This article covers order settings for your Shopify integration in ShipHero — including how order changes sync between platforms, how to control which orders are imported, customer notification settings, multi-warehouse order allocation, and fulfillment hold behavior. Part of the Shopify Integration Settings guide.
Orders typically sync within a few seconds, though it can sometimes take several minutes. By default, ShipHero pulls in the last three weeks of orders upon connection. Access these settings by going to My Account > Stores and selecting the Settings button for your Shopify store.
Table of Contents
- Order Behavior & Syncing
- Preventing Orders from Importing
- General Order Settings
- Order Allocation Settings
- Import Order with Fulfillment Holds
Order Behavior & Syncing
Here's how common order adjustments affect an order on the other platform. Most processing errors happen when a user edits an order that's already being processed. To avoid issues, always confirm an order isn't being processed by your warehouse team before making any changes.
Actions taken in Shopify have the following effects in ShipHero:
| Action in Shopify | Result in ShipHero |
|---|---|
| An order is canceled | The order will be canceled in ShipHero. |
| You cancel a line item | The item will be canceled in ShipHero. |
| You add products to an order | They will be added to the order in ShipHero. |
| You refund an order | ShipHero will add a transaction note to the order history. |
Actions taken in ShipHero have the following effects in Shopify:
| Action in ShipHero | Result in Shopify |
|---|---|
| You cancel a line item | It will not update the order in Shopify. |
| You cancel the entire order | The order will be canceled in Shopify. |
| You add products to an order | They will not be added to the order in Shopify. |
| You refund an order | Shopify will refund the customer's original payment method. |
Preventing Orders from Importing
ShipHero's native integration pulls all orders as they're placed. If you want to prevent all or a set of old orders from importing, use the "Do not import orders before this order ID" setting.
- To prevent all orders from importing: Set the Order ID field to a very high number like 999999999999999 and hit Save. This is useful if you want to set up your inventory in ShipHero before you start processing orders.
- To prevent old orders from importing: Find the Shopify Order ID for the oldest order you want to import. Paste that ID into the field and save.
General Order Settings
- Notify customers via email: Enables ShipHero to send a webhook to Shopify upon order completion, which triggers Shopify to email your customers with the tracking information for their order. ShipHero itself does not send these notifications.
-
If an order is canceled or refunded in ShipHero, have Shopify send an email: Triggers a customer email from Shopify when an order is canceled or refunded in ShipHero.
If the automation rule "Cancel in ShipHero but not in Store platform" is used, the email will not be triggered to your customer.
- Free SKU For First-Time Customers: Automatically adds a free product (with a specified SKU that must exist in ShipHero) to a new customer's order.
Order Allocation Settings
For multi-warehouse accounts, these settings determine which warehouse an order will ship from. You can either select a single warehouse or choose "Let ShipHero decide."
Best Practice
We recommend using Multi Warehouse Allocation (MWA) Rules instead of this legacy setting. If MWA is enabled, these settings will be ignored.
Import Order with Fulfillment Holds
Important
Automation rules run on order import. When an order with a fulfillment hold imports into ShipHero, the pending fulfillment quantity for the line items is 0. Therefore any rules using a SKU, pending line items, etc. as a trigger will not successfully run for orders that are imported with a fulfillment hold.
When this setting is enabled, orders created with a fulfillment hold (common with post-purchase offers) will be imported and a 90-minute hold will be placed on the "hold until date" field of the order.
- If the hold is released by Shopify during that time, the hold will be removed in ShipHero. If the hold is not removed by Shopify, it will be released in ShipHero after 90 minutes.
- If this setting is not enabled, orders containing a fulfillment hold will not be imported into ShipHero until the hold is released.