When an automation rule doesn't run on an order, the cause is usually the rule's status, when the order arrived, another rule higher or lower in the list, or a trigger value that doesn't match the order exactly. Find your symptom below for the cause and the fix.
Before You Begin
- Rule is active: The rule must be active. Duplicated rules are always created inactive.
- Order arrived after the rule: Rules only run on orders created or imported after the rule was created.
- Order is pending: Rules only run on orders with a pending status.
For how automation rules run, including rule order and order tags, see How to Use Automation Rules in ShipHero. For copied rules, see How to Duplicate Automation Rules in ShipHero.
Table of Contents
How to Check Whether an Automation Rule Ran
The order history on the Order Details page lists every automation rule that ran on the order. Start here to learn whether the rule didn't run at all, or ran and was overwritten.
- Open the affected order's Order Details page.
- Scroll to the order history. Entries are listed newest first, so read from the bottom up to see changes in the order they happened.
- Look for the rule's name. When it's missing, the rule didn't run. When it's there but the change isn't on the order, a later rule or a manual change overwrote it.
Common Reasons an Automation Rule Isn't Working
Automation Rule Didn't Run on an Order That Arrived Before the Rule
Automation rules only run on orders created or imported after the rule was created. Editing a rule doesn't apply it to orders already in ShipHero.
Fix: Make the change on existing orders by hand, or with Bulk Edit on the Manage Orders page.
Automation Rule Didn't Run After a Tag Was Added to the Order
Automation rules run once, when the order is created or imported. Adding a tag on the Order Details page or with Bulk Edit after that does not rerun rules with an Order Tag trigger. The only exception is tags added in Shopify later, when the rule has Rerun this rule on order tags import turned on (it's on by default).
Fix: Add the tag when the order is created (on the manual order form, in a CSV Order Upload, or from your store), or use an earlier automation rule with the Set order tag action. For orders already in ShipHero, make the change by hand. See How to Use Order Tags in ShipHero.
Another Automation Rule Overwrote the Rule's Action
Rules run from the top of your list to the bottom, so a rule lower in the list can override or reverse an action from a rule higher up. A higher rule can also change the order so a later rule's trigger no longer matches, for example by changing the number of unique SKUs.
Fix: On the Orders > Automation Rules page, drag the rule whose action should be final lower in the list.
Automation Rules Stopped Running After an Order Was Fulfilled
When a rule cancels the whole order or all its line items, the order changes to Fulfilled right away. Rules below it in the list can't change a fulfilled order, even though they may still appear to run.
Fix: Move rules that cancel orders or line items toward the bottom of your rule list.
Automation Rule Trigger Doesn't Match the Order Data
A trigger only matches when the order's data fits the condition. Check the rule for these common mismatches:
- Equals vs. Contains: Equals needs an exact match. Contains accepts a partial match.
- Spelling and spaces: SKUs, tags, and shipping methods must match exactly. Spelling errors and extra spaces are the most common cause.
- Shopify tags: Tags imported from Shopify always begin with "shopify tag". Include that prefix when you use an Equals condition.
- State and country codes: Codes must use the supported format. Address triggers use the address as imported, before address validation.
- Shipping triggers: Use Shipping Method or Shipping Name, not Shipping Carrier, when you mean the service on the order.
- Multiple triggers: Every trigger must be true (AND logic). The more triggers a rule has, the fewer orders it matches.
Duplicated or Copied Automation Rule Isn't Running
- Copied in the same account: Copies are always created inactive. Open the copy and activate it.
- Copied from another client account: A mapped value can point somewhere unexpected. Open the copy and confirm the vendor, warehouse, shipping method, shipping box, warehouse profile, and fulfillment status are correct for this client.
- Copied with a SKU action: ShipHero doesn't check that the SKUs exist in the destination client's catalog. Confirm each SKU exists.
Still need help with an automation rule? Contact your Implementation Specialist or the Support team with the order number and the name of the rule.