an issue on the Shopify side of things, Shipstation can then connect with our developers to report any platform problems their app is experiencing. 

[gg-equine]

Same issue, order was voided, tax amount updated and then it never imported to Shipstation.