Order troubleshooting — Shopify

When Shopify orders fail to sync with Everspring, it’s often due to mismatched product data or missing information. This article walks you through the most common causes and how to resolve them step-by-step.

Written By Bas den Hoed

When Shopify orders don't sync

Orders fail to reach Everspring for a small number of reasons. Walk through this checklist in order — most issues sit in the first three steps.

1. Active eWallet

Orders won't forward without an active, funded eWallet. If you haven't set yours up yet, follow Step 2 — Activate your eWallet. Already activated? Confirm it still has balance and no failed top-ups.

2. SKU consistency

The SKU on the Shopify product must match the product in your Everspring catalog. SKU changes break the link — the order has nothing to route to. Check the SKU on the Shopify product details page and compare it against Everspring.

3. Vendor set to Everspring

The Vendor field on the Shopify product must say Everspring. If it's been renamed to your own brand or anything else, Everspring won't recognize the product as one of ours. See Critical fields — never edit these on Shopify products for the full list of protected fields.

4. Product still in your Everspring catalog

If the product has been removed from your Everspring catalog (by you or automatically because the supplier delisted it), Shopify orders for that SKU can't route anywhere.

5. Product in stock

Out-of-stock products on Everspring block the order — the system won't forward what it can't fulfill. Check stock in your Everspring dashboard before resyncing.

6. Check for error messages

Open the order's timeline in Shopify and look for system alerts. Common causes:

  • Missing address fields (first name, last name, street, house number, email)
  • House number bundled into the street name (our parser expects them separate)
  • eWallet balance hit zero during processing

Fixing a stuck order

  1. Walk the checklist above and fix whatever's broken (SKU, vendor, stock, eWallet, address).
  2. In Shopify, click Request fulfillment again on the order to retry the sync.
  3. If the automatic retry still fails, manually create the order in your Everspring dashboard and mark the Shopify order as fulfilled.
  4. Still stuck? Contact support with the Shopify order number and what you've already checked.

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