StoreFulfil™ Library

Operating journey / step 50

Run the floor

Troubleshooting

Use this guide when work has reached this point. If the visible state does not match, stop and follow the named hand-off.

Troubleshooting: Missing Orders

Steps to take when an order exists in Shopify but does not appear in StoreFulfil.

Updated Aug 2026
Owner: Technical Support
Area: Integrations

Before you begin

Find out whether a Shopify order is delayed, filtered, ineligible, or blocked before escalating a missing import.

Prerequisites

  • The Shopify order number and client store are known.
  • The Admin can view connection health and run the supported client sync.
  • The order’s Shopify fulfilment or cancellation state can be checked.

Stop and check

Do not create a replacement order or assume an absent queue row means the order is safe to fulfil.

If an order is visible in Shopify but cannot be found in StoreFulfil, a synchronisation event may have failed.

Resolution

  1. An admin can run the manual client sync action to fetch recent changes.
  2. Verify the order is eligible for fulfilment (e.g. not already fulfilled).

What this is and when to use it

Use this Admin guide when an order is visible in Shopify but absent from the StoreFulfil queue.

Check before escalating

  1. Confirm the client and Shopify order number.
  2. Check connection health and whether the order is already fulfilled, cancelled, or otherwise ineligible.
  3. Run one supported client sync and read the result.
  4. If it remains absent, stop repeating sync and hand over the evidence.

Questions and hand-off

If The order appears after sync but is not ready

Open it and follow its displayed blocker; absence and ineligibility are different cases.

If Sync still does not show it

Give the client, order number, sync time/result, and Shopify state to support.

What happens next

The order is either visible with its current state or has an evidence-based hand-off; no replacement order is created.

Expected Outcome

Client sync attempts to import eligible recent changes; connection health and the sync result explain what to check if the order remains absent.

Runbook evidence

Use these signals to decide whether the work is ready to continue, complete, or needs an owner.

State checkpoints

Not visible yet

StoreFulfil has no local record that can be opened from the queue.

Next: Check client readiness and run one client sync.

Imported but not actionable

The order exists locally but eligibility, payment, hold, or terminal state prevents routine work.

Next: Open the record and follow its named blocker.

Still absent after sync

The supported import path did not produce the expected local record.

Next: Stop repeating sync and escalate with the order and connection evidence.

Completion evidence

  • The order is visible with current Shopify state or has a complete evidence-based hand-off.

Escalation evidence

  • Record the client, Shopify order number, sync time/result, connection health, and terminal state.

Work safely

Who may take this action

Warehouse Admin

What you should see

StoreFulfil has no local record that can be opened from the queue.

Safe next step

Check client readiness and run one client sync.

What not to do

Do not create a replacement order or assume an absent queue row means the order is safe to fulfil.

How to tell it is complete

The order is visible with current Shopify state or has a complete evidence-based hand-off.

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