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

SwankyBadgerMan
Tourist
4 0 4

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:
Screenshot 2024-03-04 132542.png
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!

Replies 5 (5)

SwankyBadgerMan
Tourist
4 0 4

Here is another instance:
Screenshot 2024-03-05 164549.png

 

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

SwankyBadgerMan
Tourist
4 0 4

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
still_still_still_not_uploading.png

Shay
Shopify Staff
2828 442 576

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. 

Shay | Social Care @ Shopify 
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SwankyBadgerMan
Tourist
4 0 4

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
Shopify Staff
159 10 38

@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. 

Kitana | Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog