Here are some common errors and their resolutions:
Issue: Order status did not sync to CommentSold from Shipstation
This could be caused by;
- The order was manually marked as shipped instead of being marked as shipped via label creation. In these instances, ShipStation doesn’t send webhooks.
- We sometimes do not catch all webhooks, so CommentSold runs a nightly sync to pull in shipment status, tracking numbers, and move orders in CommentSold to fulfilled status.
Issue: Duplicate orders in Shipstation
If you're syncing orders to Shipstation via Shopify, connecting MyShipManager Order & Inventory Sync and then reconnecting Shipstation through CommentSold will create duplicate orders.
The best practice is to have all orders in Shipstation fulfilled or delete unfulfilled orders from Shipstation and then connect MSM and reconnect Shipstation through CommentSold. Any unfulfilled orders you removed will sync back to Shipstation once reconnected.
Issue: Local Pickup orders not syncing to Shipstation
If shipped orders are syncing but local pickup orders are not, check the Setup tab > Fulfillment > Navigate to the ShipStation section to see if “Sync Local Pickup Orders” is Disabled.
Issue: Shipped orders not syncing to Shipstation
This is most commonly a result of:
Shipstation not being connected when the order was placed.
- If you connected Shipstation to CS after the date the order was placed, the order will not sync to Shipstation automatically. You can manually sync it by clicking the Sync with ShipStation button on the order in the Orders tab of CommentSold.
The customer’s email and/or shipping address are incomplete or inaccurate.
- You can check this by clicking the pencil to make sure the customer has a valid email and shipping address entered. Be sure to check for misspellings in the email or inaccurate zip codes in the address.
CommentSold set to inactive in Shipstation.
- In Shipstation, check Settings > Selling Channels > Store Setup > Inactive Shops. If CommentSold shows in that section, set it to Active. That should resolve the sync issues.
None of those apply? Try getting the API keys from ShipStation again and updating them in CommentSold. You can update them under Setup > Fulfillment.
Issue: “402 Payment Required” in ShipStation
A "402 Payment Required" error in ShipStation indicates that payment is necessary to access the requested functionality or resource.
This could be due to an overdue subscription, an issue with your payment method, or a problem with the billing information in Shipstation. To resolve this, ensure your Shipstation account is up-to-date, verify payment details, and contact ShipStation support if needed.
Issue: Orders not syncing
Shipped orders do not sync into Shippo.
Local Pickup orders do not sync with Goshippo because they do not require a shipping label.
Issue: The label amount is showing differently in GoShippo than in CommentSold.
CommentSold shows what the actual rate is from USPS. GoShippo will sometimes offer discounted rates by paying the difference.
For example, if CommentSold shows $11 and GoShippo shows $10.50, the label is still $11 but GoShippo is paying the difference.
The amount in GoShippo is what is actually charged to you.