Use this article to troubleshoot common issues with the Walmart store integration in ShipHero. For a full explanation of how the integration works, see Overview: How the Walmart Store Integration Works in ShipHero.
Store Disconnected Without Warning
ShipHero runs a daily health check on every connected Walmart store. After 15 consecutive failed health checks, ShipHero automatically disconnects the store. This disconnect happens silently. ShipHero does not send an email or dashboard alert when it occurs.
- If orders or inventory updates stop syncing with no clear cause, check your Walmart store's connection status on the Stores page first.
- If the store shows as disconnected, reconnect it using your Client ID and Client Secret. See Connecting a Walmart Store to ShipHero.
- Before reconnecting, note the store's current status mapping settings. Reconnecting a store does not preserve them, and you'll need to set them again afterward.
Orders Are Missing from ShipHero
- Drop-ship (DSV) orders: Not supported. These orders never import into ShipHero. This is expected, not an error.
- Orders older than 7 days: ShipHero only imports orders placed within a rolling 7-day window. An order placed before that window won't import automatically.
- Split purchase orders: If Walmart split one purchase order into multiple shipments, ShipHero may import only one. Contact ShipHero Support for a manual re-import of the missing shipment.
Inventory on Walmart Doesn't Match ShipHero
- Confirm Allow ShipHero to Manage Your Walmart Inventory is turned on in your store settings. If it's off, ShipHero is not pushing inventory updates to Walmart at all.
- Changes made directly in Walmart's seller center won't appear in ShipHero, since ShipHero doesn't import inventory counts from Walmart.
- ShipHero doesn't automatically reconcile inventory if the two systems drift out of sync. If you find a mismatch, update the count in ShipHero and let the next sync cycle push the corrected value to Walmart.
Product Details Aren't Updating
- After the initial import, ShipHero only refreshes price and SKU on each hourly rescan. Other product details, including title and description, need to be updated directly and won't sync automatically.
- Product weight is never imported from Walmart. If a product shows a weight of 0, set the correct weight manually on the product record in ShipHero.
Carrier Shows as "Other Carrier" on Walmart
ShipHero recognizes USPS, UPS, UPS Mail Innovations, FedEx, and DHL when reporting tracking to Walmart. A shipment using any other carrier reports to Walmart as "Other Carrier." This is expected behavior for unsupported carriers, not a sync error.
Cancellation or Refund Reason Looks Wrong on Walmart
ShipHero always sends the same reason code to Walmart for every cancellation and every refund, regardless of the actual reason recorded in ShipHero. Cancellations always report as "Customer Requested Seller to Cancel" and refunds always report as "Customer Changed Mind." See Overview: How the Walmart Store Integration Works in ShipHero for more on this behavior.
This Can Affect Your Walmart Seller Scorecard
Because cancellations always report as seller-requested, frequently canceling Walmart orders in ShipHero can hurt your Walmart seller performance scorecard. If the cancellation reason matters for your scorecard, cancel the order directly in Walmart instead.
Returns Aren't Showing Up in ShipHero
This integration does not import returns or RMAs from Walmart. Returns must be tracked in Walmart directly or through a separate returns process.
Still Need Help?
If these steps don't resolve your issue, contact ShipHero Support with your store name and a description of the issue.