Expected Behaviors (Order Sync)
- When local pickup orders are fulfilled in CommentSold, Shopify sends a ready for pickup email to the customer (if you have this set up within Shopify). In this instance, customers will NOT receive a duplicate notification from CommentSold.
- Shipping label information and the order status (Fulfilled or Partially Fulfilled if order was split) syncs to Shopify once a shipping label has been generated for that order or when a packing slip has been printed in CommentSold.
- Orders cancelled or refunded in Shopify will be marked as fulfilled in CommentSold.
- The order will show a Returned by Shopify badge next to the item(s).
- If you use a Tiktok integration through Shopify directly (not the TikTok integration in CommentSold), those order will come over to CommentSold with a badge that says Shopify TikTok.
- These orders will not generate all of the badges and notifications that you would normally see on orders created using the CommentSold Tiktok integration.
Manually Sync An Order
Occasionally, an order will fail to sync to CommentSold. If you can't find a shopify order in CommentSold, you can manually push it to CommentSold from your MyShipManager account.
- Login to your MyShipManager account.
- Under the Inventory tab, select Retrieve Order.
- Enter the Shopify order ID.
- Select Import into CommentSold.
The order will manually sync over to CommentSold or a message will appear with a reason why the order cannot be synced.
FAQs
How do I get my Shopify orders into CommentSold?
With our My Ship Manager integration, you can pull Shopify orders into CommentSold for fulfillment.
Learn more about the My Ship Manager integration.
What fulfilment details are synced back to Shopify?
Shipping label information and the order status (Fulfilled or Partially Fulfilled if the order was split) syncs to Shopify.
How do I identify my Shopify orders in CommentSold?
When a Shopify order syncs to CommentSold, it receives a CommentSold order number. However, you can still see the Shopify order number on the order details row on your CommentSold Orders page.
Shopify order numbers appear as #shopify_order_[ordernumber].
Troubleshooting Errors
Here are some common errors and their resolutions:
Issue: Shopify order not syncing to CommentSold.
Shopify orders will not sync to CommentSold if:
- The items in the order do not have inventory in the default location selected
- They are Shopify POS orders
- The shipping address is outside the United States, Canada, or APO/FPO addresses
- The order was placed before the initial MyShipManager sync process was completed.
- All of the items in the order are not physical goods (i.e. digital goods, dropship items)
Shopify orders with both physical and digital goods or dropship items will be split - physical goods in the order will sync over to be fulfilled via CS while digital goods should be fulfilled in Shopify.
The partial fulfillment in CS will then post back into Shopify and update the order status appropriately to partially fulfilled (until the full order with the digital goods is finalized/fulfilled in Shopify).
None of the above apply? Try this:
- Login to your MyShipManager account.
- Under the Inventory tab, select Retrieve Order.
- Enter the Shopify order ID.
- Select Import into CommentSold.
The order will manually sync over to CommentSold or a message will appear with a reason why the order cannot be synced.
Issue: Order shows “missing email” but there is an email in the order details
This indicator implies there isn’t an email in their customer account.
Issue: Shopify orders are not combining in CommentSold
- Shopify orders must be combined in Shopify. Order merging isn't a built-in Shopify feature, but there are apps for it. A popular one is called Combine & Merge Orders.
- Orders placed in Shopify cannot be combined with orders placed in CommentSold.
Issue: Order fulfilled in Shopify not showing as fulfilled in CommentSold
The sync only goes from Shopify to CS. If you are using Order Sync, you should fulfill your orders in CommentSold. If you choose to fulfill an order in Shopify instead, you will need to manually mark the order as fulfilled in CS.
Issue: Trying to exchange but the exchange button is greyed out.
We do not currently support exchanges for orders synced to CS from Shopify. Exchanges for these orders must be done in Shopify. Orders that are exchanged in Shopify should also be fulfilled in Shopify to avoid issues. You will then need to manually mark the order as fulfilled in CommentSold.
Inventory will still properly decrement for exchanges.
Issue: Order has shop phone number and not customer phone number
If you have the 'guest' checkout option enabled in Shopify, the customer can checkout without logging into their Shopify account. If a customer chooses guest checkout, they only have to include an email in the order.
Customers have to click the Log In link for their info to sync to the order. You can contact the customer via email to get a phone number or add a phone number to the order manually in CS, if desired.
Issue: Item returned in Shopify not showing as returned in CommentSold
The item was likely removed from the order in Shopify instead of refunded. Refunding and Removing are two separate actions in Shopify and we do not recognize the Remove function. The remove function in Shopify is used to remove items from an order without refunding the customer.
We do not recommend shops use the Remove function on orders in Shopify.
Issue: Customer getting “order picked up” email right after the “ready for pickup” email
If your customer has the Shopify Shop App installed, they may receive a notification that their order has been picked up immediately after receiving the “ready for pickup” email. This action is not controlled by CommentSold. Please contact Shopify support for more assistance.